OPERATIONS & MGMT CONSULTANT I - SES - 60049662

State of Florida•Miami, FL

About The Position

Develop and Coordinate - Develop and coordinate corrective action reports for effectiveness and timelines within program policy and procedure guidelines. These areas may include, but are not limited to, client surveys, quantitative statistics, community outreach, and provider liaison activities. Supervision - Supervises all direct reports (Economic Self-Sufficiency Specialist Supervisors) who are responsible for the delivery of services to departmental clients. Evaluates subordinates and the Administrative Unit on performance and quality of service delivery to departmental clients. Provides positive reinforcement along with corrective actions as necessary. Analysis and Monitoring - Recommend and initiate quality improvement strategies and quality control. Works with staff to identify error trends. Acts as a facilitator for quality improvement efforts. Analyzes data from all levels of monitoring including qualitative and quantitative data. Prepares reports and presentations. Monitors and evaluates operational outcomes. Assists with operational planning and service delivery. Issue Resolution - Uses program expertise and experience to assist with resolving difficult or high-profile clients, provider complaints, or other customer service issues. May involve preparing reports, letters or liaison activities with the ESS Program Office, Client Relations Coordinator, legislators, etc. Collaborates with others to determine appropriate action. Reports the action taken to the appropriate office. Communication - Establishes and maintains effective working relationships with upper-level managers, program office, direct reports, peers, and community service partners and organizations in the service area. Ensures effective communication with the deaf and hard of hearing community (Department’s customers and companions) in accordance with the ADA and or section 504; manage service records and reports data, resources, and or training needs to their designated program point of contact. Provides support and participates in committees, work groups, and community activities as directed by the Program Administrator. Performs other duties as directed.

Requirements

Knowledge of the methods of data collection and analysis
Basic management principles and practices
Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of operational and management practices
Ability to organize data into logical format for presentation in reports, documents and other written materials
Ability to conduct fact-finding research
Ability to utilize problem-solving techniques
Ability to understand and apply applicable rules, regulations, policies and procedures relating to operational and management analysis activities
Ability to plan, organize and coordinate work assignments
Ability to communicate effectively
Ability to establish and maintain effective working relationships with others
Proficiency in Microsoft Office Word, Excel and PowerPoint and all ACCESS Florida systems: Analytics, Document Imaging, FMMIS, Florida Shots, FLORIDA System, Worker Portal
3 years of experience determining eligibility in Florida public assistance programs within the last 5 years.
Supervisory experience in the ESS Program required.

Responsibilities

Develop and coordinate corrective action reports for effectiveness and timelines within program policy and procedure guidelines.
Supervises all direct reports (Economic Self-Sufficiency Specialist Supervisors) who are responsible for the delivery of services to departmental clients.
Evaluates subordinates and the Administrative Unit on performance and quality of service delivery to departmental clients.
Recommends and initiates quality improvement strategies and quality control.
Analyzes data from all levels of monitoring including qualitative and quantitative data.
Prepares reports and presentations.
Monitors and evaluates operational outcomes.
Assists with operational planning and service delivery.
Assists with resolving difficult or high-profile clients, provider complaints, or other customer service issues.
Establishes and maintains effective working relationships with upper-level managers, program office, direct reports, peers, and community service partners and organizations in the service area.
Provides support and participates in committees, work groups, and community activities as directed by the Program Administrator.
Performs other duties as directed.