OPERATIONS & MGMT CONSULTANT I - SES - Customer Contact Center- ESS Program

Requisition No: 862143 

Agency: Children and Families

Working Title: OPERATIONS & MGMT CONSULTANT I - SES - Customer Contact Center- ESS Program

 Pay Plan: SES

Position Number: 60023988 

Salary:  $44,015.14 annually. DCF Salary Policy will apply. 

Posting Closing Date: 10/09/2025 

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THIS IS AN INTERNAL AGENCY ADVERTISEMENT
ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.

Department of Children and Families

OPERATIONS & MGMT CONSULTANT I - SES

This posting will be used to fill a position vacancy in Selected Exempt Service (SES).
This is a full-time position.

This is an Internal Agency Opportunity for qualified candidates currently employed with the Department of Children and Families in the Economic Self-Sufficiency (ESS) program. 

This position is for the Customer Call Center- Specialized Team and can be located anywhere in the State. 

Teleworking is not an option.

The minimum salary for this position is $44,015.14 annually / $1,692.89 bi-weekly.

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

MINIMUM REQUIREMENTS:

• Four (4) years professional experience working with Department of Children and Families (DCF) ESS Program where the primary duties include eligibility determination, investigation, interviewing, counseling and SSI- Related Medicaid knowledge. A bachelor’s degree from an accredited college or university can substitute for the required work experience. 
• Minimum one year of supervisory experience  within the call center or eligibility teams in the DCF-ESS Program.
• Valid Driver's License.
• Must be able to lift 25 lbs. or more.
• Must be willing to travel.

JOB DESCRIPTION

This is a highly responsible position assigned to report directly to the Program Administrator and requires expertise in the government assistance program areas; including extensive knowledge of program concepts, Federal and State laws and regulations, and computer systems that support the government assistance programs.  Provides leadership and supervision to include compliance with program requirements/business model, and effective performance feedback.

The primary duty of the incumbent in this position is to spend most of their time engaged in the roles of eligibility determination and SSI-Related Medicaid for the customer call center. Those roles include call volume forecasting, workgroup forecasting, workgroup productivity management, workgroup auditing, call monitoring, scheduling shifts, processing leaves, leave management, reporting on these elements, reviewing call center metrics and data, quality assurance and other/special assignments as assigned.

The incumbent in this position will have the authority to hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. The incumbent in this position will be responsible for making business recommendations as appropriate in addition to evaluating direct reports against established standards and taking appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.).

DUTIES AND RESPONSIBILITIES:

• Provides direct supervision of front-line supervisors for the delivery of services to Departmental customers.

• Evaluates subordinates and their administrative units on performance and quality of service delivered to departmental customers; provides positive reinforcement along with corrective actions as necessary.
• Develops and coordinates corrective action reports for effectiveness and timelines within program policy and procedure guidelines.  
• Monitors and evaluates operational outcomes.
• Analyzes performance data.
• Recommends and initiates performance improvement strategies.
• Prepares reports and presentations.
• Assists with operational planning and service delivery.
• Uses program expertise and experience to assist with resolving difficult or high-profile clients, provider complaints, or other customer service issues.
• Performs other duties as directed.

Your People First 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.

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

DCF EMPLOYMENT DISCLOSURES

1. US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.
2. 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: http://www.sss.gov.
3. 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.
4. BACKGROUND SCREENING It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.  Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check 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 will be retained in state and national rap back program, providing real-time arrest hit notifications.   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.  
5. BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed before completing the hiring process.

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

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.