Service Support Specialist

Job Description:

Service Support Specialist

Description

Introduction

THIS IS A NEW ASSEMBLED EXAMINATION. The eligible list resulting from this examination will cancel any existing list and may last approximately one year but can be extended.

Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing.

Supplemental Questionnaire : A properly completed Supplemental Questionnaire must be submitted with each application. Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Failure to submit the Supplemental Questionnaire will result in disqualification.

Applications and Supplemental Questionnaires will only be accepted on-line.

DESCRIPTION

THE AGENCY

The Alameda County Social Services Agency (SSA) is comprised of 2,400 men and women working collectively and in partnership with community-based organizations to serve the needs of the community. Services are provided through four departments: Administration and Finance, Adult and Aging Services, Children and Family Services, and Workforce and Benefits Administration. To learn more about the Alameda County Social Services Agency, please visit the website at https://www.alamedasocialservices.org/.

THE POSITION

Under general supervision, to provide specialized clerical support functions to the In-Home Support Services (IHSS) program within the Adult & Aging Services (AAS) Department of the Social Services Agency (SSA); provide and receive a variety of information and referral services to IHSS clients; and perform other related clerical duties as required.

Please CLICK HERE for the full job description.

IDEAL CANDIDATE

The ideal candidate for the position of Service Support Specialist has excellent customer service skills and is familiar with working face-to-face or over the phone with individuals who may be in crisis situations. The candidate is an effective communicator; understands complex regulations and is able to disseminate information accurately. The candidate is competent handling case management information and utilizing payrolling systems. Furthermore, the candidate has a collaborative working style and demonstrated ability to work well with clients, the general public and coworkers.

MINIMUM QUALIFICATIONS

EITHER I

Experience :

The equivalent of one (1) year of full-time experience in the classification of Specialist Clerk I or an equivalent or higher-level clerical classification in the County of Alameda classified service.

OR II

Experience :

The equivalent of two (2) years of full time clerical experience, one (1) year which must have included experience providing or coordinating services for low-income families, elderly, or disabled individuals in a recognized public or non-profit social services, health, or human services agency.

NOTE : The Civil Service Commission may modify the Minimum Qualification in the announcement of an examination.

KNOWLEDGE AND SKILLS

The most suitably qualified candidates will possess the following competencies:

Knowledge of :

• Basic math and spelling.
• Alpha and numeric filing systems.
• Techniques and practices for dealing with individuals from various socio-economic and ethnic groups, in person, via telephone, and through correspondence.
• Modern office practices and procedures and standard office equipment operations.
• Applicable laws, regulations, rules, and procedures related to the work.

A bility to :

• Demonstrate courtesy and professionalism as they assist a diverse clientele and staff in a stressful environment under the pressure of workload and deadlines.
• Communicate in a clear and concise, orally and in writing.
• Write and/or print legibly.
• Understand and follow complex oral and written directions and procedures.
• Establish and maintain cooperative relationships with clients, the general public and coworkers.
• Interview to facilitate the solicitation of required information.
• Evaluate individual situations and make appropriate decisions.
• Adapt to stressful and/or challenging situations.
• Demonstrate interpersonal sensitivity.
• Plan, organize, and coordinate work with minimal supervision.
• Learn and utilize a variety of internal and external data systems as it relates to the work.
• Learn and apply relevant laws, regulations, rules, and procedures as it relates to the work.

EXAMINATION COMPONENTS

THE EXAMINATION WILL CONSIST OF THE FOLLOWING STEPS:

1) A review of applicants' applications to verify possession of minimum requirements. Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process.

2) Virtual Written Examination (Pass/Fail): A multiple-choice written test that will be qualifying only.

4) Oral Panel Interview Examination (Weighted as 100% of the final examination score) : If the candidate is successful in the written and typing test portions of the examination process, then the candidate will be invited to participate in an oral panel interview where they will be asked about past job experiences relating to the core competencies that successful incumbents of the job possess. The candidate who passes this portion of the exam will then be scored and put into rank order. The oral panel interview examination may also serve as the hiring interview at the discretion of the hiring authority.

CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION.

We reserve the right to make changes to the announced examination components .

Alameda County utilizes a Civil Service Selection System founded on merit. Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position. Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position. Other recruitments may be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.

To learn more about our recruitment and selection process, please visit the “What You Need to Know” section of our website, https://hrs.alamedacountyca.gov.

RECRUITMENT AND SELECTION PLAN

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance. The following dates are tentative and subject to change based on the needs of the Agency.

TENTATIVE RECRUITMENT PLAN:

Deadline for Filing:

5:00PM, Monday, August 11, 2025

Review of Minimum Qualifications:

by Friday, Monday, August 25, 2025

Review of Supplemental Questionnaire for Best Qualified:

by Friday, Monday, September 15, 2025

Virtual Written Examination:

Week of October 13, 2025

Virtual Performance Examination:

Week of November 10, 2025

Civil Service Oral Examination:

Week of December 15, 2025

Notification of Results:

January 7, 2026

TENTATIVE SELECTION PLAN:

Departmental Hiring Interviews:

Week of December 15, 2025 (combined process)

Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes. To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing. Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes.

For more information regarding our Reasonable Accommodation procedures, please visit our website: www.acgov.org/hrs.

BENEFITS

The County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many employee discount, fitness and health screening programs focused on overall wellbeing. These benefits include but are not limited to*:

For your Health & Well-Being

• Medical - HMO & PPO Plans
• Dental - HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance
• Supplemental Life Insurance (with optional dependent coverage for eligible employees)
• Accidental Death and Dismemberment Insurance
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Long-Term Care, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1 st United Services Credit Union

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement. This provides a summary of the benefits offered and can be subject to change.

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @jobaps.com, @acgov.org, Noreplyalamedacountyhr@acgov.org and Noreply@jobaps.com as accepted addresses to any email blocking or spam filtering program you may use. If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you. All email notices that will be sent to you will also be kept in your personal online application account. You will be able to view all of your notices in your online application account by clicking on the "My applications" button on the Current Job Openings page.

Please take the steps recommended above to ensure you do not miss any notices about a recruitment for which you have applied. The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.

NOTE: All notices are generated through an automated email notification system. Replies to the email boxes Noreply@jobaps.com and noreplyalamedacountyhr@acgov.org are routed to unmonitored mailboxes. If you have questions, please go to our website at www.acgov.org/hrs. You may also contact the Human Resources Analyst listed on the job announcement for the recruitment for which you have applied.

Ione Bell | Human Resources Analyst

Human Resource Services, County of Alameda

(510) 272-6456 | Ione.bell@acgov.org

www.acgov.org/hrs

DISASTER SERVICE WORKER

All Alameda County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to report to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY

Alameda County has a diverse workforce, that is representative of the communities we serve and is proud to be an equal opportunity employer. All aspects of employment are based on merit, competence, performance and business need. Alameda County does not discriminate in employment on the basis of, race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors protected under federal, state and local law. Alameda County celebrates diversity and is committed to creating an inclusive, and welcoming workplace environment.

Closing Date/Time: 8/12/2025 5:00:00 PM

Salary:

$31.71 - $37.53/hour; $61,834.50 - $73,183.50/year