CENTREX OPERATOR - OPS - 65650178

Requisition No: 869940 

Agency: Elder Affairs

Working Title: CENTREX OPERATOR - OPS - 65650178

 Pay Plan: Temp

Position Number: 65650178 

Salary:  $15.00-$17.00 HOURLY 

Posting Closing Date: 02/14/2026 

Total Compensation Estimator Tool

DEPARTMENT OF ELDER AFFAIRS

COMMUNICATIONS

POSITION OVERVIEW AND RESPONSIBILITIES:

This is a professional Call Center position that assists the department’s in distributing information to callers and referring them to appropriate agencies. This position supports core call center operations while also providing dedicated support for departmental initiatives that require enhanced intake, documentation, coordination, and reporting functions. The position conducts detailed intake assessments, manages initiative-related calls and follow-up communications, and ensures accurate and timely data entry within the Correspondence Tracking System and the Five9 Phone System. Additionally, this position monitors caller trends, supports leadership reporting needs, and provides other communication and administrative functions for the Communications Office and the Division of Elder Opportunities.

PAY:

Salary will be commensurate with experience and qualifications, ranging from $15.00 to $17.00, hourly.

DUTIES AND RESPONSIBILITIES:

The position is responsible for the following duties:

• Answering the Department’s main phone lines
• Identifying the needs and barriers of callers, including complex or sensitive concerns
• Communicating available resources and programs and referring callers to appropriate agencies
• Conducting detailed intake documentation for initiative-specific calls, including fraud- and scam-related concerns (OSS)
• Managing calls and follow-up communications associated with departmental initiatives such as OSS
• Processing and responding to voicemails associated with call center operations and special initiatives such as OSS
• Tracking and documenting calls in the Five9 Phone System
• Entering and maintaining accurate case documentation, assignment emails, and activity notes within the Correspondence Tracking System
• Coordinating with internal units and Points of Contact to ensure timely routing and resolution of inquiries
• Communicating caller needs, trends, and patterns to the Call Center Supervisor and Division leadership, as requested
• Assisting with administrative tasks assigned by the Call Center Supervisor, Bureau leadership, or Division Director
• Supporting the implementation, tracking, and reporting requirements of departmental initiatives impacting the Call Center
• Providing general communication and administrative support to the Communications Office and the Division of Elder Opportunities

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to operate a multi-line phone system and manage high-volume call traffic.
• Ability to document detailed intake information accurately and efficiently across multiple data systems.
• Knowledge of and proficiency in the Five9 Phone System and the Correspondence Tracking System.
• Ability to track, assign, and monitor case-related information to ensure timely follow-up and resolution.
• Ability to handle multiple calls and projects simultaneously while maintaining accuracy and professionalism.
• Ability to assist the Communications Office and Division leadership when needed.
• Knowledge of Microsoft Office programs.
• Knowledge of various programs and services available to the elderly and other vulnerable populations.
• Strong organizational, analytical, and interpersonal skills.
• Ability to handle difficult or sensitive callers calmly, professionally, and appropriately.
• Ability to identify caller trends and communicate patterns or concerns to supervisory staff.
• Ability to work independently and 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:

• Participation in state group insurance (must meet eligibility requirements*).  For more details consult with People First at 877-562-7287 or go to:  https://www.mybenefits.myflorida.com/health/eligibility_and_enrollment/ops_employees
• Participation in the Florida Deferred Compensation Plan (457b).  (For additional details and online enrollment visit MyFloridaDeferredComp.com)
• State of Florida 401(a) FICA Alternative Plan (tax deferred Retirement Savings Plan).  (For more information, please click Social Security Alternative Plan (aigrs.com) and read OPS Social Security Alternative Plan)
• Flexible Spending Accounts

*Seasonal and part-time OPS employees (less than 30 hours average per week) refer to the links above for detailed eligibility requirements.

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.