SENIOR HUMAN SERVICES PROGRAM SPECIALIST - ESS Contact Center Training / Quality Assurance Unit

Requisition No: 856181 

Agency: Children and Families

Working Title: SENIOR HUMAN SERVICES PROGRAM SPECIALIST - ESS Contact Center Training / Quality Assurance Unit

 Pay Plan: Career Service

Position Number: 60070051 

Salary:  $42,561.57 minimum annual. 

Posting Closing Date: 07/23/2025 

Total Compensation Estimator Tool

THIS IS AN INTERNAL AGENCY OPPORTUNITY

ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.

Department of Children and Families 

SENIOR HUMAN SERVICES PROGRAM SPECIALIST 

for the ESS Contact Center Training & Quality Assurance Unit 

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.

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

This is a Career Service Position.

The position location will be determined based on the selected candidate.  Available locations are Miami, Jacksonville, or Tampa offices.

We are looking for people who are organized, who possess excellent computer and typing skills, and possess proficient knowledge of government assistance policies.  Applicants should be comfortable working in a fast-paced environment.

MINIMUM QUALIFICATIONS:

• Possesses two (2) years’ experience in the Economic Self Sufficiency (ESS) Program where the primary responsibilities utilize program and policy knowledge AND
• Possesses at least one (1) year of experience in quality assurance or training activities, including call monitoring or case reviews AND
• Four (4) years of professional work experience.
  • • A bachelor’s degree from an accredited college or university can substitute on a year-for-year basis for the required work experience. Attach a copy of your diploma or official transcripts before submitting your application or be prepared to provide the documents when requested.

Preference will be given to candidates with the following: 

• Two (2) years or more of experience in a call center environment.   

What You Will Do:

This is a highly responsible professional position focused primarily on Quality Assurance within the Statewide ESS Contact Center. The primary responsibility of this role is to monitor, evaluate, and improve the quality of services provided by contact center staff. In addition to quality oversight, the position may also assist with planning and delivering targeted training modules based on quality findings or operational needs. This position requires expertise in the Economic Self Sufficiency program areas, government assistance programs, including extensive knowledge of program concepts, federal & State laws, and regulations and the FLORIDA computer system. 

Additional Information/Requirements

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

The 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 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 candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.  Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check 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.  Employees will be retained in state and national rap back program, providing real-time arrest hit notifications.   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 will have a Benefit Recovery check completed to validate current or former government 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 clicking here.  All documentation is due by the close of the vacancy announcement.