CENTREX OPERATOR - 65000559

Requisition No: 861605 

Agency: Elder Affairs

Working Title: CENTREX OPERATOR - 65000559

 Pay Plan: Career Service

Position Number: 65000559 

Salary:  $2,896.67-$3,000.00 MONTHLY 

Posting Closing Date: 09/30/2025 

Total Compensation Estimator Tool

DEPARTMENT OF ELDER AFFAIRS

COMMUNICATIONS

*****OPEN COMPETITIVE*****

POSITION OVERVIEW AND RESPONSIBILITIES:

This is a professional communications position that will assist the department’s call center in distributing information to callers and refer them to appropriate agencies. This position will also provide other communication and administrative functions for the Communications office.

PAY:

Salary will be commensurate with experience and qualifications, ranging from $34,760.04 to $36,000.00, annually.

DUTIES AND RESPONSIBILITIES:

The position is responsible for the following duties:

• Answering the Department’s main phone lines
• Identifying the needs of callers
• Communicating available resources and programs or appropriate agencies available to callers
• Referring callers to appropriate resources or agencies
• Communicating caller needs and patterns to the switchboard supervisor
• Tracking calls in the Five9 system
• Handling occasional administrative tasks assigned by the switchboard supervisor or Division Director
• Assisting with Correspondence Tracking system database entry and assignment emails to Points of Contact

The position is responsible for supporting the Hope Florida Program by assisting with the following duties for Hope FL clients:

• Completes customer referrals to community resources based on the needs assessment, identified barriers, and goals. Assisting seniors with identifying and engaging seniors and community support, as well as discussing and making referrals for immediate service needs.
• Maintains frequent communication with Hope customers, reassesses needs, and completes additional referrals and updates to the care plan if needed. Acting as a navigator for customers regarding available program services and optional methods of attaining self-sufficiency goals.   
• Identifying and maintaining a working knowledge of available community resources to meet the individual needs of Hope clients and ensuring the connection of seniors and caregivers to relevant community resources and support.
• Documenting all pertinent information and ensuring that all appropriate forms, such as, but not limited to, the assessment and care plan are completed and uploaded into the program data tracking system accurately and timely. Provides follow-up and monitors connections to service delivery. Preparing correspondence, case notes, narratives, technical reports, notifications, and related documents using computer-based applications.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to operate a multi-line phone system.
• Ability to handle multiple calls simultaneously.
• Ability to assist the Communications office when needed.
• Knowledge of Microsoft Office Program.
• Knowledge of various programs and services available to the elderly.
• Ability to handle multiple projects simultaneously.
• Knowledge of strong organizational skills and strong interpersonal skills.
• Ability to handle difficult callers calmly and appropriately.
• Ability to work in a team environment.
• Knowledge of telephone protocol during disaster-related events.

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 employee benefits including:

• State Group Health Insurance Coverage;
• $25,000 Life Insurance Policy (100% paid by employer);
• Dental, vision, and other supplemental insurance options available;
• Annual and Sick Leave benefits,
• 10 paid holidays each year;
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com);
• Flexible Spending Accounts; and
• Tuition waivers to attend State of Florida community colleges, colleges, and universities!

For a more complete list of benefits, click https://www.mybenefits.myflorida.com/.

OUR ORGANIZATION AND MISSION:

The Department is dedicated to promoting the well-being, safety, and independence of Florida's seniors, their families, and caregivers. Its vision is for all Floridians to live well and age well.

SPECIAL NOTE:

Candidate Profile (application) must be complete in its entirety.

• Include supervisor names and phone numbers of all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed. Gaps of employment for 3 months or more MUST be addressed on application.
• 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.
• Periods of employment should be entered with the most recent/current listed first.
• If you are a retiree of the Florida Retirement System (FRS), please contact the FRS to determine if your current benefits may be affected if you are reemployed with the State of Florida in an FRS-covered position.  Your current retirement benefits may be canceled, suspended, or deemed invalid depending upon the date of your retirement. 
• If claiming Veteran’s Preference, candidates MUST attach supporting documentation (DD214).
• If claiming Right to First Interview, candidates MUST attach a copy of your official layoff letter when applying.
• All documentation is due by the close of the vacancy announcement.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

BACKGROUND CHECKS:

Successful completion of a Level 2 Criminal History Background Check is required for all applicants selected for this position.

APPLICANT INFORMATION:

Applicants should apply on-line via the People First Website https://peoplefirst.myflorida.com by 11:59 p.m. (EST) on the closing date of the position vacancy advertisement but are strongly encouraged to apply by 6:00 p.m. on the closing date to avoid any system down times or any other complications that may arise.

If you have problems applying on-line, call the People First Service Center at 1-877-562-7287. Paper applications will not be accepted by the agency.

The Department of Elder Affairs is an "older worker-friendly" employer and also lists vacancies on the Silver Edition website, found at http://silver.employflorida.com, that connects persons age 50 and older with other businesses/volunteer organizations/employers who specify they are "older worker-friendly."

The Department of Elder Affairs is an E-Verify employer and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each New Employee’s I-9 Form to confirm work eligibility.

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.