Manager IV- Office of Consumer Affairs

TX-HHSC-DSHS-DFPS • Austin, TX

4d • $5,798 - $9,508 • Hybrid

About The Position

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals. This role performs highly complex (senior-level) managerial work administering the daily operations and activities of an agency’s business function, division, or department involving establishing goals and objectives; developing guidelines, procedures, and policies; developing schedules, priorities, and standards for achieving established goals; coordinating and evaluating business function, division, or department activities; developing and evaluating budget requests; and monitoring budget expenditures. Works under limited supervision, with moderate latitude for the use of initiative and independent judgment.

Requirements

• Graduation from an accredited four-year college or university.
• Five years full-time experience within the Office of Consumer Affairs to include consultative, supervisory, managerial, professional or technical work which must include: development and/or management of staff, analysis of complex work problems having an administrative aspect and interpretation of complex written material; or planning, organizing, and coordinating requirements in handling complaints and legislative inquiries where a wide range of demands are involved, including interpretation of complex written material or DFPS experience; or measurement and management of OCA services using qualitative and quantitative performance data.
• Knowledge of local, state, and federal laws and regulations relevant to a business function, division, or department; and the principles and practices of public administration and management.
• Knowledge of the relevant federal and state rules and regulations; contract monitoring; and statistical concepts, methods, and models.
• Knowledge of Department of Family and Protective Services policy and procedure; case management principals, standards and methods; complaint resolution techniques and best practices; local, state and federal laws and regulations related to abuse, neglect and exploitation of the elderly and adults with a disability; crisis intervention as well as abuse and neglect of children; public administration and management techniques; statistical analysis processes; budget processes; research techniques; and training techniques.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems; and the use of a computer and applicable software.
• Ability to maintain the security and integrity of the infrastructure per Governor Abbot Executive Order GA-48.
• Ability to manage business function, division, or department activities; to establish goals and objectives; to devise solutions to administrative problems; to develop and evaluate administrative policies and procedures; to prepare reports; to communicate effectively; and to supervise the work of others.
• Ability to identify problems, evaluate alternatives, and implement effective solutions; to maintain effective working relationships; and to communicate effectively.
• Ability to prepare presentations or talking points for executive and division leadership and staff to be used in legislative sessions, conferences, or legislative hearings.
• Ability to present information and represent the program at meetings, conferences and other events.
• Ability to oversee and/or supervise the work of others.
• Ability to interpret and apply DFPS OCA policies and procedures.
• Ability to document client complaints accurately and completely.
• Ability to communicate effectively, either orally or in writing.
• Ability to analyze highly complex information and/or situations.
• Ability to communicate effectively with peers and to provide guidance and recommendations to peers regarding complaint management issues.
• Ability to gather, assemble, correlate, and analyze factors; establish goals and objectives, devise solutions to administrative programs; and to plan and assign the work of others.

Responsibilities

• Oversee the implementation of changes resulting from new legislation.
• Plan, develop and implement special projects, legislative requirements and other initiatives associated with OCA program legislation, strategy, and goals.
• Develops and updates the policies and manages OCA policy handbook development and update based on legislation.
• Monitors and analyzes new state and federal legislation affecting OCA practices, interpreting statutory requirements and guiding the development of implementation plans that ensure timely compliance across all DFPS program areas.
• Leads cross-divisional workgroups to coordinate policy revisions, system updates, and staff training in response to legislative changes, ensuring consistent application of new laws and alignment with the agency’s operational and safety standards.
• Oversee special investigations, program analyses, research studies, and internal audits.
• Plan and assign staff projects and assignments, monitor project deadlines and ensure deliverables are available at expected project completion dates.
• Facilitate the development and completion of studies, analyses, assessments and evaluations of program initiatives and activities, and develop written findings and recommendations for program improvement.
• Provides guidance, subject matter expertise, and recommendations for strategies for effective program management and improvement through one on one or group meetings.
• Provides guidance and direction to employees to encourage compliance with implementation of solutions during conferences and unit meetings.
• Confer with executive management to develop strategic plans and long- and short-term goals for the department.
• Oversee the analysis of data and information from various agency program resources and stakeholders to contribute information for shaping OCA program long- and short-term goals, strategic objectives and priorities.
• Establishes OCA program goals and objectives and in developing program and administrative guidelines, procedures, and policies.
• Manage the preparation, development, review, revision, and implementation of legislation.
• Conducts comprehensive legislative bill analysis for OCA, including reviewing proposed legislation, preparing summaries and impact assessments, and supporting the development and implementation of legislative and policy changes.
• Manages the establishment of OCA program goals and objectives while overseeing the development and implementation of comprehensive program frameworks, administrative guidelines, procedures, and policies in alignment with organizational standards and regulatory requirements.
• Provides subject matter expertise regarding agency policy and procedures relating to OCA, upon review of new legislation, through one-on-one meetings, group meetings, or through other means of communication such as email.
• Review and approve documents and reports developed by employees to ensure professional quality and appearance, appropriate content, consistency, and responsiveness.
• Reviews and approves reports, policy drafts, and compliance summaries prepared by staff to ensure all materials are accurate, well-organized, and meet DFPS standards for clarity, tone, and professionalism before submission to executive leadership or external partners.
• Evaluates the content of analytical reports, legislative responses, and data summaries to confirm they effectively address assigned objectives, reflect sound analysis, and are consistent with agency policies, strategic goals, and priorities.
• Provides detailed feedback and editorial guidance to staff to strengthen document quality, ensuring that all written products demonstrate precision, consistency, and responsiveness to internal leadership requests and legislative or public information inquiries.
• Plan and develop a budget for a business function, division, or department.
• Oversees and coordinates with peers to plan, develop, and implement meetings, conferences, and other business functions, including developing and managing associated budgets to ensure effective use of resources and alignment with organizational priorities.
• Coordinates with outside entities to determine processes and cost for business functions created by OCA.
• Manages day-to-day activities within a business function(s), division(s), or department(s).
• Directly supervises Office of Consumer Affairs (OCA) and communicates with employees.
• Manage the day-to-day operations for employees assigned to them, such as ensuring staff are managing their own time and leave, managing travel, and other administrative duties.
• Ensures employees assigned to them complete required job duties.
• Manages staff development plans and activities.
• Oversees the creation and implementation of individualized staff development plans that align employee growth opportunities with organizational goals, ensuring staff possess the knowledge and skills necessary to support child safety and compliance initiatives.
• Identifies training needs through performance evaluations, workload assessments, and feedback sessions, coordinating targeted learning opportunities such as workshops, mentoring, and cross-divisional collaboration to strengthen professional competency.
• Establishes goals and objectives; develops and approves schedules, priorities, and standards for achieving goals; and manages evaluation activities.
• Determines and manages the practice of evaluation for program improvements by developing the criteria for specific job duties, and teaching the information to employees.
• Plans, leads, and organizes initiatives to achieve tasks, complete projects, and meet program deadlines.
• Develops monitoring plans for achieving established goals by assigning, setting priorities for tasks and activities, and monitoring and reporting on the progress.
• Defines project scope and scheduling while focusing on regular and timely deliverables.
• Organizes and leads project status and working meetings; prepares progress reports; manages project risks and issues; corrects deviations from plans; and performs delivery planning for assigned tasks.
• Attends project meetings, prepares status reports (including action plans) for OCA management and leadership detailing deliverables and results.
• Develops and implements techniques for evaluating business function(s), division(s), or department(s) activities.
• Develop project monitoring tools, communication plans and performance measures to ensure OCA milestones and deadlines are met.
• Develops and implements techniques for working with employees, which includes review of completed work, conferences, and unit meetings.
• Develops and implements guides, assessments, and tools to evaluate OCA related job duties, as well as regional and state office policies and procedures.
• Reviews assessments and evaluations completed by employees to ensure compliance and standards.
• Evaluates budget requests, monitors budget expenditures, and adjusts as necessary.
• Develops requests for items necessary for maintenance of OCAS job duties.
• Evaluates the need for items requested for the development and maintenance of OCA job duties.
• Monitors travel and overtime budgets to ensure compliance with program, division, and agency guidelines.
• Provides input in the development of new policies and procedures, and monitors compliance with policies and procedures.
• Consult with regional program management and staff, state office program and policy staff, DFPS contracting staff, external public and private stakeholders, consumers of agency program services, volunteers, advocacy organizations, other social service providers and external entities to provide guidance and technical assistance designed to improve program outcomes and resolve program complaints submitted to OCA.
• Oversee reviews of input from agency programs regarding case-specific complaints, legislative inquiries, program policies and procedures, and applicable statutes to ensure program compliance.
• Directs data-driven, research-based projects to improve program policies.
• Oversee review, approval and release of new and updated OCA policies and rules.
• Provides technical expertise and guidance regarding questions related to the business function, division, or department.
• Provide consultation and guidance regarding the technical planning, development, implementation, and monitoring of program projects.
• Provide technical expertise regarding the administration of substantiated agency OCA program complaints.
• Oversee and approves final appeals within DFPS for individuals identified as Designated Perpetrators beyond the Administrative Review of Investigation Findings (ARIF) process for Child Protective Services (CPS).
• Identifies areas of needed change and makes recommendations to improve operations.
• Develop programmatic monitoring tools and performance measures to ensure timely, appropriate implementation of program changes and requirements.
• Provide consultative services to stakeholders by analyzing program strategies and OCA complaint data, identifying areas for improvement and gaps in services, and recommending improvements.
• Identify program, policy, knowledge and procedural gaps and inconsistencies, and provide recommendations to agency programs for corrective measures.
• Prepares management and productivity reports.
• Manage the completion of specialized management reports and projects, and issues papers regarding the implementation of legislative mandates and other agency requirements affecting OCA policies and processes.
• Manages the compilation of data and analyses, and provides feedback and consultation to regional staff to enhance the agency's ability to conduct accurate assessments.
• Prepares monthly reports and inputs information using data technology developed for the OCA program.
• Provides professional oversight and guidance to other occupations or support staff, including management-level staff, to ensure compliance with and adherence to regulatory standards and established procedures.
• Oversee case assessments, identifies systemic case management issues of non-compliance with statutes, policies, rules or guidelines and develops analysis of program trends and areas for improvement with agency regional and state office leadership.
• Serve as an OCA program subject matter expert and offers consultation and technical assistance to agency staff and internal and external stakeholders to foster effective OCA program service delivery.
• Provide guidance to other agencies, state and national level service providers, and other stakeholders to ensure coordination, quality, efficiency, and effectiveness of OCA programs and services.
• Hires, manages, and provides guidance and professional development for OCA staff.
• Provides direct reports with work assignments, clear direction and information on responsibilities and work performance expectations.
• Develops work performance plans and conducts performance evaluations at least annually.
• Oversees the development and advancement of OCA staff through training and effective use of employee development plans.
• Manages employee time and leave responsibilities, and carries out other related human resources activities with program staff.
• Provides leadership to employees using a performance management strategy and development process to provide an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
• Leads employees to meet the organization's expectations for productivity, quality, and goal accomplishment by example, in conferences, and in meetings.
• Performs related work as assigned.

Benefits

• 100% paid health insurance for you, and 50% paid for eligible family members
• Retirement plans with lifetime monthly payments after five years of state service
• 401(k) and 457 plans
• Paid vacation, holidays, and sick leave
• Optional dental, vision, and life insurance
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment
• Public Service Loan Forgiveness

What This Job Offers

• Job Type: Full-time
• Career Level: Manager