Hiring Organization / Company: Dept Of Family & Protectve Svc
Basic Salary: To Be Discussed
Employement Type: Full-Time
The position manages the daily activities of the Support area at the Statewide Intake (SWI) Contact Center. Work involves establishing administrative processes, priorities and goals in support of Intake staff. The position develops, implements, analyzes and maximizes work processes in alignment with SWI’s mission and legislative mandates. The position plans, supervises, and evaluates the work of others and hires all new staff for the area. The position routinely interacts with SWI and DFPS staff, Law Enforcement and Child Advocacy Centers, and other outside agencies and stakeholders. The position requires a high level of independence, initiative and decision-making skills.
Directs the daily activities of support staff supervisors and their direct reports in the Support area. Establishes workload priorities and goals for support staff to optimize the administrative assistance provided to Intake staff. Intake staff handles child and adult abuse, neglect, and exploitation calls at the Statewide Intake (SWI) Abuse Hotline. (20%)
Supervises Support staff’s activities to track time and leave, check volume on the Information & Referral and Administrative contact queues and non-call workloads, and to monitor the real-time adherence to schedules and assigned tasks. Utilizes contact center workforce management applications to obtain reports and data needed for this responsibility. (10%)
Coaches, trains, and mentors Support staff supervisors in the development and execution of their supervisory responsibilities via job performance reviews and evaluations. Tracks and analyzes performance through call reviews, workload checks, and their direct reports’ progress. (20%)
Manages the Support area’s employee pool to ensure that staff provides quality assistance and customer service to SWI, DFPS staff, other state agencies and the public. (5%)
Hires new staff when vacancies occur by screening and interviewing applicants and selecting the best candidate(s) for employment. Recommends promotions, demotions, merit increases, disciplinary actions, transfers, and discharge of existing staff based on job performance and progress. (10%)
Implements changes to work processes and procedures in support of fluctuating business goals based on SWI and DFPS policy changes and updates. Provides detailed written and oral instructions and training to Support staff to ensure new procedures are performed in a timely and accurate manner. (5%)
Develops, modifies and implements support staff training by analyzing existing processes for need of change and improvement of operations. Devises training handbooks, strategies and training delivery methods to maximize the Support area’s functioning and accurate and prompt service delivery to internal and external staff and stakeholders. (5%)
Trouble shoots and resolves technical issues for failed Law Enforcement notifications through manual submission to the appropriate agency. Escalates unresolved technical issues that affect Support operations to the onsite General Computing Service (GCS) unit or the DFPS Help Desk. Serves at the RightFax administrator for support staff to ensure workers have the correct permissions to access and upload faxed and mailed correspondence for Intake staff processing. (5%)
Manages membership of the Texas Child Advocacy Centers and partnering law enforcement jurisdiction by educating them on the benefits of receiving automated notifications of child abuse and neglect reports. Compiles and tracks records of memberships and updates the SWI IMPACT database. (5%)
Serves as liaison for Law Enforcement agencies and Child Advocacy Centers across Texas. (5%)
Represents the Support area on the SWI Leadership Team, panels and committees. Collaborates with members through email, in meetings and conferences on business goals, objectives and implementation of changes to ensure the area stays current and informed. (10%)
Knowledge of SWI and DFPS general policies and procedures.
Knowledge of general management principles.
Knowledge of contact center and customer care practices.
Knowledge of general office practices and administrative procedures.
Skill in analyzing work processes and identifying alternate approaches and solutions to improve department operations.
Skill in operating computers, computer software, and general office equipment.
Skill in communicating effectively, orally and in writing.
Ability to manage departmental activities in a fast-paced environment.
Ability to supervise, plan, assign and evaluate the work of others.
Ability to work independently and in a team environment.
Ability to prioritize and handle multiple assignments with strict deadlines.
Graduation from an accredited four-year college or university and two years full-time experience in a supervisory, managerial, or leadership role. One year full-time supervisory, managerial or leadership experience may be substituted on a year-for-year basis for the required education, with a maximum substitution of four years.
Note: There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
I-9 Form - Click here to download the I-9 form.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Job Location Information:
Location: Austin, Tx 78754
Date Posted: 2021-06-10
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