SWI Supervisor I/II

TX-HHSC-DSHS-DFPS • Austin, TX

1d • 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.

Statewide Intake (SWI) is a 24-hour contact center that takes reports of abuse, neglect, and exploitation for the State of Texas. The position supervises, directs, manages, and coaches a unit of intake specialists for SWI. The position monitors call center applications and works in a time-sensitive, interdependent environment. The position directs casework activities to ensure consistent and appropriate application of policies and procedures in the intake of reports received through the protective services statewide abuse hotline for reporting abuse and neglect of children; abuse, neglect, and exploitation of elderly or disabled adults; processing family violence calls and providing resources. The position interacts routinely with Texas Department of Family and Protective Services staff, representatives from various organizations, and the general public.

Requirements

• Statewide Intake Supervisor I: Must have at least two years of experience as either a DFPS intake specialist or DFPS intake supervisor with Statewide Intake or must have at least two years of experience as a supervisor for DFPS with Child Protective Services, Child Protective Investigations, Adult Protective Services, or Child Care Investigations.
• Statewide Intake Supervisor II: Two years of full-time experience as a Statewide Intake Supervisor I with DFPS, or two years of experience as an Adult Protective Services Supervisor I, a Child Protective Investigations and/or Services Supervisor I, or a Child Care Investigator Supervisor I with DFPS, plus a minimum of one year of experience as a Statewide Intake Supervisor I with DFPS.
• Career ladder certification is required to become a Statewide Intake Supervisor II.
• Knowledge of Texas laws relating to abuse, neglect, and exploitation of children, elderly and adults with disabilities.
• Knowledge of normal child development, the aging process, and family dynamics.
• Skill in applying social work principles.
• Skill in establishing and maintaining effective working relationships.
• Skill in effective verbal and written communication.
• Ability to interpret policies and procedures.
• Ability to supervise staff and organize workload among staff.
• Ability to select and evaluate information from intake records in relation to eligibility criteria.
• Ability to assist employees having problems in job placement or performance.
• Ability to provide sound advice considering client needs and safety.
• Ability to operate a personal computer and use various software packages.
• Ability to work in highly emotion-filled environment.

Nice To Haves

• Experience with Texas DFPS at Statewide Intake as an intake specialist or intake supervisor is preferred.

Responsibilities

• Manages and develops staff through review of performance data, conferences, training, and performance appraisal.
• Reviews intake calls and reports to ensure content is sufficient to assess location, risk, and degree of harm, and establish priorities and case handling.
• Provides written feedback regarding how intake workers meet performance standards in obtaining, assessing, and documenting information obtained from reporters of abuse, neglect, and exploitation. The supervisor also evaluates how intake specialists perform in terms of processing, and customer service.
• Interprets program policy and procedures to unit staff, other Department of Family and Protective Services staff, and the public.
• Directs intake activities to ensure consistent and appropriate application of policy and procedure and optimum service level to cover incoming calls.
• Prepares management reports, analyses, correspondence, and related materials to keep management informed and respond to issues.
• Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts.
• Attends work regularly in accordance with agency leave policy.
• Performs other duties as assigned, as well as duties required to maintain unit and program operations.

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, plus options to save even more with 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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees