Citizen Assistance Specialist

Commonwealth of Kentucky; Kentucky; On-site; USD 48,000 - 67,000; Full time

Job summary

Commonwealth of Kentucky is seeking a Citizen Assistance Specialist to support the Complaint Review Branch within the Office of the Auditor of Public Accounts. The role focuses on resolving complex public service issues, guiding casework, and coordinating program activities for CHFS areas including KTAP and SNAP.

You will research policies, draft responses, and work with management to identify trends and drive corrective actions. Emphasis on accuracy and strong communication.

Qualifications

• Graduate of a college or university with a bachelor's degree.
• Three years of professional public relations or public service experience; one year in a human services field or program.
• Substitution: Master's degree in related fields plus two years of experience may substitute for the required experience.
• Substitution: professional experience in directly administering employment and training programs, unemployment insurance, social services, social insurance or health services programs may substitute for the required education on a year-for-year basis.

Responsibilities

• Analyze basis for client contact and implications for client and Cabinet.
• Research Cabinet policy and regulations related to assigned area.
• Provide referral assistance.
• Manage difficult to resolve client cases on an individual basis.
• Conduct research activities, special studies, and investigations.
• Gather pertinent information from clients for investigations.
• Investigate complaints and identify trends to recommend corrective actions.

Skills

Teamwork

Analytical skills

Research skills

Problem-solving

Self-motivation

Communication

Education

Bachelor's degree

Master's degree in social work, sociology, psychology, nursing, public administration, health or related field

Job description

Citizen Assistance Specialist

Advertisement Closes 11/8/2026 (11:59 PM ET)

Pay Grade 15

Salary $4,309.60 - $6,023.80 Monthly

Employment Type EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK

Hiring Agency General Government Cabinet | Auditor of Public Accounts

Location Varies

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, and 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 CHFS concerning complaint trends to improve the Cabinet’s performance 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 CHFS program area to which they are assigned, specifically Department for CommunityBased Services, Family Support, Kentucky Transitional Assistance Program (KTAP) and Supplemental Nutrition Assistance Program (SNAP). They will also assist in research activities, conduct special studies and investigations.

The following tasks will be a part of the position:

• 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 to agencies. Conduct monthly re-reviews of the issued corrective action plans and work with leadership for resolution.
• Guide other Office Citizen Assistance Specialists in answering routine inquiries related their assigned area.
• Draft responses to administrators, elected officials, attorneys, clients, and/or general public which requires interpretation of Cabinet policies and procedures.
• Perform other duties as assigned.

Preferred Experience

• Experience with the Department for Community Based Services, Family Support programs, specifically KTAP and SNAP.
• Experience interpreting Kentucky statutes, regulations, and CHFS policies.
• Excellent oral and written communication skills with experience preparing reports and briefings for management.

Preferred Skills and Abilities

• 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 timeframes with 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 Randi Cummins at [e-mail] or 502-234-2303.

An Equal Opportunity Employer M/F/D