GOVERNMENT ANALYST II - 41000175

State of Florida•Tallahassee, FL

About The Position

The Office of the Attorney General’s Office of Citizen Services is hiring a Government Analyst II to help respond to citizen complaints and inquiries and support the agency’s consumer advocacy mission. The role collects and compiles complaint data, researches issues using multiple sources, and analyzes and responds to inquiries verbally and in writing. It exercises independent judgment to assist complainants, resolve problems, route complaints, and identify matters that require management review. This is a higher-level position requiring independent work with minimal supervision and achievement of established goals and expectations. The position works Monday through Friday, 8:00 a.m. to 5:00 p.m.; regular attendance and punctuality are required. The role provides exposure to consumer issues, Lemon Law, Medicaid Fraud, identity theft, and related topics, with experience that may be valuable for promotion into other OAG positions. The position is based in the Office of the Attorney General; no specific workplace arrangement is stated.

Requirements

Seven years of professional or technical experience in areas such as training, analyzing, developing or measuring instructional training programs, teaching, curriculum development, staff development, research, program evaluation, personnel, or criminal justice; or a qualifying degree-and-experience combination.
Alternatively, a bachelor’s degree from an accredited college or university and three years of qualifying professional or technical experience.
Alternatively, a master’s degree from an accredited college or university and two years of qualifying professional or technical experience.
Alternatively, a juris doctorate or doctorate from an accredited college or university and one year of qualifying professional or technical experience.
Complete a skills assessment if invited; a passing score of 75% is required to advance to interview.
Complete the People First Applicant Profile and application in its entirety, including detailed work history, supervisor names and phone numbers, and explanations for employment gaps.
Ensure application information and responses to qualifying questions are verifiable.
Be a U.S. citizen or lawfully authorized to work in the United States.
Undergo a favorable background investigation, including fingerprinting; employees are also subject to applicable drug testing.

Nice To Haves

Excellent verbal and written communication skills, with a preference for editing experience.
Experience conducting fact-finding research and analyzing or summarizing information.
Experience in a call center or customer service environment, customer resolution, consumer complaints, or citizen advocacy.
Typing speed of at least 35 words per minute.

Responsibilities

Review written complaints and provide editing feedback related to OAG duties and current consumer and public-interest issues, including scams, fraud, complaint trends, and resources.
Assist the trainer in mentoring and training new Government Analyst I employees.
Conduct research and fact-checking using multimedia resources, consumer protection alerts and news, internet searches, OAG databases, OAG subject experts and staff, external government and consumer agencies, and informal review of Florida statutes, rules, and regulations.
Determine effective and accurate solutions to problems and questions.
Accurately route complaints within OAG jurisdiction to the appropriate sections or subject experts.
Provide prompt verbal assistance and information to complainants about their rights, responsibilities, and available resources.
Write concise and accurate summaries of verbal and written complaints, inquiries, information requests, and correspondence; document complaint data for trend analysis and public-records searches.
Compose written responses in a direct business-writing style, using consumer advocacy language when appropriate.
Use independent judgment to handle complaints through the most effective communication channel, including phone, email, postal mail, or fax.
Assist with maintaining and refining referral resources and instructions.
Maintain current knowledge of OAG priorities, section functions, Chapter 501, Florida Statutes, consumer and public-interest issues, legislative issues, scams, fraud, complaint trends, and available resources.
Understand the OAG complaint process from initiation to closure to find and share data, troubleshoot workflow issues, and support cross-training.
Recognize and document complaint patterns, trends, and surges relevant to OAG consumer protection responsibilities and Chapter 501, Florida Statutes.
Recognize and promptly handle or escalate non-consumer complaints involving urgent or potentially controversial safety, abuse, or medical issues, security concerns, or law-enforcement referrals.
Identify potential Senior Protection Team and safety-concern complaints; collect necessary complaint data or delegate research to staff.
Ensure mandatory reporting is followed and documented for concerns referred to law enforcement and the state abuse hotline; follow workflow processes to bring complaints to the attention of Senior Protection Team units and other OAG staff as appropriate.
Perform other duties as assigned.