Job Posting: Complaint Intake and Program Support Manager

Department of Consumer Affairs

JC-480222
-
Complaint Intake and Program Support Manager
STAFF SERVICES MANAGER I

$6,963.00 - $8,650.00 per Month
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Final Filing Date: 6/18/2025

Job Description and Duties

If this is a limited term position, it may be extended up to 24 months and/or become permanent. If this is a part-time or intermittent position, the time base may be increased up to full time.

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.

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

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


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

Under the direction of the Program Manager (PM) I, the Staff Services Manager (SSM) I is responsible for the management of the Case Management and Enforcement Statistics, STAR Denials and Invalidations, and Auto Body Inspection Program units within the Enforcement Operations Branch (EOB).



This position is subject to Title 16 section 3830 of the California Code of Regulations, the Department of Consumer Affairs' Conflict of Interest Regulations. The incumbent is required to submit a Statement of Economic Interests (Form 700) within 30 days of assuming office, annually by April 1st, and within 30 days of leaving office.

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

Working Conditions

The incumbent is a Work Week Group E employee and is expected to work an average of 40 hours per week each year and may be required to work specified hours based on the business needs of the office. The incumbent works 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. The incumbent is required to travel throughout an assigned geographical area by various methods of transportation.

 

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Position Details

Job Code #:
JC-480222
Position #(s):
646-150-4800-004
646-150-4800-XXX
Working Title:
Complaint Intake and Program Support Manager
Classification:
STAFF SERVICES MANAGER I
$6,963.00 - $8,650.00
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions:
Multiple
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Facility:
Bureau of Automotive Repair

Department Information

The Department of Consumer Affairs (DCA) protects and serves California consumers while ensuring a competent and fair marketplace. DCA educates consumers and protects professionals from unfair competition by unlicensed practitioners.

DCA is a unique and dynamic department consisting of 36 different boards, bureaus, a commission, and a program that license and regulate more than 3.4 million licensees in more than 280 license types including certificates, registrations, and permits. DCA has many exciting career opportunities available and is dedicated to hiring and retaining qualified employees.


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 located in Rancho Cordova, CA.

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


**Free Parking**

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: 6/18/2025

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
Office of Human Resources
Attn: Attn: Recruitment Technician JC#480222, EF
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
Office of Human Resources
Attn: Recruitment Technician JC#480222, EF
1625 North Market Blvd., Suite N-321
Sacramento, CA 95834
Please note: The drop off location may be closed 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 - A Statement of Qualifications (SOQ) must be submitted for the hiring manager's review and is considered the first interview for this position. An SOQ is a narrative that outlines relevant experience, education, and training that specifically qualifies you to perform the duties of the position for which you are applying. The SOQ must be formatted as outlined in this advertisement. Specifically, the SOQ must:

    · Your SOQ must be typed, at least one (1) full page but less than two (2) pages in length, and formatted using 12-point Arial font, single spacing, and one-inch margins.
    · Your SOQ must contain your name and the position's Job Control (JC) Number and Position Number in the header.
    · Respond to the prompt below.

    1. Provide a narrative that outlines your relevant experience, education, and training that specifically qualifies you to perform the duties outlined in the duty statement.

    Resumes/CVs, cover letters, or other documents do not substitute for the SOQ. Applications submitted without a completed SOQ as outlined above will be considered incomplete and may disqualify the applicant from further consideration.
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.
· 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.
· Degree in law, public policy, public administration, social work, community organization    and/or other public policy related major
· 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:
Douglas Williams
(279) 240-2412
douglas.williams@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.

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 (https://www.calhr.ca.gov/Pages/California-State-Civil-Service-Employee-Benefits-Summary.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, or 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 (STD678), 

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). 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 the Recruitment Technician at 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