Citizen Assistance Specialist

Final date to receive applications

9/10/2026 (11:59 PM ET)

2604711

Citizen Assistance Specialist

Pay Grade 15

Salary $4,225.00 - $6,023.80 Monthly

Employment Type

EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK

for more details on state employment.

General Government Cabinet | Auditor of Public Accounts

Location Varies

The Auditor of Public Accounts (APA) is a constitutional office led by the elected Auditor of Public Accounts,Allison Ball. The Commonwealth Office of the Ombudsman (COO), an office within the APA, serves Kentuckians who receive public services through the Cabinet for Health and Family Services (CHFS), ensuring the Cabinet isheld accountable by providing recommendations to improve its performance. We answer questions about CHFSprograms, investigate customer complaints and work with CHFS management to resolve them, advise CHFSmanagement about patterns of complaints and recommend corrective action when appropriate.

The COO aims to be conscientious and responsive and provide meaningful feedback to Cabinet staff to improve customer service and satisfaction and Cabinet effectiveness.

The Complaint Review Branch (CRB) is part of the COO’s Office of Citizen Services and Policy Integrity. Itreviews and makes recommendations to resolve complaints about the CHFS and services delivered by Cabinet employees. The Branch issues recommendations to the CHFS concerning complaint trends to improve the Cabinet’sperformance and may require corrective action when policy violations are identified.

If you are looking for a team where you can add value by employing your years of experience, where you willfeel valued for your dependable work ethic and where you can excel while working with a small team to perform complex tasks, this is the place for you. Our team members have a unique opportunity to work in a rewarding and engaging environment at an agency that supports a healthy work to life balance, with the potential for flexible schedules and telecommuting.

Responsibilities include, but are not limited to, the following:

• Provide assistance to the public regarding complex issues and complaints about government services, guide casework, act as a liaison for and coordinate programmatic activities relative to the CHFS program area to which they are assigned, specifically Department for Community Based Services, Protection and Permanency.
• Assist in research activities.
• Analyze basis for client contact with the office and the implications for the client and the Cabinet.
• In assigned area, research Cabinet policy and regulations as related their area.
• Provide referral assistance.
• Assume responsibility for the management of difficult to resolve client cases on an individual basis.
• Conduct research activities, special studies, and investigations.
• Gather pertinent information from client as related to the complaint and necessary for investigation.
• Conduct investigations concerning complaints.
• Identify complaint trends and make recommendations for correction and issue corrective action plans toagencies. Conduct monthly re-reviews of the issued corrective action plans and work with leadership for resolution.
• Guide other Office Citizen Assistance Specialists in answering routine inquiries related their assigned area.
• Draft responses to administrators, elected officials, attorneys, clients, and/or, general public which requires interpretation of Cabinet policies and procedures.
• Perform other duties as assigned.

Preferred Experience:

• Experience with the Department for Community Based Services, Protection and Permanency.
• Experience interpreting Kentucky statutes, regulations, and CHFS policies.
• Excellent oral and written communication skills with experience preparing reports and briefings for management.

Skills…