GOVERNMENT OPERATIONS CONSULTANT I OPS - 60932485

Requisition No: 836601 

Agency: Children and Families

Working Title: GOVERNMENT OPERATIONS CONSULTANT I OPS - 60932485

 Pay Plan: Temp

Position Number: 60932485 

Salary:  $18.90 

Posting Closing Date: 09/23/2024 

Total Compensation Estimator Tool

CLIENT INTAKE SPECIALIST - 60932485

THIS IS A VACANCY TO FILL AN OTHER PERSONAL SERVICES POSITION.

THIS POSITION WILL BE PHYSICALLY BASED AT THE HEADQUARTERS OFFICE IN TALLAHASSEE. 

THIS IS NOT A TELEWORK POSITION. 

This is a full-time position, Monday to Friday, 8:00 AM to 5:00 PM. Bilingual (English and Spanish or Creole) language skills preferred.   

Salary: $18.90 per hour

JOB DESCRIPTION:

The Department of Children and Families' Triage Team is part of the Enterprise Support Office. The Triage Team serves as a catalyst to ensure that client issues escalated to Headquarters are resolved on time and with excellence. The team strives to provide professional and accurate handling of all sensitive client issues with a high level of empathy and respect.

This is a professional position requiring both a dedication to high-quality internal and external customer service and knowledge of health and human services systems. This position provides Headquarters-level responses to client issues by using a model of empathy, respect, and care. This position will defuse hostile situations and identify conflict resolutions.

In accordance with statute, administrative rules, and operating procedures, the incumbent will use analytical and customer service skills to assess and resolve client issues while providing clear and respectful communication to the client. Duties for this position include:

• The Client Intake Specialist position will answer incoming calls in a timely manner, gather information, route calls to the appropriate entity, and create inquiries that will be processed within the DCF Inquiries database for resolution.  

• Provide clear and accurate verbal communication to individuals calling and seeking assistance.

• Advise management of elevated issues.

• Acquire and maintain a working knowledge base of programs within the Florida Department of Children and Families.
• The incumbent will also be responsible for additionally assigned duties.  

MINIMUM QUALIFICATIONS:
At least a high school diploma or GED is required.
At least 2 years of customer service or social service experience.

Prior experience answering calls in a professional environment.     
 
PREFERRED QUALIFICATIONS: Current or prior employment with the Department of Children and Families Knowledge of the Department of Children and Families 
Bilingual (English and Spanish or Creole)

 
KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge and application of the policies, procedures, laws, and programs governing the agency.
Prepare, clear, concise, and accurate records and other documentation.
Ability to communicate with the public in a tactful, courteous and effective manner. Ability to speak clearly and correctly, and to communicate with others to obtain and verify information regarding programs within the Department of Children and Families Analyze and interpret written information from various sources.
Be detail oriented and enter data accurately into a computerized system.
Navigate through computer screens, and complete and review basic computer documents and other forms.
Be proficient in the use of the computer including exceptional typing skills.
Follow written and oral directions and instructions.
Plan and organize to ensure work is completed in accordance with regulations relating to eligibility and timeliness. Ability to review data for accuracy and completeness.
Detect and evaluate potential fraudulent situations.
Use computers and related software packages.
 

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

BACKGROUND SCREENING REQUIREMENT:
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 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.  Employees are subject to background re-screening at least every five (5) years.

ADDITIONAL NOTES:

PREFERENCE WILL BE GIVEN TO APPLICANTS WHO ARE BILINGUAL AND FLUENT IN ENGLISH AND SPANISH OR CREOLE.

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.  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.

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.