Job Description

Job Description and Duties

The incumbent works under the direction of the Chief, WIC Systems Support Section, Staff Services Manager II (SSM II) and supports the WIC WISE Service Desk and the California WIC Family Services Line, which entails providing customer service support to WIC local agencies and WIC families, in both English and Spanish. The incumbent reports on customer trends, responds to and documents complex phone and/or email inquiries, coordinates staffing schedules of support staff, and participates in User Acceptance Testing.

This position may be eligible for telework up to three (3) days per week and is required to report in-person to the designated headquarters office location a minimum of two (2) days per week. The amount of telework permitted is at the discretion of the Department and is subject to change, consistent with CDPH’s Telework Program. All employees who telework are required to be California residents in accordance with Government Code 14200. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment. Failure to meet this requirement may result in the job offer being rescinded.  Business travel may be required, and reimbursement considers an employee’s designated headquarters office subject to regulations and bargaining unit contract provisions. All commute expenses to the designated headquarters office will be the responsibility of the selected candidate.  The headquarters office lo cation for this position is identified in the attached duty statement.

Please let us know how you heard about our position by taking this brief survey: 
The salary information listed on this advertisement may not reflect recent salary increases from salary adjustments or changes in the fiscal year.

You will find additional information about the job in the .

Special Requirements

• The position(s) require(s) fluency in the Spanish language. If the State of California does not have a current record documenting your fluency in this language, you will be required to successfully pass an approved language fluency test prior to being hired.

For experience/education to qualify during the application screening process, and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678) and/or Resume, including detailed job descriptions,  hours worked per week , and  start/end dates (MM/DD/YYYY) .  Application packages without this information will experience delayed processing times and your eligibility for this position may be impacted.

A completed State application (STD. 678) and any other relevant documents (e.g., unofficial transcript, copy of degree, resume, etc.) should be submitted electronically via your CalCareers Account. Please reference  Job Control #469610  and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section. SROA and surplus candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e., social security number, date of birth) from your documents prior to submission.

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareers Account at Submitting an electronic application through your CalCareers account is strongly recommended since electronic applications will be received/processed faster than other methods of filing. Please submit only one application.

If you are unable to submit your application electronically through your CalCareers account, please email  apply@cdph.ca.gov for assistance and a CDPH Human Resources Division staff member will contact you to assist with the online application process or, a hard copy application package may be submitted through an alternative method as explained in the How to Apply section below. When submitting your application in hard copy, a completed copy of the Application Package listing must be included.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

1. Experience in a call center or customer service environment.

2. Experience in collecting, analyzing, and interpreting various forms of data.

3. Experience in interpreting, explaining, and creating processes and procedures to various audiences.

4. Ability to plan, prioritize, and organize tasks and shift priorities to meet program goals and deadlines.

5. Ability to communicate effectively verbally and in writing with staff at various levels, external stakeholders, and the general public.

6. Ability to take initiative to resolve challenges by researching and using available references and resources.

7. Knowledge in Microsoft Office (Outlook, Word, Excel, PowerPoint, and Teams)

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Supplemental Questionnaire

The completed Supplemental Questionnaire is required to be submitted along with the Application. Applicants must provide a separate response to each question below. The completed Supplemental Questionnaire must be limited to one (1) page per question, must be typed, single-spaced in 12-point Arial font, and must include the applicant’s name in the top right corner of each page. Responses are to include the question and must be numbered in the same order as the questions below. Resumes, letters, and other documents will not be considered as responses to the Supplemental Questionnaire. Applications without a Supplemental Questionnaire or those that don’t follow the above instructions may not be considered.

1. Please tell us how your training, skills, and experience qualifies you to perform the tasks specified in the duty statement.

2. Describe a time when you went above and beyond to provide excellent customer service.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Other -

  Please see Supplemental Questionnaire (SQ) instructions below at end of posting . Applications received without a written response to the SQ may be rejected.

Job Tags

Permanent employment, Full time, Contract work, Work at office, Local area, Remote work, Shift work, 2 days per week, 3 days per week,

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