Job Details

Human Resources Customer Service and Support Manager

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California Department of Human Resources (CalHR) provided pay range

This range is provided by California Department of Human Resources (CalHR). Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

Base pay range

Direct message the job poster from California Department of Human Resources (CalHR)

This position provides hybrid telework opportunities, with employees required to work in-person at least two days per week. This is subject to change based on operational needs.

• The office is located at 1810 16th Street, Sacramento.
• CalHR is not an E-Verified employer.

The California Department of Human Resources (CalHR) is the pillar of human resources management for all state employees. Our success is made possible by the hard work of more than 400 CalHR team members who serve as trusted advisors to our strategic partners and the public. If you are interested in providing exceptional human resource services and guidance, CalHR is the place for you. By joining our team, youll have the opportunity to make a meaningful impact while working alongside passionate professionals. Get to know us more here!

This is an exciting opportunity to join our diverse team in the following role. If you are interested in joining our team, apply today!

About This Role

Are you interested in being a part of diverse team that supports the overall well-being of state employees? If so, then the California Department of Human Resources (CalHR) Benefits Division may be a good fit for you.

The Benefits Division is recruiting a Customer Service and Support Manager, Manager I, where you will bring your skills and be part of the administration of the state's assigned benefits programs. Successful delivery will ensure quality benefit program and services are delivered to the State of California employees, retirees and dependents.

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

You will find the Minimum Requirements in the Class Specification.

• MANAGER I

Classification:

MANAGER I

$8,715.00 - $9,899.00/month

• New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Special Requirements

All interested applicants are required to submit a Statement of Qualifications (SOQ). Please provide direct responses to each of the numbered items listed below. Applicants must number and include the full text of the SOQ items in their response. Please include specific examples of your education, training, and/or experience. SOQs should be limited to a maximum of three (3) pages, single-spaced, twelve-point Arial font.

• Describe your experience managing or overseeing complex benefits programs (e.g., health, dental, vision, dependent eligibility programs). How did you ensure compliance with policies, regulations, and eligibility requirements while maintaining accurate administration? (Please include years of experience in your response).
• Describe your experience working in Human Resources; specifically, managing or overseeing complex benefits programs and/or HR transactions (e.g. payroll processes, knowledge of the SCO payroll system, health, dental, vision, and voluntary benefits). In your response, include the number of years you have worked in HR roles, the specific responsibilities you held, how you ensured compliance with policies, regulations, and eligibility requirements, and the methods or tools you used to maintain accuracy and resolve issues.
• Provide an example of a time you were responsible for planning and directing multiple priorities simultaneously. How did you set goals, align timelines, and monitor results to ensure deliverables were met?
• Describe your experience handling highly sensitive customer inquiries. What steps did you take to ensure service level expectations were met and model customer-focused service for your team?
• Describe your experience leading and developing staff for program operations. How did you set expectations, ensure accountability, and support your team? Please include the number of years you have served in a leadership role in your response.

Note: Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and resumes do not take the place of the SOQ.

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 www.CalCareers.ca.gov. All 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 optional. It may be included, but is not required.
• Other - If you are using education to meet the Minimum Qualifications of the classification, please include your unofficial transcripts. If you are not using education, please bypass this requirement.
• A Statement of Qualifications (SOQ) is required and must be included. Please see the Special Requirements section for instructions.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

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:

• Leadership Skills - Team development, coaching, motivation, performance and change management
• Program Administration - Knowledge of employee benefit programs and/or health care industry standards
• Organizational skills - Ability to manage time effectively, organize and establish workload priorities and meet deadlines while remaining flexible and adapting to rapid changes without comprising accuracy or quality of assignments
• Interpersonal skills - Collaboration, teamwork, practices conflict resolution, adaptability, resilience, and helping behaviors
• Communication skills - Clear and concise in verbal and written work, effective presentation skills, meeting facilitation skills, tact, applies critical and forward-thinking skills and the ability/skill to achieve buy-in and engage customers
• General business acumen - Honest, ethical, systemic thinking, thoughtfully decisive, and conscientious
• The incumbent supports the department's Equal Employment Opportunity (EEO) initiative and demonstrates an unwavering commitment to diversity, equity and inclusion

Steps for how to apply before midnight, January 19th

- For more details of the job responsibilities (Duty Statement,) the minimum requirements, comp/benefits, how to apply and more click on the job posting link:

- You will need to take the online Manager I exam to become list eligible for this position. It is used in place of an exam for Associate Personnel Analyst --> These are questions around your experience. Follow this link to the exam information:

• PLEASE view the details of the Examination Information AND the Training and Experience Examination Preview in the exam link. This information will help you with the exam.
• Click 'Apply' --> Login or create a CalCareers account if you do not have one already. Then click 'Continue' for the exam.
• The Limited Examination and Appointment Program (LEAP) is an optional pathway to state civil service for people with disabilities. Visit the CalHR LEAP page for additional information.

- Once you have taken the exam, go back to the job posting if you are not guided there: and click Apply --> 'I have eligibility' and complete your application. Make sure your application (not your resume) shows how your experiences aligns with the duty statement and meets the minimum qualifications.

- Attach your resume and responses to the Statement of Qualifications. See the 'Special Requirements' section for details on the Statement of Qualifications.

--> Not attaching your response to the Statement of Qualifications questions on your application on CalCareers will prevent you from moving forward in the hiring process.

A couple tips to share for the exam and Statement of Qualifications:

- The Statement of Qualifications are like interview questions that you answer in writing. We do recommend using word.doc for your responses and keep to the requirements if it says two pages for example and the specific font of Arial 12 font. Take your time to think about your response in answering the questions. Also check spelling. Please do look at the duty statement from the job posting and match to your experience to answer the questions. Here is a link to more tips: - Candidate SOQ Guidance 1.pdf

- For the exam, the exams are questions around your experience. Include all your experience from every job to volunteer work, internships, leading groups and/or projects, and more. Dont sell yourself short. Before you start the exam, review the sample questions in the exam bulletin. This gives you a sense of what well ask you. Have your resume handy. Youll need it during the exam.

Equal Opportunity Employer

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