Call Center Services Representative OPS

Preference for Bilingual in Spanish/English or Creole/English 

Open Competitive  

This is not a telework position, incumbents report to the office. 

This posting will be used to fill position vacancies in OPS and Career Service. 

Current employees will be compensated in accordance with the DCF salary policy. 

Families requesting government assistance require time sensitive actions from strong, compassionate individuals who are dedicated to assisting the vulnerable and promoting strong self-sufficient families. Successful candidates will make a tremendous positive impact on the lives of countless Floridians. 

We are looking for people who are organized, who possess excellent computer and typing skills, are willing to learn government assistance policies and can engage with customers/citizens of Florida in a call center environment. 

The primary function of this position is providing support services related to government assistance eligibility in a call center setting. The work performed includes processing a broad range of customer service activities and entering information into a computer-based eligibility system. This career consists primarily of phone interactions with customers. Incumbents in this position report to the office, this is not a telework position. 

If this sounds like the job for you, please join our TEAM! 

• The full-time work schedule is 40 hours per week, 8:00 am - 5:00 pm EST, Monday through Friday. 

• Employees may be required to work after their schedule to complete phone calls in the queue. 

Qualifications: 

• Two years of experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies or determining eligibility. 

• Must have the ability to attend an 8 - 12-week mandatory paid training course. 

• Preference for bilingual in Spanish/English or Creole/English. 

Additional Information/Requirements:   

• Incumbents may be expected to work during emergency situations or natural disasters. 

• Employees are required to work from the official office location.  

• The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures. 

What you will do: 

The typical duties include: 

• Answers general inquiry eligibility questions related to program requirements, application processing, case status, and benefit information. 

• Processes a variety of eligibility related work activities within designated time frames 

• Educates customers on the benefits and features of My ACCESS Account including account set-up and password resets.  

• Resolves Electronic Benefit Transfer (EBT) ACCESS card issues. 

• Conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all government assistance programs.   

• Requests all additional information/verification required to establish or continue eligibility for government assistance programs. Ensures electronic case records are documented thoroughly and properly.  

• Assists customers with referrals to other agencies and community resources. 

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: 

For a more complete list of benefits, visit www.mybenefits.myflorida.com.       

About Department of Children and Families: 

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency. 

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. 

To learn more please visit https://www.myflfamilies.com/. 

Your People First 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. 

EMPLOYMENT DISCLOSURES 

1. US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired. 

1. SELECTIVE SERVICE SYSTEM REGISTRATION All selected 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).  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website: http://www.sss.gov.  

1. RETIREE NOTICE 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 required to repay all benefits received depending upon the date of your retirement. 

1. BACKGROUND SCREENING REQUIREMENT:  It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.   

Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check 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 will be retained in state and national rap back program, providing real-time arrest hit notifications.    

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. 

1. 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 government assistance case information and check for outstanding overpayments before completing the hiring process.