Staff Services Manager I

2 weeks ago

Sacramento County CA, United States Employment Development Department Full time

**TELEWORK IS CURRENTLY AVAILABLE, HOWEVER, STAFF MAY BE REQUIRED TO REPORT TO THEIR ASSIGNED HEADQUARTERS AS BUSINESS NEEDS ARISE.**
Are you a leader who is passionate about delivering exceptional customer experiences? Do you thrive in a challenging team environment? Are you able to promote and model the Department's core values? If yes, this position may be for you.

The Disability Insurance Branch (DIB) is looking for an action-oriented leader to join our Central Office Division Leadership Team. Under the general direction of the Customer Relations and Organizational Change Management Section Chief, the Customer Relations Unit Manager will:

- Supervise a team of customer service representatives responsible for handling claim inquiries, complaints, medical provider verification, and the Less State Disability Insurance and Less Paid Family Leave employer coordination directory.
- Identify customer roadblocks and trends based on the escalated inquiries received and work with internal stakeholders to implement process improvements.
- Assist in addressing high-profile and complicated claims elevated from internal and external sources that require above-ordinary interpretation and analysis.
- Respond to written and electronic inquiries from the Governor's Office, legislators, other governmental agencies, and advocacy groups.
- Provide clarification of Disability Insurance (DI) and Paid Family Leave (PFL) program policy and procedures.
- Represent the Branch at meetings with other Departmental entities, representatives of the Director's Office, program partners, and stakeholders.
- Prepare daily, weekly, and/or monthly reports tracking unit workload and productivity including claims processed and calls handled.

The DIB administers the State Disability Insurance (SDI) program, which includes DI, PFL, Nonindustrial Disability Insurance (NDI) and NDI-Family Care Leave for state employees, and voluntary plans. The program covers more than 18 million workers and provides financial stability to workers and their families when they are unable to work as a result of their own disability or need to take time off work to bond with a new child, care for a seriously ill family member, or participate in a qualifying military event. We strive to deliver timely benefit payments and quality service to all of our customers.

This position is headquartered in Sacramento and may be eligible for telework under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telecommute. Employees are required to report to their headquarters office, as needed. Travel expenses to and from the assigned headquarters are the responsibility of the employee.

Position exists in downtown Sacramento.

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

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.
- STAFF SERVICES MANAGER I

Additional Documents
- Job Application Package Checklist
- Duty Statement

Position Details

**Job Code #**:

- JC-427579
- **Position #(s)**:

- 280-309-4800-976
- **Working Title**:
**Customer Relations Unit Manager**

**Classification**:

- STAFF SERVICES MANAGER I
$6,760.00 - $8,398.00
- **# of Positions**:

- 1
- **Work Location**:

- Sacramento County
- **Telework**:

- Hybrid
- **Job Type**:

- Permanent, Full Time
- **Work Shift**:

- 8:00 am - 5:00 pm
- **Work Week**:

- Monday - Friday
- Department Information
- The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.
- Special Requirements
- Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.
- Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.
- Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only.
- Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

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