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Complaints Analyst
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

Final Filing Date: 4/26/2024

Application Methods: Electronic (Using your CalCareer Account) By Mail Drop-off

The Department of Health Care Services (DHCS) is the backbone of California’s health care safety net. Our success is made possible by the hard work of more than 4,800 DHCS team members and through collaboration with the federal government and otherstate agencies, counties, and partners for the care of low-income families, children, pregnant women, older adults, and persons with disabilities. This is an exciting opportunity to join our diverse team in the following role. If you are interested in joining our team, apply today!

TheLicensing and Certification Division (LCD) focuses on compliance with State and Federal statute, regulations, and other governing requirements. LCD oversees licensing and certification functions, monitoring, and complaints for Driving-Under-the Influence Programs, Narcotic Treatment Programs, and outpatient and residential providers. LCD also oversees conducts complaint investigations on certified Alcohol and Other Drug counselors and counselor certification. LCD is also responsible for the licensing, monitoring, unusual occurrence reviews, and complaints for Mental Health Rehabilitation Centers and Psychiatric Health Facilities, as well as the, approvals of 5150 facilities designated by the counties for the purpose of 72-hour treatment and evaluation under the Lanterman-Petris-Short Act and the Children's Civil Commitment and Mental Health Treatment Act.

About this Role:

Under the direction of the Staff Services Manager (SSM) I, the incumbent will independently conduct complex and/or sensitive investigations of recovery or treatment programs. Incumbent will be gathering facts via interviews, reviewing and analyzing files and other pertinent documents, and inspecting the facilities. Responsibilities also include preparing reports within mandated timelines, organizing evidence, identify violations, assess penalties (when appropriate), prepare appeal documents and requests for legal advice, respond to inquiries, and input data into database(s). Up to 50%overnight statewide travel by airplane, train, automobile, and other forms of transportation is required.

It is highly recommended that applicants submit their application and supporting documents online through the CalCareer account. This is pending Human Resourcesapprovals.

This recruitment has been posted for more vacancies than currently exist as it may be used to fill additional identical vacancies which occur within 180 days of the closing date of this bulletin.

Have questions and/or need assistance? Contact , we are here to help walk you through the state hiring process

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

Working Conditions

Please see the Telework Information section below for telework details.

Minimum Requirements

• ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

DHCS is California’s health care safety net, helping millions of low-income and disabled Californians each and every day.

DHCS' purpose is to provide equitable access to quality health care leading to a healthy California for all.

DHCS is a dynamic organization with ambitious goals and talented, committedemployees. We work hard every day to fulfill our vital responsibility to support thedelivery of quality health care to Californians. DHCS is committed to addressingdisparities within our organization and communities through efforts towardgreater diversity, equity, and inclusion. This is accomplished, in part, by a commitment toward employing a diverse workforce that reflects the many communities we serve, and by promoting and enforcing equal employment opportunity.

Special Requirements

Simple Application Steps

If you are intereste d in this po sition, complete the following these simple steps:

• Complete the statement of qualifications and the state application by clicking “ApplyNow” above. See below for detailed application instructions.
• Submit your application package with all required documents, which include the statement of qualifications - see the "Required Application Package Documents"section below.
• Once you have applied, take the Associate Governmental Program Analyst ExamCalCareers

Statement of QualificationsRequirementSection

Applicants must include a Statement of Qualifications (SOQ) for this recruitment. The SOQ is a narrative discussion prepared by the applicant describing how their skills, knowledge, abilities, education, training, and experience, qualify them for the position. The SOQ serves as documentation of the applicant’s ability to present information clearly and concisely in writing. The DHCS may not consider applicants who fail to provide an SOQ with their application. Resumes do not take the place of the SOQ.

The SOQ must be no more than 2 pages inlength, single-spaced and using 12-point font. You must indicate your Full Name and Job Control Number at the top right corner.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Who May Apply

How To Apply

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

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 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 required and must be included.
• Statement of Qualifications - A completed Statement of Qualifications (SOQ) must be submitted with your STD. 678 in order to be considered for this position. Please see the Statement of Qualifications Requirement Section below for additional information.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Who May Apply

How To Apply

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

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 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 required and must be included.
• Statement of Qualifications - A completed Statement of Qualifications (SOQ) must be submitted with your STD. 678 in order to be considered for this position. Please see the Statement of Qualifications Requirement Section below for additional information.

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:

• Ability to prioritize workload, adapt to changes in workload, and shift focus when needed.

• Ability to establish and maintain collaborative, productive, and professional working relationships with departmental leadership, various government entities and stakeholders.

• Ability to work on confidential and sensitive assignments, and consistently exercise a high degree of initiative, independence, sound judgment in performing assigned tasks.

• Effective communication, business acumen, decision making, and problem-solving skills.

• Excellent interpersonal and communication skills (written and verbal).

• Ability to work effectively as an individual and as part of a team.

DHCS is dedicated to creating an innovative workplace for its team members that is inclusive, diverse, and interactive! Here are a few of the ways we stay engaged with our team:

· Continuous and ongoing training

· Diversity, Equity, and Inclusion program activities

· Employee Assistance Program (EAP)

Additionally, as a team member of the State of California, you may be eligible for many benefits, such as:

· Medical, including health, dental, and vision insurance.

· Paid Holidays and vacation/leave

· Defined retirement program

· Savings Plus Program (401(k), 457)

· Medical/Dependent Care Reimbursement Accounts

We need your help! Please let us know how you heard about our position by taking this brief optional survey: SurveyMonkey link This survey is not required to be considered for this position.

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s)to the Department's EEO Office.

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s)to the Department's EEO Office.

California Relay Service: (TTY), (Voice)TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Telework Information

This position is designated as a field-based position that regularly conducts in-person and site-based work with health care partners, providers, or others. This position is eligible to telework up to five days a week. The amount of telework is at the discretion of the Department and subject to change consistent with DHCS’ Telework Program and Government Code sections 14200 – 14203. Telework is available to California residents, and proof of residency may be required.

The selected candidate will be assigned an available DHCS office closest to their residence prior to their start date. The selected candidate will be required to report to their assigned DHCS office and other DHCS locations as needed.

Business travel may be required, and reimbursement considers an employee’s designated office and residence subject to regulations and bargaining unit contract provisions. All commute expenses to the reporting location will be the responsibility of the selected candidate.

For a list of possible DHCS office assignment locations, please reference the reporting location document attached to the duty statement on this job advertisement.

Additional Information

Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Paper applications must include a signature. Dates printed on envelopes by mobile barcodes or equivalent mobile print technology are not acceptable proof of the date the application and any other required documents or materials were filed.

A completed state application (STD. 678) and any documents list under “Required Application Documents” must be submitted with your application package. Applicants who are relying on additional documentation (e.g., transcripts, copy of degrees, certifications, licenses, etc.) in order to prove that they meet the minimum qualifications listed in the Classification Specification (located on the right under “Additional Documentation) must submit those documents with their application package. Failure to submit these documents may result in your application being disqualified. Applications must include a description of the duties performed for each position held; reference to a resume in place of a description of the duties performed will not be accepted.

Applicants must state their basis of eligibility (List Eligibility, Lateral Transfer, Reinstatement, T&D, or Surplus/SROA), and the Job Control (JC) number and/or position number in the “Examination(s) or Job Title(s), For Which You Are Applying” section on the STD. 678. Surplus/SROA candidates should submit a copy of their letter with their application . Please remove any confidential information (i.e. social security number, date of birth, etc.) as well as any information regarding your LEAP eligibility and/or exam scores from your documents prior to submission.

If applying electronically, please note that CalCareers no longer allows applicants to withdraw their applications. If you need assistance to withdraw your application, please contact the Recruitment Section at For all other questions regarding your CalCareer account, please contact CalHR’s CalCareers Unit at or .

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.