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Home My WebLink AboutMINUTES - 02262008 - C.50 s T O: BOARD OF SUPERVISORS CONTRA NrJ L"� FR0rVI: Lori Gentles, Assistant County Administrator— COSTA Director of Human Resources �.. ..`� DATE: COUNTY July 24, 2007 Tn ""'�` SUBJECT: Position Adjustment Resolution # 20183 CW . 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 (LBS/ nrepresented) at Salary level ($5,605-$6,813) and Automated Call Distribution (ACD) Coordinator I (L BWMJ nrepresented) at salary level ($5,188-$6306) 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 CostaCounty by the State. CONTINUED ON ATTACHMENT: ----YES SIGNATURE: RECOMMENDATION OF COUNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE —�APPR E OT R SIGNATURES) ACTION OF B AR ONS APPROVED AS-RECOMMENDED OTHER VOTE OF SUP R ISORS I HEREBY CERTIFY THAT THIS IS A TRUE AND CORRECT UNANIMOUS(ABSENT l�1�' ) COPY OF AN ACTION TAKEN AND ENTERED ON THE AYES: NOES: MINUTES OF THE BOARD OF SUPERVISORS ON THE DATE ABSENT: ABSTAIN: SHOWN. —p Orig. Dept: Human Resources ATTESTED EHSD Personnel JOHN CUL CLE K OF TH BOARD OF nSUPERVISORS pAN�D C�OUi4TY ADMINISTRATOR BY DEPUTY 10382(10/88) 11/14/06 POSITION ADJUSTMENT REQSy i N0. C: DATE 11/13/06 Department: Department No./ COPERS Employment&Human'Services Budget Unit No. 501 Org. No. 5233 Agency No. A19 Action Requested: Establish a flexibly staffed series for Call Center System Administrator I and II;Allocating salary schedule to B851694($5495.42- $6679.72)for Call Center System Administrator 1; Allocating salary schedule to 8851787($6085.48-$8074.72);and fill(1)Call Center System Administrator II and cancel(1)on-site Contractor(contract#19.018-3) Proposed Effective Date: Day after Board action Classification Questionnaire attached: Yes ❑ No ❑ /Cost is within Department's budget: Yes ❑ No ❑ Total One-Time Costs(non-salary)associated with request: $00 Estimated total cost adjustment(salary/benefits/one time): Total annual cost $15,312.00 Net County Cost $2,297.00 Total this FY $1,276.00 N.C.C.this FY $191.00 SOURCE OF FUNDING TO OFFSET ADJUSTMENT 85%StatetFederal Funding,Re-direction of contra Bunds Department must initiate necessary adjustment and submit to CAO. Use additional sheet for further explanations or comments. CD ' for)beparfrnent Head cr' _ REVIEWED BY CAO AND RELEASED TO HUUPJAht•LRESO-f CES DEPARTMENT —� Deputy County Administrator Date HUMAN RESOURCES DEPARTMENT RECOMMENDATION DATE: PLEASE SEE ATTACHED Resolution 71117 establishing positions and resolutions allocating classes to the BasiclExempt salary schedule. Effective: l Day following Board Action. ❑ (Date) (for) Director of Human Resources COUNTY ADMINISTRATOR RECOMMENDATION DATE: 717 7 Cd'Approve Recommendation of Director of Human Resources El Disapprove Recommendation of Director of Human Resourc ❑ Other: (for)County Xdministrator BOARD OF SUPERVISORS ACTION: John Cullen,County Administrator and Clerk of'We Board of Supervisors Adjustment APPROVED jDISAPPROVED ❑ DATE: S 1� ,° G BY: APPROVAL OF THISDA JUSTMENT CONSTITUTES A PERSONNEUSALARY RESOLUTION AMENDMENT POSITION ADJUSTMENT ACTION TO BE COMPLETED BY HUMAN RESOURCES DEPARTMENT FOLLOWING BOARD ACTION Adjust classes)/position(s)as follows: ESTABLISH classifications Automated Call Distribution(ACD)Administrator(LBSA),`Autoinated Call Distribution(ACD)Coordinator 1(LBWA)and Automated Call Distribution(ACD)Coordinator II. ADD one(I) ACD Coordinator II position#13463 If Request is to Add Project Positions/Classes,please complete ather.side P300 Form&laster T July 17, 2007 P-300 920183 Establish the classifications of Automated Call Distribution (ACD) Administrator (LBSKC Unrepresented) at sal ry level�($ 6.65� 6: 8't3r and Automated Call Distribution (ACD) Coordinator I (LBW)(JOnrepresented) 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.