Requisition No: 789255

Agency: Children and Families

Working Title: CALL CENTER SERVICES REPRESENTATIVE I - 60064868

Position Number: 60064868

Salary: $31,200 annually / $1,200 bi-weekly

Posting Closing Date: 12/18/2022

Call Center Services Representative

Department of Children and Families

Tampa, Florida

Open Competitive

This posting will be used to fill position vacancies in OPS and Career Service.

Current employees will be compensated in accordance with the DCF salary policy.

The call center serves the public from 7:00 AM - 6:00 PM EST, Monday - Friday.

Peak hours of operation are 8:00 AM to 5:00 PM, Monday - Friday.

New hire training and regular work schedules may differ from peak work times.

Evening or weekend hours may be required.

What you will do:

Families in need and in crisis require time sensitive actions from strong, compassionate individuals who are dedicated to assisting the vulnerable and promoting strong self-sufficient families. This demanding and challenging career could be your opportunity to help those in need make a better life for themselves and their families.

We are looking for people who are organized, who possess excellent computer and typing skills, are willing to learn public assistance policies and can engage with customers/citizens of Florida in a call center environment. Applicants should be comfortable working in a fast-paced environment. This career does not require face to face contact with clients and consists primarily of phone interactions with customers. Successful candidates will make a tremendous positive impact on countless lives. If you are interested in making a difference, please join our TEAM!

How you will make an impact:

The primary function of this position is providing support services related to public assistance eligibility in a call center setting. The work performed includes processing a broad range of eligibility activities and entering information into a computer-based eligibility system with very time sensitive Federal, State, Agency, and Legal deadlines. The Call Center Services Representative is expected to handle a high volume of work which is deadline driven; the Call Center Services Representative must be able to prioritize and plan work assignments while being flexible to change priorities with little notice.

The typical duties include:

• Answer general inquiry and complex eligibility questions related to program requirements, application processing, case status, and benefit information; follows established procedures to escalate complex case corrections to ensure resolution.
• Process a variety of eligibility related work activities including reported changes, data exchange, alerts, ASEC drivers, and case corrections including actions to supplement benefits (auxiliaries) within designated time frames as required by Federal and State laws, and Department policy and procedures. Educates customers on the benefit and features of my ACCESS Account including account set-up and password resets.
• Resolve Electronic Benefit Transfer (EBT) ACCESS card issues which includes personal identification number (PIN) unlocks. Conduct abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all public assistance programs.
• Request all additional information/verification required to establish or continue eligibility for public assistance programs according to Department procedures. Ensure electronic case records are documented thoroughly and properly as required by Department procedures.
• Take appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews. Assist customers with referrals to other agencies and community resources.

Qualifications:

• Must have a High School diploma, GED, or equivalent certificate.
• Preference will be given to applicants who have at least one year (12 months) work experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies or determining eligibility.
• Ability to attend an 8 - 12-week mandatory training course.

Additional Information/Requirements:

All eligible candidates will be required to complete a skills assessment to include the following tests, which requires successful completion for advancement to the next step in the hiring process:

Language proficiency may be considered in the selection process as determined by Agency needs at the time of selection.

Incumbents may be expected to work during emergency situations or natural disasters.

Incumbents may be eligible for telework if they have completed training and meet or exceed all performance expectations.

Knowledge, Skills, and Abilities:

• Apply the laws, rules, and regulations governing eligibility and grant determination for multiple public assistance programs and the case administration of these programs.
• Communicate with others to obtain and verify information concerning eligibility.
• Detect and evaluate potential fraudulent situations.
• Analyze and interpret written, numerical, and verbal data from various sources.
• Enter data accurately into a computerized system.
• Navigate through computer screens, complete, and review basic computer documents and other forms.
• Plan and organize caseload to ensure work is completed in accordance with regulations relating to eligibility and timeliness.
• Read, understand, apply complicated and detailed regulations, and policy directives.
• Perform a variety of mathematical computations accurately and rapidly.
• Establish and maintain cooperative working relationships with the public and staff.
• Use computers and related software packages.
• Follow written and oral directions and instructions.

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• No state income tax for residents of Florida;
• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions
• (For more information, please click www.myfrs.com);
• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

Growth Opportunities:

With 12,000 employees across the state DCF promotes opportunities and training for all. Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.

Where you will work:

Florida is the only state that borders both the Atlantic Ocean and the Gulf of Mexico. In other words, no matter where you land in Florida, you’re never more than 60 miles from a body of saltwater. And if the beach isn’t your scene, there are 175 state parks to explore! Meanwhile, Floridians hail from a wide range of backgrounds, cultures, ethnicities, and walks of life, making it an incredibly diverse melting pot that many residents and visitors to Florida love. The Sunshine State is a great place to live and work – Come join our team!

About Department of Children and Families:

Mission: The mission of the Department of Children and Families 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.

Vision: We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.

Values: A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.

To learn more please visit https://www.myflfamilies.com/.

• 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 will be required to repay all benefits received depending upon the date of your retirement.
• The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
• We hire only U.S. citizens and lawfully authorized alien workers.
• Participation in the State of Florida Direct Deposit Program is required as a condition of employment per F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

SELECTIVE SERVICE: 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) before their 26th birthday or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov.

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 also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, 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 and check for outstanding overpayments before completing the hiring process.

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. Certain service members may be eligible to receive waivers for postsecondary educational requirements. 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.