Operations Review Specialist - 60060348

OPERATIONS REVIEW SPECIALIST - 60060348

The Florida Department of Children and Families (DCF) is the state of Florida's social services agency. The agency oversees services for child safety, fostering, adoption, domestic violence, adult protective services, refugees, homelessness, mental health, substance abuse, childcare providers, human trafficking, and public assistance. The agency's mission is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency. Within DCF, the Economic Self Sufficiency (ESS) Program helps to promote strong and economically self-sufficient communities by determining eligibility for food, cash and medical assistance for individuals and families on the road to economic recovery. Under the ESS Program, the Office of Public Benefits Integrity (OPBI) is responsible for investigating public assistance fraud or misuse regarding the SNAP (Food Assistance), D-SNAP (Disaster Food Assistance), TANF (Cash Assistance), and Medicaid programs by individuals or merchants. OPBI is also responsible for quality assurance and quality control of the administration of the ESS benefit programs.

This position completes daily tasks for the Electronic Benefits Transfer (EBT) Program Office. The incumbent participates in design, development, testing, implementation, and on-going operations for EBT/EFT system pilots, expansions, and production operations, and is responsible for public awareness for all EBT/EFT pilots, expansions and production operations.

Job duties and responsibilities include, but are not limited to the following:

• Assist in the contact management reviews, development of deliverable, system design and testing, pilot operations and evaluations, and preparation of federal planning documents
• Monitor and provide monthly Express Delivery reports for on-going Expedited Card Issuance Project.
• Monitor and prepare monthly report of Express Delivery cards returned as undeliverable and notify operations of returns.
• Serves as back-up to the EBT Security Officer and participates in design, development, and testing of system security functions.
• Conducts regular periodic EBT Customer Service call monitoring and prepares written comments and feedback for the contractor.
• Evaluates, revises, and tests changes to the EBT Speech Integrated Voice Response systems.
• Performs daily tasks for EBT Customer Service functions including responding to customer issues, questions, and special card delivery requests.
• Responsible for public awareness for all EBT/EFT pilots, expansions and production operations.
• Serves as private sector liaison for retailers, merchants, and financial institutions.
• Resolves issues related to special need populations with benefits redemption issues
• Updates cardholder training materials and coordinates implementation
• Performs other job duties as assigned.

Knowledge, skills, and abilities (KSA's) include:

• Knowledge of Economic Self-Sufficiency programs
• Knowledge of Electronic Benefits Delivery Payment systems
• Ability to collect, analyze, and evaluate various types of data to solve problems, develop alternatives, and document other activities relating to the improvement of management and operations practices
• Ability to organize complex data into logical format for presentation in reports, documents, and other written materials
• Ability to communicate effectively both verbally and in writing
• Ability to establish and maintain effective working relationships with a variety of stakeholders, both public and private
• Ability to independently plan, organize, and complete work assignments with minimal supervisory oversight
• Ability to understand and apply applicable rules, regulations, policies, and procedures
• Ability to formulate policies and procedures
• Ability to conduct fact-finding research
• Ability to utilize problem solving techniques.