Date:  Sep 19, 2023


The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website.

Requisition No: 812544 

Agency: Children and Families


Position Number: 60000902 

Salary:  $ 65,000 - $75,000 

Posting Closing Date: 09/27/2023 


Department of Children and Families

Open Competitive


This is a vacancy to fill a selected exempt service position.

This is a full-time position and will not be a telework position.

The selected candidate will be required to work from DCF Headquarters Mon-Fri, 8-5.

Current employees will be compensated in accordance with the DCF salary policy.

Salary: $ 65,000 - $75,000


What you will do:

This is a highly-organized, forward-thinking and professional position reporting to the Enterprise Support Office Director in the Office of the Chief of Staff. This position functions as a Senior Enterpise Support Manager overseeing the Document Production System (DPS) Team and the Client Relations Triage Team. This position also assists the Director with ensuring special projects assigned by the executive team are completed within scope and on time. This is achieved by maintaining accurate and up-to-date project documentation, including project plans, schedules, meeting minutes, and other relevant records.

Ensure the DPS Team succesfully manages the daily operations and flow of documents routing in the Document Production System for executive review or approval.

Ensure the Client Relations Triage Team handles all escalated issues to Head Quarters (phone calls and written correspondence) in a timely and professional manor. The team strives to handle all issues with a high level of empathy and respect by defusing hostile situations and quickly identifying issue 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 clients.

This is professional work supervising and directing employees. The primary duty of the incumbent in this position is to spend the majority of their time communicating with, motivating, training and evaluating employees, planning and directing their work; and having the authority to effectively recommend actions such as: hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports.  Evaluates employees against established standards and takes appropriate actions when necessary (i.e. recognition, reward, corrective action, etc.). Duties for this position include, but are not limited to:


  • Independently supervising one manger of the Client Relations Triage Team, a team tasked with processing customer concerns, complaints, service requests, information received from the Executive Office of the Governor, the Department’s Office of the Secretary or other Department executive leaders, legislative staff, or other sources of escalated client issues received from internal/external sources.
  • Indepdently supervising the Document Production System Team, a team tasked with managing the DPS system that is used to route documents for executive review or approval.
  • Using project amangement tools and methodologies to ensure projects are delivered within scope
  • Routine monitoring of staff productivity within the DCF Inquiries system.
  • Conducting quality reviews of customer inquiries within the DCF Inquiries system to assess the quality and accuracy of assistance provided to customers and captured in the system.
  • Determining if staff workload is congruent with overall inquiry processing and resolution time.
  • Randomly monitoring customer service provided via phone calls to identify areas of excellence and opportunities for improvement.
  • Providing staff with regular constructive feedback when an opportunity for improvement is identified.
  • Providing staff with a monthly summary of their productivity including quality indicators.
  • Providing staff additional assistance with processing inquiries in the DCF Inquiries database.
  • Tracking employee attendance, training completion, and reviewing/approving timesheets.
  • Addressing human resource related issues, as needed.
  • Maintaining a high level of quality internal/external customer service and discretion.
  • Appropriately escalating issues to upper management.
  • Acquiring and maintaining sufficient knowledge of Department programs to effectively collaborate, analyze responses, and produce quality communications.
  • Performing other duties as assigned.


Minimum Qualifications:

  • At least 4 years of supervisory experience.
  • At least 2 years of project management experience
  • Demonstrated ability to successfully manage competing priorities.
  • Experience analyzing quantitative or qualitative data to identify areas of excellence and opportunities for improvement


Preferred Qualifications:

  • At least 4 years of management experience
  • Experience in social services that demonstrates expert knowledge of the Department’s programs.
  • At least 2 years of project management experience
  • Experience completing quality reviews on team performance or customer service.
  • Prior experience monitoring customer service phone calls.
  • Bilingual (Fluent in English and Spanish or Creole)


Knowledge, Skills, and Abilities:

  • Knowledge of Department programs and related services.
  • Exceptional knowledge of program/project management.
  • Exceptional analytical and critical thinking skills.
  • Knowledge and understanding of Microsoft Office Suite.
  • Excellent leadership, interpersonal, and communication skills.
  • Adaptability and flexibility to manage changing project requirements.
  • Ability to work collaboratively in a fast-paced, cross-functional environment.
  • Strong oral and written communication skills.
  • Very good presentation, team building and leadership skills.
  • Integrity, Communication, Respect, Excellence, Accountability, Teamwork, Empowerment
  • Highly organized, self-motivated, flexible, and responsive.


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.   


Additional Information/Requirements  

  • This position may require night, weekend, and holiday work. It has also been designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.
  • Incumbents may be exposed to possible hazardous conditions in the field.


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:

  • No state income tax for residents of Florida;
  • 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 click;

  • Flexible Spending Accounts;
  • Tuition waivers;
  • And more!


For a more complete list of benefits, visit


Growth Opportunities:

With 12,000 employees across the state DCF promotes opportunities and training for all.  Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.


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.


Vision:  We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.


Values:  A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve. 


To learn more please visit


  • 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:


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 also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, 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.


The State of Florida is an Equal Opportunity/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.  Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or the People First Service Center at 1-877-562-7287.  Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.


Pursuant to Chapter 295, F.S., veterans and veterans’ preference eligible persons may receive preference in employment and are encouraged to apply.  For applicants claiming Veterans' Preference, please attach your supporting documentation when you apply for a vacancy.  Applicants may also fax their supporting documentation to People First at 1-888-403-2110 by the closing date of the advertisement.

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. 


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.

Nearest Major Market: Tallahassee