Job Description

Citizen Assistance Specialist

6-month CTH

Location: On-site, (5 days a week)

Position Overview

The Citizen Assistance Specialist plays a critical role in providing support to the public regarding government services. This position requires strong investigative, problem-solving, and customer service skills to handle complex inquiries, process complaints, and ensure proper resolution. The specialist will engage with the public through multiple channels, including phone, email, and fax, to address concerns, and log the complaints into the system.

Key Responsibilities

• Serve as a primary point of contact for citizens and filing complaints.
• Investigate complaints related to healthcare facilities, long-term care (LTC), and regulatory compliance.
• Process complaints received via phone, email, and fax, ensuring accurate documentation in the system.
• Identify trends in citizen complaints and provide reports with recommendations for policy or procedural improvements..
• Work closely with internal teams and related agencies.
• Utilize Microsoft Excel and other data management tools to track complaints and generate reports.
• Utilize the internal IT systems in order to track and document the complaints in a necessary fashion.

Minimum Qualifications

• Education: Bachelor’s degree required (social work, sociology, psychology, nursing, public administration, health, or related field preferred).
• Experience: Three (3) years of professional public relations or public service experience, with at least one (1) year in a human services-related field.
• Experience with regulatory compliance, healthcare policy, and government programs preferred.
• Strong adaptability in a fast-paced environment.
• Experience handling high-volume inquiries and complex cases.
• Substitutions: A Master’s degree in a relevant field plus two (2) years of experience may substitute for required experience.
• Additional experience in social services, public administration, or healthcare programs may substitute for education on a year-for-year basis.

Preferred Skills & Competencies

• Strong verbal and written communication skills.
• Ability to analyze and interpret government policies and regulations.
• Proficiency in Microsoft Excel and data management systems.
• Excellent problem-solving and conflict resolution abilities.
• Ability to handle high-stress situations with professionalism and patience.
• Experience with call center operations and managing large email inboxes.

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