Requisition No: 278021
Agency: Children and Families
Working Title: ECONOMIC SELF-SUFFICIENCY SPEC SUPV-SES - 60065623 - ESS Call Center Tampa
Position Number: 60065623
Salary:  $35,568 minimum. DCF Salary Policy will be applied.
Posting Closing Date: 12/16/2020
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, child care 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.
THIS IS AN INTERNAL ADVERTISEMENT.
ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.
TO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED AND
MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION/ CANDIDATE PROFILE .
ECONOMIC SELF-SUFFICIENCY SPEC SUPV-SES - 60065623 - ESS Call Center Tampa
POSITION DESCRIPTION
This is an Internal Agency advertisement for ESS employees.
Location: Tampa Call Center 9393 N Florida Ave. Tampa, FL   33612.
This is a professional position supervising an Economic-Self-Sufficiency unit in the Tampa Call Center. The primary duty of the incumbent is to spend most of the time reviewing and analyzing cases to evaluate the quality of service. Responsibilities also include communicating with, motivating, training and evaluating employees; planning and directing employee’s work assignments; and having the authority to recommend personnel actions such as promotions, demotions, disciplinary actions and special recognitions.
Minimum qualifications:
• Must be a current DCF ESS Program employee AND
• An Associate's degree, or higher level degree, from an accredited college or university OR education requirement can be substituted for minimum two (2) years of experience determining eligibility experience as an Economic Self Sufficiency Specialist I, or higher-level class title, determining eligibility for SNAP, Cash Assistance and/or Medicaid.
Preference Given to applicants with the following:
• Supervisory, training and/or mentoring experience in a professional setting.
• Minimum one (1) year DCF ESS Call Center experience.
JOB DUTIES AND RESPONSIBILTIES
SUPERVISION:
• Supervises staff that performs customer call center activities for all public assistance programs.
• Ensures all case maintenance activities are processed accurately, timely, and in accordance with current rules, regulations, policies, and procedures.
• Develops or uses tracking systems to monitor case status and all activities and ensure staff complete the work required to provide customer service and to meet required performance indicators.
• Plans workloads, work flow, deadlines, work objectives, and time utilization with employees.
MONITORING AND QUALITY REVIEW:
• Reviews and analyzes case records and monitors calls in accordance with the ESS New Quality Management System.
• Discuss case and call monitoring findings with staff and uses the case reading and call monitoring process as a positive learning experience and to document performance.
• Ensures all cases are corrected accurately and timely.
• Develops corrective action plans along with follow-up as necessary.
ADMINISTRATIVE:
• Resolves issues from internal and external customers.
• Evaluates, analyzes, and completes reports.
• Participates in supervisor conferences and meetings.
• Attends and participates in training and work groups.
• Completes all personnel related activities.
• Participates in planning and presentation of performance reviews.
• Participates in operational planning.
• Ensures personnel, fiscal and administrative rules, regulations, work processes and operating procedures are followed.
TRAINING/POLICY:
• Trains employees in methods for performing an effective and efficient job.
• Reviews, interprets, and coordinates implementation of policies, procedures, and directives, and provides technical assistance.
EMPLOYEE DEVELOPMENT/INDIVIDUAL CONFERENCES/STAFF MEETINGS:
• Effectively communicates with employees to discuss accomplishments and opportunities (areas needing improvement).
• Completes monthly documented performance conference with employees and completes performances evaluations according to the Department’s policies and procedures.
• Develops and monitors individual and unit improvement plans for effectiveness
• Perform special work assignments and other related work/duties as required or assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Applicants should have excellent people and computer skills
Knowledge of public assistance program objectives and policies
Knowledge in all SSI-Related Medicaid policies; including but not limited to ICP, Hospice, and HCBS Waivers
Knowledge of problem-solving and goal setting techniques
Knowledge of training principles and practices
Knowledge of Microsoft Office applications, such as, Word, Outlook, Excel and Powerpoint
Knowledge of arithmetic
Ability to perform complex arithmetic operations
Skill in operating a personal computer
Ability to conduct fact-finding interviews
Ability to accurately prepare and maintain records and reports
Ability to work with a diverse range of people
Ability to deal calmly and effectively in high stress situations
Ability to compose documents involving technical information
Ability to interpret and apply regulation materials
Ability to prioritize and meet deadlines
Ability to establish and maintain effective communication both oral and written
Ability to apply ethical business practices
Ability to establish and maintain effective working relationships with others
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 comple ting 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.