Customer Service Program Analyst Jobs in California

Office of Professional Competence

Annual Salary Range Sr Program Analyst: $104,308 - $139,079

FLSA Exempt / Union Represented

This position has a once a month in-office requirement.

The Office of Professional Competence (OPC) is seeking a Sr Program Analyst to join their team in the San Francisco or Los Angeles office. The annual salary for this role is $104,308 - $139,079. This position has a once per month in-office requirement. This role will provide research assistance to attorneys on issues related to professional responsibility including conflicts of interest, confidentiality, and the unauthorized practice of law. The ideal candidate will have strong writing skills, along with effective  customer service and/or call center experience. A Juris Doctor, paralegal certification, or completion of coursework in attorney professional responsibility is preferred but not required.

About the Office

The Office of Professional Competence (OPC) helps California attorneys practice law ethically. OPC develops and maintains resources that facilitate compliance with ethical duties. The office administers a telephone call center called the Ethics Hotline and conducts preventative education and outreach. The office also supports key committees and working groups that provide ethics guidance and address policy and rule changes to support evolving changes in the ethical rules, certifies Lawyer Referral Services, and oversees the Lawyer Assistance Program (Support).

About the Role
The Senior Program Analyst staffs the Ethics Hotline, a call center that provides research assistance to attorneys on issues related to professional responsibility, including conflicts of interest, advertising, confidentiality, and the unauthorized practice of law.

Additional responsibilities may include supporting the administration of the State Bar's Lawyer Referral Service program; conducting in-depth legal and factual research on complex issues; assisting in the development of educational materials and legal resources for California licensees; and maintaining and updating ethics-related content on the State Bar's website. The role also involves drafting legal memoranda, briefs, advisory opinions, and committee agenda materials; analyzing legislation, case law, and other legal authorities; and performing cite-checking and proofreading of legal documents.

A Juris Doctor, paralegal certification, or completion of coursework in attorney professional responsibility is preferred but not required.

Definition 
Under general direction, the Senior Program Analyst conducts professional-level analysis and administers programs and/or functions; performs specialty assignments and acts in a lead capacity with respect to lower-level professional and support staff; and performs related work as required.  

Distinguishing Characteristics 
The Senior Program Analyst is the lead/advanced journey-level professional class performing advanced, specialized work of a professional nature, utilizing skills that require technical expertise and an understanding of complex analytical procedures and program processes.  Incumbents exercise a high degree of professional judgment with considerable independence. This class may function as the lead over professional, technical, and/or administrative support personnel on an ongoing or project basis. Responsibilities include project planning and the performance of high-level professional analyses and services in the division/unit to which they are assigned.

Examples of Essential Duties  
Duties may include, but are not limited to the following: 

• Provides expertise and guidance to other professional, and/or administrative staff in complex program analysis and solutions. 
• Performs advanced research, conducts studies to determine needs, prepares reports, and recommends implementation procedures for a variety of program needs. 
• Serves as a primary communication liaison with State Bar committees, members, financial institutions, vendors, contractors, general public, other departments and employees.  
• Evaluates existing and alternative policies and makes recommendations toward establishment of revised policies and procedures. 
• Performs advanced professional work in support of State Bar programs and services involving the knowledge, interpretation, and application of State Bar policies, rules, regulations, and procedures. 
• Reviews processes and maintains program transactions, records and other documents; assists in the preparation and maintenance of statistical data, reports, correspondence, special studies, and conducts research. 
• Provides input in developing and evaluating program policies and procedures and evaluates and proposes changes concerning the methods of operation. 
• Provides lead direction over programs, staff, or special projects, which involves assigning, reviewing, and coordinating staff work.  
• Trains staff in program policies, rules, regulations, and procedures; assesses workloads; assigns employees as necessary to ensure the proper level of support for ongoing activities of the department. 
• Assists with the selection, training, direction, and evaluation of staff. 
• Implements guidelines to ensure adherence to the State Bar rules and regulations governing the administration of State Bar programs, services, and membership. 
• Represents the State Bar at programs and functions and responds to inquiries from board members, management, attorneys, and the public. 
• May perform a number of other similar or related duties which may not be specifically included within this position description, but which are consistent with the general level of the job.

Employment Standards 
Knowledge of: 

• Principles of office management, budgeting, administration, and supervision. 
• Problem identification, analysis, and evaluation. 
• Problem-solving and conflict-resolution methods and techniques. 
• Computer information systems, including personal computer applications, word processing, and spreadsheet programs. 
• Interviewing and investigative techniques. 
• Principles of effective writing and verbal presentation. 
• Coordination and operation of programs. 
• Working knowledge of the State Bar Offices and their functions and general knowledge of other agencies and their interface with the State Bar. 
• Personnel selection and supervisory principles, practices, and procedures. 
• Computerized information and database recordkeeping systems. 
• Office procedure, budget preparation, and maintenance techniques.

Ability to: 

• Apply the policies and practices of a department. 
• Understand, interpret, and apply laws, rules, and regulations related to assigned programs. 
• Plan, organize, coordinate, and evaluate programs under conflicting deadlines and demands. 
• Analyze material and problems and identify solutions.  
• Analyze problems and complaints, and identify solutions in a timely manner. 
• Mentor, assign, and prioritize work assignments of staff in support of meeting program goals. 
• Operate modern office equipment, including computer hardware, software, and internet and web-based applications. 
• Compile data and prepare narrative and statistical reports.  
• Appropriately respond to requests and inquiries from the public, State Bar members, or other departments. 
• Communicate concisely, and professionally, both orally and in writing. 
• Establish and maintain effective interpersonal relationships at all organizational levels and with the public. 
• Maintain the confidentiality of information.

Minimum Qualifications 
Education:  

• Bachelor's degree in a field that develops skills related to essential duties, or a combination of education and experience sufficient to perform the duties of the position.

Experience: 

• Minimum of three (3) years of journey-level professional experience in data collection and evaluation, research or performance or financial analysis, or grant compliance in a public sector, legal or nonprofit environment, or equivalent.  

License, Certificate, Registration Requirements:  

• None required.

Applicants who meet the Minimum Qualifications will be required to successfully complete the State Bar's selection process for this classification.  

About the State Bar
The State Bar of California's mission is to protect the public and includes the primary functions of licensing, regulation, and discipline of attorneys; the advancement of the ethical and competent practice of law; and support of efforts for greater access to, and inclusion in, the legal system.

Our Values
Clarity | Investing in Our People | Excellence | Respect | Growth Mindset

Learn more about our values.

DEI Statement
We are a diverse, equitable, and inclusive workplace where all of our employees and prospective employees experience fairness, dignity, and respect.

Learn more about our commitment to DEI.