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Home My WebLink AboutMINUTES - 07242007 - C.50 `TO: BOARD OF SUPERVISORS r F L CONTRA FROM: •.�� '. � \' Lori Gentles, Assistant County Administrator— COSTA Director of Human Resources =. = y COUNTY DATE: July 24, 2007 SUBJECT: Position Adjustment Resolution # 20183 C � 0 SPECIFIC REQUEST(S)OR RECOMMENDATION(S)&BACKGROUND AND JUSTIFICATION RECOMMENDATION: ADOPT Position Adjustment No. 20183 to establish the classifications of Automated Call Distribution (ACD) Administrator (LBSA-Unrepresented) at salary level ($5,605-$6,813) and Automated Call Distribution (ACD) Coordinator I (LBWA-Unrepresented) at salary level ($5,188-$6,306) and Automated Call Distribution (ACD) Coordinator II (LBNA-Unrepresented) at salary level ($5,605-$6,813). Add one (1) Automated Call Distribution (ACD) Coordinator II (Unrepresented) position in the Employment and Human Services Department. FISCAL IMPACT:. The monthly cost of filling one of these positions is approximately $10,197 ($1,530 County,•$8,667 State and Federal). The cost is partially offset by $8,667 savings due to cancellation of a contract. As a result, the net monthly cost of filling one position is $1,530 ($230 County, $1,300 State and Federal). BACKGROUND: Due to increased state mandates, the Department of Employment & Human Services is requesting the establishment of Automated Call Distribution Administrator and Automated Call Distribution Coordinator I and II classifications to service the Automated Call Distribution (ACD) technology at 1650 Cavallo Road in Antioch district office. This technology allows for automated routing of phone requests, the ability to provide service after-hours, and the ability to'offer self-service options to clients. The implementation of ACD technology will further reduce the need for highly skilled staff to deal with simple, repetitive cases issues and /or questions. The Automated Call Distribution System Administrator and Automated Call Distribution System Coordinator I and II classifications will be responsible to support the EHSD Call Center, including the management of call volumes and resources to ensure attainment of service level, review and recommend changes/addition to Interactive Voice Responder (IVR), Automatic Call Distributor (ACD) and any other supported technology located at the Medi-Cal Call Center. CONSEQUENCES OF NEGATIVE ACTION: Should this request not be approved, the EHSD IT bureau will be unable to adequately provide specialized technical support to the ACD system used by Adult and Aging Bureau/Medi-Cal Center in Antioch. In addition, this may result in Medi-Cal re-determinations not being performed in a timely manner, and budget penalties being levied on Contra Costa County by the State. CONTINUED ON ATTACHMENT: ✓"YES SIGNATURE: ��RECOMMENDATION OF COUNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE �APPRO E OT R —� SIGNATURE(S). /� ACTION OF B AR ON V oL APPROVED AS RECOMMENDED OTHER VOTE OF SUP ISORS I HEREBY CERTIFY THAT THIS IS A TRUE AND CORRECT UNANIMOUS(ABSENT COPY OF AN ACTION TAKEN AND ENTERED ON THE AYES: NOES: MINUTES OF THE BOARD OF SUPERVISORS ON THE DATE ABSENT: ABSTAIN: SHOWN. Orig. Dept: Human Resources ATTESTED EHSD Personnel JOHN C LEN,CLEFIK OF THY BOARD OF SUPERVISORS AND COUNTY ADMINISTRATOR BY V C� DEPUTY M382(10/88) July 17, 2007 P-300 #20183 Establish the classifications of Automated Call Distribution (ACD) Administrator (LBSA- Unrepresented) at salary level ($5,605-$6,813) and Automated Call Distribution (ACD) Coordinator I (LBWA-Unrepresented) at salary level ($5,188-$6,306) and Automated Call Distribution (ACD) Coordinator II (LB NA-Unrepresented) at salary level ($5,605- $6,813). Add one (1) Automated Call Distribution (ACD) Coordinator II (Unrepresented) position in the Employment and Human Services Department as recommended by the Human Resources Director. I ll14J 06 r , • :f;;t' �- � D3UTMENTREQU fi N0.PUSITI }NAS i'.. DATE' 11/13/06 DeparimenDepartment No 1 '' COPERS Employment S Humari Service's ' Budget Unit No: 501. {'. ' -0rg:'No. 5233 Agency No. A19 Action Requested:..-Establish•a flexibly staffed series for-Call Center System Ad"ministratot I and II;Allocating salary ry schedule'to.B851694($5495,42=$6679,72)for Call_Centet_System Administrator 1; Allocating salary schedule to B851787_($6085.48_;,$8074.72)_aiid:fil!(1)Cal!Center System Administrator II and cancel(1)on-site Goritractor(contract#19.018.3) ' Proposed,Effective Dater" Day after Board action Classification Questionnaire attached' Yes 0. No 13 /Cost is within Departments.budget ' Yes❑ No 0. Total One-Time Costs(non-salary)as sociated,with.request:. "`r : :'`'`_$00 Estimated total cost.adjushent(salary/benefits/one time): Total annual cost.: $,15,312.00 Net County Cost $2,297.00'.•` = Total this FY;' $1,276:00 Total this FY $191:00' SOURCE OF FUNDING TO OFFSET-ADJUSTMENT 85%StatelFedera!Funding,Re-direction of contrac&nds Department must initiate necessary adjustment and submit to CAO. Use:additional sheet fof furthef:explanationsbr comments. far parknent Head r REVIEWED BY CAO,AND RELEASED TO HU CES DEPARTME e . lY ptY' u Goun Administratof Date HUMAN'RESOURCES DEPARTMENT.RECOMMENDATION ' ` DATE:: , 7 . PLEASE., SEE ;;ATTACHEt) a .. Resafution 71t17 establishing'posiiions and resolutions ailoca6+ig Basses to the BasiclExempt salary scheduie: Effective: . Da foliowin Board Action: ;. Day 9 , � (Date} . (for);Directot of Numan Resourpes DATE:' .COUNTY ADiVtIN1STRATOR RECtJMN#ENDAT1t�N = . �, , Approve Recommendation of..'Director of 14izman Resources '. : .... 4 Disapprove RecomiriendatioB'of Directo%.cif Huinian.Reso4rc ❑ Other: ,: o i .i ' `. :(for}.0 urity dmin'stratar . BOARD OF SUPERVISORS ACTION °::. t John Cullen,County.Adininistrator and Clef of the:: , _ -Board of Supennsors ' Adjustment APPROVED ' ;= : DISAPPROVED- : : y l "B DATE: i -"-t APPROVAL OF THIS ADJUSTMENT CONSTITUTES APERSONNEL/SALARY RESOLUTION AMENDMENT. POSITION ADJUSTMENT:ACTION TO.BECOMPLETED.BY HUMAN RESOURCES'DEPARTMENT FOLLOWING BOARD ACTION Adjust ciass(es)/position(s):'as follows:° 1f Request:is to Add Project Positions/Classes;please complete other side; 0100 Form Master.; ;