ECONOMIC SELF-SUFFICIENCY SPECIALIST II - 60064827 - ESS Call Center Tampa The State of Florida Tampa


Short Description :

The state of Floridas social services agency Handle customer inquiry calls 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 ,…

Full Description :

Requisition No: 176864

Agency: Children and Families

Working Title: ECONOMIC SELF-SUFFICIENCY SPECIALIST II60064827ESS Call Center Tampa

Position Number: 60064827

Salary: $27,926.08 Minimum

Posting Closing Date: 05/15/2020

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.

Position Title: Economic Self-Sufficiency Specialist II
Position number: 60064827

Class Code: 6091
Minimum Pay: $1,074.08 Bi-Weekly; $27,926.08 Annual
Only current DCF Employees will be considered.
Location: Tampa Customer Call Center 9393 N. Florida Ave Tampa, FL 33612

Non-Telecommuting position


TO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED AND MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION.

This is an internal professional position in the Tampa Customer Call Center. The work includes reviewing and analyzing cases to evaluate the quality of services, conducting training and mentoring staff. The position also requires planning, evaluating, leading and guiding staff towards continuous quality improvement.


DUTIES AND RESPONSIBILITIES:

  • Assists the Supervisor in mentoring and developing staff appropriately. Reviews cases as assigned and tracks data as needed. Serves as the supervisory back-up.
  • Utilizes the FLORIDA computer system conducting comprehensive interviews, completing forms to verify information and documentation for purpose of collecting/updating data on applicants/recipients and their household members.
  • Assists clients in obtaining documentation when necessary.
  • Determines eligibility and authorizes timely and accurate benefits.
  • This is evaluated based on the current performance indicators policy, and procedures for public assistance programs.
  • Maintains assigned work responsibilities by taking prompt action on all case management activities.
  • Conducts special desk reviews as needed, i.e., changes, alerts, data exchanges, sanctions, fraud referrals, etc.
  • Processes special reports and maintains case records.
  • Maintains required procedural materials. Identifies cases of possible fraud overpayment and over issuance for referral to the Benefit Recovery Unit.
  • Responds to customer communications in a professional and timely manner and makes referrals to community partners as appropriate.
  • Takes corrective action on quality control reports and monitoring reports.
  • Attends and participates in supervisory conferences, meetings, trainings, workgroups, and quality initiatives.
  • Handle customer inquiry calls.
  • Complete other related duties as assigned.


KNOWLEDGE SKILLS AND ABILITIES:

  • Knowledge of public assistance program objectives and policies.
  • Knowledge of problem-solving techniques.
  • Knowledge of training principles and practices.
  • Knowledge of goal setting techniques.
  • Ability to communicate with others to obtain and verify information concerning eligibility.
  • Ability to detect and evaluate potential fraudulent situations.
  • Ability to analyze and interpret written, numerical, and verbal data from various sources.
  • Ability to enter Data accurately into a computerized system.
  • Ability to navigate through computer screens and complete and review basic computer documents and other forms.
  • Ability to review work to ensure compliance in accordance with regulations relating to eligibility and timeliness.
  • Ability to read, understand, apply complicated and detailed regulations, and policy directives.
  • Ability to perform a variety of mathematical computations accurately and rapidly.
  • Ability to prepare, clear, concise and accurate records and reports.
  • Ability to maintain cooperative working relationships with the public and staff.
  • Ability to follow written and oral directions and instructions.
  • Ability to conduct fact-finding interviews.
  • Ability to work with a diverse range of people.
  • Ability to establish and maintain effective communication both oral and written.
  • Ability to establish and maintain effective working relationships with others.


Minimum qualifications:

  • Must be a current DCF employee.
  • Minimum one year DCF Call Center experience as an Economic Self-Sufficiency Specialist I.
  • An associate’s degree, or 60 semester or 90 quarter hours of college. Para-professional experience where the major the major responsibility was determining eligibility, conducting investigations, conducting interviews, providing counseling, recruiting, billing or collecting accounts, processing insurance policies or claims, or providing customer service can substitute on a year for year basis for the required college education.

DCF EMPLOYMENT DISCLOSURES

US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.

SELECTIVE SERVICE SYSTEM REGISTRATION All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov.

RETIREE NOTICE If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you required to repay all benefits received depending upon the date of your retirement.

BACKGROUND SCREENING 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, also 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.

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process.

VETERAN’S 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.

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.

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.
Nearest Major Market: Tampa

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