Apply as a Transfer/Demotion applicant

$31.37-$39.70 hourly / $5,437.00-$6,881.00 monthly / $65,249.60-$82,576.00 yearly


Under supervision, to provide assistance and support to Human Services Department (HSD) staff concerning the human services related data applications, such as CalWIN; to resolve and/or coordinate the resolution of problems; to provide instructions and training on system use, access and applications; to create problem tickets and review cases in human services data applications; to determine solutions or escalate issues; to consult with human services staff and other agency staff to resolve problems; to track and document progress and outcomes; and to do other work as required.

Distinguishing Characteristics

This class is distinguished by its responsibility for providing assistance, training and problem resolution to HSD staff regarding human services data applications and systems that interface with them. Incumbents are required to apply extensive knowledge of multiple public assistance programs and to provide functional direction to staff related to their use of those human services applications. Incumbents troubleshoot basic software and hardware problems over the phone and escalate them to information technology (IT) staff if necessary. This class is distinguished from classes in the information technology series in that the latter classes require technical education and experience to support the integrity and/or data structure of the underlying application, data base, operating system or hardware.

Typical Tasks

  • Assists users with screen navigation and other utilization issues in one or more human services applications (such as CalWIN, the MEDS system, CWS/CMS, etc.).
  • Troubleshoots and researches problems related to the use, application and operation of human services data applications. Refers escalated problems to vendor, local subject matter experts or IT staff. Tracks and monitors outcomes of problems and informs users of outcomes. May serve as liaison between technical staff and users to resolve basic problems.
  • Assists users with basic system or hardware problems (such as network passwords and printer connectivity), documents problems via trouble tickets, and refers problems that cannot be resolved on to IT support staff by escalating trouble tickets.
  • Prepares and participates in training on the use and application of human services data applications and systems.
  • Participates in system user groups to assist in the development of methods to resolve user problems. May research regulations, procedures and/or technical reference materials for human services data applications.
  • Participates in testing of new human services data applications system releases and fixes.
  • Prepares or assists in the preparation of reports and documentation using data maintained in human services systems and records of trouble tickets and problem resolution. Provides feedback to system users and others concerning error trends and tips for problem avoidance and resolution.
  • Serves as an information resource to program staff, IT staff, developer group or system vendor and other counties regarding system use and data application needs and issues.
  • Interacts directly with systems and program analysts and consortium staff to resolve systems problems and helps identify needs for possible system changes. Assists in the development of change recommendations to enhance system effectiveness and improve system functionality.
  • May act as a resource for Staff Development trainings, provide support to trainer and attend unit/division meetings to provide feedback. May provide information for curriculum development and/or present specific information to staff attending a training class.
  • Performs other related tasks as assigned.

Employment Standards

Thorough knowledge of:

  • Federal, State and local regulations governing public assistance eligibility programs.
  • The principles, practices, policies and procedures of assigned program(s) supported by human services data applications and systems.

Working knowledge of:

  • Human services data applications and related State and local automated programs from a user perspective.
  • Record keeping and reporting methods.
  • County/Department standard office automation software.

Ability to:

  • Understand and apply rules, regulations, policies and legislation.
  • Stay current on new program regulations and legislation and assist with determining the impact of regulatory change on the supporting system.
  • Assess and resolve system use and application problems and follow through to resolution.
  • Evaluate and interpret automated information systems from a user perspective.
  • Identify, evaluate and research computer system operational problems.
  • Train and instruct individuals and groups on the use of the human services data applications and systems.
  • Communicate clearly and concisely, both verbally and in writing.
  • Communicate effectively with system users and explain data applications concepts to non-technical staff.
  • Read and comprehend written material on a wide variety of technical subjects.
  • Work cooperatively and effectively with other staff members, customers, vendors and contractors.
  • Prioritize multiple tasks.
  • Work independently and as a team.
  • Use good judgment and work with minimal direction.
  • Gain a basic familiarity with the operating systems and general office software commonly utilized in the department.
  • Learn basic principles and practices of system configuration and hardware and network connectivity.

Education and Experience:

Any combination of training and experience that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

The equivalent of two years of experience as an Eligibility Worker III in the Santa Cruz County classified service.


Completion of 60 semester units or 90 quarter units at an accredited college or university, which included at least 12 semester or 18 quarter units in psychology, sociology, social welfare, computer science, business, office technology, information systems or a related field.


Two years of experience in public assistance eligibility determination in a California County Welfare Department, which must have included at least one year of responsibility for research and resolution of user problems in automated case management systems.

Substitution: Two years of additional qualifying experience may be substituted for the required education.



License: Possession and maintenance of a valid California Class C Driver License.

Background Investigation: Fingerprint check.

Previous Class Titles: Departmental Data Processing Coordinator

Bargaining Unit: 41

Worker's Comp Code: 0053

EEOC Code: 03 O

ccupational Unit Group: 84

CLASS: JJ1; EST: 1/14/2017;