OPERATIONS & MGMT CONSULTANT I - SES * - 60022972 1 Date: Aug 18, 2025 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: 859171 Agency: Children and Families Working Title: OPERATIONS & MGMT CONSULTANT I - SES * - 60022972 1 Position Number: 60022972 Salary: $51,459.68 - $61,459.68 Posting Closing Date: 08/21/2025 Salary Range:$51,459.68 - $61,459.68 THIS ADVERTISEMENT IS FOR AN ANTICIPATED VACANCY Client Intake Supervisor (SES) THIS POSITION WILL BE BASED AT THE HEADQUARTERS OFFICE IN TALLAHASSEE This is a full-time position, Monday to Friday, 8:00 AM to 5:00 PM. JOB DESCRIPTION: The Department of Children and Families' Customer Support Triage Team is part of the Enterprise Support Office. The Customer Support Triage Team serves as a catalyst to ensure that customer issues escalated to Headquarters are resolved on time and with excellence. The team strives to provide professional and accurate handling of all sensitive customer issues with a high level of empathy and respect. This is a professional position requiring both a dedication to high-quality internal and external customer service and knowledge of health and human services systems. This position provides and supervises Headquarters-level responses to customer issues by using a model of empathy, respect, and care. This position will defuse hostile situations and identify conflict resolutions. In accordance with statute, administrative rules, and operating procedures, the incumbent will use analytical and customer service skills to assess and resolve customer issues while providing clear and respectful communication to the customer. Duties for this position include: + Independently supervising the Customer Support Triage Team, a team tasked with processing customer concerns, complaints, service requests, information received from the Executive Office of the Governor, and general questions received from internal/external sources. + Routine monitoring of staff productivity within the DCF Inquiries database. + Conducting quality reviews of customer inquiries within the DCF Inquiries database to determine whether all required data fields are being accurately captured. + Determining if staff workload is congruent with overall inquiry processing time. + Randomly monitoring customer service provided via phone calls to identify areas of excellence and opportunities for improvement. + Providing staff with regular constructive feedback when an opportunity for improvement is identified. + Providing staff with a monthly summary of their productivity including quality indicators. + Providing staff additional assistance with processing inquiries in the DCF Inquiries database. + Tracking employee attendance, training completion, and reviewing/approving timesheets. + Addressing human resource related issues, as needed. + Maintaining a high level of quality internal/external customer service and discretion. + Appropriately escalating issues to upper management + Acquiring and maintaining sufficient knowledge of Department programs to effectively collaborate, analyze responses, and produce quality communications. + Perform other duties as assigned. MINIMUM QUALIFICATIONS: + At least 2 years of supervisory experience + At least 2 years of experience in social services + At least 2 years of customer service experience + Demonstrated ability to successfully manage competing priorities + Experience analyzing quantitative or qualitative data to identify areas of excellence and opportunities for improvement PREFERRED QUALIFICATIONS: + Knowledge of programs within the Florida Department of Children and Families + Experience completing quality reviews + Prior experience monitoring customer service phone calls + Bilingual (Fluent in English and Spanish or Creole) + Prior experience answering/supervising calls in a social services environment 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 clearly and concisely communicate verbally 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 plan, organize, and supervise staff to ensure work is completed in accordance with policy/practice in a timely manner. + Ability to review data for accuracy and completeness. + Ability to detect and evaluate potential fraudulent situations. + Detail oriented entry of data into a customer 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 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 o ff enses, 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/A ffi rmative 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 su ffi cient 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. Location: TALLAHASSEE, FL, US, 32303 Nearest Major Market:Tallahassee