Services Support Assistant III

About the role

The Services Support Assistant III operates automated systems or specialized software programs (such as MEDS, C-IV, CWS/CMS, CMIPS, etc.); performs complex program support functions; performs a variety of specialized duties in support of professional and technical staff; and performs related work as required.

Responsibilities

• Performs data entry transactions for case management, aid authorization, imaging and/or statistical data maintenance
• Operates a variety of operating systems, software, or related equipment to support a department's programs, services, and administrative functions
• Prioritizes and manages workload distribution; acts as technical resource on more difficult problems or specialized issues; monitors quality and timeliness of unit work; identifies and provides individual instruction to co-workers for work deficiencies; provides feedback to supervisor as requested
• Maintains files, writes or revises procedures and may generate reports and documents using system resources
• Reviews and reconciles system information (MEDS, C-IV, CWS/CMS, CMIPS, or other automated system); assesses and updates records; or takes corrective action or may direct others to take corrective action as appropriate
• Researches procedures, regulations, and/or technical materials as necessary
• Uses manuals, utilization guides, and All County Letters (ACL) System Change Requests (SCR), etc. to review upcoming changes to regulations, programs and systems to keep knowledge current
• Identifies the impacts of changes to automated systems and provides recommendations regarding changes; prepares information to inform users of changes or additions
• Troubleshoots problems with individual records, cases or participants by applying rules and regulations; provides information and interacts with case workers to correct issues or coordinates with the help desk to solve problems
• Captures data, conducts surveys, and prepares reports and develops training materials for system users; creates complex spreadsheets, report formats, forms, and record maintenance systems; may also prepare graphics for presentations and studies
• Responds to a variety of public, staff, and management inquiries, providing the requisite information, or referring the requests to supervisory and staff as appropriate
• Attends meetings and represents the department at meetings with other departments and agencies for information sharing, system improvements and implementation of changes
• Affords assistance in special projects designated by the department management

Requirements

Knowledge Of Personal computer operating systems, software, (MS Office, etc.) and related equipment
Statewide automated systems (C-IV, MEDS, CWS/CMS, CMIPS, etc.,)
Department programs, functions and objectives
Legislation, rules, regulations, policies and procedures related to multiple public assistance programs and related case administration techniques
Work methods and techniques used by program staff
Methods and techniques used in researching, proofing, evaluating, gathering, organizing, and arranging data
Report writing and proper format and style
Effective methods of training and presentations skills
Record keeping and time-management practices and procedures
Modern office practices and procedures
Correct English usage, spelling, grammar, and punctuation
Basic arithmetic
Ability To Understand and carry out oral and written instructions
Exercise sound and independent judgment in determining and selecting appropriate processes, alternatives, forms and desired actions within established work practices, procedures and commonly used regulations
Learn and perform assigned tasks and routines
Learn and develop skills with the more advanced and complex capabilities of computer software programs or automated systems
Evaluate and interpret information using an automated system and troubleshoot identified problems
Prepare a variety of reports, correspondence, documents, statistical data, graphs, and charts using a computer and software packages
Provide training and assistance for others in using assigned systems or software
Read and understand detailed and complicated instructions
Understand, interpret and apply rules and regulations; determine the impact of regulations on local operations and systems
Organize work schedules and budget time efficiently
Work productively under time pressure and with interruptions
Exercise tact when dealing with others
Establish and maintain cooperative working relationships with those contacted in the course of work

Qualifications

• One (1) year of full-time experience performing duties of a Services Support Assistant II
• Three (3) 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
• Successful completion of thirty (30) college semester units or forty-five (45) quarter units from an accredited college or university
• Two (2) 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