Economic Self-Sufficiency Specialist I- Call Center Agent
To learn more please visit https://www.myflfamilies.com/.
How an Economic Self-Sufficiency Specialist (Call Center) Will Make a Difference:
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.
We are looking for people who are organized, who possess excellent computer and typing skills, are willing to learn public assistance policies and can engage with customers/citizens of Florida in a call center environment. Applicants should be comfortable working in a fast-paced environment. This career does not require face to face contact with clients and consists primarily of phone interactions with customers. Successful candidates will make a tremendous positive impact on countless lives. If you are interested in making a difference, please join our TEAM!
To serve the public, DCF call center hours are 7:00 am until 6:00 pm EST, Monday through Friday. Evening or weekend hours may be required as call volume dictates.
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 employees features a highly competitive set of employee benefits including:
- No state income tax for residents of Florida;
- Annual and Sick Leave benefits;
- Nine paid holidays and one Personal Holiday each year;
- State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
- Retirement plan options, including employer contributions
- (For more information, please click www.myfrs.com);
- Flexible Spending Accounts;
- Tuition waivers;
- And more!
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.
Knowledge, Skills, and Abilities:
- Apply the laws, rules, and regulations governing eligibility and grant determination for multiple public assistance programs and the case administration of these programs.
- Communicate with others to obtain and verify information concerning eligibility.
- Detect and evaluate potential fraudulent situations.
- Analyze and interpret written, numerical, and verbal data from various sources.
- Enter data accurately into a computerized system.
- Navigate through computer screens, complete and review basic computer documents and other forms.
- Plan and organize caseload to ensure work is completed in accordance with regulations relating to eligibility and timeliness.
- Read, understand, apply complicated and detailed regulations, and policy directives.
- Perform a variety of mathematical computations accurately and rapidly.
- Establish and maintain cooperative working relationships with the public and staff.
- Use computers and related software packages.
- Follow written and oral directions and instructions.
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 in person/ on DCF office site.
Candidate Profile (application) must be completed in its entirety.
- Include supervisor names and phone numbers for all periods of employment.
- Account for and explain any gaps in employment so that the hiring process is not delayed.
- Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
- It is unacceptable to use the statement “See Resume” in place of entering work history.
- If you experience problems applying online, please call the People First Service Center at (877) 562-7287.
- This position may 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.
- If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon the date of your retirement.
- The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
- SELECTIVE SERVICE: Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov.
We hire only U.S. citizens and lawfully authorized alien workers.
BACKGROUND SCREENING REQUIREMENT: It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks
through local law enforcement agencies.
BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information and check for outstanding overpayments before completing the hiring process.