Job Information
MyFlorida CALL CENTER SERVICES REPRESENTATIVE II - ESS Program Call Center VIU - Statewide in GAINESVILLE, Florida
CALL CENTER SERVICES REPRESENTATIVE II - ESS Program Call Center VIU - Statewide
Date: Jun 20, 2024
Location:
GAINESVILLE, FL, US, 32307 MIAMI, FL, US, 33128 PENSACOLA, FL, US, 32501 ORLANDO, FL, US, 32808 JACKSONVILLE, FL, US, 32207 WEST PALM BEACH, FL, US, 33401 TALLAHASSEE, FL, US, 32303 PANAMA CITY, FL, US, 32401 TAMPA, FL, US, 33612
The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .
Requisition No: 831637
Agency: Children and Families
Working Title: CALL CENTER SERVICES REPRESENTATIVE II - ESS Program Call Center VIU - Statewide
Pay Plan: Career Service
Position Number: 60066499
Salary: $1,354.50. DCF Salary Policy will apply.
Posting Closing Date: 06/28/2024
Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)
THIS IS AN INTERNAL AGENCY OPPORTUNITY.
ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.
Department of Children and Families
CALL CENTER SERVICES REPRESENTATIVE II
This posting will be used to fill Career Service vacancies.
This position is full-time, working 40 hours per week.
This position is for the Customer Call Center, Virtual Intake Unit (VIU) and can be located anywhere in the State.
Current employees will be compensated in accordance with the DCF salary policy.
Some travel may be required (limited travel).
Minimum qualifications:
Must be a current Florida Dept. of Children and Families, Economic Self Sufficiency (ESS) Program Call Center employee, AND
One (1) year Call Center experience in determining eligibility and/or processing changes as a Call Center Services Representative I (CCSR I) .
Preference will be given to candidates with the following:
More than 2 years (2+) of experience as an CCSR I or higher position.
POSITION DESCRIPTION
This position has been designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.
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 EST, Monday - Friday.
This is an internal professional position in the ESS Statewide 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.
Your People First 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.
The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
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. https://www.myfrs.com/
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.
If you experience problems applying online, please call the People First Service Center at (877) 562-7287.
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 clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.
Nearest Major Market:Tallahassee