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Citizen Assistance Specialist
Commonwealth of KentuckyLocation Varies, United States; Location Varies, KY, United States; Remote Workstation Frankfort US KY 40601, United StatesRemotefull_timeVerifiedPosted 30 Jul 2026
💰 $72,288/yr($50,700/yr – $72,288/yr)
About the role
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8/5/2026 (11:59 PM ET)
2603921
Citizen Assistance Specialist
Pay Grade
15
Salary
$4,225.00 - $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
Location Varies
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 CHFS program area to which they are assigned, specifically Department of Behavioral Health, Developmental and Intellectual Disabilities. They will also assist in research activities, conduct special studies and investigations, and perform other duties as assigned.
The following tasks will be a part of the position:
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 CHFS program area to which they are assigned, specifically Department of Behavioral Health, Developmental and Intellectual Disabilities. They will also assist in research activities, conduct special studies and investigations, and perform other duties as assigned.
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; 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.
- Experience with the Department of Behavioral Health, Developmental and Intellectual Disabilities
- 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 t
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