Job Posting: Complaint Intake and Investigations Analyst

Department of Consumer Affairs

JC-464980
-
Complaint Intake and Investigations Analyst
STAFF SERVICES ANALYST

$3,749.00 - $6,093.00 per Month

Final Filing Date: 3/6/2025

Job Description and Duties

Under the supervision of the Staff Services Manager I (SSM I), the Staff Services Analyst (SSA) is responsible for performing a wide variety of analytical assignments for the Field Support Services (FSS) unit. The SSA is responsible for completing various enforcement-related projects related to the complaint intake and assignment process, investigation number issuance and closure, preparing and analyzing monthly enforcement reports, and responding to industry and consumer inquiries by phone and email.

  

* Please refer to the "Application Instructions" and "Additional Information" for instructions on how to apply*.

 

In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians.

 
CalCareers Exams: Once you find the job you want, we need to learn more about you. We will evaluate your education, experience, abilities, and knowledge through an assessment. The assessment process can take many forms, including an interview or exam, depending on the job.

Please let us know how you heard about our position by taking this brief survey.

https://forms.office.com/g/ZDz01HNTGG


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

Working Conditions

The incumbent works 40 hours per week in an office setting with artificial light and temperature control. The ability to use a personal computer and telephone is essential. The incumbent must be able to frequently remain in a stationary position at a workstation throughout the day and must occasionally position self to perform a variety of tasks including retrieval of files.

 

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Position Details

Job Code #:
JC-464980
Position #(s):
646-163-5157-XX1
646-163-5157-XXX
Working Title:
Complaint Intake and Investigations Analyst
Classification:
STAFF SERVICES ANALYST
$3,749.00 - $4,698.00 A
$4,059.00 - $5,081.00 B
$4,868.00 - $6,093.00 C
# of Positions:
Multiple
Work Location:
United States
Telework:
Hybrid
Job Type:
Permanent, Full Time
Facility:
Bureau of Automotive Repair
Work Shift:
8:00AM - 5:00PM
Work Week:
Monday - Friday

Department Information

The Bureau of Automotive Repair’s mission is to protect and serve California consumers by ensuring a fair and competitive automotive repair marketplace and administering a model motor vehicle emissions reduction program.

 

This position is responsible for complaint intake and investigative analysis for the Field Support Services Unit, which is a part of the Bureau of Automotive Repair’s Field Operation and Enforcement Division – The position’s reporting location will be determined upon completion of the hire. Potential reporting locations include the following:


Headquarters - Rancho Cordova
San Jose Field Office

Fresno Field Office

Hercules Field Office
Bakersfield Field Office

Culver City Field Office

Santa Ana Field Office

Riverside Field Office

Valencia Field Office

South El Monte Field Office

San Diego Field Office

 

http://www.bar.ca.gov/

 

**Free Parking**

  

The Department of Consumer Affairs (DCA) has many exciting career opportunities available and is dedicated to hiring and retaining qualified employees. DCA is committed to diversity, equity, inclusion, and accessibility in carrying out its consumer protection mission, and DCA solidifies this commitment starting with its recruitment efforts. DCA enriches its diversity through a workforce that reflects the population it serves, delivers successful results through inclusive teamwork where all contributions are valued, ensures every employee receives fair opportunities to succeed, and enables all employees to do their best by providing access to tools, resources, information, equipment and career development.

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: 3/6/2025

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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

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 www.CalCareers.ca.gov. 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:

Department of Consumer Affairs
Bureau of Automotive Repair
Attn: Recruitment Technician, JC-464980
1625 North Market Blvd., Suite N-321
Sacramento, CA 95834

Address for Drop-Off Application Packages

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

Department of Consumer Affairs
Bureau of Automotive Repair
Recruitment Technician, JC-464980
1625 North Market Blvd., Suite N-321
Sacramento, CA 95834
Please note: The drop off location may be non-operational on weekends and holidays.
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 www.CalCareers.ca.gov. 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 optional. It may be included, but is not required.
  • Statement of Qualifications - Please see "Statement of Qualifications Instructions" below:
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.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:


• Ability to work cooperatively with others, work efficiently, report to work on time, maintain consistent, regular attendance, work under changing priorities or deadlines, look and act in a professional manner, and exhibit courteous behavior towards coworkers at all times.

• Ability to analyze information and make decisions in a competent and timely manner.

• Ability to ask effective questions, evaluates information, apply guidelines and procedures, and make accurate and timely decisions.

• Ability to work independently with minimum supervision.

• Ability to maximize utilization of computers to accomplish daily tasks.

• Positive attitude and highly motivated.

• Excellent verbal and written communication skills.

• Excellent organizational skills.

Benefits

Benefit eligibility may be based on job classification, bargaining unit, time base and length of appointment. Detailed benefit information including health, dental, vision, retirement, etc. can be found at 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:
Lyndsay Chambers
(279) 260-2401
lyndsay.chambers@dca.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) 574-8280
EEO@dca.ca.gov
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.

Statement of Qualifications Instructions

Please submit a Statement of Qualifications (SOQ) for the hiring manager’s review.  Your SOQ will be considered the first interview for this position and applications submitted without the SOQ will not be considered.  The SOQ must be formatted as outlined in this advertisement. Specifically, the SOQ must:

• Not exceed one (1) page, using 12-point Arial font.
• Contain a header; listing your name, the Job Control (JC) Number, and the Position Number(s) listed in the Job Announcement Posting for this position.
• Respond to each question below separately.

 

Please address the following:

  1. Describe your experience working with computer-based information management programs.
  2. Describe your experience gathering, compiling, and analyzing data collected from others.

 

When completing the SOQ, be sure to include all relevant experience, education, and training, which qualify you to perform the duties outlined in the duty statement. Identify when the experience was gained and the duties you performed. If your qualifications are competitive, you will be invited to come in for an on-site interview.

 

A resume, cover letter, or other material does not substitute for the SOQ and will not be evaluated or considered as responses to the SOQ.

 

Incomplete or missing responses to the information requested may negatively impact the assessment of your qualifications.

    Additional Information

    Employment information on the STD 678 MUST be completed with dates, duties and responsibilities, and contact names and phone numbers of supervisors. Failure to submit a completed STD 678 may result in you being screened out. Only the most qualified candidates will be invited to an interview.

    If you are using education to meet the minimum qualifications, as specified in the classification specification (http://www.calhr.ca.gov/state-hr-professionals/pages/job-descriptions.aspx) please include a copy of your degree or unofficial transcripts with your application package. Please be aware that if you are selected for the position, you will be required to submit official sealed transcripts.

    DO NOT include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, and LEAP information.

    Electronic applications through your CalCareer Account are highly recommended.

    Applicants who wish to submit hard copy applications shall use the most current version of the State application (STD. 678). https://jobs.ca.gov/pdf/std678.pdf

    Applicants who fail to submit the most current version of the STD. 678 may be disqualified.

    • Multiple positions may become available.

    Electronic Submission:
    Application and any applicable required documents may be submitted electronically through Cal Career account. The application packages must be received electronically by 11:59 p.m. on the final filing date as stated on the job vacancy announcement.

    U.S Postal Service Mail:
    Application and any applicable required documents may be submitted by mail. The envelope must be postmarked before or on the final filing date as stated on the job vacancy announcement.

    Hand Delivery:
    Application and any applicable required documents may be hand delivered by 5:00 p.m. on the final filing date as stated on the job vacancy announcement. Application packages postmarked, personally delivered, or received via interagency mail after 5:00 p.m. on the final filing date will not be accepted for any reason. Do not submit applications to the California Department of Human Resources (CalHR). Please Note: The drop off location may be non-operational on weekends and holidays.

    Please note that the Cal Career system will not allow you to resubmit your application once you withdraw it. If you have any updates to your online application after you have submitted it, please contact JobPostings@dca.ca.gov. For all other questions regarding your CalHR Cal Careers account, you may contact the Cal Career Unit at (866) 844-8671.

      Equal Opportunity Employer

      The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

      It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

      Application Methods:
      Electronic (Using your CalCareer Account)
      By Mail
      Drop-off
      Print Job