CALIFORNIA DEPARTMENT OF SOCIAL SERVICES State of California ...

STATEOF CALIFORNIA- HEALTHAND HUMAN SERVICESAGENCY

CALIFORNIADEPARTMENTOF SOCIALSERVICES

State of California - Department of Social Services

DUTY STATEMENT

EMPLOYEE NAME:

Vacant

CLASSIFICATION:

POSITION NUMBER:

Office Technician T

800-896-1139-002

DIVISION/BRANCH/REGION: {UNDERLINE ALLTHAT APPLY)

BUREAU/SECTION/UNIT: (UNDERLINE ALLTHATAPPLY)

Communit Care Licensin Division/ CCB

Home Care Services Bureau/HCA Re ist

SUPERViSOR'SNAME:

SUPERVISOR'SCLASS:

Jackie Galvin

SSMI

Unit

SPECIALREQUIREMENTSOFPOSITION(CHECKALLTHAT APPLY):

D Designated under Conflict of interest Code.

Duties require participation in the DMVPul! Notice Program

D Requires repetitive movement ofheavy objects.

D Performs otherdutiesrequiring highphysical demand. (Explain below)

None

Other (Explain below)

Subject to fingerprinting and criminal record clearance by Department of Justice and the Federal Bureau of

Investigation.

I certify that this duty statement represents an accurate

description ofthe essential functions of this position.

SUPERVISOR'SSIGNATURE

DATE SIGNED

I have readthis duty statement and agreethat it represents

the duties I am assigned.

EMPLOYEE'S SIGNATURE

DATE SIGNED

SUPERVISION EXERCISED (Check one):

None

|_| Supervisor

D LeadPerson

Q Team Leader

FOR SUPERVISORY POSITIONS ONLY: Indicate the number ofpositions by classification that this position directly supervises.

N/A

Total number of positions for whichthis position is responsible:

FOR LEADPERSONSORTEAM LEADERSONLY: Indicatethe number ofpositions byclassification this position leads.

MISSIONOF ORGANIZATIONALUNIT:

It is the mission of the Community Care Licensing Division to promote the health, safety, and quality of

life of each person in community care through the administration of an effective collaborative

regulatory enforcement system.

PS373 (8/00

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CONCEPTOF POSITION:

Under the Supervision of the StaffServices Manager ! (SSMI), in the Home Care Services Bureau

(HCSB), the Office Technician - Typing (OT (T)) will provide support to the Home Care Aide Registry

(Registry) and the HCSB. The OT (T) will perform a variety of the most difficult support duties

exercising a high degree of initiative and independence. The position requires sensitive public contact

and/or independent origination of correspondence involving the knowledge and application of detailed

statute, regulations, and policies and procedures. Good judgement and the ability to communicate

effectively are of primary importance.

A. RESPONSIBILITIES OF POSITION

The OT (T) enters Home CareAide (HCA) applications into the Guardian system, processes

Home Care Services (HCS) fees, responds to email inquiries, and provides support to an

automatic call distributing system that delivers customer service.

45% Utilizes personal computer skills to document contacts and input information as required Enters

Home Care Aide (HCA) applications into the Guardian system. Tracks and logs telephone calls

as well as gathers statistical information for the program. ' Provides accurate, prompt, and

courteous service in the performance of all duties. Assists with training lower level Office

Assistants.

25%

Reviews and processes HCSfees technical program forms, correspondence and/or responds to

customer emails in accordance with policies and'procedures.

15% Responds to incoming telephone calls from Home Care Organizations (HCOs), HCAs, other

entities in the HCS industry and the public utilizing knowledge and understanding of current

legislation, regulations, and written directives. Handles sensitive calls from the pubiic as well as

irate callers in a professional manner referring them to supervisor or analyst as needed and in

accordance with policies and procedures.

10% Cross trains with the other Bureau OT (T) and support staffto assist with workload as needed.

5%

Completes other duties as required

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B. SUPERVISION RECEIVED:

The OT(T) is supervised by the SSM 1. The OT(T) receiyes training and genera! instruction on

processes, licensing policy and division goals. The SSMIclosely supervises the OT(T) and performs

quality assurance evaluations on a regular and consistent basis. As the level ofexpertise increases,

the quality assurance evaluations may be conducted less frequently

C. ADMINISTRATIVERESPONSIBILIF?':

None

D. PERSONALCONTACTS:

TheOT(T) has regular contact with HCA Registry applicants, licensees, Home Care Organization

HCO) representatives and the public. The OT(T) will also have regular contact with Department

counsel, ISDstaff and other staffwithin the Department. The OT(T) may also confer with personnel

from otheragencies Calls must be handled tactfully to ensure thatgood working relations and public

relations are maintained.

E. ACTIONSAND CONSEQUENCES:

The OT(T) determines HCA Registry applicants' compliance or noncompliance with home care

services statutes and regulations. Failure to do so may reduce the protection of clients served by

HCOs and create potential liability to the Department.

F. OTHER INFORMATION;

The OT(T) must have good verbal and written communication skills and be able to maintain

composure in stressful situations. The OT(T) is subject to fingerprinting and a criminal record check by

the Department of Justice and the Federal Bureau of Investigation.

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