GOVERNMENT OPERATIONS CONSULTANT II - 60040281

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

The Florida Department of Children and Families is hiring a Government Operations Consultant II for its Enterprise Support Office Triage Team at the agency’s Tallahassee headquarters. The Enterprise Support Office serves as a gateway to the Department’s program offices, resolving customer issues escalated to Headquarters in a timely, accurate, compassionate, and respectful manner. The position provides Headquarters-level responses to sensitive customer issues and requires knowledge of health and human services systems, strong customer service, and the ability to de-escalate hostile situations and identify resolutions to conflicts.

The incumbent assesses and resolves customer issues in accordance with applicable statutes, administrative code, and operating procedures. The work involves handling time-sensitive matters, navigating available systems, and working independently as well as collaboratively. The incumbent must be flexible and assist across the office as needed, including answering incoming public calls and initiating outgoing calls and emails to internal and external customers. This is a full-time position, Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

• Current employment with the Florida Department of Children and Families.
• At least 2 years of experience in social services.
• At least 2 years of customer service experience.
• Knowledge of and ability to apply the policies, procedures, laws, and programs governing the agency.
• Ability to prepare clear, concise, and accurate records and documentation.
• Ability to communicate tactfully, courteously, and effectively with the public.
• Ability to use active listening, de-escalation, and conflict-resolution skills.
• Ability to speak clearly and correctly and obtain and verify information about Department programs.
• Ability to analyze and interpret written information from various sources.
• Attention to detail and ability to enter data accurately into a computerized system.
• Ability to navigate computer screens and complete and review basic computer documents and forms.
• Computer proficiency, including exceptional typing skills, and ability to use related software packages.
• Ability to follow written and oral directions and instructions.
• Ability to plan and organize work to meet regulatory eligibility and timeliness requirements and review data for accuracy and completeness.
• Ability to detect and evaluate potential fraudulent situations.
• Successful completion and approval of required State and National criminal-history background screening before beginning employment; employees are subject to rescreening at least every five years.

Nice To Haves

• Knowledge of the Department of Children and Families DCF Inquiries database.
• Bilingual proficiency in English and Spanish or Creole; preference is given to applicants fluent in English and Spanish or Creole.
• Prior experience working in a call center environment.

Responsibilities

• Assess customer issues by phone, gather information, and document inquiries in a system of record while speaking with the customer.
• Triage and respond to customer issues received at Headquarters by email, phone, or walk-in, ensuring responses are complete, accurate, timely, and respectful.
• Resolve most issues through one-touch service; route issues to appropriate program areas, Service Centers, or Community Partners; escalate complex matters to appropriate team members; and provide referrals to community service agencies or Department programs when appropriate.
• Provide high-quality written and verbal communications to customers and stakeholders, making information understandable and actionable and fully addressing requests or concerns.
• Advise management of elevated issues.
• Maintain sufficient knowledge of program-area systems to collaborate effectively, analyze responses, and prepare quality communications.
• Complete specialized reviews and/or responses concerning communications from high-profile offices to the public.
• Collaborate with teammates to develop solutions to customer issues.
• Accept incoming customer calls and initiate outgoing phone calls and emails to internal and external customers as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed