The Auditor of Public Accounts (APA) is a constitutional office led by the elected Auditor of Public Accounts,
Allison Ball. The Commonwealth Office of the Ombudsman (COO), an office within the APA, serves Kentuckians who
receive public services through the Cabinet for Health and Family Services (CHFS), ensuring the Cabinet is
held accountable by providing recommendations to improve its performance. We answer questions about CHFS
programs, investigate customer complaints and work with CHFS management to resolve them, advise CHFS
management about patterns of complaints and recommend corrective action when appropriate. The COO aims to be
conscientious and responsive and provide meaningful feedback to Cabinet staff to improve customer service and
satisfaction and Cabinet effectiveness.
The Complaint Review Branch (CRB) is part of the COO’s Office of Citizen Services and Policy Integrity. It
reviews and makes recommendations to resolve complaints about the CHFS and services delivered by Cabinet
employees. The Branch issues recommendations to the CHFS concerning complaint trends to improve the Cabinet’s
performance and may require corrective action when policy violations are identified.
If you are looking for a team where you can add value by employing your years of experience, where you will
feel valued for your dependable work ethic and where you can excel while working with a small team to perform
complex tasks, this is the place for you. Our team members have a unique opportunity to work in a rewarding
and engaging environment at an agency that supports a healthy work to life balance, with the potential for
flexible schedules and telecommuting.
This Citizen Assistance Specialist will provide assistance to the public regarding complex issues and
complaints about government services, guide casework, act as a liaison for and coordinate programmatic
activities relative to the CHFS program area to which they are assigned, specifically Department of Behavioral
Health, Developmental and Intellectual Disabilities. They will also assist in research activities, conduct
special studies and investigations, and perform other duties as assigned.
The following tasks will be a part of the position:
Analyze basis for client contact with the office and the implications for the client and the Cabinet.
- In assigned area, research Cabinet policy and regulations as related their area.
- Provide referral assistance.
- Assume responsibility for the management of difficult to resolve client cases on an individual basis.
- Conduct research activities, special studies, and investigations.
- Gather pertinent information from client as related to the complaint and necessary for investigation.
- Conduct investigations concerning complaints.
- Identify complaint trends and make recommendations for correction; and issue corrective action plans to
agencies; conducting monthly re-reviews of the issued corrective action plans and working with leadership for
resolution.
- Guide other Office Citizen Assistance Specialists in answering routine inquiries related their assigned
area.
- Draft responses to administrators, elected officials, attorneys, clients, and, or, general public which
requires interpretation of Cabinet policies and procedures.
Preferred Experience:
Experience with the Department of Behavioral Health, Developmental and Intellectual Disabilities
- Experience interpreting Kentucky statutes, regulations, and CHFS policies
- Excellent oral and written communication skills with experience preparing reports and briefings for
management
Preferred Skills and Abilities:
Strong ability to work effectively with all levels of staff
- Strong technical review and research skills
- Strong analytical and organizational skills, as well as intense attention to detail
- The ability to problem-solve through critical and creative thinking
- Initiative to be self-motivated, follow through with assigned tasks, and meet established timeframes
with a minimum amount of direction
- Work effectively as part of a team and accept both peer and supervisor feedback
