Citizen Assistance Specialist

The Complaint Review Branch (CRB) is part of the COO’s Office of Citizen Services and Policy Integrity. It
reviews 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’s
performance 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 will
feel 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.

This Citizen Assistance Specialist will 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 departmental area to which they are assigned, with a focus on Protection &
Permanency. They will also assist in research activities, conduct special studies and investigations, and
perform other duties as assigned.

Responsibilities include but are not limited to the following:

• 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 to
  agencies; conducting monthly re-reviews of the issued corrective action plans and working 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.

Skills and Expectations include but are not limited to the following:

• 5 recent years with DCBS Protection and Permanency Child Protective Services or Adult Protective
  Services.
  
• Proficient in iTwist.
  
• Experience interpreting Kentucky statutes, regulations, and CHFS policies.
  
• Excellent oral and written communication skills with experience preparing reports and briefings for
  management.
  
• Strong ability to work effectively with all levels of staff.
  
• Strong technical review and research skills.
  
• Strong analytical and organizational skills, as well as intense attention to detail.
  
• The ability to problem-solve through critical and creative thinking.
  
• Initiative to be self-motivated, follow through with assigned tasks, and meet established timeframes
  with a minimum amount of direction.
  
• Work effectively as part of a team and accept both peer and supervisor feedback.