Department of Consumer Affairs - CalCareers



Department of Consumer Affairs PROPOSED

Position Duty Statement

HR-41a (new 7/2015)

|Classification Title |Board/Bureau/Division |

| | |

|Staff Services Manager I |Board of Registered Nursing |

|Working Title |Office/Unit/Section / Geographic Location |

| | |

|Complaint Intake Manager |Enforcement Division/Complaint Intake/Sacramento |

|Position Number |Name and Effective Date |

| | |

|630-110-4800-009 | |

General Statement: Under the direction of the Deputy Chief of the Complaint Intake and Intervention Units (Staff Services Manager II [SSM II]), the Staff Services Manager (SSM I) is responsible for the supervision of the Complaint Intake Unit within the Enforcement Division at the Board of Registered Nursing (BRN). The unit is responsible for the receipt, analysis and processing of complaints filed against registered nurses and obtaining preliminary documentary evidence to support complaint investigations. Duties include, but are not limited to, the following:

A. SPECIFIC ASSIGNMENTS: [Essential (E) / Marginal (M) Functions]

60% (E) Supervision/Complaint Intake

Oversees, plans, organizes, and directs the operational functions of the BRN Complaint Intake Unit and staff. Provides direction and guidance to staff responsible for processing and analyzing complaints against licensees, license applicants, as well as complaints of unlicensed activity. Acts as a technical resource and subject matter expert to staff regarding the Nursing Practice Act, regulations, and procedural changes as they pertain to the BRN Complaint Intake program. Provides guidance and training as needed for Complaint Intake Staff to appropriately and timely respond to complaints. (25%)

Using detailed data reports and workflow analysis, evaluates work performance of staff to ensure correspondence, projects, and complaints are processed timely. (15%)

Reviews case recommendations from Complaint Intake Analysts and approves case closures before final disposition is recorded. Provides feedback to staff regarding issues identified during case closure review to ensure consistency with closure guidelines. (10%)

Prepares written responses on behalf of the Governor’s Office, Director of the Department of Consumer Affairs, Executive Officer and Enforcement Chief of the Board of Registered Nursing. Responds to sensitive inquiries from Legislators and DCA executive staff regarding complaints. (5%)

Reviews the most complex complaint files to determine an appropriate course of action. Makes recommendations to the SSM II on sensitive, controversial, or high-profile complaints. (5%)

30% (E) Program Management

Independently performs sensitive and complicated program assignments such as workload analysis and process evaluation. Develops and implements strategies for improving operational efficiency and effectiveness. Evaluates program direction and make recommendations to the Deputy Chief regarding program activities. Monitors the quality and quantity of work produced by staff through the review and evaluation of statistical reports and other relevant data. Establishes and maintain effective, cooperative relations with Board staff and other governmental agencies. (15%)

Initiates, designs and establishes new, innovative policies and procedures to improve program effectiveness, reduce backlogs, streamline operations, and comply with new and existing laws; ensures that all policies and procedures are maintained and available to all staff in the Complaint Intake Unit. (10%)

Establishes and maintains effective, cooperative relations with Board managers, Board staff and other governmental agencies. (5%)

10% (M) Outreach/Meetings/Other

Meets regularly with staff, Enforcement Division managers, BRN executive staff, and any other DCA staff, to ensure issues related to complaint intake are dealt with proactively and on a continuous basis. (5%)

Attends board meetings, as needed, and makes presentations and recommendations to appropriate committees related to complaint intake policies and procedures, statutes and regulations and other important issues, as needed. Represents the BRN at conferences, attends training, attends executive management meetings, etc., as needed. Makes presentations to hospitals, employers, and other interested parties regarding the complaint and enforcement process. (5%)

B. Supervision Received

The SSM I is under the direction of the Deputy Chief of the Complaint Intake and Intervention Units (SSM II), and the general direction of the Enforcement Chief (SSM III), Assistant Executive Officer, and Executive Officer.

C. Supervision Exercised

The SSM I provides supervision to professional analytical and clerical staff.

D. Administrative Responsibility

The SSM I has the full range of managerial administrative responsibilities including budget, personnel, and other staff services.

Personal Contacts

The SSM I has daily contact with the general population, consumers, licensees; and occasional contact with other state nursing boards, other DCA board and bureau staff, government agencies, licensees, and applicants for licensure. Additionally, daily contact is maintained with all levels of staff within the Board. The SSM I also maintains contact with County Superior Courts, law enforcement agencies, and industry representatives.

Actions and Consequences

The SSM I position is critical to the Board’s mission of public protection by ensuring accurate and timely processing of incoming complaints regarding RN licensees, applicants and unlicensed practice. Failure to effectively carry out duties and responsibilities could result in violations of the Nursing Practice Act, California Code of Regulations, the Business and Professions Code, and/or other applicable laws and regulations and could adversely impact the enforcement operations of the Board.

Functional Requirements

The incumbent is a Work Week Group E employee and is expected to work an average of 40 hours per week each year and may be required to work specified hours based on the business needs of the office. The use of a personal computer, telephone, copier and fax machine is essential to the duties of this position. The position requires bending and stooping to retrieve files, sitting and standing consistent with office work, and occasional light lifting of no more than 20 lbs. The incumbent is required to travel by various methods of transportation.

Other Information

Incumbent must possess excellent communication skills both verbally and written, use good judgment in decision-making, exercise creativity and flexibility in problem identification and resolution, manage time and resources effectively, and be responsive to BRN’s management needs.

This is a CORI sensitive position. To perform the duties of this position, the SSM I must have fingerprint clearance.

Title 11, Section 703(d) of the California Code of Regulations requires criminal record checks of all personnel who have access to Criminal Offender Record Information (CORI). Pursuant to this requirement, applicants for this position will be required to submit fingerprints to the Department of Justice and be cleared before hiring. In accordance to DCA’s (CORI) procedures, clearance shall be maintained while employed in a CORI-designated position. Additionally, the position routinely works with sensitive and confidential issues and/or materials and is expected to maintain the privacy and confidentiality of documents and topics pertaining to individuals or to sensitive program matters at all times.

This position is subject to Title 16, section 3830 of the California Code of Regulations, the Department of Consumer Affairs’ Conflict of Interest Regulations. The incumbent is required to submit a Statement of Economic Interests (Form 700) within 30 days of assuming office, annually by April 1st, and within 30 days of leaving office.

I have read and understand the duties listed above and I can perform these duties with or without reasonable accommodation. (If you believe reasonable accommodation is necessary, discuss your concerns with the hiring supervisor. If unsure of a need for reasonable accommodation, inform the hiring supervisor, who will discuss your concerns with the Health & Safety analyst.)

Employee Signature Date

Printed Name

I have discussed the duties of this position with and have provided a copy of this duty statement to the employee named above.

Supervisor Signature Date

Printed Name

Revised: 8/2019

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