Job Posting: Customer Support Analyst (Bilingual)

Department of Public Health

JC-341503
-
Customer Support Analyst (Bilingual)
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

$5,518.00 - $6,907.00 per Month

Final Filing Date: 12/8/2022

Job Description and Duties

This position supports the California Department of Public Health’s (CDPH) mission and strategic plan by advancing the health and well-being of California’s diverse people and communities.  As an employee of the eWIC Customer Service Unit, the Associate Governmental Program Analyst (AGPA) serves as part of a team that provides support to users of WIC WISE (WIC Information System Exchange), the WIC Electronic Benefit Transfer (EBT) Card, and the WIC App.

The incumbent works under the direction of the Chief, eWIC Customer Service Unit, Staff Services Manager I (SSM I) and supports the WIC WISE Service Desk and the CA WIC Family Services Line, which entails providing customer service support to WIC local agencies and WIC families, in both English and Spanish. The AGPA reports on customer trends, responds to and documents complex phone and/or email inquiries, coordinates staffing schedules of support staff, and participates in User Acceptance Testing.

Please let us know how you heard about our position by taking this brief survey:

https://www.surveymonkey.com/r/CDPHRecruitment

You will find additional information about the job in the Duty Statement.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Position Details

Job Code #:
JC-341503
Position #(s):
580-510-5393-XXX
Working Title:
Customer Support Analyst (Bilingual)
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$5,518.00 - $6,907.00 A
STAFF SERVICES ANALYST (GENERAL)
$3,534.00 - $4,428.00 A
$3,826.00 - $4,789.00 B
$4,588.00 - $5,744.00 C
# of Positions:
2
Work Location:
Sacramento County
Job Type:
Permanent, Full Time

Department Information

At the California Department of Public Health (CDPH), equity, diversity, and inclusion are at the core of our mission to advance the health and well-being of California’s diverse people and communities. We are genuinely and strongly committed to cultivating and preserving a culture of inclusion and connectedness where we can grow and learn together with a diverse team of employees. In recruiting for team members, we welcome the unique contributions that you can bring to us and the work we do.

The Women, Infants, Children Program (WIC) has been part of the nation’s nutrition safety net for over 40 years.

Extensive research has found WIC to be a cost-effective investment that leads to healthier infants, more nutritious diets, health care for children, and subsequently higher academic achievement for students. WIC helps families receive healthy food, nutrition education, breastfeeding support, and referrals to healthcare and other community services.

Like other divisions within the California Department of Public Health (CDPH), WIC builds its program by addressing social determinants of health. WIC impacts the life course by promoting health practices that can ultimately improve life outcomes often experienced by vulnerable communities.

WIC serves babies and children up to age five, pregnant women, and new mothers. Dads, grandparents, foster parents of young children, and working families are welcome at WIC too!

Monthly, nearly one million WIC participants can find support at one of 84 local agencies which offer services at more than 500 sites throughout California. WIC participants can redeem their food benefits at approximately 3,800 grocers who are authorized to serve WIC families.

In 2019 - 2020, the WIC Division implemented a new Electronic Benefits Transfer (EBT) card called the California WIC Card and a new management information system that will allow WIC participants to be served more efficiently.

**Department Information continued**

Special Requirements

  • The position(s) require(s) fluency in the Spanish language. If the State of California does not have a current record documenting your fluency in this language, you will be required to successfully pass an approved language fluency test prior to being hired.

For experience/education to qualify during the application screening process, and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678) and/or Resume, including detailed job descriptions, hours worked per week, and start/end dates (MM/DD/YYYY). Application packages without this information will experience delayed processing times and your eligibility for this position may be impacted.

A completed State application (STD. 678) and any other relevant documents (e.g. unofficial transcript, copy of degree, resume, etc.) should be submitted electronically via your CalCareers Account. Please reference Job Control # (341503) and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section. SROA and surplus candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e. social security number, date of birth) from your documents prior to submission.

 

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareers Account at www.CalCareers.ca.gov. Submitting an electronic application through your CalCareers account is strongly recommended since electronic applications will be received/processed faster than other methods of filing. Please submit only one application.

If you are unable to submit your application electronically through your CalCareers account, please email apply@cdph.ca.gov for assistance and a CDPH Human Resources Division staff member will contact you to assist with the online application process or, a hard copy application package may be submitted through an alternative method as explained in the How to Apply section below. When submitting your application in hard copy, a completed copy of the Application Package listing must be included.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 12/8/2022

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process.
Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Public Health
Attn: Classification & Certification Unit
P.O. Box 997378
MS 1700-1702
Sacramento, CA 95899-7378

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Public Health
Classification & Certification Unit
1615 Capitol Avenue Suite 73.430
Sacramento, CA 95814
08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

  • Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
  • Resume is optional. It may be included, but is not required.
  • Statement of Qualifications -

    Please see Statement of Qualifications instructions below at end of posting.  Any applications received that do not provide a written response to the SOQ will not be scored/reviewed.  

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
  • Experience in providing outstanding customer service.
  • Experience in collecting, analyzing, & interpreting various forms of data.
  • Experience in interpreting and explaining processes and procedures to various audiences.
  • Experience in creating processes and procedures based on policies and regulations.
  • Excellent analytical, communication and writing skills.
  • Knowledge of state and federal policies and regulations as it relates to the WIC program.
  • Ability to work well both independently and in a team environment.
  • Ability to communicate effectively with staff at various levels, external agencies, and the general public.
  • Ability to perform critical thinking and making informed decisions.
  • Ability to be flexible with changing deadlines and instructions.
  • Must be dependable, reliable, and have excellent attendance.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Contact Information

The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.

Human Resources Contact:
Human Resources Division
(916) 445-0983
apply@cdph.ca.gov
Hiring Unit Contact:
Nancy Woo
(916) 928-8685
nancy.woo@cdph.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
EEO Office
(916) 445-0938
CivilRights@Cdph.CA.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Department Information continued

About the CDPH/WIC Family

Over 200 state staff work at California Department of Public Health’s WIC Division, headquartered at the Natomas campus in Sacramento.  Since the COVID-19 pandemic, WIC has supported a teleworking environment to allow employees and their families to work remotely. As with all CDPH divisions, some staff have been re-directed to work on COVID-related projects to support the health of all Californians.

The WIC Division is led by senior managers administering a Local Services Branch, Vendor Management Branch, Policy and Planning Branch, the Data Analysis, Research, and Evaluation Section, and the Operations team.  Through these branches, support staff, analysts, specialists, researchers, and nutritionists serve the needs of WIC families.

As important as our programmatic work, WIC continues its professional development process to build a division wide team that is collaborative and strengths-based.  WIC is serious about this commitment to excellence, and it is expected that all managers embrace this approach through introspection and participation in all aspects of this opportunity.

It’s an exciting time to be part of the WIC community!  

Statement of Qualifications (SOQ)

This SOQ serves as a narrative discussion to illustrate how your education, training, and skills have prepared you for this position. The SOQ serves as documentation to each candidate’s ability to present a written response to the following questions, both clearly and concisely. The written response must be typed in 12-point Arial font, no less than one-inch margins, and no more than two (2) pages in length. Answers must be provided for each question separately with responses numbered to correspond to each question. Only those applicants who submit a SOQ that comply with these instructions will be considered.

1.    Please tell us how your training, skills, and experience qualify you to perform the tasks specified in the duty statement.

 

2.    Describe a time when you went above and beyond to provide excellent customer service.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

Application Methods:
Electronic (Using your CalCareer Account)
By Mail
Drop-off