Program Specialist IV

Texas Health & Human Services Commission•Austin, TX

4d•Onsite

About The Position

The Program Specialist IV serves as a senior technical subject matter specialist for Vital Statistics case management, including Vital Records, Issuance, Adoption, Paternity, and Amendments. Under the direction of the Team/Group Manager, the position leads a team of Customer Service Representative IVs and Vs, organizes work, and provides technical guidance with limited supervision and moderate latitude for initiative and independent judgment. The Team Lead monitors performance and compliance but does not have decision-making authority independent of the manager. The role supports the processing and issuance of vital records and related matters, including adoptions, paternities, birth and death amendments, legal name changes, disinterment permits, and verifications or certificates. It applies Texas statutes, rules, regulations, policies, and procedures; handles customer service and legislative contacts and bill analysis; and helps maintain the security of confidential records and information. The position monitors case-management operations, goals, quality assurance, performance, and compliance; identifies gaps and improvement opportunities; develops recommendations and helps implement process improvements. It also assists with policies and procedures, prepares information and reports, conducts training, develops training materials, coordinates team meetings and workgroups, and responds to customer complaints and inquiries. The position is full-time, based in Austin, Texas, is not eligible for telework, and may require travel up to 5%.

Requirements

High school graduation or GED.
At least three years of customer service experience through direct contact, business letters, email, and telephone.
Experience interpreting policies, procedures, and regulations, local, state, or federal legislation, and/or unit rules and regulations.
Relevant experience using computers and Microsoft Office software, including Word, Outlook, and Excel.
Experience working with confidential records and information.
Experience organizing workloads, setting priorities, and meeting deadlines.
Knowledge of Texas Vital Statistics laws, policies, procedures, and regulations.
Knowledge of computer software, Microsoft Office products, Windows, customer service practices, administrative procedures, and Vital Statistics security policies and procedures.
Skills in customer service, identifying performance measures or indicators, operating a computer and software, prioritizing and setting goals in a fast-paced environment, accuracy and attention to detail, and verbal and written communication.
Ability to respond to customer inquiries promptly; perform quality assurance; handle confidential records; plan, prioritize, make decisions and recommendations; assess workflow and resolve workflow issues; and communicate effectively with the public, team members, staff, and managers.
Ability to provide written and verbal instructions, work independently with minimal supervision, make decisions in fast-paced and deadline-oriented environments, and interpret Texas Vital Statistics laws, policies, procedures, and regulations.
Ability to sit and/or stand for extended periods, compose correspondence using Texas Vital Statistics terminology and standard business English, communicate clearly and diplomatically by telephone and in person, read cursive handwriting, and implement and evaluate procedures and systems while providing guidance to others.

Responsibilities

Serve as the senior technical subject matter specialist for Vital Statistics teams and lead and organize work for Customer Service Representative IVs and Vs.
Monitor, review, and evaluate performance reports, team goals, and compliance with program policies and procedures.
Interpret Texas statutes, rules, and regulations and provide guidance to staff; identify gaps and recommend or resolve issues relating to record issuances and changes.
Support processing and issuance of Vital Records, adoptions, paternities, birth and death amendments, legal name changes, disinterment permits, and verifications or certificates.
Perform complex customer service duties and coordinate work issues with other teams, Team Leads, and Managers.
Ensure security of confidential records and information in the automated electronic reporting system.
Handle legislative contacts and analyze legislative bills.
Monitor and evaluate Vital Statistics case-management operations for compliance with laws, regulations, and internal security policies and procedures, including conducting periodic audit investigations.
Analyze quality and performance reports to plan and coordinate workflow; identify operational changes and develop improvement plans and recommendations for management.
Assist in identifying goals, objectives, and guidelines and in preparing and developing policies and procedures.
Conduct training, provide guidance on current and new procedures, develop training materials, and ensure technical and administrative staff are trained for assigned processing work.
Collect, analyze, and prepare materials in response to information and report requests.
Conduct team meetings and workgroups to identify priorities and potential problem areas; participate in developing policy and procedural manuals and make recommendations to the manager.
Resolve customer complaints and respond to complaints and inquiries in a timely manner through direct contact, email, telephone, or correspondence.
Perform job planning and performance metric analysis to identify trends in the assigned work area.
Attend work regularly and predictably, perform other assigned duties, and support disaster response, recovery, or COOP activation when required.