Services Support Assistant II

CalHR•Susanville, CA

About The Position

The Services Support Assistant II is the journey-level classification in the Services Support Assistant series. Working under general supervision, the incumbent operates department automated systems, equipment, and specialized software; performs data management and administrative program support; and carries out specialized clerical duties supporting professional and technical casework staff. Employees are expected to be fully qualified to operate a variety of departmental systems and programs and to complete day-to-day assignments with sustained speed and accuracy. The classification is normally filled through advancement from Services Support Assistant I; external candidates require prior related experience. The role’s primary focus is administrative program support and data management for departmental automated systems, distinguishing it from Office Assistant I/II positions, whose primary focus is general office support. Incumbents typically receive supervision from an Office Assistant Supervisor or another higher-level supervisor or manager.

Requirements

Meet one of the following minimum qualification patterns: one year of full-time experience performing Services Support Assistant I duties; or two years of full-time experience performing financial or statistical recordkeeping, or producing a variety of work products using a statewide automated system or software applications; or 30 semester units (45 quarter units) from an accredited college or university and one year of full-time experience in the specified recordkeeping or automated-system/software work.
Knowledge of personal computer operating systems, software applications such as MS Office, and related equipment.
Knowledge of statewide operating systems such as C-IV, MEDS, CWS/CMS, and CMIPS; department programs and functions; and legislation, rules, regulations, policies, and procedures related to public assistance programs and case administration.
Knowledge of program staff work methods; methods for researching, proofing, evaluating, gathering, organizing, and arranging data; report writing; training and presentation methods; records and time management; modern office practices; English usage; and basic arithmetic.
Ability to understand and follow oral and written instructions; use sound independent judgment within established procedures; learn assigned tasks, software, and automated systems; and evaluate information and troubleshoot problems using automated systems.
Ability to prepare reports, correspondence, documents, statistical data, graphs, and charts using a computer and software; provide system or software training and assistance; and understand detailed instructions and apply rules and regulations.
Ability to organize work, manage time, work productively under time pressure and interruptions, exercise tact, and maintain cooperative working relationships.
Applicants must possess integrity, initiative, dependability, good judgment, and a state of health consistent with performing assigned duties. A medical examination may be required.
Applicants must be authorized to work in the United States without visa sponsorship by the start of employment.
A valid driver's license may be required at appointment; employees may also be required to drive their own car and provide proof of insurance and DMV clearance.

Responsibilities

Enter data for case management, aid authorization, imaging, and statistical data maintenance.
Operate department systems, software, and related equipment to support programs, services, and administrative functions.
Maintain files and generate routine reports and documents using system resources.
Review and reconcile information in automated systems; assess and update records and take authorized corrective action.
Research procedures, regulations, and technical materials, and keep current on changes to regulations, programs, and systems.
Troubleshoot issues with individual records, cases, or participants by applying rules and regulations; provide information to case workers or coordinate with the help desk.
Coordinate with supervisors and management to produce and maintain files and information systems and to compose and create reports.
Gather data, conduct surveys, prepare reports, and develop training materials for system users.
Create spreadsheets, report formats, forms, and record-maintenance systems.
Respond to inquiries from the public, staff, and management, providing information or referring requests as appropriate.
Attend meetings and represent the department in information-sharing, system-improvement, and change-implementation discussions with other departments and agencies.
Assist with special projects designated by department management and perform related duties as assigned.