Government Operations Consultant II - 60062616

Government Operations Consultant II - 60062616

The Florida Department of Children and Families (DCF) is seeking a career-focused, highly organized, and motivated individual to become an essential member of the Enterprise Support Office Triage Team. The Enterprise Support Office serves as a gateway to the different program offices within the Department of Children and Families by ensuring that customer issues escalated to Headquarters are resolved on time and with excellence. The team strives to provide professional and accurate handling of all sensitive customer issues with the utmost compassion and respect.

This is a responsible position requiring both a dedication to high-quality customer service and knowledge of health and human services systems. This position provides Headquarters-level responses to customer issues using a model of empathy, respect, and care. This position will defuse hostile situations and identify conflict resolutions. The incumbent must be able to effectively multitask and navigate through all available systems. The incumbent must work with a sense of urgency as all work completed is time sensitive. This position requires both independent work and collaboration with teammates. The incumbent must be flexible and willing to assist in all areas of the Enterprise Support Office when needed. This includes taking customer phone calls from the public and/or meeting with customers face to face for walk-ins.

In accordance with statute, administrative code, and operating procedures, the incumbent will use analytical and customer service skills to assess and resolve customer issues while providing clear and respectful communication to the customer and stakeholders. Duties for this position include, but are not limited to:

• Assess and collect information regarding customer issues over the phone. This requires multitasking as the customer's inquiry will be documented in a system of record during the phone call.
• Triage and provide high-quality responses to client issues received at Headquarters via email, phone, or customer walk-ins. This response must be complete, accurate, timely, and delivered with respect.
• Handle most customer issues with 'one touch' resolution; route to appropriate program area(s), Service Center or Community Partner as needed; elevate more complex issues that require a higher level of coordination and longer-term management to appropriate team members; provide client referrals to community service agencies or other Department programs where appropriate.
• Provide written and verbal communications for customers and stakeholders of exceptional quality. Distill and communicate information in a way that it is understandable, actionable, and responds fully to each request or concern raised.
• Advise management of elevated issues.
• Acquire and maintain sufficient systems knowledge of program areas to effectively collaborate, analyze responses, and produce quality communications.
• Complete specialized reviews and/or responses regarding communication from high profile offices to the public.
• Collaborate with teammates regarding solutions to customer issues.

This is a full-time position, Monday to Friday, 8:00 AM to 5:00 PM. Bilingual (English and Spanish or Creole) language skills preferred.

Minimum qualifications:

• Current employment with the Department of Children and Families
• At least 2 years of experience in social services
• At least 2 years of customer service experience

Preferred qualifications:

• Knowledge of the Department of Children and Families DCF Inquiries database
• Knowledge of the Document Production System
• Bilingual (English and Spanish or Creole)
• Prior experience working in a call center environment

Knowledge, skills and abilities:

• Knowledge and application of the policies, procedures, laws, and programs governing the agency.
• Prepare, clear, concise, and accurate records and other documentation.
• Ability to communicate with the public in a tactful, courteous and effective manner.
• Ability to use active listening, de-escalation, and conflict resolution skills.
• Ability to speak clearly and correctly, and to communicate with others to obtain and verify information regarding programs within the Department of Children and Families.
• Analyze and interpret written information from various sources.
• Be detail oriented and enter data accurately into a computerized system.
• Navigate through computer screens, and complete and review basic computer documents and other forms.
• Be proficient in the use of the computer including exceptional typing skills.
• Follow written and oral directions and instructions.
• Plan and organize to ensure work is completed in accordance with regulations relating to eligibility and timeliness. Ability to review data for accuracy and completeness.
• Detect and evaluate potential fraudulent situations.
• Use computers and related software packages.

Background screening requirement:

It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees are subject to background re-screening at least every five (5) years.

Additional notes:

Preference will be given to applicants who are bilingual and fluent in English and Spanish or Creole.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

Veterans' preference. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.