Customer Service & Appeals Analyst (Merit Appeals Analyst)

This position may be eligible for a telework opportunity in accordance with departmental policies and operational needs. Employees are currently required to work in-person at least four (4) days per week in alignment with Executive Order N-22-25. Additional in-office days may be required based on operational needs.

• The office is located at 1810 16th Street, Sacramento
• Please note, CalHR is not an E-Verified employer.

Job Description and Duties

Under the supervision of the Supervisor II, the Analyst I supports the Appeals Division by providing responses to the public, state employees, state departments, and State Personnel Board (SPB) stakeholders regarding inquiries received by phone, email, or mail. The incumbent is responsible for analyzing the available information in the context of state civil service laws, rules, policies, and procedures, and determining jurisdiction and appeal rights. The incumbent is also responsible for analyzing incoming appeals and complaints and determining the basis for rejecting or accepting them. The incumbent will perform analytical review and disposition of the less complex and sensitive appeals filed with the SPB.

You will find additional information about the job in the Duty Statement.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• ANALYST I

Classification:

ANALYST I

$3,861.00 - $4,839.00 A/month

$4,181.00 - $5,233.00 B/month

$5,014.00 - $6,276.00 C/month

Special Requirements

All interested applicants are required to submit a Statement of Qualifications (SOQ). Please provide direct responses to each of the numbered items listed below. Applicants must number and include the full text of the SOQ items in their response. Please include specific examples of your education, training, and/or experience. SOQs should be limited to a maximum of two (2) pages, single-spaced, twelve-point Arial font, and 1" margins.

1. Describe your experience with effectively prioritizing multiple demands and deadlines.

2. Briefly describe three skills you will bring to this position that will assist you with performing the duties listed on the Duty Statement.

Note: Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and resumes do not take the place of the SOQ.

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 www.CalCareers.ca.gov. 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 - If you are using education to meet the Minimum Qualifications of the classification, please include your unofficial transcripts. If you are not using education, please bypass this requirement.
• A Statement of Qualifications (SOQ) is required and must be included. Please see the Special Requirements section for instructions.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

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:

• Knowledge of state personnel laws and policies
• Experience writing reports and documents
• Proficiency in Microsoft Office Suite and ability to learn and navigate complex software programs and databases
• Strong analytical, verbal, and written communication skills
• Ability to organize information, prioritize multiple workloads, and perform well under pressure to ensure deadlines are met
• Ability to develop and maintain cooperative working relationships and to effectively communicate to all levels of management

Steps for how to apply before midnight, August 25th = (Please email CalHR's recruiters when you have applied, [email protected])

- For more details of the job responsibilities (Duty Statement,) the minimum requirements, comp/benefits, and more click on the job posting link: https://calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=524739

- You will need to take the Analyst I exam if you have not already --> These questions relate to your experience and are used to determine the appropriate job classification based on your background/experience.

• https://calcareers.ca.gov/CalHrPublic/Exams/ExamBulletin.aspx?ExamControlId=4774

PLEASE view the details of the “Examination Information” AND the “Training and Experience Examination Preview” in the exam link. This information will help you with the exam.

• Click 'Apply' --> Login or create a CalCareers account if you do not have one already. Then click 'Continue' for the exam.
• The Limited Examination and Appointment Program (LEAP) is an optional pathway to state civil service for people with disabilities. Visit the CalHR LEAP page for additional information.

- Once you have taken the exam, go back to the job posting if you are not guided there: https://calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=524739 and click Apply --> "I have eligibility' and complete your application. Make sure your application (not your resume) shows how your experiences aligns with the duty statement and meets the minimum qualifications.

• Attach your resume and responses to the Statement of Qualifications. See the "Special Requirements" section for details on the Statement of Qualifications.

--> Not attaching your resume and response to the Statement of Qualifications questions on your application on CalCareers will prevent you from moving forward in the hiring process.

A couple tips to share for the exam and Statement of Qualifications:

- The Statement of Qualifications are like interview questions that you answer in writing. We do recommend using word.doc for your responses and keep to the requirements if it says two pages for example and the specific font of Arial 12 font. Take your time to think about your response in answering the questions. Also check spelling. Please do look at the duty statement from the job posting and match to your experience to answer the questions. Here is a link to more tips: https://www.calhr.ca.gov/Documents/FINAL%20-%20Candidate%20SOQ%20Guidance%201.pdf

- For the ‘exam,’ the exams are questions around your experience. Include all your experience from every job to volunteer work, internships, leading groups and/or projects, and more. Don’t sell yourself short. Before you start the exam, review the sample questions in the exam bulletin. This gives you a sense of what we’ll ask you. Have your resume handy. You’ll need it during the exam.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.