Job Description

Job Description and Duties

Under general supervision of the Staff Services Manager I, of the Research & Public Response (R&PR) Unit of the Special Operations Bureau, the SSA performs work of average difficulty in a wide variety of consultative and analytical staff services assignments such as program evaluation and planning, training and other related work. Work at this level is distinguished from lower-level assignments by the analytical and evaluated nature of the work, rather than the performance of process-oriented assignments.

The Research & Public Response Unit (R&PR) is responsible for assisting the public in researching and responding to incoming inquiries via telephone, correspondence and/or email pertaining to ownership of unclaimed property.

The incumbent must demonstrate a positive attitude and commitment to conduct business in a professional manner in dealing with the public and internal clients, providing quality customer service to all clients. The incumbent must also be able to coordinate the work of others, act as a team leader, and appear before executive and other committees as needed. Duties performed:
(Candidates must perform the following functions with or without reasonable accommodations.)

• Research and respond to the most complex, sensitive claim and program related inquiries.

• Provide support to the unit for the development of procedures and training of unit personnel.

• Follow up with staff to ensure issues were processed within mandated requirements.

• Monitor, track and report current workloads on the unit’s support desks of research mail, research emails, safe deposit inquiries, Change of Address and fax desk to the Unit Manager to ensure timely completion of assigned projects and issues are resolved within mandated requirements.

• Provide training to staff assigned to the unit’s research support desks.

• Provide analysis to the Unit Manager regarding work performed by staff working these desks.

• Analyze current work flow and perform quality assurance review and analysis to enhance existing processes and develop new processes or procedures for training purposes.

• Compile and analyze workload trend data related to the unit’s support functions using appropriate software tools such as spreadsheets, charts, graphs and Access database.

• Pull source data from multiple sources such as daily statistics, ad hoc system generated reports and other system-generated reports.

• Utilize data to assist in planning future workloads and recommend changes to improve timeliness.

• Serve as a consultant to Bureau and Division Management in the development of new program policies and procedures based on quality assurance and program evaluation results.

• Prepare the most complex correspondence to corporate officers, transfer agents, state officials and constituents in response to program related issues.

• Represent the Bureau on teams and in work groups that have divisional, departmental and/or statewide impact on the Unclaimed Property Division (UPD).

• Provide backup for Associate Governmental Program Analyst in the R&PR and Support Unit.

You will find additional information about the job in the .

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Special Requirements

A resume is required.

A cover letter is required.

A Statement of Qualifications is required; please see ‘Required Application Package Documents’ for instructions.

Take the Staff Services Analyst examination here:  Staff Services Analyst

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 3/3/2025

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

State Controller's Office

Human Resources

Attn: Human Resources Office, S.V.

300 Capitol Mall 3rd Floor, Ste 300

Sacramento , CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

State Controller's Office

Human Resources

Attn: Human Resources Office, S.V.

300 Capitol Mall 3rd Floor, Ste 300

Sacramento , CA 95814

Applications dropped off in person must be received by 5 p.m. in HR, by the final filing date.

08:00 AM - 05:00 PM

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 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 required and must be included.
• Statement of Qualifications -

  Please submit a Statement of Qualifications (SOQ) with your application. The SOQ should be no more than two (2) pages, using one-inch margins, and 12-point Arial font. Number each of your responses, and respond to each prompt listed below:

  1. Describe your training, experience, and proficiency in customer service.
  2. Describe your training, experience, and proficiency in leading and training groups.

  Failure to submit a complete and accurate Statement of Qualifications (SOQ) or any reference to “see resume” will disqualify your application from the recruitment process.

• Other - Please submit a Cover Letter.

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.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Hiring Unit Contact:
Brendan Duhow
(916) 631-3257
BDuhow@sco.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
EEO Officer
(916) 324-2223

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Job Tags

Permanent employment, Full time,

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