Requisition No: 32005 

Agency: Children and Families


Position Number: 60020117 

Salary:  $28,093.00 

Posting Closing Date: 03/16/2018 

This is a professional position primarily responsible for the supervision of a call center unit that is responsible for providing support services for public assistance programs.  The primary duty of the incumbent is to spend the majority of time communicating with, motivating, training, and evaluating employees, planning and directing employee’s work assignments, and having the authority to recommend personnel actions.  The incumbent must have detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining public assistance eligibility, monitoring, and measuring performance.  


SUPERVISION:  Supervises Call Agents, clerical, and public assistance eligibility staff using the Department’s computer systems.  Ensures all customer inquiries and eligibility activities (example: changes, ASEC drivers, and case corrections) are processed accurately, timely and in accordance with rules, regulations, policies, and procedures.  Develops and uses tracking systems to monitor activities and ensure staff complete assignments to deliver customer service and to meet required performance indicators. Plans and prioritizes the unit’s work-load, work-flow, deadlines, and work objectives to meet process measurements and performance targets.


MONITORING AND QUALITY REVIEW:  Reviews and analyzes case records in accordance with the Quality Management System Plan and operating procedures.  Discusses case reviews with staff and uses the case reading process as a positive learning and individual development experience. Ensures all cases are corrected timely and accurately. Develops performance and planning initiatives and corrective action plans as needed.


ADMINISTRATIVE: Resolves issues from internal and external customers.  Evaluates and analyzes performance data, and completes associated reports. Participates in the planning and presentation of performance reviews, and participates in operational planning. Ensures that personnel, fiscal, and administrative rules, regulations, processes, and operating procedures are followed. Completes all personnel related activities.

TRAINING/POLICY: Provides necessary training to employees in a manner that is effective and efficient. Reviews, interprets, and coordinates the implementation of policy, procedures, directives, and ensures staff receive necessary technical assistance to be successful.


EMPLOYEE DEVELOPMENT/INDIVIDUAL CONFERENCES/STAFF MEETINGS: Effectively communicates with employees to discuss accomplishments and opportunities (areas needing improvement).  Completes monthly documented performance conferences with employees, and completes performance appraisals according to the Department’s policies and procedures.  Develops and monitors individual and unit improvement plans for effectiveness.  

Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.


Performs special work assignments and other related work/duties as required or assigned.


Ensures effective communication with the deaf and hard of hearing community (Department’s customers and companions) in accordance with the ADA and or section 504; manage service records and reports data, resources, and or training needs to their designated program point of contact.


Knowledge, skills and abilities including utilization of equipment, required for the position:


•Knowledge of social services program objectives and operation procedures; interviewing techniques; methods of compiling, organizing and analyzing data; applicable mainframe systems and software applications; arithmetic.

•Skill in operating a personal computer.

 •Ability to supervise people; coordinate the operations and activities of a unit or office; interpret and apply complex information concerning policies and procedures related to social services eligibility; develop and deliver public presentations; investigate complaints; compose complex documents and correspondence; adapt to significant or sudden change; meet and deal with the public in a variety of situations; ethical business practices; communicate effectively orally; establish and maintain effective working relationships; evaluate and monitor service delivery; develop and implement corrective action plans; develop and deliver training; utilize problem-solving techniques.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

State of Florida
Full time
JACKSONVILLE, Florida 32207, US