60904012-51233551-20130207171503 Agency Name: Children and Families
Description:
Working Title: OPS ECONOMIC SELF SUFFICIENCY SPEC I
Broadband/Class Code: 21-1099-02
Position Number: 60904012
Annual Salary Range: $26,540.80 - $30,000.00
Announcement Type: Open Competitive
City: JACKSONVILLE
Facility:
Closing Date: 8/13/2013
The State Personnel System is an E-Verify employer. For more information click on our E-Verify website.
OCCUPATION PROFILE
JOB FAMILY: COMMUNITY AND SOCIAL SERVICES
OCCUPATIONAL GROUP: COUNSELING AND SOCIAL WORK
OCCUPATION: COMMUNITY AND SOCIAL SERVICE SPECIALISTS, ALL OTHER
21-1099
DESCRIPTION
This position is located in our customer call center in Jacksonville. Employees in the call center are responsible for answering phone calls from clients who have either applied for or are receiving public assistance benefits to include Supplemental Nutrition Assistance Program (food stamps), Medicaid and or temporary cash assistance. The clients are calling either to report changes that may affect their eligibility for these programs or to ask questions. This job requires utilizing the computer to process the changes as necessary and to answer their questions. These changes could include a change in income, living address, household composition, or a simple question. Staff working in the call center use a headset and are on the phone for the entire time. In this job it is essential that you like dealing with the public, have good customer service skills, can work in a structured environment, are able and willing to talk on the phone all day, be seated at the desk all day, work in a large open office, and able to type accurately and quickly and be proficient in the use of the computer. This very challenging job in a fast paced work environment and requires the ability to multi-task, adapt to change and be a team player.
EXAMPLES OF WORK
Answer informational calls regarding public assistance policy and procedures and information on pending cases. Process changes on active cases updating data on applicants/recipients and their household members and conduct interviews. Assist clients in obtaining documentation as necessary.
EXAMPLES OF JOB CHARACTERISTICS
Provide Consultation and Advice to Others
Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.
Making Decisions and Solving Problems
Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.
Assisting and Caring for Others
Providing assistance or personal care to others.
Establishing and Maintaining Relationships
Developing constructive and cooperative working relationships with others.
Judging Qualities of Things, Services, And/or People
Making judgments about or assessing the value, importance, or quality of things or people.
Communicating With Persons Outside Organization
Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
Getting Information Needed to Do the Job
Observing, receiving, and otherwise obtaining information from all relevant sources.
Documenting/Recording Information
Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.
Analyzing Data or Information
Identifying underlying principles, reasons, or facts by breaking down information or data into separate parts.
Monitor Processes, Material, Surroundings
Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.
Identifying Objects, Actions, and Events
Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.
EXAMPLES OF KNOWLEDGE, SKILLS AND ABILITIES
Social Perceptiveness
Being aware of others'' reactions and understanding why they react the way they do
Judgment and Decision Making
Weighing the relative costs and benefits of a potential action
Speaking
Talking to others to effectively convey information
Service Orientation
Actively looking for ways to help people
Active Learning
Working with new material or information to grasp its implications
Problem Identification
Identifying the nature of problems
Identification of Key Causes
Identifying the things that must be changed to achieve a goal
Solution Appraisal
Observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts
Active Listening
Listening to what other people are saying and asking questions as appropriate
Learning Strategies
Using multiple approaches when learning or teaching new things
Coordination
Adjusting actions in relation to others'' actions
Management of Personnel Resources
Motivating, developing, and directing people as they work, identifying the best people for the job
Coordination
Adjusting actions in relation to others'' actions
Management of Personnel Resources
Motivating, developing, and directing people as they work, identifying the best people for the job
Therapy and Counseling
Knowledge of information and techniques needed to rehabilitate physical and mental ailments and to provide career guidance including alternative treatments, rehabilitation equipment and its proper use, and methods to evaluate treatment effects
Data Analysis
Knowledge of methods of compiling, organizing and analyzing data for the purpose of monitoring and evaluating
Psychology
Knowledge of human behavior and performance, mental processes, psychological research methods, and the assessment and treatment of behavioral and affective disorders
Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
Education and Training
Knowledge of instructional methods and training techniques including curriculum design principles, learning theory, group and individual teaching techniques, design of individual development plans, and test design principles
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
LICENSURE, CERTIFICATION OR REGISTRATION REQUIREMENTS
EFFECTIVE: 09/09/02
History: 07/01/02
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.
Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or the People First Service Center (1-877-562-7287). 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.
