Customer support specialist Jobs in Hayward, CA

About the Position

Are you ready to play a vital role in Civil Rights and ensure that people feel heard? The Civil Rights Office at Cal State East Bay is seeking a dedicated Intake and Support Specialist to serve as the critical first point of contact for individuals reporting discrimination, harassment, or retaliation. You will be part of a highly talented team working every day to uphold our commitment that at East Bay Everybody Belongs.

Cal State East Bay is committed to providing a safe and inclusive learning, living, and working environment for all members of its campus community. In support of this commitment, the Civil Rights Intake and Support Specialist is responsible for conducting all intake functions in accordance with best practices in civil rights investigations, applicable CSU policies and procedures, ethics and due process, and in a trauma-informed manner.

The Civil Rights Intake and Support Specialist must be able to handle highly sensitive and potentially political matters with tact and discretion, maintaining confidentiality as appropriate. The incumbent ensures a prompt, warm, and thorough response to all new reports of protected status discrimination and harassment, including sexual harassment, sexual assault, dating and domestic violence, stalking, and related retaliation, and in interfacing with other campus leaders and administrators to provide support, ensure safety, and maintain compliance with the university’s obligations under state and federal law.

As the university’s first point-of-contact for individuals who make such a report, the Civil Rights Intake and Support Specialist must be caring, empathetic, and possess and maintain a high level of subject matter expertise on Title VI, Title VII, Title IX, VAWA, the ADA, and postsecondary institutional trends in Title IX and DHR administration, as well as the CSU Interim Nondiscrimination Policy.

Responsibilities

Complainant Outreach and Intake Meetings

• Conduct outreach for complainants within 0-1 business days of receipt or as soon as possible, once by phone, twice in writing.
• Demonstrate excellent interviewing techniques.
• Explain all Rights and Options available to complainants based on type of violation (e.g. medical exams, preserving evidence, restraining orders, criminal reporting options, steps in a Civil Rights investigation, Confidential Advocate).
• Create prompt and thorough written assessments.

Recommend and Implement Approved Supportive Measures

• Thoroughly assess and recommend appropriate supportive measures, prioritizing immediate safety and medical needs, to allow continued access to education or employment.
• Implement approved Supportive Measures.
• Document reason or basis if a requested Supportive Measure is denied.

Conduct Preliminary Inquiries

• Analyze relevant issues and elements that could be resolved through existing documentation.
• Describe and request relevant documentation from campus partners, including UPD, Housing, Accessibility Services, the Registrar, Human Resources, and academic departments.

Draft Notices for Investigation and No Investigation

• Consult extensively with the Title IX Coordinator/DHRA, CO Systemwide Director, and CRO Attorney to determine whether a report will be accepted for investigation.
• Prepare draft Notices within 5 business days for review and approval.
• Serve approved Notices within 10 business days as required by Policy.

Oversee the Hearing Processes under the Nondiscrimination Policy

• Take responsibility for Hearing logistics as needed, including but not limited to scheduling hearings, notifying witnesses and securing their attendance, and ensuring the Hearing Officer, Parties, and witnesses are provided all necessary and appropriate materials.
• Coordinate all technical aspects of the Hearing.
• Act as liaison with the Parties, Witnesses, and the Hearing Officer on all procedural matters.
• Attend and manage teleconference requirements, recordings, and break out rooms.
• Ensure adherence to post-hearing procedures and deadlines, including submission of report, appeal notifications, and any sanctioning referrals.

Train and Provide Lead Work Direction to Intake Staff

• During peak periods (e.g. midterms, finals) or when the volume of new matters exceeds intake capacity, train and provide lead work direction to temp pool employees to ensure outreach and intake remains timely.

Minimum Qualifications:

Must have fundamental written and oral communication skills, including a basic foundation of English grammar, spelling and punctuation; an ability to understand basic office procedures; an ability to operate standard office equipment; and an ability to perform basic arithmetic. Positions also may require basic typing and keyboard skills.

These entry qualifications normally would be obtained through completion of a high school program or its equivalent and a year or more of general office experience.

Required Knowledge, Skills and Abilities

• Strong knowledge of current federal and state laws, regulations, policies, and procedures that govern Title IX, Title VI, Title VII, the Americans with Disabilities Act, and CSU Nondiscrimination Policies.
• Excellent writing and research skills and the ability to generate concise and analytical reports about complex and sensitive topics/investigations.
• Excellent organization skills, ability to handle a significant caseload, manage multiple deadlines, and adjust multiple priorities as circumstances change.
• Knowledge of principles of conducting investigations, including interview methods and techniques, and excellent ability to interview individuals in crisis so that they feel respected and heard.
• Knowledge of principles of social justice and cultural competence.
• Commitment to principles of respect, due process, fairness, confidentiality, and ethical conduct.
• Proven ability to learn new areas and accept constructive feedback with minimal rework over time.
• Demonstrated reliability and dependability, including a consistent record of maintaining regular and punctual attendance and adhering to established work schedules.

Preferred Skills and Knowledge

• Master's Degree in a relevant discipline, or combination of bachelor's degree and equivalent professional experience.

Condition(s) of Employment

Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment. Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.

All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.

EEO Statement

All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal State, East Bay provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. The CSU complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.