Posted May 5, 2026

Citizen Assistance Specialist

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4/25/2026 (8:00 PM EDT)

26-01800

Citizen Assistance Specialist

Pay Grade 15

Salary

$4,225.00 - $5,905.68 Monthly

Employment Type

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

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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 who receive public services through the Cabinet for Health and Family Services (CHFS), ensuring the Cabinet is held accountable by providing recommendations to improve its performance. We answer questions about CHFS programs, investigate customer complaints and work with CHFS management to resolve them, advise CHFS management about patterns of complaints and recommend corrective action when appropriate. The COO aims to be conscientious and responsive and provide meaningful feedback to Cabinet staff to improve customer service and satisfaction and Cabinet effectiveness.

The Complaint Review Branch (CRB) is part of the COO’s Office of Citizen Services and Policy Integrity. It reviews and makes recommendations to resolve complaints about the CHFS and services delivered by Cabinet employees. The Branch issues recommendations to the 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 will feel valued for your dependable work ethic and where you can excel while working with a small team to perform complex tasks, this is the place for you. Our team members have a unique opportunity to work in a rewarding and engaging environment at an agency that supports a healthy work to life balance, with the potential for flexible schedules and telecommuting.

This Citizen Assistance Specialist will provide assistance to the public regarding complex issues and complaints about government services, guide casework, act as a liaison for and coordinate programmatic activities 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, and perform 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 to agencies; conducting monthly re-reviews of the issued corrective action plans and working 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.

Skills and Expectations include but are not limited to the following:

5 recent years with DCBS Protection and Permanency Child Protective Services or Adult Protective Services.
Proficient in iTwist.
Experience interpreting Kentucky statutes, regulations, and CHFS policies.
Excellent oral and written communication skills with experience preparing reports and briefings for management.
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 Angela Shouse at [email protected] or 502-564-1345.

An Equal Opportunity Employer M/F/D

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Citizen Assistance Specialist

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