HUMAN SERVICES COUNSELOR III OPS - 60933385

　　Date: Feb 22, 2024

　　Location:

　　TALLAHASSEE, FL, US, 32303

　　The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .

　　Requisition No: 820131

　　Agency: Children and Families

　　Working Title: HUMAN SERVICES COUNSELOR III OPS - 60933385

　　Pay Plan: Temp

　　Position Number: 60933385

　　Salary: $20.00 per hour

　　Posting Closing Date: 03/01/2024

　　Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)

　　OPS Human Services Counselor III -60933385

　　This is a full-time Other Personnel Services (OPS) position.

　　This is not a telework position.

　　This position will be physically based at the Headquarters Office in Tallahassee with anticipated work hours of Monday through Friday, 8:00 AM to 5:00 PM.

　　Anticipated salary: $20.00 per hour

　　JOB DESCRIPTION:

　　The Department of Children and Families Office of the Children’s Ombudsman is tasked with:

　　Receiving complaints from children and young adults about placement, care, and services and assist in mediating such concerns.

　　Being a resource to identify and explain relevant policies or procedures to children, young adults, and their caregivers.

　　Providing recommendations to the department to address systemic problems that are leading to complaints from children and young adults.

　　This professional position will assist the Children’s Ombudsman’s with ensuring these duties are carried out with exceptional service to internal and external clients. The Human Services Counselor position requires a dedication to exceptional customer service and knowledge of health and human services systems. Through collaboration with the Department’s program offices and key stakeholders such as the Office of Continuing Care, this position provides Headquarters-level responses to client issues by using a model of empathy, respect, and care to defuse hostile situations and identify conflict or issue resolutions. Additionally, the Human Services Counselor will assist clients who have transitioned out of foster care with navigating the Department’s programs and services like Medicaid and Supplemental Nutrition Assistance Program (SNAP).

　　In accordance with statute, administrative rules, and operating procedures, the incumbent will use analytical and client service skills to assess and resolve client issues while providing clear and respectful communication to the client. Duties for this position include:

　　Independently process client concerns, complaints, service requests, information received from the Executive Office of the Governor, and general questions received from internal/external sources in an accurate and timely manner.

　　Route concerns to the appropriate program area(s) and associated region.

　　Elevate complex issues requiring a higher level of coordination and managerial oversight to appropriate team members.

　　Provide client referrals to community service agencies or other Department programs, when appropriate.

　　Provide clear and comprehensive written and verbal communication to clients and stakeholders.

　　Maintain a high level of quality internal/external customer service and discretion.

　　Acquiring and maintaining sufficient knowledge of Department programs to effectively collaborate, analyze responses, and produce quality communications.

　　Perform other duties as assigned.

　　Assist individuals that have transitioned out of foster care with services related to Medicaid and the Supplemental Nutrition Assistance Program.

　　Update the Office of Continuing Care with requested data.

　　MINIMUM QUALIFICATIONS:

　　At least 2 years of experience in social services.

　　At least 2 years of customer service experience.

　　At least 1 year of experience working directly with Economic Self-Sufficiency programs.

　　At least 1 year of experience processing phone calls in a customer service setting.

　　Knowledge of the programs within the Florida Department of Children and Families.

　　PREFERRED QUALIFICATIONS:

　　Bilingual (Fluent in English and Spanish or Creole).

　　Prior experience processing calls and assessing correspondence in a social service environment.

　　Prior background working directly with Medicaid and/or the Supplemental Nutrition Assistance Program.

　　Prior experience working within child welfare.

　　Demonstrated ability to successfully manage competing priorities in a timely manner.

　　Prior experience with meeting [DKR2] tight deadlines for customer needs.

　　KNOWLEDGE, SKILLS, AND ABILITIES:

　　Knowledge and application of policies, procedures, laws, and programs governing the agency.

　　Knowledge of Department programs and related services.

　　Ability to prepare, clear, concise, and accurate reports and written communication.

　　Ability to engage the public and staff in a tactful, courteous and effective manner.

　　Ability to communicate verbally clearly and concisely with others to obtain and verify information.

　　Ability to analyze and interpret written communication from various sources.

　　Ability to execute written and oral directions and instructions.

　　Ability to review data for accuracy and completeness.

　　Ability to detect and evaluate potential fraudulent situations.

　　Detail oriented entry of data into a client service-based database.

　　Proficient in the use of computers including exceptional typing skills.

　　Proficient in Microsoft Word, Outlook, Excel, and PowerPoint.

　　Skilled at conflict resolution and de-escalation.

　　Ability to meet deadlines in a timely manner and have organizational skills.

　　Ability to multitask and work independently.

　　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. 

　　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, if applicable be screened in accordance with the requirements of Chapter 435, F.S., and 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. Employees are subject to background re-screening at least every five (5) years.

　　ADDITIONAL NOTES:

　　PREFERENCE WILL BE GIVEN TO APPLICANTS WHO ARE BILINGUAL AND FLUENT IN ENGLISH AND SPANISH OR CREOLE.

　　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.

　　VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.

　　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.

　　Nearest Major Market:Tallahassee