• Job Description

  Req#: 26-01800
  Advertisement Closes
  
  4/25/2026 (8:00 PM EDT)
  
  26-01800
  
  Citizen Assistance Specialist
  
  Pay Grade15
  
  Salary
  
  $4,225.00 - $5,905.68 Monthly
  
  Employment Type
  
  EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK
  
  Click here for more details on state employment.
  
  Hiring Agency
  
  General Government Cabinet | Auditor of Public Accounts
  
  Location
  
  Location Varies, USA
  
  Description
  
  The Auditor of Public Accounts (APA) is a constitutional office led by the elected Auditor of Public Accounts,Allison Ball. The Commonwealth Office of the Ombudsman (COO), an office within the APA, serves Kentuckians whoreceive public services through the Cabinet for Health and Family Services (CHFS), ensuring the Cabinet isheld accountable by providing recommendations to improve its performance. We answer questions about CHFSprograms, investigate customer complaints and work with CHFS management to resolve them, advise CHFSmanagement about patterns of complaints and recommend corrective action when appropriate. The COO aims to beconscientious and responsive and provide meaningful feedback to Cabinet staff to improve customer service andsatisfaction and Cabinet effectiveness.
  
  The Complaint Review Branch (CRB) is part of the COO's Office of Citizen Services and Policy Integrity. Itreviews and makes recommendations to resolve complaints about the CHFS and services delivered by Cabinetemployees. The Branch issues recommendations to the CHFS concerning complaint trends to improve the Cabinet'sperformance and may require corrective action when policy violations are identified.
  
  If you are looking for a team where you can add value by employing your years of experience, where you willfeel valued for your dependable work ethic and where you can excel while working with a small team to performcomplex tasks, this is the place for you. Our team members have a unique opportunity to work in a rewardingand engaging environment at an agency that supports a healthy work to life balance, with the potential forflexible schedules and telecommuting.
  
  This Citizen Assistance Specialist will provide assistance to the public regarding complex issues andcomplaints about government services, guide casework, act as a liaison for and coordinate programmaticactivities relative to the departmental area to which they are assigned, with a focus on Protection &Permanency. They will also assist in research activities, conduct special studies and investigations, andperform other duties as assigned.
  
  Responsibilities include but are not limited to the following:
  • Analyze basis for client contact with the office and the implications for the client and the Cabinet.
  • In assigned area, research Cabinet policy and regulations as related their area.
  • Provide referral assistance.
  • Assume responsibility for the management of difficult to resolve client cases on an individual basis.
  • Conduct research activities, special studies, and investigations.
  • Gather pertinent information from client as related to the complaint and necessary for investigation.
  • Conduct investigations concerning complaints.
  • Identify complaint trends and make recommendations for correction; and issue corrective action plans toagencies; conducting monthly re-reviews of the issued corrective action plans and working with leadership forresolution.
  • Guide other Office Citizen Assistance Specialists in answering routine inquiries related their assignedarea.
  • Draft responses to administrators, elected officials, attorneys, clients, and, or, general public whichrequires interpretation of Cabinet policies and procedures.
  Skills and Expectations include but are not limited to the following:
  • 5 recent years with DCBS Protection and Permanency Child Protective Services or Adult ProtectiveServices.
  • Proficient in iTwist.
  • Experience interpreting Kentucky statutes, regulations, and CHFS policies.
  • Excellent oral and written communication skills with experience preparing reports and briefings formanagement.
  • Strong ability to work effectively with all levels of staff.
  • Strong technical review and research skills.
  • Strong analytical and organizational skills, as well as intense attention to detail.
  • The ability to problem-solve through critical and creative thinking.
  • Initiative to be self-motivated, follow through with assigned tasks, and meet established timeframeswith a minimum amount of direction.
  • Work effectively as part of a team and accept both peer and supervisor feedback.
  
  
  Minimum Requirements
  
  EDUCATION:Graduate of a college or university with a bachelor's degree.
  
  EXPERIENCE, TRAINING, OR SKILLS:Must have three years of professional public relations or public service experience. One year of the required experience must be in a human services field or program.
  
  Substitute EDUCATION for EXPERIENCE:Master's degree in social work, sociology, psychology, nursing, public administration, health or related field supplemented by two years of professional public relations, or public service experience (one of which must have been in a human services field or program) will substitute for the required experience.
  
  Substitute EXPERIENCE for EDUCATION:Professional experience in directly administering employment and training programs, unemployment insurance, social services, social insurance or health services programs will substitute for the required education on a year-for-year basis.
  
  SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.):NONE
  
  Working Conditions
  
  Incumbents working in this job title primarily perform duties in an office setting. Minimal travel may be required.
  
  Probationary Period
  
  This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.
  
  If you have questions about this advertisement, please contact Angela Shouse at angelag.shouse@ky.gov or 502-564-1345.
  
  An Equal Opportunity Employer M/F/D

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