Services Support Assistant II

The Services Support Assistant I and II operates a variety of department automated systems, equipment, or specialized software programs (such as MEDS, C-IV, CWS/CMS, CMIPS, etc.); performs data management responsibilities for program support functions; performs a variety of specialized clerical duties in support of professional and technical casework staff; and performs related work as required.

Working under general supervision, the Services Support Assistant II classification is the journey level in the Services Support Assistant series. Employees at this level are expected to be fully qualified and able to operate a variety of data operating systems and programs used by the department in order to perform day‑to‑day assignments with a sustained high level of speed and accuracy.

Positions in this class are flexibly staffed and are normally filled by advancement from the lower level of Services Support Assistants I, or if filled from the outside, require prior related experience.

The Services Support Assistant I/II classification differs from Office Assistant I/II classification in that the primary function of the former is to perform administrative program support and data management for a Department's automated systems, requiring a sustained high level of speed and accuracy. The primary function of an Office Assistant I/II is office support, including a variety of clerical activities related to filing, reception, form processing, record maintenance, and mail as well as some data entry.

Incumbents in the Services Support Assistant I/II classification typically receive supervision from an Office Assistant Supervisor, or other higher‑level supervisor or manager.

• Performs data entry transactions for case management, aid authorization, imaging, and/or statistical data maintenance
• Operates a variety of operating systems, software, or related equipment for which routines and procedures are well defined and there is limited requirement for interpretation and adaptation of instructions to support a department's programs, services, and administrative functions
• Maintains files and generates routine reports and documents using system resources
• Reviews and reconciles system information (MEDS, C-IV, CWS/CMS, CMIPS, or other automated systems); assesses and updates records; may take other corrective action as authorized
• Researches procedures, regulations, and/or technical materials as necessary
• Uses manuals, utilization guides, and All County Letters (ACL);
  System Change Requests (SCR), etc. to review upcoming changes to regulations, programs and systems to keep knowledge current
• Troubleshoots problems with individual records, cases or participants by applying rules and regulations; provides information to and interacts with case workers to correct issues or coordinates with the help desk to solve problems
• Coordinates with department supervisors and management in producing and maintaining files, information systems, and composing and creating reports
• Gathers data, conducts surveys, prepares reports, and develops training materials for system users. Creates spreadsheets, report formats, forms, and record maintenance systems
• Responds to a variety of public, staff, and management inquiries, providing the requisite information, or referring the requests to supervisory and staff as appropriate
• Attends meetings and represents the department at meetings with other departments and agencies for information sharing, system improvements and implementation of changes
• Assists in special projects designated by the department management
• Performs related duties as assigned

Note:

The level and scope of the knowledge and skills listed below are related to job duties as distinguished between the two levels in the Definition section.

• Personal computer operating systems, software applications (MS Office, etc.) and related equipment
• Statewide operating systems (C-IV, MEDS, CWS/CMS, CIMPS, etc.)
• Department programs, functions and objectives
• Legislation, rules, regulations, policies and procedures related to multiple public…