Claims Resolution Specialist (Customer Service) CalOptima CalOptima Health is seeking a highly motivated an experienced Claims Resolution Specialist (Customer Service) to join our team. The Claims Resolution Specialist will be the first line of contact for CalOptima Health providers. The incumbent will assist providers with questions related to the payment of claims and resolution of claims payment issues. Position Information: Department: Claims Administration Salary Grade: 304 - $53,813 - $80,720 ($25.87 - $38.8077) Work Arrangement: Full Office Duties & Responsibilities: 80% - Claims Support Responds to and researches issues on provider questions regarding claims payments, denials, resolves claim issues, contractual and/or CalOptima Health agreements, established payment methodologies, division of financial responsibility, applicable regulatory legislation, claims processing guidelines and company policies and procedures. Follows up with providers as needed. 15% - Administrative Support Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability. Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department. Ensures accurate and timely documentation regarding all issues and/or inquiries are entered in Facets. Routes escalated calls to the appropriate departments and/or management. 5% - Completes other duties or projects as assigned. Minimum Qualifications: High School diploma or equivalent required. 2 years of experience in claims resolution required. 1 year of call center experience with high call volumes or customer service experience required. 1 year of HMO, Medi-Cal/Medicaid and healthcare/managed care experience required. An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. Preferred Qualifications: N/A Required Licensure / Certifications: N/A Knowledge & Abilities: Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. Work independently and exercise sound judgment. Communicate clearly and concisely, both orally and in writing. Work a flexible schedule; available to participate in evening and weekend events. Organize, be analytical, problem-solve and possess project management skills. Work in a fast-paced environment and in an efficient manner. Manage multiple projects and identify opportunities for internal and external collaboration. Motivate and lead multi-program teams and external committees/coalitions. Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment. Physical Requirements (With or Without Accommodations): Ability to visually read information from computer screens, forms and other printed materials and information. Ability to speak (enunciate) clearly in conversation and general communication. Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Lifting and moving objects, patients and/or equipment 10 to 25 pounds Work Environment: If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. There are no harmful environmental conditions present for this job. The noise level in this work environment is usually moderate. If located at PACE: Work is typically indoors in a clinical setting serving the frail and elderly. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. If located in the Community: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits & Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2024 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: https://jobs.caloptima.org/jobs/claims-resolution-specialist-customer-service-505-city-parkway-west-california-united-states Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-6cd25c044d7ae64abcf92eab13f243ea
Jul 18, 2024
Full Time
Claims Resolution Specialist (Customer Service) CalOptima CalOptima Health is seeking a highly motivated an experienced Claims Resolution Specialist (Customer Service) to join our team. The Claims Resolution Specialist will be the first line of contact for CalOptima Health providers. The incumbent will assist providers with questions related to the payment of claims and resolution of claims payment issues. Position Information: Department: Claims Administration Salary Grade: 304 - $53,813 - $80,720 ($25.87 - $38.8077) Work Arrangement: Full Office Duties & Responsibilities: 80% - Claims Support Responds to and researches issues on provider questions regarding claims payments, denials, resolves claim issues, contractual and/or CalOptima Health agreements, established payment methodologies, division of financial responsibility, applicable regulatory legislation, claims processing guidelines and company policies and procedures. Follows up with providers as needed. 15% - Administrative Support Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability. Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department. Ensures accurate and timely documentation regarding all issues and/or inquiries are entered in Facets. Routes escalated calls to the appropriate departments and/or management. 5% - Completes other duties or projects as assigned. Minimum Qualifications: High School diploma or equivalent required. 2 years of experience in claims resolution required. 1 year of call center experience with high call volumes or customer service experience required. 1 year of HMO, Medi-Cal/Medicaid and healthcare/managed care experience required. An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. Preferred Qualifications: N/A Required Licensure / Certifications: N/A Knowledge & Abilities: Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. Work independently and exercise sound judgment. Communicate clearly and concisely, both orally and in writing. Work a flexible schedule; available to participate in evening and weekend events. Organize, be analytical, problem-solve and possess project management skills. Work in a fast-paced environment and in an efficient manner. Manage multiple projects and identify opportunities for internal and external collaboration. Motivate and lead multi-program teams and external committees/coalitions. Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment. Physical Requirements (With or Without Accommodations): Ability to visually read information from computer screens, forms and other printed materials and information. Ability to speak (enunciate) clearly in conversation and general communication. Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Lifting and moving objects, patients and/or equipment 10 to 25 pounds Work Environment: If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. There are no harmful environmental conditions present for this job. The noise level in this work environment is usually moderate. If located at PACE: Work is typically indoors in a clinical setting serving the frail and elderly. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. If located in the Community: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits & Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2024 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: https://jobs.caloptima.org/jobs/claims-resolution-specialist-customer-service-505-city-parkway-west-california-united-states Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-6cd25c044d7ae64abcf92eab13f243ea
Member Liaison Specialist (Customer Service) (Bilingual) CalOptima CalOptima Health is seeking a highly motivated an experienced Member Liaison Specialist to join our team. The Member Liaison Specialist (Customer Service) will provide member service to seniors, persons with disabilities or chronic conditions, persons without housing and persons under the age of twenty-one (21) who participate in the Whole-Child Model program. The incumbent will serve as a liaison between members, health networks, providers and community-based organizations to facilitate access to services and help resolve health care and psychosocial issues. Position Information: Department: Member Liaison Program Salary Grade: 302 - $49,754 - $69,655 ($23.92 - $33.4880) Work Arrangement: Full Office Duties & Responsibilities: 85% - Member Support Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability. Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department. Assesses members' concerns to identify psychosocial or health care issues and facilitate an appropriate resolution. Intakes information from members, both over the phone and/or in person, to complete requests for assistance cases, grievances and appeals, per departmental guidelines. Coordinates members' health care and social service needs both within and outside the health network and CalOptima Health during the original interaction. Addresses member and provider inquiries, questions and concerns in all areas, including enrollment, claims, benefit interpretation, coordination of care and referrals/authorizations for medical care related to services covered under the Whole-Child Model program. Guides members in understanding and accessing the benefits under the Whole-Child Model program. Maintains documentation of member cases within the FACETS system. Initiates referrals to internal and external care management departments and government agencies. Communicates with community-based organizations, health networks, providers and vendors on behalf of members to resolve disputes and helps coordinate access to care and investigates issues preventing members from receiving medical benefits and services. 10% - Administrative Support Collaborates with interdepartmental staff in call resolution as needed. Identifies calls needing case management or escalation to a supervisor, manager or director and routes them according to established guidelines. Meets all regulatory key performance indicators, first call resolution requirements and business objectives of CalOptima Health. 5% - Completes other projects and duties as assigned. Minimum Qualifications: High School diploma or equivalent required. 2 years of experience as a call center agent or customer/member services representative in health care required. An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Chinese, Farsi, Korean, Spanish, Vietnamese) required. Preferred Qualifications: 2 years of experience working with the needs of persons with disabilities and chronic medical conditions in a customer/member service capacity. Health maintenance organization (HMO), Medi-Cal/Medicaid and health services experience. Required Licensure / Certifications: N/A Knowledge & Abilities: Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. Work independently and exercise sound judgment. Communicate clearly and concisely, both orally and in writing. Work a flexible schedule; available to participate in evening and weekend events. Organize, be analytical, problem-solve and possess project management skills. Work in a fast-paced environment and in an efficient manner. Manage multiple projects and identify opportunities for internal and external collaboration. Motivate and lead multi-program teams and external committees/coalitions. Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment. Physical Requirements (With or Without Accommodations): Ability to visually read information from computer screens, forms and other printed materials and information. Ability to speak (enunciate) clearly in conversation and general communication. Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Lifting and moving objects, patients and/or equipment 10 to 25 pounds Work Environment: If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. There are no harmful environmental conditions present for this job. The noise level in this work environment is usually moderate. If located at PACE: Work is typically indoors in a clinical setting serving the frail and elderly. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. If located in the Community: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits & Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2024 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is July 3, 2024 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: https://jobs.caloptima.org/jobs/member-liaison-specialist-customer-service-bilingual-505-city-parkway-west-california-united-states Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-8ec7cd793dc8d4489328b67dda81bd9d
Jul 18, 2024
Full Time
Member Liaison Specialist (Customer Service) (Bilingual) CalOptima CalOptima Health is seeking a highly motivated an experienced Member Liaison Specialist to join our team. The Member Liaison Specialist (Customer Service) will provide member service to seniors, persons with disabilities or chronic conditions, persons without housing and persons under the age of twenty-one (21) who participate in the Whole-Child Model program. The incumbent will serve as a liaison between members, health networks, providers and community-based organizations to facilitate access to services and help resolve health care and psychosocial issues. Position Information: Department: Member Liaison Program Salary Grade: 302 - $49,754 - $69,655 ($23.92 - $33.4880) Work Arrangement: Full Office Duties & Responsibilities: 85% - Member Support Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability. Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department. Assesses members' concerns to identify psychosocial or health care issues and facilitate an appropriate resolution. Intakes information from members, both over the phone and/or in person, to complete requests for assistance cases, grievances and appeals, per departmental guidelines. Coordinates members' health care and social service needs both within and outside the health network and CalOptima Health during the original interaction. Addresses member and provider inquiries, questions and concerns in all areas, including enrollment, claims, benefit interpretation, coordination of care and referrals/authorizations for medical care related to services covered under the Whole-Child Model program. Guides members in understanding and accessing the benefits under the Whole-Child Model program. Maintains documentation of member cases within the FACETS system. Initiates referrals to internal and external care management departments and government agencies. Communicates with community-based organizations, health networks, providers and vendors on behalf of members to resolve disputes and helps coordinate access to care and investigates issues preventing members from receiving medical benefits and services. 10% - Administrative Support Collaborates with interdepartmental staff in call resolution as needed. Identifies calls needing case management or escalation to a supervisor, manager or director and routes them according to established guidelines. Meets all regulatory key performance indicators, first call resolution requirements and business objectives of CalOptima Health. 5% - Completes other projects and duties as assigned. Minimum Qualifications: High School diploma or equivalent required. 2 years of experience as a call center agent or customer/member services representative in health care required. An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Chinese, Farsi, Korean, Spanish, Vietnamese) required. Preferred Qualifications: 2 years of experience working with the needs of persons with disabilities and chronic medical conditions in a customer/member service capacity. Health maintenance organization (HMO), Medi-Cal/Medicaid and health services experience. Required Licensure / Certifications: N/A Knowledge & Abilities: Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. Work independently and exercise sound judgment. Communicate clearly and concisely, both orally and in writing. Work a flexible schedule; available to participate in evening and weekend events. Organize, be analytical, problem-solve and possess project management skills. Work in a fast-paced environment and in an efficient manner. Manage multiple projects and identify opportunities for internal and external collaboration. Motivate and lead multi-program teams and external committees/coalitions. Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment. Physical Requirements (With or Without Accommodations): Ability to visually read information from computer screens, forms and other printed materials and information. Ability to speak (enunciate) clearly in conversation and general communication. Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Lifting and moving objects, patients and/or equipment 10 to 25 pounds Work Environment: If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. There are no harmful environmental conditions present for this job. The noise level in this work environment is usually moderate. If located at PACE: Work is typically indoors in a clinical setting serving the frail and elderly. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. If located in the Community: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits & Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2024 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is July 3, 2024 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: https://jobs.caloptima.org/jobs/member-liaison-specialist-customer-service-bilingual-505-city-parkway-west-california-united-states Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-8ec7cd793dc8d4489328b67dda81bd9d
Grievance Resolution Specialist CalOptima CalOptima Health is seeking a highly motivated an experienced Grievance Resolution Specialist to join our team. The Grievance Resolution Specialist will be responsible for coordinating the grievance and appeal resolution process. The incumbent will respond to verbal and written grievances and appeals from members and providers relating to member eligibility and benefits, contract administration, claims processing, utilization management decisions and pharmacy and vision decisions. The incumbent will have frequent external contact with members and families, health care providers, health networks, third party administrators and regulators. The incumbent will collaborate with internal departments such as Customer Service, Provider Relations, Pharmacy and Medical Management to identify factors necessary for the optimal resolution of Grievances and Appeals. Position Information: Department: Grievance & Appeals Salary Grade: 304 - $53,813 - $80,720 ($25.87 - $38.8077) Work Arrangement: Full Office Duties & Responsibilities: 80% - Program Support Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability. Maintains adequate information in CalOptima Health's systems; ensures data collection, summarization, integration and reporting, including case creation and management and events/activity tracking. Gathers pertinent information regarding the grievances and appeals received, including member or provider concerns, supporting information related to initial decision-making, new information supporting the grievance or appeal, or supplemental information required to evaluate grievances and appeals within regulatory requirements. Coordinates and participates in case discussions with operational experts to result in a final case disposition as needed. Evaluates case details, proposes recommendations, or makes decisions as applicable, ensures the organization's decision is implemented according to the Grievance and Appeals policies and case resolution. Develops resolution letters and correspondence to members and providers. Communicates with internal and external customers to ensure timely review and resolution of grievances or appeals. Initiates referrals to the Quality Improvement department as applicable and facilitates responses to members according to CalOptima Health policy. 15% - Administrative Support Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department. Assists with health networks' compliance process. Meets performance measurement goals for Grievance and Appeals Resolution Services (GARS). Identifies trends and root cause of issues, proposes solutions, or escalates ongoing issues to management. 5% - Completes other projects and duties as assigned. Minimum Qualifications: High School diploma or equivalent required. 1 year of experience in any of the following areas: Grievances and Appeals, Claims, Regulatory Compliance, Customer Service or related field required. An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. Preferred Qualifications: Associate's degree in business, health care administration or related field. Experience in health care practice standards for both government and commercial plans. Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Farsi, Chinese, Korean, Spanish, Vietnamese). Required Licensure / Certifications: N/A Knowledge & Abilities: Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. Work independently and exercise sound judgment. Communicate clearly and concisely, both orally and in writing. Work a flexible schedule; available to participate in evening and weekend events. Organize, be analytical, problem-solve and possess project management skills. Work in a fast-paced environment and in an efficient manner. Manage multiple projects and identify opportunities for internal and external collaboration. Motivate and lead multi-program teams and external committees/coalitions. Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment. Physical Requirements (With or Without Accommodations): Ability to visually read information from computer screens, forms and other printed materials and information. Ability to speak (enunciate) clearly in conversation and general communication. Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Lifting and moving objects, patients and/or equipment 10 to 25 pounds Work Environment: If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. There are no harmful environmental conditions present for this job. The noise level in this work environment is usually moderate. If located at PACE: Work is typically indoors in a clinical setting serving the frail and elderly. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. If located in the Community: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits & Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2024 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is July 15, 2024 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: https://jobs.caloptima.org/jobs/grievance-resolution-specialist-505-city-parkway-west-california-united-states Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-12a1f6e564825e4184e10bf27321f79a
Jul 18, 2024
Full Time
Grievance Resolution Specialist CalOptima CalOptima Health is seeking a highly motivated an experienced Grievance Resolution Specialist to join our team. The Grievance Resolution Specialist will be responsible for coordinating the grievance and appeal resolution process. The incumbent will respond to verbal and written grievances and appeals from members and providers relating to member eligibility and benefits, contract administration, claims processing, utilization management decisions and pharmacy and vision decisions. The incumbent will have frequent external contact with members and families, health care providers, health networks, third party administrators and regulators. The incumbent will collaborate with internal departments such as Customer Service, Provider Relations, Pharmacy and Medical Management to identify factors necessary for the optimal resolution of Grievances and Appeals. Position Information: Department: Grievance & Appeals Salary Grade: 304 - $53,813 - $80,720 ($25.87 - $38.8077) Work Arrangement: Full Office Duties & Responsibilities: 80% - Program Support Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability. Maintains adequate information in CalOptima Health's systems; ensures data collection, summarization, integration and reporting, including case creation and management and events/activity tracking. Gathers pertinent information regarding the grievances and appeals received, including member or provider concerns, supporting information related to initial decision-making, new information supporting the grievance or appeal, or supplemental information required to evaluate grievances and appeals within regulatory requirements. Coordinates and participates in case discussions with operational experts to result in a final case disposition as needed. Evaluates case details, proposes recommendations, or makes decisions as applicable, ensures the organization's decision is implemented according to the Grievance and Appeals policies and case resolution. Develops resolution letters and correspondence to members and providers. Communicates with internal and external customers to ensure timely review and resolution of grievances or appeals. Initiates referrals to the Quality Improvement department as applicable and facilitates responses to members according to CalOptima Health policy. 15% - Administrative Support Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department. Assists with health networks' compliance process. Meets performance measurement goals for Grievance and Appeals Resolution Services (GARS). Identifies trends and root cause of issues, proposes solutions, or escalates ongoing issues to management. 5% - Completes other projects and duties as assigned. Minimum Qualifications: High School diploma or equivalent required. 1 year of experience in any of the following areas: Grievances and Appeals, Claims, Regulatory Compliance, Customer Service or related field required. An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying. Preferred Qualifications: Associate's degree in business, health care administration or related field. Experience in health care practice standards for both government and commercial plans. Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Farsi, Chinese, Korean, Spanish, Vietnamese). Required Licensure / Certifications: N/A Knowledge & Abilities: Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. Work independently and exercise sound judgment. Communicate clearly and concisely, both orally and in writing. Work a flexible schedule; available to participate in evening and weekend events. Organize, be analytical, problem-solve and possess project management skills. Work in a fast-paced environment and in an efficient manner. Manage multiple projects and identify opportunities for internal and external collaboration. Motivate and lead multi-program teams and external committees/coalitions. Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment. Physical Requirements (With or Without Accommodations): Ability to visually read information from computer screens, forms and other printed materials and information. Ability to speak (enunciate) clearly in conversation and general communication. Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. Lifting and moving objects, patients and/or equipment 10 to 25 pounds Work Environment: If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. There are no harmful environmental conditions present for this job. The noise level in this work environment is usually moderate. If located at PACE: Work is typically indoors in a clinical setting serving the frail and elderly. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. If located in the Community: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures. There may be harmful or hazardous environmental conditions present for this job. The noise level in this work environment is usually moderate to loud. About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! About our Benefits & Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2024 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package. IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is July 15, 2024 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. The selection process may include, but is not limited to, a skills assessment, phone screen and interview. The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet. Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application. CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together. CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. To apply, please visit: https://jobs.caloptima.org/jobs/grievance-resolution-specialist-505-city-parkway-west-california-united-states Copyright 2024 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-12a1f6e564825e4184e10bf27321f79a
STATE CENTER COMMUNITY COLLEGE DISTRICT
Fresno, California, United States
General Purpose Under general supervision, performs the more advanced information technology (IT) technical and customer service functions in providing technical support to staff, faculty, administrators and students by diagnosing, troubleshooting, repairing, installing and maintaining computers and related hardware, software, mobile devices and peripherals in physical and virtual environments, including computer labs; serves as project manager for large-scale technology deployment and other similar projects; assists with network and operating system maintenance functions; may provide lead guidance and training to other IT Customer Support Technicians; and performs related duties as assigned. Essential Duties & Responsibilities The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class. Receives, records, organizes, prioritizes and responds or assigns other technicians to respond to help desk tickets, incoming calls, end-user walk ins and emails regarding a wide range of computer-related hardware and software problems of varying degrees of technical difficulty; monitors the status of open help desk tickets and provides follow-up support until issues are resolved; documents the resolution of user support requests in the help desk application database. Takes responsibility for helpdesk configuration, operation and maintenance, and leads cross-functional teams to define and document helpdesk use cases, associated workflows, routing requirements, and service level agreements. Assists lower-level staff with escalated situations or more complex issues, leads cross-functional teams to define and develop end-user problem-resolution plans; tracks milestones and deliverables, responds to issues if necessary and provides feedback to management. Installs and configures desktop computers, mobile devices, VoIP devices, printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment functioning; installs and configures network printers and performs printer troubleshooting and maintenance; performs hardware and software tests using diagnostic and testing equipment and communicates with vendors as needed to identify and resolve technical issues; may install and provide user support for Apple devices and related software .Configures and administers network server application software as assigned; installs and connects cables, IP cameras, wireless access points, WiFi, network cards and other network access components; works with network administrators in performing network switch configurations and troubleshoots problems at the switch level. Builds user computer image profiles including custom images and software updates; serves as project manager for and participates in deploying images for staff, administrators, faculty and computer labs; develops scripts to automate image deployment processes; plans, schedules, manages and completes computer lab replacement projects; may install complex software packages manually; tests and configures applications and new software functionalities to applicable servers and platforms including specialized systems to meet predefined departmental and Americans with Disabilities Act (ADA) requirements ; configures virtual machines; verifies software license compliance; consults and works with Academic Technology Systems Specialist on student system-related issues. Provides end-user training in the proper use of hardware, software and computer-related equipment; helps ensure end users are aware of available technologies and how to obtain support for all information technology services; educates users on the importance of system security and methods for reporting spam and phishing on group access software and devices; identifies and escalates suspicious cases to other IT staff for urgent action and/or further investigation.Installs, configures, patches, upgrades and maintains computer operating systems and applications software as assigned while ensuring compliance with defined requirements and compatibility with the network before release to users; modifies software to satisfy user requirements; analyzes computer and software needs for future expansions. Assists a Network Administrator or Systems Administrator in creating folders, file shares and net work connections; performs Active Directory maintenance such as creating security groups, distri bution groups, user and computer accounts and applying rights and permissions to users; adds/deletes user permissions and VPN access rights; may assist with system administration including installing, configuring and troubleshooting operating systems, user accounts and applications; runs utilities to update and configure licensing servers. As assigned, administers the district’s help desk application; reviews help desk statistics and surveys, analyzes trends, identifies chronic problems, performs root-cause analysis prepares reports to managers; works with other customer support technicians, technical IT staff, vendors and managers to find solutions for reducing or eliminating issues.As assigned, provides Districtwide enterprise application support of print server and scanning software, web-based software, student systems such as Colleague, SQL reporting software and other specialized enterprise applications; creates new users and passwords and manages permissions; modifies data utilizing administrative rightsPerforms or participates in performing technology research on software requests received from users to evaluate integration issues, hardware infrastructure support requirements and ongoing maintenance needs; works with software vendors to perform initial product reviews and set up user demonstrations; prepares recommendations on software acquisitions.Prepares requests for the purchase of hardware and software to meet new and replacement needs; participates in maintaining detailed inventory records of hardware, software and computer-related equipment using District asset management systems; provides input and recommendations on hardware specifications required to meet the computing needs of end users; as assigned, obtains bids and cost quotes, and orders and receives of hardware, software and computer-related purchases; disposes of obsolete assets following established procedures; may function as lead for college hardware and software procurement and licensing compliance. Assists with forecasting and planning for the established cycle replacement or upgrading of desktop, laptop, printer and related technology assets; maintains proper hardware replacement planning information. Performs minor repairs and replaces parts on technology-related equipment; contacts computer manufacturers’ technical support representatives for in-depth triage of computer issues and software, equipment specifications, repairs and replacement parts; tracks, registers and ensures compliance of equipment warranties and licenses and maintains related documentation for departmental workflow and warranty claims as necessary; returns hardware under warranty to vendors for replacement. May provide input in selecting, training and providing day-to-day lead work guidance and direction to lower-level IT Customer Support Technicians; assigns, schedules and monitors work for completeness, accuracy and conformance with District, department and legal/regulatory requirements and standards; monitors workflow to ensure mandated deadlines are being met in an optimal manner; provides information, instruction and training on work procedures and technical, legal and regulatory requirements; provides input to supervisor on employee work performance and behaviors.Creates and maintains a variety of documents including configuration information, installation procedures, standard user instructions, training materials and statistical or other reports. Trains, mentors and provides work shadowing opportunities to student workers and interns on computer technologies, hardware and software; trains and coaches student workers on proper methods for responding to help desk calls; oversees and reports on the performance of assigned work and projects such as assembling and testing computers, running software updates, conducting inventories and troubleshooting routine helpdesk calls following instructions. May deliver, install, set up, configure and demonstrate the operation of video-conferencing equipment for meetings and special events;Demonstrates sensitivity to and understanding of historically minoritized groups and participates in professional development activities to increase cultural competency to enhance equity-minded practices within the District. OTHER DUTIES May provide audio/visual support in classrooms and events; installs and replaces projector screens, large format monitors and ceiling mounts in classrooms, requiring the use of hand tools, ladders and safety practices when working with electricity; installs, configures and maintains portable units; runs and terminates network, audio and video cables; sets up microphones, sound mixers, loudspeaker stands, amplifiers, video recording equipment and various electrical cords, power strips and associated cables for special events; performs sound checks and video checks.Attends various meetings and may serve on committees and task forces.Utilizes online and other resources to keep current on rapidly changing technologies and trends in hardware and software troubleshooting, automation technologies and other changes that could improve IT end-user support for the District. Troubleshoots malware, ransomware and other viruses following established procedures.Performs related duties as assigned. Employment Standards / Minimum Qualifications Extensive knowledge of multi-platform hardware, operating systems, software and peripherals. District or campus help desk software, functions, policies and procedures.Methods and procedures applicable to advanced problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment and various network connections. Best practices, methods and equipment used in troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures. Operational characteristics of various computer systems and operating environments used throughout the District or campus; operation and application of a wide variety of computer applications and network software. Automated image and software deployment technologies and processes.District processes and tools used to build and deploy computer system images.Tools, equipment and safety practices used in maintenance and repair of computers and peripheral equipment. General principles of design, development, implementation and operation of voice, video, storage and data networks. Best security practices to ensure protection against potential security threats such as viruses, malware, and spam. Effective customer service practices and etiquetteNew trends and developments in computer and network technology. Documentation procedures and recordkeeping and report preparation techniques. Research techniques, methods and procedures.Methods and practices of developing and providing user training.Applicable federal, state and local laws, rules and regulations [including OSHA rules and regulations if applicable]. Proper English usage including grammar, spelling and punctuation.Safety policies and work practices applicable to the work being performed. Skills and Abilities to: Organize, prioritize and respond to user support requests in a high-volume work-ticket environment.Obtain accurate and complete information from end users, in person and by telephone, to identify their needs and problems and develop responses and solutions. Troubleshoot, diagnose and resolve complex and ambiguous computer hardware, software and network connectivity problems and failures. Utilize diagnostic test procedures and equipment. Provide prompt and appropriate technical support service to information system end users. Maintain accurate inventory of computer hardware and software components.Write instructions in a manner that can be understood by end users with different levels of computer literacy. Prepare clear, concise and accurate systems documentation and reports of work performed. Analyze problems, evaluate alternatives and recommend or adopt effective courses of action in accordance with established policies and procedures.Set priorities and exercise sound judgment within areas of responsibility.Understand, interpret, explain and apply applicable laws, codes, regulations, policies and procedures.Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices.Communicate effectively, both orally and in writing. Understand and follow written and oral instructions. Operate a computer and use standard business software.Establish and maintain effective working relationships with all those encountered in the course of work. EDUCATION AND EXPERIENCE An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least four years of progressively responsible experience in providing customer support services to computer end users in a local area network (LAN) environment; or an equivalent combination of training and experience. Experience in an information systems environment similar in size and complexity to that of the District is preferred. LICENSES, CERTIFICATES AND OTHER REQUIREMENTS A valid California driver’s license and the ability to maintain insurability under the District’s vehicle insurance program. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds with assistance. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with District managers, administrators, faculty, staff, and others encountered in the course of work. WORKING ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees work under typical office conditions, and the noise level is usually quiet. Some work requires using ladders and stairs. The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime. Assessment Process APPLICATION SUBMISSION To move forward in the selection process, you must complete an online application through our web site at http://www.schooljobs.com/careers/scccd . Please attach to your application a copy of your transcripts (including when degree was awarded) or your application may be considered incomplete. Resumes may also be uploaded but cannot be used in lieu of a completed application. ONCE YOU HAVE SUBMITTED YOUR APPLICATION YOU WILL NOT BE ABLE TO MAKE REVISIONS TO YOUR APPLICATION MATERIALS. When completing the application, please make sure you include ALL current and previous employment in the Work Experience section of the application and complete ALL fields, including the name and contact information for your supervisors. Experience that is included in the resume but not in the Work Experience section of the application may not be considered for the purpose of determining whether you meet the minimum qualifications. All required documents must be submitted by the applicant. Personnel Commission staff will not upload your documents for you. The State Center Community College District does not accept letters of recommendation for classified positions. Please do not attempt to attach letters of recommendation to your application. APPLICATION REVIEW AND ASSESSMENTS The application review process includes an evaluation of training and experience based on given application information and answers to supplemental questionnaire. Only the most qualified applicants, who pass the minimum qualifications review, will be invited to the assessment process. The assessment process will include a competency assessment (40% weight) and an oral interview assessment (60% weight). Of those achieving a passing score on the competency assessment, only the highest-scoring candidates, plus ties, will be invited to the oral interview assessment. The passing score is 75% out of 100% on each assessment section. INITIAL ASSESSMENT TENTATIVELY SCHEDULED AS FOLLOWS: COMPETENCY ASSESSMENT: August 6, 2024 ORAL ASSESSMENT: August 15, 2024 The assessment process / assessment date is subject to change as needs dictate. All communication regarding this process will be delivered via email to the address listed on your application. ELIGIBILITY LIST Candidates who attain a passing score on each part of the assessment will be placed in rank order on a districtwide Open-Competitive List. Using the same process, a separate Promotional List will be established and both Lists will be used concurrently. Unless otherwise indicated, the eligibility list will be used to fill current vacancies for at least six months . T he current vacancy is at Madera Community Colleg e and Fresno City College . PASSING THE ASSESSMENTS AND BEING PLACED ON THE ELIGIBILITY LIST DO NOT GUARANTEE AN OFFER OF EMPLOYMENT. ACCOMMODATIONS Individuals with disabilities requiring reasonable accommodation in the selection process must inform the State Center Community College District Personnel Commission Department in writing no later than the filing date stated on the announcement. Those applicants needing such accommodations should document this request including an explanation as to the type and extent of accommodation needed to participate in the selection process. SCCCD is an equal opportunity employer committed to fostering innovation and inclusivity. We respond proactively to the diverse needs of the community and welcome individuals excited to join our District’s purpose to support student success both locally and globally. United, we the faculty, classified professionals and administrators pledge to treat all applicants and employees fairly and equitably. Full-time permanent positions provide an attractive benefit package which includes health, dental and vision coverage for the employee and eligible dependents, as well as life insurance and disability coverage for employees.Part-time positions are paid hourly, with limited benefits. For a detailed list of benefits, visit our benefits page . Closing Date/Time: 7/30/2024 11:59 PM Pacific
Jul 10, 2024
Full Time
General Purpose Under general supervision, performs the more advanced information technology (IT) technical and customer service functions in providing technical support to staff, faculty, administrators and students by diagnosing, troubleshooting, repairing, installing and maintaining computers and related hardware, software, mobile devices and peripherals in physical and virtual environments, including computer labs; serves as project manager for large-scale technology deployment and other similar projects; assists with network and operating system maintenance functions; may provide lead guidance and training to other IT Customer Support Technicians; and performs related duties as assigned. Essential Duties & Responsibilities The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class. Receives, records, organizes, prioritizes and responds or assigns other technicians to respond to help desk tickets, incoming calls, end-user walk ins and emails regarding a wide range of computer-related hardware and software problems of varying degrees of technical difficulty; monitors the status of open help desk tickets and provides follow-up support until issues are resolved; documents the resolution of user support requests in the help desk application database. Takes responsibility for helpdesk configuration, operation and maintenance, and leads cross-functional teams to define and document helpdesk use cases, associated workflows, routing requirements, and service level agreements. Assists lower-level staff with escalated situations or more complex issues, leads cross-functional teams to define and develop end-user problem-resolution plans; tracks milestones and deliverables, responds to issues if necessary and provides feedback to management. Installs and configures desktop computers, mobile devices, VoIP devices, printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment functioning; installs and configures network printers and performs printer troubleshooting and maintenance; performs hardware and software tests using diagnostic and testing equipment and communicates with vendors as needed to identify and resolve technical issues; may install and provide user support for Apple devices and related software .Configures and administers network server application software as assigned; installs and connects cables, IP cameras, wireless access points, WiFi, network cards and other network access components; works with network administrators in performing network switch configurations and troubleshoots problems at the switch level. Builds user computer image profiles including custom images and software updates; serves as project manager for and participates in deploying images for staff, administrators, faculty and computer labs; develops scripts to automate image deployment processes; plans, schedules, manages and completes computer lab replacement projects; may install complex software packages manually; tests and configures applications and new software functionalities to applicable servers and platforms including specialized systems to meet predefined departmental and Americans with Disabilities Act (ADA) requirements ; configures virtual machines; verifies software license compliance; consults and works with Academic Technology Systems Specialist on student system-related issues. Provides end-user training in the proper use of hardware, software and computer-related equipment; helps ensure end users are aware of available technologies and how to obtain support for all information technology services; educates users on the importance of system security and methods for reporting spam and phishing on group access software and devices; identifies and escalates suspicious cases to other IT staff for urgent action and/or further investigation.Installs, configures, patches, upgrades and maintains computer operating systems and applications software as assigned while ensuring compliance with defined requirements and compatibility with the network before release to users; modifies software to satisfy user requirements; analyzes computer and software needs for future expansions. Assists a Network Administrator or Systems Administrator in creating folders, file shares and net work connections; performs Active Directory maintenance such as creating security groups, distri bution groups, user and computer accounts and applying rights and permissions to users; adds/deletes user permissions and VPN access rights; may assist with system administration including installing, configuring and troubleshooting operating systems, user accounts and applications; runs utilities to update and configure licensing servers. As assigned, administers the district’s help desk application; reviews help desk statistics and surveys, analyzes trends, identifies chronic problems, performs root-cause analysis prepares reports to managers; works with other customer support technicians, technical IT staff, vendors and managers to find solutions for reducing or eliminating issues.As assigned, provides Districtwide enterprise application support of print server and scanning software, web-based software, student systems such as Colleague, SQL reporting software and other specialized enterprise applications; creates new users and passwords and manages permissions; modifies data utilizing administrative rightsPerforms or participates in performing technology research on software requests received from users to evaluate integration issues, hardware infrastructure support requirements and ongoing maintenance needs; works with software vendors to perform initial product reviews and set up user demonstrations; prepares recommendations on software acquisitions.Prepares requests for the purchase of hardware and software to meet new and replacement needs; participates in maintaining detailed inventory records of hardware, software and computer-related equipment using District asset management systems; provides input and recommendations on hardware specifications required to meet the computing needs of end users; as assigned, obtains bids and cost quotes, and orders and receives of hardware, software and computer-related purchases; disposes of obsolete assets following established procedures; may function as lead for college hardware and software procurement and licensing compliance. Assists with forecasting and planning for the established cycle replacement or upgrading of desktop, laptop, printer and related technology assets; maintains proper hardware replacement planning information. Performs minor repairs and replaces parts on technology-related equipment; contacts computer manufacturers’ technical support representatives for in-depth triage of computer issues and software, equipment specifications, repairs and replacement parts; tracks, registers and ensures compliance of equipment warranties and licenses and maintains related documentation for departmental workflow and warranty claims as necessary; returns hardware under warranty to vendors for replacement. May provide input in selecting, training and providing day-to-day lead work guidance and direction to lower-level IT Customer Support Technicians; assigns, schedules and monitors work for completeness, accuracy and conformance with District, department and legal/regulatory requirements and standards; monitors workflow to ensure mandated deadlines are being met in an optimal manner; provides information, instruction and training on work procedures and technical, legal and regulatory requirements; provides input to supervisor on employee work performance and behaviors.Creates and maintains a variety of documents including configuration information, installation procedures, standard user instructions, training materials and statistical or other reports. Trains, mentors and provides work shadowing opportunities to student workers and interns on computer technologies, hardware and software; trains and coaches student workers on proper methods for responding to help desk calls; oversees and reports on the performance of assigned work and projects such as assembling and testing computers, running software updates, conducting inventories and troubleshooting routine helpdesk calls following instructions. May deliver, install, set up, configure and demonstrate the operation of video-conferencing equipment for meetings and special events;Demonstrates sensitivity to and understanding of historically minoritized groups and participates in professional development activities to increase cultural competency to enhance equity-minded practices within the District. OTHER DUTIES May provide audio/visual support in classrooms and events; installs and replaces projector screens, large format monitors and ceiling mounts in classrooms, requiring the use of hand tools, ladders and safety practices when working with electricity; installs, configures and maintains portable units; runs and terminates network, audio and video cables; sets up microphones, sound mixers, loudspeaker stands, amplifiers, video recording equipment and various electrical cords, power strips and associated cables for special events; performs sound checks and video checks.Attends various meetings and may serve on committees and task forces.Utilizes online and other resources to keep current on rapidly changing technologies and trends in hardware and software troubleshooting, automation technologies and other changes that could improve IT end-user support for the District. Troubleshoots malware, ransomware and other viruses following established procedures.Performs related duties as assigned. Employment Standards / Minimum Qualifications Extensive knowledge of multi-platform hardware, operating systems, software and peripherals. District or campus help desk software, functions, policies and procedures.Methods and procedures applicable to advanced problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment and various network connections. Best practices, methods and equipment used in troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures. Operational characteristics of various computer systems and operating environments used throughout the District or campus; operation and application of a wide variety of computer applications and network software. Automated image and software deployment technologies and processes.District processes and tools used to build and deploy computer system images.Tools, equipment and safety practices used in maintenance and repair of computers and peripheral equipment. General principles of design, development, implementation and operation of voice, video, storage and data networks. Best security practices to ensure protection against potential security threats such as viruses, malware, and spam. Effective customer service practices and etiquetteNew trends and developments in computer and network technology. Documentation procedures and recordkeeping and report preparation techniques. Research techniques, methods and procedures.Methods and practices of developing and providing user training.Applicable federal, state and local laws, rules and regulations [including OSHA rules and regulations if applicable]. Proper English usage including grammar, spelling and punctuation.Safety policies and work practices applicable to the work being performed. Skills and Abilities to: Organize, prioritize and respond to user support requests in a high-volume work-ticket environment.Obtain accurate and complete information from end users, in person and by telephone, to identify their needs and problems and develop responses and solutions. Troubleshoot, diagnose and resolve complex and ambiguous computer hardware, software and network connectivity problems and failures. Utilize diagnostic test procedures and equipment. Provide prompt and appropriate technical support service to information system end users. Maintain accurate inventory of computer hardware and software components.Write instructions in a manner that can be understood by end users with different levels of computer literacy. Prepare clear, concise and accurate systems documentation and reports of work performed. Analyze problems, evaluate alternatives and recommend or adopt effective courses of action in accordance with established policies and procedures.Set priorities and exercise sound judgment within areas of responsibility.Understand, interpret, explain and apply applicable laws, codes, regulations, policies and procedures.Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices.Communicate effectively, both orally and in writing. Understand and follow written and oral instructions. Operate a computer and use standard business software.Establish and maintain effective working relationships with all those encountered in the course of work. EDUCATION AND EXPERIENCE An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least four years of progressively responsible experience in providing customer support services to computer end users in a local area network (LAN) environment; or an equivalent combination of training and experience. Experience in an information systems environment similar in size and complexity to that of the District is preferred. LICENSES, CERTIFICATES AND OTHER REQUIREMENTS A valid California driver’s license and the ability to maintain insurability under the District’s vehicle insurance program. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds with assistance. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with District managers, administrators, faculty, staff, and others encountered in the course of work. WORKING ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees work under typical office conditions, and the noise level is usually quiet. Some work requires using ladders and stairs. The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime. Assessment Process APPLICATION SUBMISSION To move forward in the selection process, you must complete an online application through our web site at http://www.schooljobs.com/careers/scccd . Please attach to your application a copy of your transcripts (including when degree was awarded) or your application may be considered incomplete. Resumes may also be uploaded but cannot be used in lieu of a completed application. ONCE YOU HAVE SUBMITTED YOUR APPLICATION YOU WILL NOT BE ABLE TO MAKE REVISIONS TO YOUR APPLICATION MATERIALS. When completing the application, please make sure you include ALL current and previous employment in the Work Experience section of the application and complete ALL fields, including the name and contact information for your supervisors. Experience that is included in the resume but not in the Work Experience section of the application may not be considered for the purpose of determining whether you meet the minimum qualifications. All required documents must be submitted by the applicant. Personnel Commission staff will not upload your documents for you. The State Center Community College District does not accept letters of recommendation for classified positions. Please do not attempt to attach letters of recommendation to your application. APPLICATION REVIEW AND ASSESSMENTS The application review process includes an evaluation of training and experience based on given application information and answers to supplemental questionnaire. Only the most qualified applicants, who pass the minimum qualifications review, will be invited to the assessment process. The assessment process will include a competency assessment (40% weight) and an oral interview assessment (60% weight). Of those achieving a passing score on the competency assessment, only the highest-scoring candidates, plus ties, will be invited to the oral interview assessment. The passing score is 75% out of 100% on each assessment section. INITIAL ASSESSMENT TENTATIVELY SCHEDULED AS FOLLOWS: COMPETENCY ASSESSMENT: August 6, 2024 ORAL ASSESSMENT: August 15, 2024 The assessment process / assessment date is subject to change as needs dictate. All communication regarding this process will be delivered via email to the address listed on your application. ELIGIBILITY LIST Candidates who attain a passing score on each part of the assessment will be placed in rank order on a districtwide Open-Competitive List. Using the same process, a separate Promotional List will be established and both Lists will be used concurrently. Unless otherwise indicated, the eligibility list will be used to fill current vacancies for at least six months . T he current vacancy is at Madera Community Colleg e and Fresno City College . PASSING THE ASSESSMENTS AND BEING PLACED ON THE ELIGIBILITY LIST DO NOT GUARANTEE AN OFFER OF EMPLOYMENT. ACCOMMODATIONS Individuals with disabilities requiring reasonable accommodation in the selection process must inform the State Center Community College District Personnel Commission Department in writing no later than the filing date stated on the announcement. Those applicants needing such accommodations should document this request including an explanation as to the type and extent of accommodation needed to participate in the selection process. SCCCD is an equal opportunity employer committed to fostering innovation and inclusivity. We respond proactively to the diverse needs of the community and welcome individuals excited to join our District’s purpose to support student success both locally and globally. United, we the faculty, classified professionals and administrators pledge to treat all applicants and employees fairly and equitably. Full-time permanent positions provide an attractive benefit package which includes health, dental and vision coverage for the employee and eligible dependents, as well as life insurance and disability coverage for employees.Part-time positions are paid hourly, with limited benefits. For a detailed list of benefits, visit our benefits page . Closing Date/Time: 7/30/2024 11:59 PM Pacific
LOS ANGELES COUNTY
Los Angeles, California, United States
Position/Program Information TYPE OF RECRUITMENT: OPEN COMPETITIVE EXAM NUMBER: CA1609A FIRST DAY OF FILING: Tuesday, May 28, 2024 at 8:00 A.M. (PT) Until the needs of the service are met and is subject to closure without prior notice. WHO WE ARE: The County of Los Angeles (County) is the largest employer in Southern California with more than 110,000 employees across 37 departments and an operating budget of $38 billion. The County serves the needs of over 10 million residents and 88 municipalities that lie within our boundaries. WHAT WE DO: At the Los Angeles County (County) Department of Consumer and Business Affairs (DCBA), we are committed to fostering a fair and dynamic marketplace and enhancing the economic wellbeing of our communities. DCBA is the only local freestanding consumer protection agency in the State, and since its establishment in 1975, our resources and areas of assistance have significantly expanded. We strive to improve the lives of all consumers, tenants, homeowners, immigrants, and workers. Today, we provide a diverse range of services to the residents of the County, including investigating and assisting with consumer complaints, real estate fraud, identity theft, and elder financial abuse. We also strive to keep people housed and in mitigating displacements through our rent stabilization, tenant protections programs and our foreclosure prevention services. DCBA works to expand access to justice and ensures that residents understand their rights, protect those rights, and obtain a fair outcome through our consumer protection programs, including Small Claims Advisor, dispute resolution and mediation programs, immigration legal services, eviction prevention program, and through our Self- Help Legal Access Centers (SHLAC). DCBA also oversees the County’s cannabis regulatory framework and is committed to ensuring an equitable, sustainable, and safe marketplace. Additionally, we drive initiatives that protect workers from exploitation, human trafficking, and provide access to services for vulnerable communities including low to moderate income families, foster youth, and immigrants. DCBA prides itself on providing extraordinary customer service and ensuring equitable access to our programs and resources for all residents of the County. THE OPPORTUNITY: We are seeking qualified candidates to fill Senior Public Information Specialist vacancies in our Communications division at DCBA. DEFINITION: Initiates, plans, develops, maintains, evaluates, implements, and coordinates a more complex and sensitive public information and engagement program; serves in a lead capacity or may serve as a supervisor to public information staff engaged in the planning and dissemination of information through various media channels. CLASSIFICATION STANDARDS: Under general direction, positions allocable to this class report to a higher-level manager or Communications Manager and are responsible for initiating, planning, developing, maintaining, evaluating, implementing, and coordinating more complex public information programs which may be highly-visible, controversial, or sensitive in nature. This class serves a lead role in organization crisis communications or emergency communication responses and provides media training for departmental subject matter experts representing the department before civic and community groups. Positions are characterized by performing the more complex public information functions, such as communicating with members of the news media; developing crisis communications plans; planning, writing, editing, and preparing the more complicated and sensitive material for dissemination through various communication channels, as well as researching departmental programs and investigating and resolving concerns regarding departmental matters. Positions in this class provide technical guidance to other professional, technical, and/or support staff assigned to public information activities. Incumbents must demonstrate a sophisticated understanding of methods of communicating with the County’s diverse, multilingual communities, and must possess professional-level verbal and written communication skills, applying communication principles, methods, practices, and techniques to engage local media and to convey information to the public through various media channels. Incumbents apply their substantial knowledge in utilizing various media outlets and social media platforms, including hyperlocal and ethnic media outlets. Incumbents in this class must have extensive knowledge of the Public Records Act. This class may also serve as a supervisor. Incumbents must seek professional development opportunities and continually update their skills. Essential Job Functions Serves as a key resource to executive management, advising on media relations, strategic communications, procedures, and processes. Provides technical guidance or supervises a team of lower-level public information staff. Establishes the objectives of the department’s public information program and develops strategies and tactics to accomplish these objectives. Organizes and may assign work, sets priorities, and follows-up to ensure coordination and completion of assigned work. Supervises the development and execution of communication strategies, tactics and deliverables, through various communication channels such as web and social media content, email newsletters, print collateral such as brochures, annual reports, and other content. Oversees the coordination and execution of videography, photography, and graphic design services, as needed. Researches and oversees research of departmental projects for proactive media outreach (story pitches). Develops procedures, standards, and guidelines for collection, review, and presentation of information to be communicated to the public through the various media channels and platforms. Coordinates releases and distribution to the media; organizes and arranges public information campaigns and press conferences. Identifies, develops, and maintains key communication channels, adapting and improving them in line with external trends and business needs. Handles intake and response to media requests for information under the California Public Records Act, in coordination with departmental management, County Counsel and the department’s Public Records Act coordinator. Attends and participates in meetings; stays abreast of new trends and innovations related to the field of public information and media relations. Serves as liaison between the department and media representatives and develops effective relationships with media outlets. Monitors and tracks issues affecting the department, monitors media channels and informs management accordingly. Works with department representatives to develop communications such as an annual report, annual budget, mission and vision, and other critical documents. Serves as an information conduit to Board staff and Board Deputies and alerts them of inquiries regarding high-profile or controversial issues affecting the department and provides opportunities to generate accurate media coverage to highlight departmental activities to the public. Responds to newsworthy events and media inquiries, which may include emergencies as a result of an epidemic or following the occurrence of natural or other disaster by providing contacts and immediate responsiveness to inquiries including receiving and assessing information, tailoring releases to the audience, cooperating with the Board Office, Chief Executive Office, communications media, and advising appropriate personnel. Develops and maintains internal communication projects. Assesses effectiveness of digital content using online metrics. Maintains departmental website’s public information content. Staffs public information booth and make presentations to community groups. Develops and manages annual operating budget and provides fiscal direction to the unit(s) supervised. Responds to emergencies, newsworthy events, and media inquiries. Drives to different sites, as necessary. Requirements SELECTION REQUIREMENTS: A Bachelor's degree*, or higher, from an accredited college or university with a major in Communications, Journalism, Public Administration, Public Relations, English or a closely-related field -AND- Four years of experience at the level of Los Angeles County’s class of Public Information Specialist** initiating, planning, developing, maintaining, evaluating, implementing, and coordinating a public information program***. LICENSE: A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions. Some positions may require a valid California Class C Driver License to perform job-related functions. PHYSICAL CLASS: Physical Class II - Light: This class includes administrative and clerical positions requiring light physical effort that may include occasional light lifting to a 10 pound limit and some bending, stooping, or squatting. Considerable ambulation may be involved. SPECIAL REQUIREMENT INFORMATION: *To receive credit for the required degree, you must include a legible copy of the official diploma, official transcripts, or official letter from the accredited institution which shows the area of specialization, at the time of filing or within 7 calendar days from the date of filing application. Please submit documentation to Ahsu@dcba.lacounty.gov and indicate your name, the exam name, and the exam number. **A Los Angeles County Public Information Specialist is defined as one who i nitiates, plans, develops, maintains, evaluates, implements, and coordinates a public information and engagement program for a County department. ***A Public Information program is one in which information is disseminated to internal and external audiences for the purpose of informing the public in support of an organization’s goals. Withhold Information No withholds will be allowed for this examination. Required experience must be fully met and indicated on the application on the last day of filling. Out-of-class will be accepted for this examination. Employees who wish to qualify using experience gained in county classifications not listed above must provide verification of qualifying out-of-class experience by providing official documentation of additional responsibility bonus, out-of-class bonus, temporary assignment bonus, or reclassification study with CEO Classification with your application at the time of filing or within 7 calendar days from the last date of application filing. Out of Class Bonuses, Temporary Bonuses, and Additional Responsibility Bonuses must be approved/signed by the departmental HR Manager or designated representative or will not be accepted. Employees do not need to submit such verification if they hold or have held one of the positions above, or a position deemed to be at equivalent level. Questionable experience will be verified through the departmental HR Manager when necessary. DESIRABLE QUALIFICATIONS: Additional points will be awarded to candidates who possess the following desirable qualifications: Experience performing public information work for a government agency Experience using various social media platforms to communicate internally and externally, managing, and creating content for an organization’s website Experience providing technical guidance and supervision over other public information staff Experience working with the public, external organizations, media and press to communicate an organization’s message to the public in support of its goals and purpose Experience managing and creating organizations publications utilizing software such as MS PowerPoint, Adobe/Illustrator, Photoshop, Canva and Vizio Additional Information EXAMINATION CONTENT: This examination will consist of an evaluation of education and experience based upon application information, desirable qualifications, and supplemental questionnaire, weighted 100%. Candidates must achieve a passing score of 70% or higher on the examination in order to be added on the eligible register. ELIGIBILITY INFORMATION: Applications will be processed on an "as received" basis and those receiving a passing score will be promulgated to the eligible register accordingly. The names of candidates receiving a passing grade on the examination will be placed on the eligible register and will appear in the order of their score group for a period of twelve (12) months following the date of eligibility. NO PERSON MAY COMPETE IN THIS EXAMINATION MORE THAN ONCE EVERY TWELVE (12) MONTHS. VACANCY INFORMATION: The eligible register resulting from this examination will be used to fill vacancies throughout the Department of Consumer and Business Affairs as they occur. AVAILABLE SHIFT: Appointees may be required to work any shift, including evenings, nights, weekends and holidays. APPLICATION AND FILING INFORMATION: APPLICATIONS MUST BE FILED ONLINE ONLY. APPLICATIONS SUBMITTED BY U.S. MAIL, FAX OR IN PERSON WILL NOT BE ACCEPTED. Apply online by clicking on the green "Apply" button at the top right of this posting. You can also track the status of your application using this website. This examination will remain open until the needs of the service are met. Application filing may be suspended at any time with or without advance notice. IMPORTANT NOTES : ALL information in the application materials is subject to VERIFICATION. We may reject your application at any point during the examination hiring process, including after the appointment has been made. Falsification of any information may result in disqualification or rescission of appointment. Utilizing VERBIAGE form the Class Specifications and Selection Requirements serving as your description of duties WILL NOT be sufficient to meet the requirements. Doing so may result in an INCOMPLETE APPLICATION and you may be DISQUALIFIED. Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the Minimum Requirements . Provide any relevant education, training, and experience in the spaces provided so we can evaluate your qualifications for the job. For each job held, give the name and address of your employer, your job title, beginning and ending dates, number of hours worked per week and description of work performed. If your application is incomplete, it will be rejected. NOTE: If you are unable to attach required documents, you must email the documents to the exam analyst, Alvin Hsu, at Ahsu@dcba.lacounty.gov within seven (7) calendar days of filing online. Please include the exam number and the exam title. Plan to submit your online application well in advance of the deadline as you may be required to verify your email address. This only needs to be done once per email address, and if you already have a job seeker account on www.governmentjobs.com/careers/lacounty , you can verify at any time by logging in and following the prompts. This is to enhance the security of your online application and to ensure you do not enter an incorrect email address. SOCIAL SECURITY NUMBER: Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number. NO SHARING OF USER ID AND PASSWORD: All applicants must file their application online using their own user ID and password. Using a family member's or friend's user ID and password may erase a candidate's original application record. COMPUTER AND INTERNET ACCESS AT PUBLIC LIBRARIES: For candidates who may not have regular access to a computer or the internet, applications can be completed on computers at public libraries throughout Los Angeles County. For more information, please visit their website at https://lacountylibrary.org or contact the specific libraries directly. FAIR CHANCE INITIATIVE: The County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment. The County will make an individual assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed . ANTI-RACISM, DIVERSITY, AND INCLUSION (ARDI) The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. The Department of Human Resources is committed to promoting Anti-racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst race. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices. CALIFORNIA RELAY SERVICES PHONE: (800) 735-2922 ADA COORDINATOR PHONE: (213) 948-2895 TELETYPE PHONE NUMBER: (800) 899-4099 ALTERNATE TELETYPE PHONE NUMBER: (800) 897- 0077 DEPARTMENT CONTACT Alvin Hsu, Exam Analyst (213) 948-2895 AHsu@dcba.lacounty.gov For detailed information, please click here
Jul 14, 2024
Full Time
Position/Program Information TYPE OF RECRUITMENT: OPEN COMPETITIVE EXAM NUMBER: CA1609A FIRST DAY OF FILING: Tuesday, May 28, 2024 at 8:00 A.M. (PT) Until the needs of the service are met and is subject to closure without prior notice. WHO WE ARE: The County of Los Angeles (County) is the largest employer in Southern California with more than 110,000 employees across 37 departments and an operating budget of $38 billion. The County serves the needs of over 10 million residents and 88 municipalities that lie within our boundaries. WHAT WE DO: At the Los Angeles County (County) Department of Consumer and Business Affairs (DCBA), we are committed to fostering a fair and dynamic marketplace and enhancing the economic wellbeing of our communities. DCBA is the only local freestanding consumer protection agency in the State, and since its establishment in 1975, our resources and areas of assistance have significantly expanded. We strive to improve the lives of all consumers, tenants, homeowners, immigrants, and workers. Today, we provide a diverse range of services to the residents of the County, including investigating and assisting with consumer complaints, real estate fraud, identity theft, and elder financial abuse. We also strive to keep people housed and in mitigating displacements through our rent stabilization, tenant protections programs and our foreclosure prevention services. DCBA works to expand access to justice and ensures that residents understand their rights, protect those rights, and obtain a fair outcome through our consumer protection programs, including Small Claims Advisor, dispute resolution and mediation programs, immigration legal services, eviction prevention program, and through our Self- Help Legal Access Centers (SHLAC). DCBA also oversees the County’s cannabis regulatory framework and is committed to ensuring an equitable, sustainable, and safe marketplace. Additionally, we drive initiatives that protect workers from exploitation, human trafficking, and provide access to services for vulnerable communities including low to moderate income families, foster youth, and immigrants. DCBA prides itself on providing extraordinary customer service and ensuring equitable access to our programs and resources for all residents of the County. THE OPPORTUNITY: We are seeking qualified candidates to fill Senior Public Information Specialist vacancies in our Communications division at DCBA. DEFINITION: Initiates, plans, develops, maintains, evaluates, implements, and coordinates a more complex and sensitive public information and engagement program; serves in a lead capacity or may serve as a supervisor to public information staff engaged in the planning and dissemination of information through various media channels. CLASSIFICATION STANDARDS: Under general direction, positions allocable to this class report to a higher-level manager or Communications Manager and are responsible for initiating, planning, developing, maintaining, evaluating, implementing, and coordinating more complex public information programs which may be highly-visible, controversial, or sensitive in nature. This class serves a lead role in organization crisis communications or emergency communication responses and provides media training for departmental subject matter experts representing the department before civic and community groups. Positions are characterized by performing the more complex public information functions, such as communicating with members of the news media; developing crisis communications plans; planning, writing, editing, and preparing the more complicated and sensitive material for dissemination through various communication channels, as well as researching departmental programs and investigating and resolving concerns regarding departmental matters. Positions in this class provide technical guidance to other professional, technical, and/or support staff assigned to public information activities. Incumbents must demonstrate a sophisticated understanding of methods of communicating with the County’s diverse, multilingual communities, and must possess professional-level verbal and written communication skills, applying communication principles, methods, practices, and techniques to engage local media and to convey information to the public through various media channels. Incumbents apply their substantial knowledge in utilizing various media outlets and social media platforms, including hyperlocal and ethnic media outlets. Incumbents in this class must have extensive knowledge of the Public Records Act. This class may also serve as a supervisor. Incumbents must seek professional development opportunities and continually update their skills. Essential Job Functions Serves as a key resource to executive management, advising on media relations, strategic communications, procedures, and processes. Provides technical guidance or supervises a team of lower-level public information staff. Establishes the objectives of the department’s public information program and develops strategies and tactics to accomplish these objectives. Organizes and may assign work, sets priorities, and follows-up to ensure coordination and completion of assigned work. Supervises the development and execution of communication strategies, tactics and deliverables, through various communication channels such as web and social media content, email newsletters, print collateral such as brochures, annual reports, and other content. Oversees the coordination and execution of videography, photography, and graphic design services, as needed. Researches and oversees research of departmental projects for proactive media outreach (story pitches). Develops procedures, standards, and guidelines for collection, review, and presentation of information to be communicated to the public through the various media channels and platforms. Coordinates releases and distribution to the media; organizes and arranges public information campaigns and press conferences. Identifies, develops, and maintains key communication channels, adapting and improving them in line with external trends and business needs. Handles intake and response to media requests for information under the California Public Records Act, in coordination with departmental management, County Counsel and the department’s Public Records Act coordinator. Attends and participates in meetings; stays abreast of new trends and innovations related to the field of public information and media relations. Serves as liaison between the department and media representatives and develops effective relationships with media outlets. Monitors and tracks issues affecting the department, monitors media channels and informs management accordingly. Works with department representatives to develop communications such as an annual report, annual budget, mission and vision, and other critical documents. Serves as an information conduit to Board staff and Board Deputies and alerts them of inquiries regarding high-profile or controversial issues affecting the department and provides opportunities to generate accurate media coverage to highlight departmental activities to the public. Responds to newsworthy events and media inquiries, which may include emergencies as a result of an epidemic or following the occurrence of natural or other disaster by providing contacts and immediate responsiveness to inquiries including receiving and assessing information, tailoring releases to the audience, cooperating with the Board Office, Chief Executive Office, communications media, and advising appropriate personnel. Develops and maintains internal communication projects. Assesses effectiveness of digital content using online metrics. Maintains departmental website’s public information content. Staffs public information booth and make presentations to community groups. Develops and manages annual operating budget and provides fiscal direction to the unit(s) supervised. Responds to emergencies, newsworthy events, and media inquiries. Drives to different sites, as necessary. Requirements SELECTION REQUIREMENTS: A Bachelor's degree*, or higher, from an accredited college or university with a major in Communications, Journalism, Public Administration, Public Relations, English or a closely-related field -AND- Four years of experience at the level of Los Angeles County’s class of Public Information Specialist** initiating, planning, developing, maintaining, evaluating, implementing, and coordinating a public information program***. LICENSE: A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions. Some positions may require a valid California Class C Driver License to perform job-related functions. PHYSICAL CLASS: Physical Class II - Light: This class includes administrative and clerical positions requiring light physical effort that may include occasional light lifting to a 10 pound limit and some bending, stooping, or squatting. Considerable ambulation may be involved. SPECIAL REQUIREMENT INFORMATION: *To receive credit for the required degree, you must include a legible copy of the official diploma, official transcripts, or official letter from the accredited institution which shows the area of specialization, at the time of filing or within 7 calendar days from the date of filing application. Please submit documentation to Ahsu@dcba.lacounty.gov and indicate your name, the exam name, and the exam number. **A Los Angeles County Public Information Specialist is defined as one who i nitiates, plans, develops, maintains, evaluates, implements, and coordinates a public information and engagement program for a County department. ***A Public Information program is one in which information is disseminated to internal and external audiences for the purpose of informing the public in support of an organization’s goals. Withhold Information No withholds will be allowed for this examination. Required experience must be fully met and indicated on the application on the last day of filling. Out-of-class will be accepted for this examination. Employees who wish to qualify using experience gained in county classifications not listed above must provide verification of qualifying out-of-class experience by providing official documentation of additional responsibility bonus, out-of-class bonus, temporary assignment bonus, or reclassification study with CEO Classification with your application at the time of filing or within 7 calendar days from the last date of application filing. Out of Class Bonuses, Temporary Bonuses, and Additional Responsibility Bonuses must be approved/signed by the departmental HR Manager or designated representative or will not be accepted. Employees do not need to submit such verification if they hold or have held one of the positions above, or a position deemed to be at equivalent level. Questionable experience will be verified through the departmental HR Manager when necessary. DESIRABLE QUALIFICATIONS: Additional points will be awarded to candidates who possess the following desirable qualifications: Experience performing public information work for a government agency Experience using various social media platforms to communicate internally and externally, managing, and creating content for an organization’s website Experience providing technical guidance and supervision over other public information staff Experience working with the public, external organizations, media and press to communicate an organization’s message to the public in support of its goals and purpose Experience managing and creating organizations publications utilizing software such as MS PowerPoint, Adobe/Illustrator, Photoshop, Canva and Vizio Additional Information EXAMINATION CONTENT: This examination will consist of an evaluation of education and experience based upon application information, desirable qualifications, and supplemental questionnaire, weighted 100%. Candidates must achieve a passing score of 70% or higher on the examination in order to be added on the eligible register. ELIGIBILITY INFORMATION: Applications will be processed on an "as received" basis and those receiving a passing score will be promulgated to the eligible register accordingly. The names of candidates receiving a passing grade on the examination will be placed on the eligible register and will appear in the order of their score group for a period of twelve (12) months following the date of eligibility. NO PERSON MAY COMPETE IN THIS EXAMINATION MORE THAN ONCE EVERY TWELVE (12) MONTHS. VACANCY INFORMATION: The eligible register resulting from this examination will be used to fill vacancies throughout the Department of Consumer and Business Affairs as they occur. AVAILABLE SHIFT: Appointees may be required to work any shift, including evenings, nights, weekends and holidays. APPLICATION AND FILING INFORMATION: APPLICATIONS MUST BE FILED ONLINE ONLY. APPLICATIONS SUBMITTED BY U.S. MAIL, FAX OR IN PERSON WILL NOT BE ACCEPTED. Apply online by clicking on the green "Apply" button at the top right of this posting. You can also track the status of your application using this website. This examination will remain open until the needs of the service are met. Application filing may be suspended at any time with or without advance notice. IMPORTANT NOTES : ALL information in the application materials is subject to VERIFICATION. We may reject your application at any point during the examination hiring process, including after the appointment has been made. Falsification of any information may result in disqualification or rescission of appointment. Utilizing VERBIAGE form the Class Specifications and Selection Requirements serving as your description of duties WILL NOT be sufficient to meet the requirements. Doing so may result in an INCOMPLETE APPLICATION and you may be DISQUALIFIED. Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the Minimum Requirements . Provide any relevant education, training, and experience in the spaces provided so we can evaluate your qualifications for the job. For each job held, give the name and address of your employer, your job title, beginning and ending dates, number of hours worked per week and description of work performed. If your application is incomplete, it will be rejected. NOTE: If you are unable to attach required documents, you must email the documents to the exam analyst, Alvin Hsu, at Ahsu@dcba.lacounty.gov within seven (7) calendar days of filing online. Please include the exam number and the exam title. Plan to submit your online application well in advance of the deadline as you may be required to verify your email address. This only needs to be done once per email address, and if you already have a job seeker account on www.governmentjobs.com/careers/lacounty , you can verify at any time by logging in and following the prompts. This is to enhance the security of your online application and to ensure you do not enter an incorrect email address. SOCIAL SECURITY NUMBER: Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number. NO SHARING OF USER ID AND PASSWORD: All applicants must file their application online using their own user ID and password. Using a family member's or friend's user ID and password may erase a candidate's original application record. COMPUTER AND INTERNET ACCESS AT PUBLIC LIBRARIES: For candidates who may not have regular access to a computer or the internet, applications can be completed on computers at public libraries throughout Los Angeles County. For more information, please visit their website at https://lacountylibrary.org or contact the specific libraries directly. FAIR CHANCE INITIATIVE: The County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment. The County will make an individual assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed . ANTI-RACISM, DIVERSITY, AND INCLUSION (ARDI) The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. The Department of Human Resources is committed to promoting Anti-racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst race. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices. CALIFORNIA RELAY SERVICES PHONE: (800) 735-2922 ADA COORDINATOR PHONE: (213) 948-2895 TELETYPE PHONE NUMBER: (800) 899-4099 ALTERNATE TELETYPE PHONE NUMBER: (800) 897- 0077 DEPARTMENT CONTACT Alvin Hsu, Exam Analyst (213) 948-2895 AHsu@dcba.lacounty.gov For detailed information, please click here
California State Polytechnic University Pomona
3801 West Temple Avenue, Pomona, CA 91768, USA
Type of Appointment : Full-time, Management Personnel Plan (MPP II) Anticipated Salary Range: $145,000 - $160,000 Annually (Commensurate with qualifications and experience) Benefits Include: (15) Paid Holidays, (24) Vacation Days, Comprehensive Benefits Package Recruitment Closing Date: Open Until Filled First Application Review Date: June 18, 2024 THE DEPARTMENT: Facilities Planning and Management (FP&M) leads the campus efforts in planning, development, and maintenance of the campus ‘natural and built environments in support of the university’s mission. The department seeks to preserve and enhance CPP’s history, aesthetics, physical assets, and natural ecosystems through coordinated planning, design, and construction of buildings, transportation systems, infrastructure, landscaping and other physical improvements. FP&M includes the EH&S function as well. As an advocate on behalf of the university and its auxiliaries, FPM strives to provide facilities that meet scope, budget, operational needs, functional and legal requirements. FPM is comprised of approximately 130 facilities professionals that also provides Facilities Operations and maintenance services including custodial services, landscaping, recycling, building and mechanical trades, energy and utility management, fleet and auto services. The workforce is culturally diverse and multilingual. Its composition includes full time staff throughout FPM who are also earning their degrees and many whom have graduated from Cal Poly Pomona. The staff includes architects and engineers, accountants, planners, project managers, administrative staff, carpenters, plumbers, locksmiths, painters, electricians, landscape architects, computer technicians, custodians and other building and mechanical trade technicians. DUTIES AND RESPONSIBILITIES: Manages all aspects of assigned projects through the full course of the project life cycle including planning, design, construction, and closeout phases. Independently leads and direct projects requiring high levels of functional integration and involving multiple disciplines to be managed. This includes those associated with real estate development, capital improvements, major maintenance and repair, capital renewal, deferred maintenance, and infrastructure improvements. Administers and interprets CSU’s design and construction policies, procedures, and guidelines for all campus projects to ensure compliance with approved project program, budget and scheduling goals. Responsible for quality and cost control of projects. Oversees all project development milestone activities to ensure that: adequate plan and constructability reviews are performed, required agency plan checks for code compliance, and appropriate peer reviews are conducted for all public works or capital improvement projects, including the selection, contract preparation, hiring and contract administration, payment, and evaluation of retained professional consultants. Submits reports, as requested, concerning all facets of a project including budget, schedule, cash flow, outstanding issues, quality control, RFIs, submittal logs, inspection logs, contingency balance and other pertinent issues. The incumbent may serve as point of contact for any system or campus audits of capital projects. The incumbent directs, oversees and when necessary completes tasks personally with the Design and Construction team to ensure the design documents, bid documents and procedures, reviews and construction meet the requirements of the campus, CSU and laws. Oversees the team’s administration of design contracts, bid documents and administration, construction administration and closeout and all the associated tasks. Chairs monthly construction impact meetings during the construction period to facilitate communication of construction progress and impacts affecting the campus community. Coordinates bid package reviews including constructability and/or value engineering reviews, preparation of bid documents, advertising, award of construction contracts, and issuance of the Notice to Proceed. Arranges onsite inspection approval of contractor payments analyzes and negotiates change orders, filing of “Notice of Completion”, dispute resolution, etc. Reviews and approves construction contract change orders and progress payment requests and documents the progress of the construction work. Conducts claims management and final project close out. Resolves all project related contractual issues collaboratively with the Chancellor’s Office of General Counsel and Capital Planning, Design and Construction (CPDC). Collaborate openly with FP&M’s Transportation and Capital Planning unit to review and receive the results of Planning efforts through feasibility, early programming and securing funding phases. The incumbent will then lead the Design and Construction of the improvements funded. The incumbent will be responsible for contributing design and construction perspective in the preparation and submittals and receipts of requests for Capital Improvements for both campus-funded and systemwide funded projects. The incumbent will serve as the Campus Deputy Building Official maintaining and updating the building permitting and inspection program to best in CSU class status. Incumbent is responsible for all construction work to be reviewed, permitted, inspected and finalized in compliance with all applicable codes and standards, through the required agency plan checks, appropriate peer reviews and receive all necessary approvals. The specific detailed authorities, duties and processes for CSU as the Authority Having Jurisdiction are outlined in the Guidelines, Requirements and Best Practices for CSU Construction Document, Plan Review and Permit Authorizations document published by CSU’s Chief Building Official. The incumbent will provide general oversight of the Document Resource Center (DRC) which is the repository for record drawings. The Document Resource Center also holds the records for system-wide reports and studies related to long-range facilities programming. Directs, oversees and coordinates Project Managers, Project Coordinators, Inspector(s) of Record and contracted staff, as required for each capital project in design and construction. Applies a "team leader/coach” approach, with a service-oriented win-win attitude, strong technical skills and communication skills, both written and oral. Promotes and projects a positive attitude, a quality customer service philosophy in the department, and leads by example. Conducts performance evaluations, counsels’ staff on job functions and attendance, and deals with personnel issues. Communicates effectively to ensure that all staff are kept current and aware of new materials, methods, equipment, safety, and regulations in their particular field. Updates and reviews job descriptions and leads the hiring process for teammates when funding is available. Actively works to achieve CPP’s Strategic Plan Initiative 5 to advance organizational development and employee excellence and become a workplace of choice and developing teammates. QUALIFICATIONS: Valid California Driver’s License and insurance Graduation from an accredited four-year college/university with an undergraduate degree in engineering, architecture, or construction management, or a closely related field, or any combination of education and experience that totals at least 10 years. One or more of the following licenses or credentials A current State of California Architect license A current State of California Professional Engineer license An International Code Council (ICC) certification as a B2 Commercial Building Inspector or B3 Building Plans examiner Alternatively, the ability to secure the qualifications within 12 months of appointment. Seven (7) years of progressively responsible professional and administrative experience involving public works design and construction. Experience in the administration of Building Code. The successful candidate must have superior verbal and written communication skills. The individual should demonstrate the ability to act independently with high integrity, exercise good judgment, provide constituencies and management with clear feedback, and make independent decisions as appropriate. The incumbent must possess strong interpersonal skills; the ability to establish and maintain a productive working relationship to communicate effectively with diverse constituencies within the university, the Chancellor’s Office and with contractors and consultants. The ability to read, interpret and formulate capital project budget estimates and make formal presentations to campus constituents. The incumbent must continue to be current of all state and federal laws and codes relating to physical barrier removal (e.g., compliant signage, curb cuts, and accessible doors/entrances and construction). PREFERRED EXPERIENCE: Certified Access Specialist (CASp) designation to facilitate an inclusive Cal Poly through its physical facilities and comply with the law. An advanced degree in related field. Equity, Diversity, and Inclusion At Cal Poly Pomona, we are committed to the urgent and ongoing work of creating and sustaining an inclusive campus where all students, faculty, and staff are welcomed, respected and can flourish to achieve their dreams of success. We believe diversity strengthens community. Cal Poly Pomona proudly holds designations as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI). In 2022, the campus launched the Black Thriving Initiative recognizing that Cal Poly Pomona’s future as a university must be linked to the success of its Black community. More information about our campus initiatives can be found on the Office of Inclusive Excellence’s website . Out of State Work The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU’s mission is to prepare educated, responsible individuals to contribute to California’s schools, economy, culture, and future. As an agency of the State of California, the CSU’s business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to https://calstate.policystat.com/policy/10899725/latest/ . Background Check Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate’s conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to https://calstate.policystat.com/policy/13813878/latest/ . Employment Eligibility Verification Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go to https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents . Conflict of Interest This position is a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position is required to file financial interest disclosure forms subject to state regulations. For more information, go to https://www.cpp.edu/eoda-hr/departments/hrpar/coi.shtml . Outside Employment Disclosure Executive and Management Plan Personnel employees must disclose all current outside employment at the time of hire as a precondition of hire and at the following times after hire: annually in July, within 30 days of accepting outside employment, and upon their manager’s request. For more information, go to https://www.cpp.edu/eoda-hr/departments/hrpar/outside-employment-disclosure.shtml . Child Abuse/Neglect Reporting Act (CANRA) The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. See policy at https://calstate.policystat.com/v2/policy/10927154/latest/ . Security & Fire Safety In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona’s Annual Security Report and Annual Fire Safety Report are available for viewing at: https://www.cpp.edu/pdfs/annual_security_report.pdf and https://www.cpp.edu/housing/documents/fire_safety_report.pdf. Pay Transparency Nondiscrimination As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. For more information, see the Pay Transparency Nondiscrimination Provision poster . Reasonable Accommodation We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ADACoordinator@cpp.edu . For more information, go to Employment Notices . Equal Employment Opportunity Cal Poly Pomona is an Equal Opportunity Employer, committed to promoting an inclusive and diverse workforce. The university subscribes to all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and veteran or military status. We engage the talents of all qualified workers, regardless of their background. More information is available at Equal Employment Opportunity statement . Other Notices For other important employment notices, we invite you to visit Cal Poly Pomona’s Employment Notices web page. Advertised: Jun 04 2024 Pacific Daylight Time Applications close: Closing Date/Time:
Jul 14, 2024
Type of Appointment : Full-time, Management Personnel Plan (MPP II) Anticipated Salary Range: $145,000 - $160,000 Annually (Commensurate with qualifications and experience) Benefits Include: (15) Paid Holidays, (24) Vacation Days, Comprehensive Benefits Package Recruitment Closing Date: Open Until Filled First Application Review Date: June 18, 2024 THE DEPARTMENT: Facilities Planning and Management (FP&M) leads the campus efforts in planning, development, and maintenance of the campus ‘natural and built environments in support of the university’s mission. The department seeks to preserve and enhance CPP’s history, aesthetics, physical assets, and natural ecosystems through coordinated planning, design, and construction of buildings, transportation systems, infrastructure, landscaping and other physical improvements. FP&M includes the EH&S function as well. As an advocate on behalf of the university and its auxiliaries, FPM strives to provide facilities that meet scope, budget, operational needs, functional and legal requirements. FPM is comprised of approximately 130 facilities professionals that also provides Facilities Operations and maintenance services including custodial services, landscaping, recycling, building and mechanical trades, energy and utility management, fleet and auto services. The workforce is culturally diverse and multilingual. Its composition includes full time staff throughout FPM who are also earning their degrees and many whom have graduated from Cal Poly Pomona. The staff includes architects and engineers, accountants, planners, project managers, administrative staff, carpenters, plumbers, locksmiths, painters, electricians, landscape architects, computer technicians, custodians and other building and mechanical trade technicians. DUTIES AND RESPONSIBILITIES: Manages all aspects of assigned projects through the full course of the project life cycle including planning, design, construction, and closeout phases. Independently leads and direct projects requiring high levels of functional integration and involving multiple disciplines to be managed. This includes those associated with real estate development, capital improvements, major maintenance and repair, capital renewal, deferred maintenance, and infrastructure improvements. Administers and interprets CSU’s design and construction policies, procedures, and guidelines for all campus projects to ensure compliance with approved project program, budget and scheduling goals. Responsible for quality and cost control of projects. Oversees all project development milestone activities to ensure that: adequate plan and constructability reviews are performed, required agency plan checks for code compliance, and appropriate peer reviews are conducted for all public works or capital improvement projects, including the selection, contract preparation, hiring and contract administration, payment, and evaluation of retained professional consultants. Submits reports, as requested, concerning all facets of a project including budget, schedule, cash flow, outstanding issues, quality control, RFIs, submittal logs, inspection logs, contingency balance and other pertinent issues. The incumbent may serve as point of contact for any system or campus audits of capital projects. The incumbent directs, oversees and when necessary completes tasks personally with the Design and Construction team to ensure the design documents, bid documents and procedures, reviews and construction meet the requirements of the campus, CSU and laws. Oversees the team’s administration of design contracts, bid documents and administration, construction administration and closeout and all the associated tasks. Chairs monthly construction impact meetings during the construction period to facilitate communication of construction progress and impacts affecting the campus community. Coordinates bid package reviews including constructability and/or value engineering reviews, preparation of bid documents, advertising, award of construction contracts, and issuance of the Notice to Proceed. Arranges onsite inspection approval of contractor payments analyzes and negotiates change orders, filing of “Notice of Completion”, dispute resolution, etc. Reviews and approves construction contract change orders and progress payment requests and documents the progress of the construction work. Conducts claims management and final project close out. Resolves all project related contractual issues collaboratively with the Chancellor’s Office of General Counsel and Capital Planning, Design and Construction (CPDC). Collaborate openly with FP&M’s Transportation and Capital Planning unit to review and receive the results of Planning efforts through feasibility, early programming and securing funding phases. The incumbent will then lead the Design and Construction of the improvements funded. The incumbent will be responsible for contributing design and construction perspective in the preparation and submittals and receipts of requests for Capital Improvements for both campus-funded and systemwide funded projects. The incumbent will serve as the Campus Deputy Building Official maintaining and updating the building permitting and inspection program to best in CSU class status. Incumbent is responsible for all construction work to be reviewed, permitted, inspected and finalized in compliance with all applicable codes and standards, through the required agency plan checks, appropriate peer reviews and receive all necessary approvals. The specific detailed authorities, duties and processes for CSU as the Authority Having Jurisdiction are outlined in the Guidelines, Requirements and Best Practices for CSU Construction Document, Plan Review and Permit Authorizations document published by CSU’s Chief Building Official. The incumbent will provide general oversight of the Document Resource Center (DRC) which is the repository for record drawings. The Document Resource Center also holds the records for system-wide reports and studies related to long-range facilities programming. Directs, oversees and coordinates Project Managers, Project Coordinators, Inspector(s) of Record and contracted staff, as required for each capital project in design and construction. Applies a "team leader/coach” approach, with a service-oriented win-win attitude, strong technical skills and communication skills, both written and oral. Promotes and projects a positive attitude, a quality customer service philosophy in the department, and leads by example. Conducts performance evaluations, counsels’ staff on job functions and attendance, and deals with personnel issues. Communicates effectively to ensure that all staff are kept current and aware of new materials, methods, equipment, safety, and regulations in their particular field. Updates and reviews job descriptions and leads the hiring process for teammates when funding is available. Actively works to achieve CPP’s Strategic Plan Initiative 5 to advance organizational development and employee excellence and become a workplace of choice and developing teammates. QUALIFICATIONS: Valid California Driver’s License and insurance Graduation from an accredited four-year college/university with an undergraduate degree in engineering, architecture, or construction management, or a closely related field, or any combination of education and experience that totals at least 10 years. One or more of the following licenses or credentials A current State of California Architect license A current State of California Professional Engineer license An International Code Council (ICC) certification as a B2 Commercial Building Inspector or B3 Building Plans examiner Alternatively, the ability to secure the qualifications within 12 months of appointment. Seven (7) years of progressively responsible professional and administrative experience involving public works design and construction. Experience in the administration of Building Code. The successful candidate must have superior verbal and written communication skills. The individual should demonstrate the ability to act independently with high integrity, exercise good judgment, provide constituencies and management with clear feedback, and make independent decisions as appropriate. The incumbent must possess strong interpersonal skills; the ability to establish and maintain a productive working relationship to communicate effectively with diverse constituencies within the university, the Chancellor’s Office and with contractors and consultants. The ability to read, interpret and formulate capital project budget estimates and make formal presentations to campus constituents. The incumbent must continue to be current of all state and federal laws and codes relating to physical barrier removal (e.g., compliant signage, curb cuts, and accessible doors/entrances and construction). PREFERRED EXPERIENCE: Certified Access Specialist (CASp) designation to facilitate an inclusive Cal Poly through its physical facilities and comply with the law. An advanced degree in related field. Equity, Diversity, and Inclusion At Cal Poly Pomona, we are committed to the urgent and ongoing work of creating and sustaining an inclusive campus where all students, faculty, and staff are welcomed, respected and can flourish to achieve their dreams of success. We believe diversity strengthens community. Cal Poly Pomona proudly holds designations as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI). In 2022, the campus launched the Black Thriving Initiative recognizing that Cal Poly Pomona’s future as a university must be linked to the success of its Black community. More information about our campus initiatives can be found on the Office of Inclusive Excellence’s website . Out of State Work The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU’s mission is to prepare educated, responsible individuals to contribute to California’s schools, economy, culture, and future. As an agency of the State of California, the CSU’s business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to https://calstate.policystat.com/policy/10899725/latest/ . Background Check Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate’s conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to https://calstate.policystat.com/policy/13813878/latest/ . Employment Eligibility Verification Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go to https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents . Conflict of Interest This position is a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position is required to file financial interest disclosure forms subject to state regulations. For more information, go to https://www.cpp.edu/eoda-hr/departments/hrpar/coi.shtml . Outside Employment Disclosure Executive and Management Plan Personnel employees must disclose all current outside employment at the time of hire as a precondition of hire and at the following times after hire: annually in July, within 30 days of accepting outside employment, and upon their manager’s request. For more information, go to https://www.cpp.edu/eoda-hr/departments/hrpar/outside-employment-disclosure.shtml . Child Abuse/Neglect Reporting Act (CANRA) The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. See policy at https://calstate.policystat.com/v2/policy/10927154/latest/ . Security & Fire Safety In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona’s Annual Security Report and Annual Fire Safety Report are available for viewing at: https://www.cpp.edu/pdfs/annual_security_report.pdf and https://www.cpp.edu/housing/documents/fire_safety_report.pdf. Pay Transparency Nondiscrimination As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. For more information, see the Pay Transparency Nondiscrimination Provision poster . Reasonable Accommodation We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ADACoordinator@cpp.edu . For more information, go to Employment Notices . Equal Employment Opportunity Cal Poly Pomona is an Equal Opportunity Employer, committed to promoting an inclusive and diverse workforce. The university subscribes to all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and veteran or military status. We engage the talents of all qualified workers, regardless of their background. More information is available at Equal Employment Opportunity statement . Other Notices For other important employment notices, we invite you to visit Cal Poly Pomona’s Employment Notices web page. Advertised: Jun 04 2024 Pacific Daylight Time Applications close: Closing Date/Time: