HELPLINE MANAGER - SES - 42001379

Requisition No: 855285 

Agency: Agriculture and Consumer Services

Working Title: HELPLINE MANAGER - SES - 42001379

 Pay Plan: SES

Position Number: 42001379 

Salary:  $40,000.22 - $44,000.32 

Posting Closing Date: 06/30/2025 

Total Compensation Estimator Tool

HELPLINE MANAGER-SES

(CLASS TITLE: INFORMATION SPECIALIST II-SES)

FLORIDA DEPARTMENT OF AGRICULTURE AND CONSUMER SERVICES

DIVISION OF PLANT INDUSTRY

***OPEN COMPETITIVE OPPORTUNITY***

CONTACT:              

Holly Hughes; (352) 395-4778 or email Holly Hughes@FDACS.gov

MINIMUM REQUIREMENTS:

A bachelor’s degree from an accredited college or university and one (1) year of professional experience in news reporting, editing, public relations, public information, advertising, marketing, mass communications or journalism. 

A master’s degree from an accredited college or university with major course of study in communications or English can substitute for the required experience. 

Professional or nonprofessional experience as described above can substitute on a year-for-year basis for the required college education.

EDUCATIONAL NOTE: Graduates utilizing education attained in the United States to meet the minimum requirements of a position will not be appointed until verification of the applicable degree has been obtained. Foreign trained graduates utilizing a degree attained outside of the United States to meet the minimum requirements of a position must be prepared to provide a copy of a credential evaluation conducted by an Approved Credential Evaluation Agency.  A list of approved agencies can be viewed at “Approved Credential Evaluation Agencies, Florida Department of Education.” Approved Credential Evaluation Agencies (fldoe.org) 

***ATTENTION CANDIDATES***

To be considered for a position with the Florida Department of Agriculture and Consumer Services:

• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• Work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be verifiable in the Candidate Profile.
  
  

The Florida Department of Agriculture and Consumer Services values
and supports employment of individuals with disabilities. Qualified
individuals with disabilities are encouraged to apply.

NOTES:

To maintain fairness and integrity in our hiring process, the use of Artificial Intelligence (AI) tools to answer qualifying questions or participate in interviews is strictly prohibited. Applicants must provide their own, authentic responses during all stages of the evaluation and recruitment process. Any candidate found using AI to assist in their answers will be disqualified from consideration.

JOB DUTIES:

General Statement: This position provides oversight of the Division’s Helpline and supervises staff to cover all daily calls and emergency program outreach support.

Helpline Management

• Monitors and replies to Helpline email inbox.
• Answers and assists callers in a friendly, informative manner.
• Records pertinent information in the division’s Communications Tracking System database and maintains records as required.
• Prepares reports (e.g., call volume, geographic analysis, program statistics, etc.).
• Provides timely follow up on all information requests and records response information in database.
• As call volume increases, assists in the mobilization of additional helpline operators.
• Efficiently carries out all supervisory actions for reporting employees.
  
  

Helpline Development

• Provides training to Helpline operators on operation of helpline, Communications Tracking System database and other program databases, as well as program information.
• Coordinates Lunch and Learn training meetings for Helpline staff.
• Maintains current working knowledge on the status of all division programs.
• Maintains familiarity with departmental activities and functions.
• Maintains quick-reference information documents including a comprehensive electronic Helpline Manual to ensure all employees are trained and following one conclusive set of guidelines.
• Monitors work performance of subordinates, including periodic written evaluations and discussions.
• Counsels to develop skills and correct deficiencies.
• Recognize employee accomplishments.
• Recommend timely disciplinary actions as needed.
• Approves timesheets and leave requests.
• Documents recommendations for special pay increases, reclassifications and disciplinary actions, when appropriate.
  
  

Emergency and Special Program Support

• Supports division’s cooperative programs as needed.
• Provides support and assistance, including phone and email communication, staff training and general administrative support, during emergency pest and disease programs as they arise.
• Responsible and accountable for managing budget/dollars/resources of any assigned programs in an efficient and accountable manner.
• Responsible for ensuring that assigned program areas have operational procedures and processes which result in accountability and compliance with division and department policies and procedures.
  
  

Technology Management

• Assists Information Technology Office, Direct supervisor, and PIO Director in maintaining the division’s Communications Tracking System database and optimization.
• Monitors technology systems and equipment used in the Helpline including computers and headsets.
  
  

Other Duties

• Assists the Public Information Director and Public Information Specialist with outreach activities, including administrative duties, art projects, video production services and others as needed.
  
  

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of the principles and techniques of public information and mass communication.
• Skill in telephone and telecommunication etiquette.
• Ability to use computer software, including Microsoft Office Suite and Adobe Acrobat.
• Ability to establish and maintain effective working relationships with others.
• Ability to facilitate positive Customer Service.
• Ability to supervise office staff.
  
  

The 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:

• 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 visit www.myfrs.com;)
• Flexible Spending Accounts;
• Tuition waivers;
• And more!
  
  

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

For an estimate of the total compensation package for this position, please visit the “Total Compensation Estimator Tool” located above under the “Posting Closing Date.”

SPECIAL NOTES:

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.