County of Alameda

Service Support Specialist (#1133)

Bargaining Unit: SEIU 1021 - Clerical (010)
$24.83-$29.38 Hourly / $1,862.25-$2,203.50 BiWeekly /
$4,034.88-$4,774.25 Monthly / $48,418.50-$57,291.00 Yearly


DESCRIPTION

Under general supervision, to provide specialized clerical support functions to the In-Home Support 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

 

This is a specialized clerical classification specific to the IHSS program in the AAS Department of the SSA.  Incumbents in this classification are the client's contact person once an in-home visit has been made by the Social Worker.  They elicit and provide information to a large volume of clients and the general public who are in stressful situations.


EXAMPLES OF DUTIES

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

 

1.  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.

2.  Provide information to clients on available services, as needed.

3.  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.

4.  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.

5.  Research discrepancy of benefit notices or reports; if appropriate, forward documents to the Special Investigations Unit and/or other agencies as applicable for further action.

6.  May act as witness for the County in appeals cases; labor hearings; appear in court; provide all case history for appeal.

7.  Complete correspondence to providers and clients; i.e., tracers, stop payments, warning letters, notices of action, inquiries and telephone follow-up.

8.  Provide liaison services between clients, providers, relatives, attorneys and other agencies.

9.  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.

10.  Assists with the design of procedural forms; complete overpayment report forms.

11.  Conduct orientations/trainings, recertifications and outreach to the recipients and providers.

12.  As needed, may assist with clerical support tasks in other programmatic areas in AAS, due to special projects, temporary staffing shortage, relieve for leaves.


MINIMUM QUALIFICATIONS

Either I

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

Or II

The equivalent of two (2) years of full time clerical experience which included public contact in a California Public Assistance 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 "Example of Duties" section of this specification.

 

Knowledge of:

  • Basic math and spelling.
  • Alpha and numeric filing systems.
  • Modern office practices and procedures and standard office equipment operations.
  • Applicable laws, regulations, rules, and procedures as it relates to the work.
  • Case Management Information and Payrolling Systems.
  • Provisions of the California Welfare and Institutions Code, the Social Security Act and other pertinent legislation in the field of public assistance.

Ability to:

  • Communicate in a clear and concise manner, 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 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

6/2/92

Old document: 1193h

updated: jc

8/1/00

New doc: 1133.doc

CSC Date: 8/26/92

RE:po Revised clerical study 12/14/05

CSC Date: 6/7/2006

RE:kl  Revised 08/21/19

CSC Date: 09/25/19


BENEFITS

Alameda 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 different employee discount, fitness and health screening programs focused on overall well being.  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) 
  • 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, 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

  • 11 paid holidays
  • Floating Holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Catastrophic Sick Leave
  • Group Auto/Home Insurance
  • 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 brief summary of the benefits offered and can be subject to change.