SERVICES DATA APPLICATIONS SPECIALIST
SANTA CRUZ COUNTY
Under supervision, to provide assistance and support to
Human Services Department (HSD) staff concerning the human services related data
applications, such as CalWIN; to resolve and/or coordinate the resolution of
problems; to provide instructions and training on system use, access and
applications; to create problem tickets and review cases in human services data
applications; to determine solutions or escalate issues; to consult with human
services staff and other agency staff to resolve problems; to track and
document progress and outcomes; and to do other work as required.
This class is
distinguished by its responsibility for providing assistance, training and
problem resolution to HSD staff regarding human services data applications and
systems that interface with them. Incumbents are required to apply extensive
knowledge of multiple public assistance programs and to provide functional
direction to staff related to their use of those human services applications. Incumbents
troubleshoot basic software and hardware problems over the phone and escalate
them to information technology (IT) staff if necessary. This class is
distinguished from classes in the information technology series in that the
latter classes require technical education and experience to support the
integrity and/or data structure of the underlying application, data base,
operating system or hardware.
- Assists users with screen navigation and other utilization
issues in one or more human services applications (such as CalWIN, the
MEDS system, CWS/CMS, etc.).
- Troubleshoots and researches problems related to the use,
application and operation of human services data applications. Refers
escalated problems to vendor, local subject matter experts or IT staff. Tracks
and monitors outcomes of problems and informs users of outcomes. May serve
as liaison between technical staff and users to resolve basic problems.
- Assists users with basic system or hardware problems (such
as network passwords and printer connectivity), documents problems via
trouble tickets, and refers problems that cannot be resolved on to IT
support staff by escalating trouble tickets.
- Prepares and participates in training on the use and
application of human services data applications and systems.
- Participates in system user groups to assist in the
development of methods to resolve user problems. May research regulations,
procedures and/or technical reference materials for human services data applications.
- Participates in testing of new human services data applications
system releases and fixes.
- Prepares or assists in the preparation of reports and
documentation using data maintained in human services systems and records
of trouble tickets and problem resolution. Provides feedback to system
users and others concerning error trends and tips for problem avoidance and
- Serves as an information resource to program staff, IT
staff, developer group or system vendor and other counties regarding
system use and data application needs and issues.
- Interacts directly with systems and program analysts and
consortium staff to resolve systems problems and helps identify needs for
possible system changes. Assists in the development of change
recommendations to enhance system effectiveness and improve system
- May act as a resource for Staff Development trainings,
provide support to trainer and attend unit/division meetings to provide
feedback. May provide information for curriculum development and/or
present specific information to staff attending a training class.
- Performs other related tasks as assigned.
Thorough knowledge of:
- Federal, State and local regulations governing public
assistance eligibility programs.
- The principles, practices, policies and procedures of
assigned program(s) supported by human services data applications and
Working knowledge of:
- Human services data applications and related State and
local automated programs from a user perspective.
- Record keeping and reporting methods.
- County/Department standard office automation software.
- Understand and apply rules, regulations, policies and
- Stay current on new program regulations and legislation
and assist with determining the impact of regulatory change on the
- Assess and resolve system use and application problems and
follow through to resolution.
- Evaluate and interpret automated information systems from
a user perspective.
- Identify, evaluate and research computer system
- Train and instruct individuals and groups on the use of
the human services data applications and systems.
- Communicate clearly and concisely, both verbally and in
- Communicate effectively with system users and explain data
applications concepts to non-technical staff.
- Read and comprehend written material on a wide variety of
- Work cooperatively and effectively with other staff
members, customers, vendors and contractors.
- Prioritize multiple tasks.
- Work independently and as a team.
- Use good judgment and work with minimal direction.
- Gain a basic familiarity with the operating systems and general
office software commonly utilized in the department.
- Learn basic principles and practices of system
configuration and hardware and network connectivity.
Education and Experience:
Any combination of training and experience that would
provide the required knowledge and abilities is qualifying. A typical way to
obtain the knowledge and abilities would be:
The equivalent of two years of experience as an Eligibility Worker III in the Santa
Cruz County classified service.
Completion of 60 semester units or 90 quarter units at an accredited college or
university, which included at least 12 semester or 18 quarter units in
psychology, sociology, social welfare, computer science, business, office
technology, information systems or a related field.
Two years of experience in public assistance eligibility determination in a
California County Welfare Department, which must have included at least one
year of responsibility for research and resolution of user problems in automated
case management systems.
Substitution: Two years of additional qualifying experience may be
substituted for the required education.
License: Possession and maintenance of a valid
California Class C Driver License.
Background Investigation: Fingerprint check.
Previous Class Titles: Departmental Data Processing
Bargaining Unit: 41
Worker's Comp Code: 0053
EEOC Code: 03
Occupational Unit Group: 84