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Date: Apr 7, 2021

Location: TAMPA, FL, US, 33612

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

Requisition No: 349109 

Agency: Children and Families

Working Title: ECONOMIC SELF-SUFFICIENCY SPECIALIST I - 60055310 - ESS Program Tampa Call Center

Position Number: 60055310 

Salary:  $26,540.00 annual salary 

Posting Closing Date: 04/20/2021 

This is an OPEN COMPETITIVE opportunity.





 *The information must be disclosed on the People First Candidate Profile even if you are attaching a resume*

Applicants must meet the minimum requirements to be hired for this position.




Salary: $26,540 annual ($1,020.79 Bi-Weekly)


Families in need and in crisis require time sensitive actions from strong, compassionate individuals who are dedicated to assisting the vulnerable and promoting strong self-sufficient families. This demanding and challenging career could be your opportunity to help those in need make a better life for themselves and their families.  


We are looking for people who are organized, who can multi-task, possess good keyboard skills, can learn complex rules and apply them to casework, and are able to thrive in a high-pressure, fast-paced environment. Every minute and every case processed count for those who are hungry, caring for others, in need of assistance to provide shelter for loved ones, or just need a helping hand, and your career choice could make a critical difference.


Call Center agents assist incoming callers utilizing multiple computer systems to answer customer inquiries, review case records for accuracy, process changes in customer’s household situation, and make resource referrals. This position does not require face to face contact with clients. This work makes a tremendous and often unseen impact on countless lives. If you are interested in making a difference, please join our TEAM!


This is an open competitive Career Service (CS) position. See general terms of CS employment on the Dept. of Management Services webpage here. For more information regarding the various benefit options available to the CS employee category, visit the My Benefits webpage.

This is a full-time position, working 40 hours per week, initial shift assignment will be based on agency need and could range from 7:00 AM - 6:00 PM Monday thru Friday. Hours may vary due to operation needs. Some nights, weekends and holidays may be required.

The bi-weekly salary minimum is $1,020.79.



  • Associate degree, OR 60 semester or 90 quarter hours of college required; OR work experience can be substituted on a year-for-year basis for the required education, such as: interviewing, recruiting, investigating, processing claims, billing or collections, checking credit, processing insurance policies, determining eligibility or providing customer service.



  • People First Candidate Profile (online application) should be up to date and complete in order to receive full consideration. (EXPLAIN GAPS IN EMPLOYMENT AND PROVIDE ALL FORMER EMPLOYERS' CONTACT INFORMATION).
  • Ability to speak/read/write fluently in Spanish/Creole/French or other foreign language may be considered in the selection process as determined by need.
  • Prior to interview, eligible applicants may be contacted to schedule a pre-interview assessment or work sample. A passing score must be obtained to qualify for an interview.
  • Training Schedule:
    • Hired applicants spend approximately 6 to 8 weeks in paid classroom training (training may be delivered as virtual computer training, i.e. distance learning). A passing score must be achieved on each Eligibility Exam administered to continue employment.
    • Attendance is mandatory during preservice training period.
  • Upon satisfactory completion of training period and/or probationary period (first 12 months of employment), candidates may be allowed to telecommute (work from home).



The primary function of an Economic Self-Sufficiency Specialist I involve determining the eligibility of applicants and recipients for public assistance programs. The work performed includes processing data from electronic sources and entering information into a computer-based eligibility system under very time sensitive agency and legal requirements. Cell center staff are expected to handle a high volume of work which is deadline driven. Call Center staff must be able to prioritize, plan and project their work, while at the same time remaining flexible to frequent changes in the program policy and/or computer-based systems.

Typical duties include:

• Interviewing applicants to obtain and verify information needed to determine eligibility for Food Assistance, Medicaid, and Cash Assistance.

• Learning numerous state and federal program regulations, through intensive training prior to full case assignment and then ongoing training thereafter. This work is driven by ongoing reliance on regulations.

• Instructing clients in completion of various forms, and reviewing the applications and forms submitted for completeness and consistency.

• Determining program eligibility in accordance with current regulations using the computer-based eligibility system.

• Researching information provided by an applicant until satisfactory explanations regarding eligibility status is confirmed.

• Reporting cases where identity theft or fraud is suspected.

• Advising clients of deadlines, time frames, and necessary actions to be taken.

• Working with clients who may not take the necessary actions within the required time frame.

• Establishing and maintaining multiple electronic files and conducting regular reviews and updates.

• Documenting all communications and contacts with clients.

• Planning and organizing a large computer caseload, ensuring that accuracy levels are maintained, and cases are processed within the specified time frames set by federal and state regulations.

• Computing and authorizing grant amounts based on financial and family status. Reviewing and explaining public assistance amounts to clients and authorizing payment of monthly benefits.

• Keeping up to date on changes in rules, laws, procedures, etc. that affect processing timeliness.



• Apply the policies, procedures, and programs governing the agency.

• Apply the laws, rules, and regulations governing eligibility and grant determination for multiple public assistance programs and the case administration of these programs.

• Communicate with others to obtain and verify information concerning eligibility.

• Detect and evaluate potential fraudulent situations.

• Analyze and interpret written, numerical, and verbal data from various sources.

• Enter data accurately into a computerized system.

• Navigate through computer screens, complete and review basic computer documents and other forms.

• Plan and organize caseload to ensure work is completed in accordance with regulations relating to eligibility and timeliness.

• Read, understand, apply complicated and detailed regulations, and policy directives.

• Perform a variety of mathematical computations accurately and rapidly.

• Prepare, clear, concise and accurate records and reports.

• Establish and maintain cooperative working relationships with the public and staff.

• Use computers and related software packages.

• Follow written and oral directions and instructions.


In addition to career-specific skills, the following basic skills are required:

• Problem-solving & decision-making

• A positive attitude

• Independence & initiative

• A strong work ethic

• Computer literacy

• Self-presentation



Learning Actively pursues learning and development opportunities. Uses effective and efficient learning techniques to acquire and apply new knowledge and skills. Works with new material or information to grasp its implications.

Active Listening Receives and interprets verbal messages and other cues such as tone or body language in ways that are appropriate to situations. Listens to what other people are saying and asks questions as appropriate.

 Oral Communication

Expresses information verbally to others; ability to effectively convey ideas and thoughts; ability to understand your audience while conveying information.

Reading Comprehension

Understands written sentences and paragraphs in work related documents.

Written Communication

Uses correct English, grammar, punctuation, and spelling to communicate thoughts, ideas, information and messages in writing. Can write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.


Thorough in work assignments and conscientious about making sure of correctness. Self-Management Performs work autonomously; sets high performance standards and well-defined, realistic personal goals. Displays a high level of initiative, effort, and commitment towards performing work. Establishes priorities and successfully multi-tasks.


Handles day-to-day work challenges with confidence, steps forward to address difficult issues.

Stress Management

Maintains composure and performs effectively under stressful conditions. Deals calmly and effectively with high stress situations.

Compassion and Sensitivity

Understands the suffering of others and wants to do something about it. Always treats others with respect.

Service Orientation

Actively uses needs assessment techniques and looks for ways to help others by providing good customer and personal services.


Adjusts actions in relation to others' actions and the needs of the business.

Team Player

Quickly finds common ground and solves problems for the good of all; represents his/her own interests and yet exhibits fairness to other groups; solves problems with peers with a minimum of noise; is seen as cooperative.



The Department of Children and Families is a tobacco free environment.

US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.

SELECTIVE SERVICE SYSTEM REGISTRATION All selected 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). Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website:

RETIREE NOTICE 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 required to repay all benefits received depending upon the date of your retirement.

BACKGROUND SCREENING 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, also 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.

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process.



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. 

Nearest Major Market: Tampa