County of Alameda

Service Support Specialist (#1133)

Bargaining Unit: SEIU 1021 - Clerical (010)
$31.71-$37.53 Hourly / $2,378.25-$2,814.75 BiWeekly /
$5,152.88-$6,098.63 Monthly / $61,834.50-$73,183.50 Yearly

Notify Me when a Job Opens for the above position(s)

DESCRIPTION

Under general supervision, to provide specialized clerical support functions to the In Home Supportive Services (IHSS) program within the Adult & Aging Services (AAS) Department of the Social Services Agency (SSA); provide and receive a variety of information and referral services to IHSS clients; and perform other related clerical duties as required.

DISTINGUISHING FEATURES

The Services Support Specialist classification positions are located in the Social Services Agency. Employees perform specialized clerical duties pertaining to In-Home Supportive Services and may be assigned as waiting room receptionists. They elicit and provide information to a large volume of clients who are in stressful situations. As proficiency is gained, employees are expected to work adeptly with diminished supervision.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by the employees in this classification. However, the employees may perform other related duties at an equivalent level. Each employee in the classification does not necessarily perform all duties listed.

Complete case dictation and document in person or telephone client/provider contacts; confer with supervisor or Social Worker regarding caseload problems; refer case to Social Worker when there is a need for reassessment.
Provide information to clients on available services, as needed.
Explain to clients/providers program objectives and limitations as outlined by state policies and procedures, as well as their rights and responsibilities in the program.
Receive from and make phone calls to clients/providers to verify/provide information, answer questions, and explain rules and regulations; assist walk-in clients/providers.
Research discrepancies of benefits notices or reports; if appropriate, forward documents to the Special Investigations Unit and/or other agencies as applicable for further action.
May act as witness for the County of Alameda in appeals cases; and labor hearings; appear in court; and provide all case history for appeal.
Complete correspondence with providers and clients, i.e., tracers, stop payments, warning letters, notices of action, inquiries, and telephone follow-up.
Provide liaison services between clients, providers, relatives, attorneys, and other agencies.
Assist clients and providers with interpretation of allowable services, timesheets, problems, job matching, and share of cost; assist providers with completing and submitting forms, including Injury Reports.
Assists with the design of procedural forms; completes overpayment report forms.
Conduct orientations/trainings, recertifications, and outreach to the recipients and providers.
As needed, may assist with clerical support tasks in other programmatic areas in AAS, due to special projects, temporary staffing shortages, and relief for leaves.

MINIMUM QUALIFICATIONS

EITHER I

Experience:

The equivalent of one (1) year of full-time experience in the classification of Specialist Clerk I or an equivalent or higher-level clerical classification in the County of Alameda classified service.

OR II

Experience:

The equivalent of two (2) years of full time clerical experience, one (1) year which must have included experience providing or coordinating services for low-income families, elderly, or disabled individuals in a recognized public or non-profit social services, health, or human services agency.

NOTE: The Civil Service Commission may modify the Minimum Qualification in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

Basic math and spelling.
Alpha and numeric filing systems.
Techniques and practices for dealing with individuals from various socio-economic and ethnic groups, in person, via telephone, and through correspondence.
Modern office practices and procedures and standard office equipment operations.
Applicable laws, regulations, rules, and procedures related to the work.

Ability to:

Demonstrate courtesy and professionalism as they assist a diverse clientele and staff in a stressful environment under the pressure of workload and deadlines.
Communicate in a clear and concise, orally and in writing.
Write and/or print legibly.
Understand and follow complex oral and written directions and procedures.
Establish and maintain cooperative relationships with clients, the general public and coworkers.
Interview to facilitate the solicitation of required information.
Evaluate individual situations and make appropriate decisions.
Adapt to stressful and/or challenging situations.
Demonstrate interpersonal sensitivity.
Plan, organize, and coordinate work with minimal supervision.
Learn and utilize a variety of internal and external data systems as it relates to the work.
Learn and apply relevant laws, regulations, rules, and procedures as it relates to the work.

CLASS SPEC HISTORY

DFP:pb

06/02/92

Old document: 1193h

updated: jc

08/01/00

New doc: 1133.doc

CSC Date: 08/26/92

RE:po Revised clerical study 12/14/05

CSC Date: 06/07/06

RE:kl Revised 08/21/19

CSC Date:09/25/19

DRH:saa Revised 03/11/25

CSC Date:04/16/25

BENEFITS

The County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many employee discount, fitness and health screening programs focused on overall wellbeing. These benefits include but are not limited to*:

For your Health & Well-Being

Medical – HMO & PPO Plans
Dental – HMO & PPO Plans
Vision or Vision Reimbursement
Share the Savings
Basic Life Insurance
Supplemental Life Insurance (with optional dependent coverage for eligible employees)
Accidental Death and Dismemberment Insurance
County Allowance Credit
Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
Short-Term Disability Insurance
Long-Term Disability Insurance
Voluntary Benefits - Accident Insurance, Critical Illness, Long-Term Care, Hospital Indemnity and Legal Services
Employee Assistance Program

For your Financial Future

Retirement Plan - (Defined Benefit Pension Plan)
Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

12 paid holidays
Floating Holidays
Vacation and sick leave accrual
Vacation purchase program
Catastrophic Sick Leave
Pet Insurance
Commuter Benefits Program
Guaranteed Ride Home
Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
Employee Discount Program (e.g. theme parks, cell phone, etc.)
Child Care Resources
1st United Services Credit Union

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement. This provides a summary of the benefits offered and can be subject to change.