Requisition No: 289021
Agency: Children and Families
Working Title: ECONOMIC SELF-SUFFICIENCY SPEC I OPS - 60923524 - ESS Tampa Call Center
Position Number: 60923524
Salary:  $12.76 per hour
Posting Closing Date: 01/13/2021
THIS IS AN OPEN COMPETITIVE OPPURTUNITY.
ADVERTISEMENT TO FILL ANTICIPATED VACANCIES.
Vacant positions will be filled as they become available
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.
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.
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 can multi-task, possess good keyboard skills, can learn complex rules and apply them to casework, and are able to thrive in a high-pressure, fast-paced environment. Every minute and every case processed count for those who are hungry, caring for others, in need of assistance to provide shelter for loved ones, or just need a helping hand, and your career choice could make a critical difference.
Call Center agents assist incoming callers utilizing multiple computer systems to answer customer inquiries, review case records for accuracy, process changes in customer’s household situation, and make resource referrals. This position does not require face to face contact with clients. This work makes a tremendous and often unseen impact on countless lives. If you are interested in making a difference, please join our TEAM!
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 I OPS - 60923524 - ESS Call Center Tampa
Your application will be reviewed, and it will be determined if you meet the minimum requirements for the position.
The applicant will be hired as OPS (Other Personal Service).  See general terms of OPS employment on the Dept. of Management Services webpage here .
This is a full-time position, working 40 hours per week, Monday - Friday, 8:00 A.M.- 5:00 P.M. EST.
The hourly rate for the OPS position is $12.76.
Call Center Agent - POSITION DESCRIPTION
MINIMUM REQUIREMENTS:
• Applicants must meet the minimum requirements to be hired for this position .
• Associate degree, OR 60 semester or 90 quarter hours of college require; OR these skills can be substituted on a year-for-year basis for the required education: Work experience interviewing, recruiting, investigating, processing claims, billing or collections, checking credit, processing insurance policies, determining eligibility or providing customer service are valued skills for consideration in hiring for this position.
• This position requires the application of basic Math.
IMPORTANT INFORMATION:
• Ability to speak/read/write Spanish/Creole/French or other foreign language may be considered in the selection process as determined by need.
• Hired applicants spend approximately 6 to 8 weeks in paid classroom training (training may be delivered as virtual computer training, i.e. distance learning). A passing score must be achieved on each Eligibility Exam administered in order to continue employment.
• Upon satisfactory completion of training and/or probationary status, candidates may be allowed to telecommute (work from home).
JOB DESCRIPTION:
This Economic Self-Sufficiency Program Customer Call Center position is in Tampa, FL . Call Center agents assist incoming callers who have either applied for or are receiving Food Assistance, Medicaid, and/or Temporary Cash Assistance.  Call Center agents utilize multiple computer systems to answer customer’s questions, review case records for accuracy, process changes in customer’s household situation, and make resource referrals.  Peak hours of operation are 8:00 AM to 5:00 PM, Monday through Friday. This is a very challenging and fast paced work environment and requires the ability to multi-task and adapt. Attendance and punctuality are critical. Call agents work 8 hours daily/40 hours weekly.  When the call volume dictates, call agents are expected to continue working until the calls have been serviced.
Typical duties include:
• Interviewing applicants to obtain and verify information needed to determine eligibility for Food Assistance, Medicaid, and Cash Assistance.
• Learning numerous state and federal program regulations, through intensive training prior to full case assignment and then ongoing training thereafter. This work is driven by ongoing reliance on regulations.
• Instructing clients in completion of various forms, and reviewing the applications and forms submitted for completeness and consistency.
• Determining program eligibility in accordance with current regulations using the computer-based eligibility system.
• Researching information provided by an applicant until satisfactory explanations regarding eligibility status is confirmed.
• Reporting cases where identity theft or fraud is suspected.
• Advising clients of deadlines, time frames, and necessary actions to be taken.
• Working with clients who may not take the necessary actions within the required time frame.
• Establishing and maintaining multiple electronic files and conducting regular reviews and updates. Documenting all communications and contacts with clients.
• Planning and organizing a large computer caseload, ensuring that accuracy levels are maintained, and cases are processed within the specified time frames set by federal and state regulations.
• Computing and authorizing grant amounts based on financial and family status. Reviewing and explaining public assistance amounts to clients and authorizing payment of monthly benefits.
• Keeping up to date on changes in rules, laws, procedures, etc. that affect processing timeliness.
KNOWLEDGE, SKILLS AND ABILITIES :
• Apply the policies, procedures, and programs governing the agency.
• 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.
• Prepare, clear, concise and accurate records and reports.
• Establish and maintain cooperative working relationships with the public and staff.
• Use computers and related software packages.
• Follow written and oral directions and instructions.
In addition to career-specific skills, the following basic skills are required:
• Problem-solving & decision-making
• A positive attitude
• Independence & initiative
• A strong work ethic
• Computer literacy
• Self-presentation
ADVERTISEMENT TO FILL ANTICIPATED VACANCIES.
Vacant positions will be filled as they become available
EMPLOYMENT WITH DCF:
• The Department of Children and Families is a tobacco free environment.
• 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 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.