MANAGEMENT SERVICES TECHNICIAN

Customer Service Phone Agent Department: Department of Social Services Salary: $3,558.00 – $5,032.00 per month (minimum of classification range for new to state). Location: Hybrid, with partial telework; office located near light rail. Responsibilities Provide excellent customer service and professionalism while assisting callers on the State Hearings Division toll‑free telephone number through inbound and outbound calls. Handle claims related to the California Fresh Food Assistance Program and California Work Opportunity and Responsibility to Kids (CalWORKs) through the Virtual Contact Center (VCC). Prepare and file oral state hearing requests in the Appeals Case Management system (ACMS) for applicants disputing public assistance benefits. Communicate policy, procedures, and program information in language readily understood by clients. Verify caller identity and record details of inquiries and actions taken to resolve each request. Determine the best course of action to meet caller needs and maintain organized, retrievable program material. Comply with HIPAA guidelines regarding handling confidential personal health information. Respond to calls from other California Department of Social Services entities, state departments, and county welfare departments regarding hearing requests, program activities, and special projects. Interpret policies and guidelines for the general public, internal and external stakeholders. Minimum Requirements Applicable to Management Services Technician classification. Minimum salary: $3,558.00 (Class A) or $4,017.00 (Class B). Working Conditions Work is conducted in a hybrid model with on‑site office hours and the option for telework. The office is located two blocks from light rail and public transportation, within walking distance to the State Capitol and other local amenities. Equal Opportunity Employer California is an equal opportunity employer. The state prohibits discrimination on the basis of age, ancestry, color, disability (mental and physical), the right to family and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation. #J-18808-Ljbffr State of California