Public Inquiry and Response Unit Lead

Job Description and Duties

The Public Inquiry and Response (PIAR) Unit of CDSS Public Affairs on Outreach Programs is seeking a highly motivated, positive, and collaborative individual with strong interpersonal skills to lead a call center team dedicated to providing excellent customer service to those most in need.

This manager leads efforts to assist applicants/recipients of public assistance programs who are experiencing issues with applications or benefits, administers Department policies at a high, strategic level, and and oversees responses to inquiries from the COSS Director's Office, Directorate, Governor's Office, Legislators, and the California Health and Human Services Agency.

The Department of Social Services does not participate in E-Verify for employment authorization purposes.  Applicants must be authorized to work in the United States without the need for visa sponsorship by the start date of employment. 

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You will find additional information about the job in the .

Working Conditions

This work location is very convenient! The CDSS is located two blocks from the light rail and public transportation: within walking distance of the State Capitol, parks, restaurants, a farmers’ market, and the Golden 1 Arena. Our building has easy access to I-5, Highway 50, and Highway 80.

This position may be eligible for Hybrid work. In-person attendance is required based on the operational needs of the position and in accordance with   the Statewide Hybrid Telework Policy, Government Code section 14200, and any applicable department telework requirements.  The successful candidate must reside in California at the time of appointment. Proof of California residency may be required .

Please note: Regular commute is not compensable.

Special Requirements

Do not include any confidential information on any documents (i.e., application, resume, or transcripts) you submit for this job vacancy. Confidential information that should be excluded or removed from these documents include but is not limited to: Social Security Number (SSN), birthday and/or age, photos, student/other ID number, driver’s license number (unless required), basis of eligibility, exam results, LEAP status, and marital status. Confidential information submitted via a CalCareer Account (electronic application) is automatically redacted upon submission.

Candidates are required to submit a Statement of Qualifications (SOQ) describing how the candidate’s work experience, training, education, and skills relate to the duties of this position as outlined in the duty statement. The SOQ should be typed in 12-point Arial font and be no more than one page in length. Cover letters and résumés are not accepted in place of a SOQ. Please clearly state on your document “Statement of Qualifications.” Applications received without a SOQ will not be considered.

If you are meeting minimum qualifications with education, you must include your unofficial transcripts for verification. If selected, you may be required to provide official transcripts at the time of hire.

Candidates who reside outside of the State of California may be admitted to the job interview, but they must provide proof of residence in California prior to being eligible for appointment.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

Please highlight your knowledge, skills, and experience related to the below desirable qualifications in your application package:

- Experience serving in a supervisory capacity, administering policies, serving as a subject matter expert, and working with high-level leadership in an organization.

- Experience delivering customer service and/or showing empathy and respect toward customers in need.

- Experience planning and executing goals and/or showing leadership initiative.

- Knowledge and understanding or willingness and ability to learn about the CDSS organization and business programs.

Benefits

TRANSPORTATION REIMBURSEMENT

• Public transit (mass transit) passes.
  • 100 percent discount on public transit passes sold by state agencies, up to the monthly exclusion amount provided by the Internal Revenue Service (IRS).
  • 100 percent reimbursement on public transit passes purchased by state employees, up to the monthly exclusion amount provided by the IRS.
• Vanpool drivers and riders
  • 100 percent reimbursement on the monthly fee, up to the monthly exclusion amount provided by the IRS.

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

Personal Leave Program (PLP) 2025

Personal Leave Program (PLP) 2025 - Salaries do not reflect reductions from the Personal Leave Program, please see the applicable for additional information on the length and percentage of reductions.

Required Application Package Documents

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

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

  (SOQ) Please see the Special Requirements section of this job advertisement for detailed instructions for the SOQ submission.