OPS HUMAN SERVICES PROGRAM CONSULTANT I

State of Florida•Tampa, FL

About The Position

The Florida Department of Children and Families, Office of Economic Self-Sufficiency (ESS), is seeking an analytical professional to support statewide eligibility operations. This Other Personal Services (OPS) position provides operational support for eligibility case processing and helps identify, research, and resolve case actions requiring additional analysis, follow-up, or coordination. The role supports accurate and timely eligibility decisions in accordance with federal and state requirements, Department policies and procedures, and established quality and timeliness standards. The incumbent collaborates with statewide, regional, and local ESS leadership and eligibility staff to analyze case information, resolve processing barriers, and support continuous improvement in a high-volume eligibility environment. The position emphasizes resolving case actions, reducing avoidable pending work, improving accuracy, and supporting timely delivery of benefits. OPS employees may be eligible for benefits and programs under applicable state requirements and eligibility provisions. The position is located in Tampa.

Requirements

Knowledge of, or ability to learn, eligibility programs and eligibility determination processes.
Knowledge of, or ability to learn, public assistance eligibility operations.
Knowledge of, or ability to learn, case processing procedures and workflow management.
Knowledge of, or ability to learn, state and federal program requirements.
Knowledge of, or ability to learn, data analysis and operational reporting.
Knowledge of, or ability to learn, quality assurance and quality improvement principles.
Knowledge of, or ability to learn, Microsoft Office applications, including Excel, Word, Outlook, and Teams.
Knowledge of, or ability to learn, electronic case management and eligibility systems.
Knowledge of, or ability to learn, research and problem-solving techniques.
Successful completion and approval of required State and National criminal history background screening before beginning employment.
Applicants requiring a reasonable accommodation must notify the hiring authority and/or People First Service Center in advance.

Nice To Haves

Experience with Florida public assistance programs, including Medicaid, SNAP, or TANF.
Experience working within the Florida Department of Children and Families Office of Economic Self-Sufficiency.
Experience using the Florida eligibility system or other public assistance eligibility systems.
Experience reviewing eligibility cases for accuracy and compliance.
Experience identifying and resolving case processing errors.
Experience analyzing operational data or workload reports.
Experience with quality assurance, quality control, or continuous improvement activities.
Experience working with high-volume case workloads.
Advanced proficiency with Microsoft Excel and other Microsoft Office applications.

Responsibilities

Review and process eligibility case actions that require research, clarification, correction, or additional operational attention.
Analyze case information and system data to determine next steps for applications, renewals, changes, redeterminations, pending actions, transfers, and other case maintenance activities.
Research and resolve case discrepancies, system-generated alerts, eligibility errors, missing information, and other issues that may delay case disposition.
Review cases for compliance with applicable eligibility policies, procedures, federal and state requirements, and ESS operating instructions.
Research cases using Department systems, databases, reports, electronic case records, and other available resources.
Identify cases approaching or exceeding processing timeframes and escalate barriers when necessary.
Support statewide efforts to reduce pending workloads and improve timely disposition of eligibility actions.
Conduct targeted case reviews to identify recurring processing issues and potential root causes.
Provide technical assistance and clarification to eligibility staff and supervisors regarding case actions and processing requirements, as appropriate.
Coordinate with regional and statewide ESS staff to resolve complex or escalated case issues.
Develop and maintain tracking mechanisms for assigned case actions, issues, referrals, and corrective actions.
Prepare reports, spreadsheets, summaries, and other management information related to eligibility operations.
Monitor assigned workload to ensure actions are completed accurately and within established timeframes.
Identify operational barriers and recommend practical solutions to improve efficiency, accuracy, timeliness, and customer service.
Support quality improvement initiatives to reduce errors, prevent repeat findings, and improve payment and eligibility accuracy.
Assist with implementing and monitoring statewide eligibility initiatives, system changes, corrective actions, and operational directives.
Participate in workgroups, meetings, training activities, and special projects related to eligibility operations.
Maintain confidentiality and safeguard customer information in accordance with Department requirements and applicable laws, rules, and policies.
Perform other duties as assigned.