Services Support Assistant II

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The Services Support Assistant II operates a variety of department automated systems, equipment, or specialized software programs (such as MEDS, C-IV, CWS/CMS, CMIPS, etc.). Employees at this level perform data management responsibilities, specialized clerical duties in support of professional and technical casework staff, and related work as required. Working under general supervision, the position is the journey level in the Services Support Assistant series.

Employees are fully qualified and able to operate a variety of data operating systems.

Incumbents in the Services Support Assistant I/II classification typically receive supervision from an Office Assistant Supervisor or other higher‑level supervisor or manager.

• Performs data entry transactions for case management, aid authorization, imaging, and/or statistical data maintenance
• Operates a variety of operating systems, software, or related equipment for which routines and procedures are well defined
• Maintains files and generates routine reports and documents using system resources
• Reviews and reconciles system information (MEDS, C-IV, CWS/CMS, CMIPS, or other automated systems); assesses and updates records; may take other corrective actions as authorized
• Researches procedures, regulations, and/or technical materials as necessary
• Uses manuals, utilization guides, and All County Letters (ACL);
  System Change Requests (SCR), etc. to review upcoming changes to regulations, programs and systems to keep knowledge current
• Troubleshoots problems with individual records, cases or participants by applying rules and regulations; provides information to and interacts with case workers to correct issues or coordinates with the help desk to solve problems
• Coordinates with department supervisors and management in producing and maintaining files, information systems, and composing and creating reports
• Gathers data, conducts surveys, prepares reports, and develops training materials for system users. Creates spreadsheets, report formats, forms, and record maintenance systems
• Responds to a variety of public, staff, and management inquiries, providing the requisite information, or referring the requests to supervisory and staff as appropriate
• Attends meetings and represents the department at meetings with other departments and agencies for information sharing, system improvements and implementation of changes
• Assists in special projects designated by the department management
• Performs related duties as assigned

• Personal computer operating systems, software applications (MS Office, etc.) and related equipment
• Statewide operating systems (C-IV, MEDS, CWS/CMS, CIMPS, etc.)
• Department programs, functions and objectives
• Legislation, rules, regulations, policies and procedures related to multiple public assistance programs and related case administration techniques
• Work methods and techniques used by program staff
• Methods and techniques used in researching, proofing, evaluating, gathering, organizing, and arranging data
• Report writing and proper format and style
• Effective methods of training and presentations skills
• Record keeping and time‑management practices and procedures
• Modern office practices and procedures
• Correct English usage, spelling, grammar and punctuation
• Basic arithmetic

• Understand and carry out oral and written instructions
• Exercise sound and independent judgment within established work practices, procedures and regulations
• Learn and perform assigned tasks and routines
• Learn and develop skills with computer software programs or automated systems
• Evaluate and interpret information using an automated system and troubleshoot identified problems
• Prepare a variety of reports, correspondence, documents, statistical data, graphs, and charts using a computer and software packages
• Provide training and assistance for others in using assigned systems or software
• Read and understand detailed and complicated instructions
• Understand, interpret and apply rules and regulations; determine the impact of…