DJJ OPERATIONS SPECIALIST - 80080141

State of Florida

About The Position

The incumbent in this position will act as an information duty officer in the Department’s Central Communications Center (CCC). This person will be responsible for receiving, logging, and transmitting pertinent information from DJJ, providers, grant facility and staff regarding incidents, to the executive management team. The duties of this position will include, but may not be limited to, the following: Answer incoming calls placed to the Central Communications Center (CCC), unless already responding to a call. Obtain basic information and pertinent data and document all incoming and outgoing communications relating to the incidents. Accurately record information in the Central Communications Center Incident Reporting System, or other such databases utilized by the CCC. Notify designated officials in each branch/program area pursuant to the protocol outlined in the CCC Rule and CCC Notification Matrix. Responsible for checking the voicemail system for messages received and return all voicemail messages received pursuant to the protocol outlined in policy/rule. The voicemail shall be checked regularly, not less than one time each hour during the assigned shift. Review all incidents in the database prior to the end of the assigned shift and ensure incidents are classified in accordance with policy/rule. Prepares documents for public records and statistical data requests. Acts as a customer service liaison in assisting, answering questions and providing information to individuals throughout the state. Record and maintain pertinent information on DJJ forms and the Duty Officer Log. Perform other related duties as required.

Requirements

Knowledge of data collections for analysis.
Basic computer skills, including typing or use of keyboard-controlled data input.
Ability to organize data into logical format for presentation in reports, documents, and other written materials.
Ability to utilize problem solving techniques.
Ability to communicate effectively, both verbally and in writing.
Ability to establish and maintain effective working relationships with others and be an effective team member.
Ability to work independently without close and constant supervision.

Nice To Haves

Preference will be given to candidates who have experience working in a call center.

Responsibilities

Answer incoming calls placed to the Central Communications Center (CCC), unless already responding to a call.
Obtain basic information and pertinent data and document all incoming and outgoing communications relating to the incidents.
Accurately record information in the Central Communications Center Incident Reporting System, or other such databases utilized by the CCC.
Notify designated officials in each branch/program area pursuant to the protocol outlined in the CCC Rule and CCC Notification Matrix.
Responsible for checking the voicemail system for messages received and return all voicemail messages received pursuant to the protocol outlined in policy/rule. The voicemail shall be checked regularly, not less than one time each hour during the assigned shift.
Review all incidents in the database prior to the end of the assigned shift and ensure incidents are classified in accordance with policy/rule.
Prepares documents for public records and statistical data requests.
Acts as a customer service liaison in assisting, answering questions and providing information to individuals throughout the state.
Record and maintain pertinent information on DJJ forms and the Duty Officer Log.
Perform other related duties as required.