OPS Economic Self Sufficiency Specialist I (Call Center)

How an OPS Economic Self Sufficiency Specialist (Call Center) Will Make a Difference:

This position does not require face-to-face contact with clients. Families in need and in crisis require time sensitive actions from strong, compassionate individuals who are dedicated to assisting the vulnerable and promoting strong self-sufficient families. This demanding and challenging career could be your opportunity to help those in need make a better life for themselves and their families. Every minute and every case processed count for those who are hungry, caring for others, in need of assistance to provide shelter for loved ones, or just need a helping hand, and your career choice could make a critical difference. This career does not require face to face contact with clients. However, it makes a tremendous impact on countless lives. If you are interested in making a difference, please join our TEAM!

What is OPS employment?
OPS employment is a temporary employer/employee relationship used for accomplishing short term or intermittent tasks. OPS employees are at-will employees and are subject to actions such as pay changes, changes to work assignment, and terminations at the pleasure of the agency head or designee. OPS employees do not serve probationary periods or become permanent in their positions because they serve at the pleasure of the agency head.

Growth Opportunities:
With 12,000 employees across the state DCF promotes opportunities and training for all. Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.

Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck. The State’s total compensation package for Other Personal Services (OPS) employees features a highly competitive set of employee benefits including:

• No state income tax for residents of Florida
• State Group Insurance coverage options (for OPS employees who are reasonably expected to work 30 hours or more per week on average), including health, life, dental, vision, and other supplemental insurance options
• Savings & Spending Accounts
• 401 (a) FICA Alternative Plan administered through VALIC
• For a more complete list of benefits, visit mybenefits.myflorida.com

Minimum Qualifications:

• Associate degree, OR 60 semester or 90 quarter hours of college required. (When applying please attach required education, certification, or licensure). Work experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies or determining eligibility, can be substituted on a year-for-year basis for the required education.
• Ability to attend an 8 - 12 week mandatory training course that could be scheduled during day, weekend, and evening hours.
• This position will require night, weekend, and holiday work. It has also been designated as an essential position.  Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

Specific Responsibilities:

The primary function of this position is providing support services related to public assistance eligibility in a call center setting. The work performed includes processing a broad range of eligibility activities and entering information into a computer-based eligibility system with very time sensitive Federal, State, Agency, and Legal deadlines. The Economic Self Sufficiency Specialist I (ESSI-Call Center) is expected to handle a high volume of work which is deadline driven; the ESSI must be able to prioritize and plan work assignments while being flexible to change priorities with little notice. The typical duties include:

• Answers general inquiry and complex eligibility questions related to program requirements, application processing, case status, and benefit information; follows established procedures to escalate complex case corrections to ensure resolution.
• Processes a variety of eligibility related work activities including reported changes, data exchange, alerts, ASEC drivers, and case corrections including actions to supplement benefits (auxiliaries) within designated time frames as required by Federal and State laws, and Department policy and procedures. Educates customers on the benefit and features of my ACCESS Account including account set-up and password resets.
• Resolves Electronic Benefit Transfer (EBT) ACCESS card issues which includes personal identification number (PIN) unlocks. Conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all public assistance programs.
• Requests all additional information/verification required to establish or continue eligibility for public assistance programs according to Department procedures. Ensures electronic case records are documented thoroughly and properly as required by Department procedures.
• Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews. Assists customers with referrals to other agencies and community resources.