Social Service Appeals Officer

The Position

Why join the Contra Costa Employment and Human Services Department?
Contra Costa County is excited to announce a recruitment for the position of Social Service Appeals Officer. This position will be in the Administrative Services Bureau of the Employment and Human Services Department (EHSD). We currently have one (1) vacancy.

The Appeals Officer reviews and investigates complex appeals and complaints involving categorical aid and service programs; represents EHSD on appeal and complaint matters, conducts evidentiary and grievance hearings and writes formal decisions; and conducts investigations of civil rights complaints.

We are looking for someone who is:

• An excellent and effective communicator. You will need to write and present information in a clear and articulate manner for State personnel and aid applicants or recipients.
• Organized. You will need to prioritize, manage and complete multiple tasks with varying deadlines in a timely manner.
• Ethical. You should apply the principles of confidentiality to your work, and treat customers from diverse racial, ethnic, and socio-economic backgrounds with dignity and respect.
• Collaborative. You will be working with appeals officers, appellants and their legal representatives, State officials, County department staff, and others contacted and encountered in the course of work.
• Self-motivated. You should be able to work independently, be adaptable as things change, and demonstrate initiative.
• Analytical. You will need to piece together multiple facts and timelines to make determinations.
• A team player. You will be working in a team environment.

What you will typically be responsible for:

• Reviewing case records and interviewing appropriate parties to obtain facts and clarification of points relating to issues being appealed for categorical aid and service programs
• Researching and reviewing local, state, and federal regulations related to granting categorical aid and service programs to ensure customers receive due process
• Preparing various documents, collecting, analyzing, and summarizing data
• Representing and testifying on behalf of the County in administrative hearings
• Serving as a hearing officer in evidentiary hearings, administering oaths, receiving written and verbal testimony, examining witnesses, and preparing written decisions
• Investigating complaints of discrimination in accordance with Civil Rights regulations
• Providing guidance and instruction to district staff on corrective actions to be taken on appeal and complaint matters
• Effectively engaging with State personnel, including Administrative Law Judges, Appeals representatives from other counties, advocates, authorized representatives, customers, and County Employment and Human Services staff.

A few reasons you might love this job:

• You will work and network with dedicated professionals who share the same passion for public service, helping those in need to get the public assistance benefits for which they qualify
• You will thrive in an environment that is fast-paced, multi-faceted, and demands complex thought and adaptability
• You will enjoy working both independently and collaboratively with supportive colleagues
• You will work in a team environment that values the highest standards of professionalism, ethics, and confidentiality
• You will enjoy the challenge of problem-solving

A few challenges you might face in this job:

• You will have to review and determine whether federal and state administrative policies are applied correctly at the County level and ensure that applicants and recipients of benefits receive due process
• You will deal with a wide array of federal, state and County regulatory guidelines
• You will manage multiple priorities with competing deadlines and adapt to and navigate through unforeseen changing circumstances
• You will need to exercise initiative and self-management
• You will work within a small unit and must be willing to assist when needed

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Critical Thinking: Analytically and logically evaluating information, propositions, and claims
• Fact Finding: Obtaining facts and data pertaining to an issue or question
• Legal & Regulatory Navigation: Understanding, interpreting, and ensuring compliance with laws and regulations
• Adaptability: Responding positively to change and modifying behavior as the situation requires
• Attention to Detail: Focusing on the details of work content, work steps, and final work products
• Establishing Credibility: Doing what you commit to doing and respecting the confidentiality of information and concerns shared by others
• Professional Integrity & Ethics: Displaying honesty, adherence to principles, and personal accountability
• Self-Management: Showing personal organization, self-discipline, and dependability
• Oral Communication: Engaging effectively in dialogue
• Writing: Communicating effectively in writing
• Professional Impact: Presenting yourself as a positive representative of the organization
• Teamwork: Collaborating with others to achieve shared goals

To read the complete job description, please visit the website, www.cccounty.us/hr

The eligible list established from this recruitment may be used to fill future openings for up to six (6) months.

Minimum Qualifications

License Required: Possession of a valid California Motor Vehicle Operator’s License. Out-of-State valid Motor Vehicle Operator's License will be accepted during the application process.

Education: Possession of a bachelor’s degree, from an accredited college or university, with a major in business or public administration, social or behavioral sciences, or a closely related field.

Experience: Either 1) Three (3) years of full-time experience in a public social service agency in a classification equivalent to Contra Costa County Eligibility Work Supervisor, Social Service Program Analyst or Social Work Supervisor with responsibilities for providing supervision, training, or program analysis to eligibility workers or social workers in categorical aid, public social service programs or 2) Three (3) years of full-time or its equivalent experience representing a public social service agency on categorical aid and/or service program appeals; or Three (3) years of experience in an In Home Supportive Services (IHSS) program in a classification equivalent to Contra Costa County Social Worker and possession of a IHSS Academy certificate issued by the State of California Department of Social Services.

Substitution for Education: Additional qualifying experience of the type noted above may be substituted for the required education on a year-for-year basis, up to a maximum of two years.

Substitution for Academic Major: One (1) year of additional qualifying experience, as noted above, may be substituted for the required academic major.

Desirable Qualifications:

• Experience with the act of direct and cross-examination
• Experience working in multiple benefit programs at the County level
• Experience navigating procedures relating to the appeal and hearing processes
• Training on diversity, equity, and inclusion
• Bilingual

Selection Process

Application Filing and Evaluation: Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.


Online Assessment: Candidates who possess the minimum qualifications will be invited to participate in an online interview. In the oral interview, candidates must achieve an average passing score of 70% or higher on each of the oral interview competencies, as well as an overall passing score of 70% or higher. The interview will measure candidates' competencies as they relate to the Social Service Appeals Officer position. These may include but are not limited to: Analyzing & Interpreting Data, Critical Thinking, Fact Finding, Legal & Regulatory Navigation, Oral Communication, and Writing. (Weighted: 100%)


The online interview will be administered remotely using a computer or mobile device such as a tablet. You will need access to a reliable internet connection to participate in the online interview, as well as computer or mobile device with a camera.

Meeting the minimum qualifications does not guarantee an invitation to participate in the selection process.

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment-specific questions, please contact Flor Robb at Flor.Robb@hrd.cccounty.us. For any technical issues, please contact the GovernmentJobs ’ applicant support team for assistance at +1 855-524-5627.

CONVICTION HISTORY

After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

To find more information on Benefits offered by Contra Costa County, please go to https://www.contracosta.ca.gov/1343/Employee-Benefits

Closing Date/Time: 12/2/2024 11:59 PM Pacific

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• Contra Costa County Human Resources Department

• 925-655-2100

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