Complainant Liaison Unit Analyst

Job Description and Duties

You are required to complete employment history on the application form (STD 678).  You may be disqualified from the hiring and selection process if the employment history is incomplete or missing all dates, duties and responsibilities, contact names and phone numbers of supervisors.   Only the most qualified candidates will be invited for an interview.  

As a Complainant Liaison Unit Analyst, you will provide assistance to the public, internal and external stakeholders, research and resolve escalations, sensitive issues, act as liaison to the Board's Enforcement Program, provide excellent customer service and maintain regular contact with customers, and conduct outreach to provide information on the Board's Enforcement Process. 

In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians.

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

CalCareers Exams: Once you find the job you want, we need to learn more about you. We will evaluate your education, experience, abilities, and knowledge through an assessment. The assessment process can take many forms, including an interview or exam, depending on the job.

You will find additional information about the job in the .

Working Conditions

Candidates who reside outside of the State of California may be admitted to the job interview. However, they must reside in the State of California once they are hired and start working.

Effective July 1, 2025, the State of California implemented the Personal Leave Program 2025 (PLP 2025) which reduces an employee's monthly salary in exchange for leave credits. Employees appointed to this classification will have their monthly salary reduced and will accrue hours of PLP 2025 on the first day of each pay period as outlined on "Section 2113 - Personal Leave Program (PLP)" of the CalHR Manual. The salary range(s) included on this job posting do not reflect the reduction in pay.

Hours of work are Monday-Friday from 8:00 am to 5:00 pm.  The position is office based, with occasional Telework. 

Special Requirements

Criminal Offender Record Information: Title 11, section 703 (d) of the California Code of Regulations requires criminal record checks of all personnel who have access to Criminal Offender Record Information (CORI). Pursuant to this requirement, applicants for this position will be required to submit fingerprints to the Department of Justice and be cleared before hiring. In accordance to DCA's (CORI) procedures, clearance shall be maintained while employed in a CORI-designated position. Additionally, the position routinely works with sensitive and confidential issues and/or materials and is expected to maintain the privacy and confidentiality of documents and topics pertaining to individuals or to sensitive program materials at all times.

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:

The incumbent must have initiative, good judgment, prioritization of multiple projects, ability to communicate effectively both verbally and in writing and establish and maintain cooperative working relationships with co-workers, members of the public, and display excellent customer service skills.  Ability to operate a computer, ability to interpret and apply laws and regulations to specific situations, ability to follow oral and written instruction and established procedures, ability to gather and analyze facts and evidence; reason logically, draw valid conclusions and make appropriate recommendations and participate effectively in interviews.  Ability to prepare typed documents and accurate detailed reports clearly and concisely, ability to work independently with minimal supervision while meeting departmental performance expectations.  

Benefits

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

We offer mentorship and career guidance, free parking, close proximity to public transportation, supportive managers invested in your development, and a talented team with great minds.

The MBC has FREE PARKING and is located next to the Royal Oaks Light Rail Station.

Filing Instructions

If you are using education to meet the minimum qualifications, as specified in the classification specification ( please include a copy of your degree or unofficial transcripts with your application package. Please be aware that if you are selected for the position, you will be required to submit official sealed transcripts.

Using the online application system as specified in the announcement is the preferred method for applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Do not include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, and LEAP information.

Applicants who wish to submit hard copy applications shall use the most current version of the State application (STD. 678).

Applicants who fail to submit the most current version of the STD. 678 may be disqualified.

Multiple positions may become available.

Electronic Submission:

Application and any applicable required documents may be submitted electronically through CalCareers account. The application packages must be received electronically by 11:59 p.m. on the final filing date as state on the job vacancy announcement.

U.S Postal Service Mail:

Application and any applicable required documents may be submitted by mail. The envelope must be postmarked before or on the final filing date as stated on the job vacancy announcement.

Hand Delivery:

Application and any applicable required documents may be hand delivered by 5:00 p.m. on the final filing date as stated on the job vacancy announcement. Application packages postmarked, personally delivered, or received via interagency mail after 5:00 p.m. on the final filing date will not be accepted for any reason. Do not submit applications to the California Department of Human Resources (CalHR). Drop off location may be non-operational on weekends and holidays.

Please note the CalCareer system will not allow you to make changes to your application information once it is submitted. If you have updates to your online application after you have submitted it, please contact View email address on calcareers.ca.gov. For all other questions, regarding your CalHR CalCareer account, you may contact the CalCareer unit at Show phone number. 

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 -

  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:

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

  Statement of Qualifications (SOQ) Instructions:  The SOQ must be no more than two (2) pages in length, 12 pt. Arial font, and must address each of the items listed below.  Applicants must type the Job Control number and their name in the upper right-hand corner of each page.  

  1.  Describe your experience working with escalated and highly sensitive or urgent issues.

  2.  Describe the strategies you would rely on to maintain composure, ensure clear communication, de-escalate and resolve issues when faced with emotionally charged interactions.