Job Description

Posting number: MSS06295

Department: Merced County Human Services Agency

Job classification: Family Services Representative I/II (Merced Only)

Posting type: Open

Categories: Social Services

Summary

Under supervision, performs a variety of intake and ongoing case management tasks; utilizes automated system to conduct in-depth and analytical interactive interviewing and fact finding to authorize benefits for all public assistance programs; to identify and refer clients in need of health, social and/or employment services to other staff members or community resources; to perform other related duties, as assigned.

The Family Service Representative I is the entry level classification in the Family Service Representative series. Incumbents in this classification work under close supervision in a trainee capacity, with a portion of time in formal classroom training.

The Family Service Representative II is the journey level classification in the series. Incumbents in this classification carry a caseload of moderate difficulty, have high client contact and make independent decisions on a majority of issues regarding eligibility and benefits.

Examples of duties

Duties may include, but are not limited to, the following:

• Learns all areas of public assistance and case processing and management.
• Analyzes financial and eligibility information. Determines the level of benefits to which the client is entitled by making complex computations and/or computer entries and then analyzing the results.
• Performs interactive interviews in person or by telephone to elicit eligibility information.
• Communicates effectively both orally and in writing with clients and others while maintaining confidentiality.
• Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services.
• Authorizes benefits and notices of action. Generates appointment letters and other required documentation and correspondence.
• Monitors on-going eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions.
• Issues benefits from an automated computer system.
• Works with a diverse population of clients as described in Title VII (i.e. Age, Race, Religion) without discrimination.
• Determines need for additional services and makes referrals as needed.
• Organizes and prioritizes caseload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.

Knowledge of:

• Public social service programs goals and purpose.
• Laws, rules, regulations, policies and procedures governing eligibility for diverse public assistance programs and related case management techniques.
• Inter-relatedness of each public assistance program and its effect on the client.
• Situations requiring referral to employment, health or social service staff or community resources.
• In-depth and analytical interviewing and fact finding techniques.
• Available resources used to verify and obtain financial and social information.
• Modern office procedures, practices, and automated equipment.
• Basic record keeping practices and procedures.
• Business mathematical calculations.
• Automated system used within County social services departments.
• General functions of other areas within the Agency and how to integrate those activities to best serve the clients.
• Principles and practices of effective customer service.
• Cultural and human behavior, including knowledge of self, to interact effectively with clients and staff.

Ability to:

• Methods and techniques of conducting an investigative interview and information gathering in difficult or emotional circumstances.
• Plan and organize caseload to ensure and effectively use computer systems, software applications and modern business equipment to perform a variety of work tasks.
• Navigate through computer screens and effectively use computer systems, software applications and modern business equipment to perform a variety of work tasks.
• Apply the laws, rules and regulations governing eligibility and grant determination for multiple public assistance programs and the case administration of these programs.
• Communicate effectively both orally and in writing in standard English.
• Read, understand, apply and explain complicated and detailed correspondence and reports, complex regulations, and policy directives.
• Prepare and maintain accurate, clear, concise and orderly reports, statistics, and chronological records.
• Understand and follow complex instructions and procedures.
• Work in a fast-paced, professional office environment and prioritize a wide range of duties with varying time requirements to ensure timely completion.
• Understand and accept the difference in human behavior resulting from diverse socio-economic and cultural backgrounds and/or various forms of deprivation.
• Establish and maintain cooperative working relationships with the public and staff.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.

ESSENTIAL FUNCTIONS

• Operate multiple computer systems simultaneously and utilize other modern office equipment.
• Frequent use of hand-eye coordination.
• Frequently sit or stand for long periods of time.
• May be required to operate motor vehicle.
• Communicate effectively and professionally with others in person and over the telephone frequently and for extended periods of time.
• Learn new procedures and programs, analyze data, interpret directions, policies and regulations to develop appropriate responses.
• Perform job duties under stressful conditions and respond appropriately to situations.
• Maintain confidential information in accordance with legal standards and/or County regulations.
• Frequent use of depth perception, peripheral vision and color perception.
• Repetitive hand and arm motion using data entry devices including keyboard and mouse.
• Occasionally lift and carry up to 20 pounds.
• Normal dexterity, frequent holding and grasping.
• Regular attendance is an essential function.

Qualifications

FAMILY SERVICES REPRESENTATIVE I

OPTION I

Experience: One year full-time experience in an Eligibility Specialist Trainee classification in an Interagency Merit System (IMS) county.

OPTION II

Experience: One (1) year of full-time experience determining eligibility for health programs, loans, financial assistance, unemployment, or other benefits and two (2) years of clerical work involving public contact.

OPTION III

Experience: Two (2) years of full-time experience determining eligibility for health programs, loans, financial assistance, unemployment, or other benefits.

OPTION IV

Experience: Four (4) years of full-time clerical work involving public contact, interviewing, math computations, completion of forms or eliciting information from the public.

OPTION V

Education: Graduation from an accredited four-year college or university.

Qualifying experience or education may be combined in order to meet the above requirements. When combining education and experience; fifteen (15) semester units or twenty-two (22.5) quarter units equals six months of experience.

FAMILY SERVICES REPRESENTATIVE II

OPTION I

Experience: One (1) year of full time employment equivalent to a Family Services Representative I.

OPTION II

Experience: Two (2) years of full time experience determining eligibility for public assistance programs in a public human services agency.

Supplemental information

Training & Experience Examination – Weighted 100% | PDF File Examination

Multi-Level Recruitment – Family Services Representative I and Family Services Representative II

Applicants who meet the minimum qualifications for Family Services Representative I and Family Services Representative II will receive an email notification through GovernmentJobs with instructions for completing the applicable Training & Experience Examination in PDF format.

Applicants who meet the minimum qualifications for both classification levels will be required to complete separate examinations for each level. The examinations will be administered approximately two (2) weeks apart, beginning with the Family Services Representative I and followed by the Family Services Representative II examination.

Applicants must successfully pass the Family Services Representative I examination before proceeding to the Family Services Representative II examination. Applicants who do not receive a passing score on the Family Services Representative I examination will not be eligible to advance to the Family Services Representative II examination through this recruitment process.

To obtain placement on the eligibility list for each classification level, applicants must receive a minimum passing score of 70% on the applicable examination.

Applicants are encouraged to monitor their email, including spam or junk folders, for examination notifications and instructions from GovernmentJobs.

ELIGIBLE LIST INFORMATION

A departmental open eligible list will be established for the county of Merced County. The list will be utilized for 12 months after it is established unless the needs of the service and conditions of the list warrant a change in this period.

RETEST PERIOD

Once you have taken the examination, you may not retest for SIX (6) MONTHS from the established eligibility date.

SPECIAL TESTING ARRANGEMENTS

Special testing arrangements may be made to accommodate applicants for disability, military, or religious reasons. If you require such arrangements, please contact CalHR at mssprogram@calhr.ca.gov or 916-909-3701 upon notification that your application has been approved. Documentation from medical, military, school or church officials outlining the accommodation request must be received by our office a minimum of five business days prior to a scheduled examination.

EDUCATION DOCUMENTS

If you are using education to meet the minimum qualifications, you must attach your transcripts to your application. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts may be required upon appointment. Please redact birthdates and social security numbers.

GENERAL INFORMATION

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship by the start date of employment.

MSS reserves the right to revise the examination plan to better meet the needs of the recruitment if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service laws and rules and all competitors will be

notified.

If you meet the requirements stated on this bulletin, you may take this examination. Your performance in this examination will be rated against predetermined rating criteria. All competitors who pass will be added to the eligible list. Meeting the entry requirements does not

ensure success in the examination or placement on the eligible list.

General Qualifications: Applicants must possess essential personal qualifications including integrity, initiative, dependability, good judgement, the ability to work cooperatively with others, and a state of health consistent with the ability to perform the assigned duties of the class. A medical examination may be required. As part of the hiring process, a background investigation may be required.

EQUAL EMPLOYMENT OPPORTUNITY

The Merit System Services program is committed to equal employment opportunity for 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.

ABOUT MERCED COUNTY

Merced County is located in the northern part of the San Joaquin Valley in central California, an area earning worldwide acclaim for its rich agriculture, and spans from the coastal ranges to the foothills of Yosemite National Park. The City of Merced, the self-proclaimed Gateway to Yosemite, has a population of approximately 81,102, yet retains the charm of a small town with amenities routinely found in larger communities. Merced's revitalized downtown is emerging as the entertainment center of the area. The County is representative of the rural heartland and Gold Rush remnants underpinning the state's heritage. It is a peaceful, quiet, and friendly area with an abundance of beautiful bike paths and offers choices of higher education in UC Merced and Merced College.