CLIENT RELATIONS COORDINATOR - 60073767

Date: Sep 13, 2024

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: 837346

Agency: Children and Families

Working Title: CLIENT RELATIONS COORDINATOR - 60073767

Pay Plan: Career Service

Position Number: 60073767

Salary: Salary: $48,000.00 - $58,000.00

Posting Closing Date: 09/20/2024

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

Job Title: CLIENT RELATIONS SPECIALIST- OCFW 60073767

This is an advertisement used to fill a career service position.

This position may be filled by candidates anywhere in the State of Florida.

This is a full-time position and will not be a telework position.

The selected candidate will be required to work from DCF Headquarters or a local DCF office Mon-Fri, 8-5.

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

Salary: $48,000.00 - $58,000.00

What you will do :

The Department of Children and Families Office of Enterprise Support ensures escalated customer issues for the Department are resolved on time and with excellence. The team strives to provide professional and accurate handling of all sensitive customer issues with high levels of empathy and respect.

This is a highly responsible position requiring both dedication to high-quality customer service and experience in health and human service system navigation. This position will provide professional responses to customer issues using a model of empathy, respect, and care. The incumbent will use analytical and social work skills to assess and resolve escalated customer issues while providing clear and respectful communication with the customer, department leadership, and other stakeholders.

Duties for this position include, but are not limited to :

• Produce a headquarters-level response to complex client issues received from partner agencies and department leadership, many of which involve multiple stakeholders or sister agencies. This response must be complete, accurate, timely, and delivered with respect.

• Facilitate short-term projects using project management skills to resolve complex issues with multiple parties. Example activities: identify appropriate team members, schedule and facilitate meetings, gather documents, produce summaries, develop plans for resolution, meet plan timeframes, and ensure consistent communication with the team and the customer.

• Provide written and verbal communications for customers and stakeholders of exceptional quality. Communicate information in a way that is understandable, actionable, and responds fully to each request or concern raised.

• Advise leadership of elevated issues.

• Acquire and maintain sufficient systems knowledge of program areas to effectively collaborate, analyze responses, and produce quality communications.

• This is advanced professional work that ensures all customer inquiries, regardless of source, are resolved on time and with excellence. Ensures precision and efficiency within the unit to provide the highest level of customer service.

• Identifies trends; analyzes, evaluates, and makes recommendations for statewide policy, training, or communication needs.

• Conducts special projects as assigned by the Client Relations Manager, Enterprise Support Director, or the Department of Children and Families Executive Leadership Team.

  Minimum Qualifications:

• Bachelor’s or master’s degree in social services or a related field.

• 3 years of experience in child welfare case management or child protection investigations.

• Knowledge on how to navigate the Florida Safe Families Network (FSFN).

  Preferred Qualifications:

• Expertise in client relations and customer service work.

• Knowledge of the methods of data collection and analysis.

• Bilingual (English and Spanish or Creole)

• Trained in Florida’s Child Welfare Practice Model.

  Knowledge, Skills, and Abilities:

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

• Expertise in child protection investigations and / or child welfare case management services is required.

• Additional expertise in other department program areas such as economic self-sufficiency, substance abuse and mental health, and adult services is preferred.

• Prepare, clear, concise, and accurate records and other documentation.

• Ability to conduct fact-finding research.

• Ability to utilize problem-solving techniques.

• Ability to work independently and effectively manage multiple time-sensitive assignments.

• Ability to understand and apply applicable rules, regulations, policies and procedures.

• Ability to deal with the public in a tactful, courteous, and effective manner.

• Ability to speak clearly and correctly, and to communicate with others to obtain and verify information concerning eligibility.

• Ability to analyze and interpret written, numerical, and verbal data from various sources.

• Be detail oriented and enter data accurately into a computerized system.

• Ability to navigate through computer screens, and complete and review basic computer documents and other forms.

• Be proficient in the use of the computer including exceptional typing skills.

• Ability to follow written and oral directions and instructions.

• Ability to plan and organize to ensure work are completed in accordance with regulations relating to eligibility and timeliness.

• Ability to use computers and related software packages.

  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.   

  Additional Information/Requirements:

• This position has also been designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

• Incumbents may be exposed to possible hazardous conditions in the field.

  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:

• No state income tax for residents of Florida.

• Annual and Sick Leave benefits.

• Nine paid holidays and one Personal Holiday each year.

• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.

• Retirement plan options, including employer contributions (For more information, please visit www.myfrs.com).

• Flexible Spending Accounts.

• Tuition waivers.

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

  Growth Opportunities:

  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. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.

  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.

  Vision :  We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.

  Values:   A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for

  diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.

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

• 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 will be required to repay all benefits received depending upon the date of your retirement.

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

• We hire only U.S. citizens and lawfully authorized alien workers.

• Participation in the State of Florida Direct Deposit Program is required as a condition of employment per F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

  Selective Service : 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) before their 26th birthday or have a Letter of Registration Exemption from the SSS.  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website: http://www.sss.gov .

  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 be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, 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.

  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.

  Veteran’s 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. Certain service members may be eligible to receive waivers for postsecondary educational requirements. 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 visiting https://www.dms.myflorida.com/content/download/97612/566545. 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.

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. Certain service members may be eligible to receive waivers for postsecondary educational requirements. 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 clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.

Location:

WEXFORD, PA, US, 15090 WOODLAND PARK, NJ, US, 74240 DOVER, FL, US, 33527 NAPLES, FL, US, 34119 SPRING HILL, FL, US, 34606 PENSACOLA, FL, US, 32505 ORLANDO, FL, US, 32814 WASHINGTON, DC, US, 20002 MIDWAY, FL, US, 32343 TAMPA, FL, US, 33618 CLEARWATER, FL, US, 33765 Jacksonville, FL, US, 32206 MIAMI BEACH, FL, US, 33139 ORLANDO, FL, US, 32809 OCOEE, FL, US, 34761 SOUTH DAYTONA, FL, US, 32119 WINTER PARK, FL, US, 32792 SOUTH MIAMI, FL, US, 33143 LANTANA, FL, US, 33465 EAST PALATKA, FL, US, 32131 SAN ANTONIO, FL, US, 33576 PACE, FL, US, 32571 SAINT PETERSBURG, FL, US, 33716 LARGO, FL, US, 33770 CAPE CORAL, FL, US, 33909 POMPANO BEACH, FL, US, 33062 SARASOTA, FL, US, 34239 KISSIMMEE, FL, US, 34746 SARASOTA, FL, US, 34231 MOUNT DORA, FL, US, 32757 TALLAHASSEE, FL, US, 32308 WEST PALM BEACH, FL, US, 33417 TALLAHASSEE, FL, US, 32316 MIAMI, FL, US, 33132 TAMPA, FL, US, 34748 WEST PALM BEACH, FL, US, 33413 TAMPA, FL, US, 33614 VERO BEACH, FL, US, 32968 SEBASTIAN, FL, US, 32958 TALLAHASSEE, FL, US, 32305 PERRY, FL, US, 32347 FORT PIERCE, FL, US, 32982 DUNNELLON, FL, US, 34431 LAKELAND, FL, US, 34761 EBRO, FL, US, 32437 TALLAHASSEE, FL, US, 32312 BAKER, FL, US, 32531 JUPITER, FL, US, 33477 EDGEWATER, FL, US, 32141 LARGO, FL, US, 33773 REDDICK, FL, US, 32686 WELLBORN, FL, US, 32055 VENUS, FL, US, 33960 SEBRING, FL, US, 33870 CAPE CORAL, FL, US, 33990 BRADENTON, FL, US, 34211 TEMPLE TERRACE, FL, US, 33617 MIAMI BEACH, FL, US, 33141 MELBOURNE, FL, US, 32935 ORLANDO, FL, US, 32806 WEST PALM BEACH, FL, US, 33401 STARKE, FL, US, 32091 CAROL CITY, FL, US, 33055 FT MYERS, FL, US, 33913 FT MYERS, FL, US, 33905 BUSHNELL, FL, US, 33513 FT MYERS, FL, US, 33901 ST. 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LUCIE, FL, US, 34983 JACKSONVILLE, FL, US, 32202 DAVIE, FL, US, 33317 VERNON, FL, US, 32462 MIAMI, FL, US, 33186 PENSACOLA, FL, US, 32503 LONG KEY, FL, US, 33001 LARGO, FL, US, 33774 LIVE OAK, FL, US, 32060 OCALA, FL, US, 33474 MIAMI, FL, US, 33165 WILLISTON, FL, US, 32696 WELLBORN, FL, US, 32094 POMPANO BEACH, FL, US, 33069 OCALA, FL, US, 34478 KEY LARGO, FL, US, 33037 LARGO, FL, US, 33777 LAKELAND, FL, US, 33803 WESLEY CHAPEL, FL, US, 33543 KISSIMMEE, FL, US, 34744 FORT MYERS, FL, US, 33912 FERN PARK, FL, US, 32730 ZEPHYRHILLS, FL, US, 33540 PALATKA, FL, US, 32007 CHIPLEY, FL, US, 32428 FERNANDINA BEACH, FL, US, 32034 PONCE DE LEON, FL, US, 32455 GULFPORT, FL, US, 33707 COCOA, FL, US, 32927 OKEECHOBEE, FL, US, 34972 CHULUOTA, FL, US, 32766 TAMPA, FL, US, 33602 FELLSMERE, FL, US, 32948 BARTOW, FL, US, 33830 LAUREL HILL, FL, US, 32567 LAKE WORTH, FL, US, 33461 TAMPA, FL, US, 33610 MIAMI, FL, US, 33183 LAKE WORTH, FL, US, 33463 FT LAUDERDALE, FL, US, 33311 PALMETTO, FL, US, 34221 OCALA, FL, US, 34479 ORLANDO, FL, US, 32805 FT WALTON BCH, FL, US, 32548 HOMESTEAD, FL, US, 33030 DAVIE, FL, US, 33325 TAMPA, FL, US, 33609 NICEVILLE, FL, US, 32578 BOCA RATON, FL, US, 33434 GROVELAND, FL, US, 34736 JACKSONVILLE, FL, US, 32221 LADY LAKE, FL, US, 32162 NORTH PALM BEACH, FL, US, 33402 MIAMI, FL, US, 33184 NORTH MIAMI BEACH, FL, US, 33160 PEMBROKE PINES, FL, US, 33082 JACKSONVILLE, FL, US, 33207 PORT CHARLOTTE, FL, US, 33952 GAINESVILLE, FL, US, 32611 LEE, FL, US, 32059 TALLAHASSEE, FL, US, 32303 ROYAL PALM BEACH, FL, US, 33411 ST AUGUSTINE, FL, US, 32084 VENICE, FL, US, 34292 DAVIE, FL, US, 33314 GAINESVILLE, FL, US, 32605 JACKSONVILLE, FL, US, 32219 DELRAY BEACH, FL, US, 33446 ORLANDO, FL, US, 32810 LANTANA, FL, US, 33462 MIAMI, FL, US, 33166 SARASOTA, FL, US, 34285 LAKE CITY, FL, US, 32024 TAMPA, FL, US, 33615 AVON PARK, FL, US, 33382 BOWLING GREEN, FL, US, 33834 TAMPA, FL, US, 33672 DEFUNIAK SPRINGS, FL, US, 32433 PANAMA CITY BEACH, FL, US, 32407 FORT MYERS, FL, US, 33966 LEESBURG, FL, US, 34748 MURDOCK, FL, US, 33938 MARIANNA, FL, US, 32448 BONIFAY, FL, US, 32425 JAY, FL, US, 32565 HOLLY HILL, FL, US, 32117 JACKSONVILLE, FL, US, 32208 WINTER SPRINGS, FL, US, 32708 THE VILLAGES, FL, US, 32162 HIALEAH, FL, US, 33010 WEST PALM BEACH, FL, US, 33412 HIALEAH GARDENS, FL, US, 33018 MICANOPY, FL, US, 32667 HOLLYWOOD, FL, US, 33019 LABELLE, FL, US, 33935 NICEVILLE, FL, US, 32588 DADE CITY, FL, US, 33523 DEFUNIAK SPRINGS, FL, US, 32435 WEEKI WACHEE, FL, US, 34606 MELBOURNE, FL, US, 32940 LAKELAND, FL, US, 33815 PALATKA, FL, US, 32177 GAINESVILLE, FL, US, 32607 TALLAHASSEE, FL, US, 32302 DAYTONA BEACH, FL, US, 32117 BONITA SPRINGS, FL, US, 34135

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