Risk and Special Projects Manager

TX-HHSC-DSHS-DFPS•Austin, TX

3d•$5,099 - $8,305•Hybrid

About The Position

The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Electronic Benefit Transfer (EBT), Program Specialist VI position within the Family Resources and Eligibility Services (FRES), Eligibility Operations Division in Lone Star Business Services (LSBS). Eligibility Operations staff are driven by their mission to connect Texans to services by helping individuals and families in need of food, medical care, cash assistance and other social services. The ideal candidate will thrive in an environment that emphasizes innovation through new ideas, striving for excellence by taking pride in your work, embracing our differences as a source of strength, accomplishing more through partnership, leading by example, and learning for continuous improvement.The successful candidate performs advanced (senior-level) consultative services and technical assistance work related to the Electronic Benefit Transfer (EBT) program. The EBT system delivers Supplemental Nutrition Assistance Program (SNAP) food benefits and Temporary Assistance for Needy Families (TANF) cash benefits to approximately 1.5 million households via a plastic card similar to a debit card. The Program Specialist VI will lead special projects initiatives for LSBS. Works collaboratively with other areas and programs within FRES, other divisions within HHSC, state and federal agencies, and with internal and external stakeholders to enhance service delivery and EBT program operations. Oversees the planning, development and monitoring of risk, contingency, business continuity, and disaster recovery activities for EBT services; and makes recommendations to management for performance improvements. Oversees disaster recovery testing to ensure successful outcomes. Assists management with development and implementation of projects and modifications related to EBT and ensures LSBS representation in Eligibility Operations, FRES and other HHSC related projects. Provides guidance and coordinates with Contract staff on the development of EBT vendor amendments, authorizations, and other contract related agreements. Develops and maintains program policies, procedures, and manuals. Responsible for documentation of program policies and prepares materials in response to program information requests and reports. Assists with oversight of compliance with program policies and procedures, statutes, and rules; and takes corrective action(s) as needed. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

Requirements

Advanced knowledge of risk, business continuity, and project management techniques and tools.
Knowledge of change management procedures and tools and ability to effectively manage change for automated systems.
Knowledge of electronic benefit transfer system or electronic service delivery systems.
Knowledge of application system testing techniques.
Ability to mentor staff in risk management.
Ability to communicate effectively, verbally and in writing.
Skill in the use of qualitative and quantitative research methods.
Ability to analyze systems and procedures.
Ability to identify and analyze complex problems, evaluate alternatives, and implement effective solutions.
Ability to test and implement changes to systems and business processes/programs.
Ability to interpret state and federal policy, rules and regulations and write or revise standards and procedures.
Ability to author technical and non-technical documents and reports, including standard operating procedures.
Ability to apply critical thinking and develop creative solutions to complex problems.
Ability to work in a team environment.
Ability to handle multiple projects simultaneously.
Ability to establish and maintain effective working relationships with others.
Ability to develop performance standards and procedures and ensure contract compliance.

Nice To Haves

Experience with an Electronic Benefit Transfer (EBT) program or similar electronic service delivery programs is preferred.
Graduation from an accredited four-year college or university is preferred. Experience and education may be substituted for one another.
Experience with risk management, change and project management, vendor contracts, continuity of operations/business continuity, and disaster recovery strategies, plans, and procedures.
Experience in analyzing complex data and solving complex problems.
Experience preparing complex reports, management plans, operational plans, and other written materials.
Experience working as a member of a team and leading others.
Experience in state and federal rules, regulations, policies, and procedures.

Responsibilities

Maintains subject matter expertise (SME) related to risk, quality, business continuity, project management and contracts for the LSBS/EBT program area. Uses independent judgment to assess EBT system and operations compliance with federal, state, and agency requirements; takes appropriate action to correct deficiencies. Develops impact analysis reports related to proposed state or federal legislation/regulation/rules.
Works with contract management teams to update agency plans for monitoring and evaluating performance of the EBT vendor and supporting systems. Develops standards for the collection, organization, preparation, documentation, and analysis of information collected related to performance monitoring of the EBT vendor and related processes.
Oversees change and risk management for LSBS regarding the EBT system and vendor services. Develops and updates change management procedures and documentation, including risk assessment and quality assurance. Uses independent judgement to evaluate proposed changes and modifications to the EBT system design or functionality, assessing risks and compliance with state and federal rules and regulations; reports findings and makes recommendations to management.
Conducts risk analysis and needs assessment of the EBT system. Identifies deficiencies and develops mitigation strategies and recommendations consistent with agency goals and objectives. Represents LSBS in supporting and responding to audits and management evaluations performed by internal and external entities.
Oversees the development and evaluation of business continuity and disaster recovery plans, procedures, and risk mitigation strategies. Develops and maintains the LSBS Continuity of Operations Plan and Business Impact Analysis designed to assist in critical planning in case of staff displacement or unforeseen disasters that disrupt normal business operations. Plans, develops, and oversees disaster recovery testing. Maintains the EBT program Disaster SNAP plan.
Works with management and staff to develop and maintain the EBT testing and quality assurance manual which includes test certification processes and procedures, test plans, and test results reporting, incorporating industry standards/best practices and state and federal guidelines to provide the procedural framework for executing quality testing. Oversees and provides guidance and training for testing conducted by LSBS staff. Evaluates test results and reports findings to management. Provides guidance and technical assistance and training to LSBS staff in the areas of risk and quality management.
Evaluates program activities to identify emerging EBT program needs and makes recommendations to LSBS management concerning the development or modification of EBT systems, procedures, standards, tools, and techniques to improve business processes and overall program effectiveness.
Leads and oversees the development and updates to operational procedure documentation, guides, manuals, and forms.
Participates in workgroups and meetings; ensures LSBS representation on projects and communicates verbally and in writing with a variety of constituencies on business and technical related topics with internal and external stakeholders.