Operations & mgmt consultant i - ses - 60062759- ess customer contact center jacksonville

Requisition No: 884316

Agency: Children and Families

Working Title: OPERATIONS & MGMT CONSULTANT I - SES - 60062759- ESS Customer Contact Center Jacksonville

Pay Plan: SES

Position Number: 60062759

Salary: $44,015.14 annually. DCF Salary Policy will apply.

Posting Closing Date: 09/30/2026

Total Compensation Estimator Tool THIS IS AN INTERNAL AGENCY ADVERTISEMENT ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.

OPERATIONS & MGMT CONSULTANT I - SES

Customer Contact Center - ESS Program

Department of Children and Families (DCF)

This is not a telework position. The candidate will be required to work in the office daily.

This posting will be used to fill a position vacancy in Selected Exempt Service (SES).

This is a full-time position, working 40 hours per week.

Location: 4080 Woodcock Drive, Jacksonville, FL 32207.

Salary: $44,015.14 annually.

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

MINIMUM REQUIREMENTS:

• Must be a current DCF employee.
• Four years of professional experience working within the DCF Economic Self-Sufficiency (ESS) Program, including eligibility determination, investigation, interviewing or counseling for government assistance.
• Some college at 30 credit hours a semester from an accredited college or university may substitute for work experience on a year-for-year basis.
• NOTE: Please attach a copy of education documentation (in English) such as diplomas, certificates, etc., to your application before you submit your application in People First or when requested. These documents are required if used to qualify for the position.
• Minimum one year of supervisory experience in the DCF-ESS Program.

JOB DESCRIPTION

The primary duty of the incumbent in this position is to spend most of their time engaged in the roles of the Customer Contact Center in Jacksonville, FL. This is a highly responsible professional position assigned to report directly to the Program Administrator (PA) and requires expertise in the government assistance program areas; including extensive knowledge of program concepts, Federal and State laws and regulations, and computer systems that support the government assistance programs. Provides leadership and supervision to include compliance with program requirements/business model, and effective performance feedback. The position responsibilities include call volume forecasting, scheduling shifts, leave management, reviewing for accuracy and developing data reports, and other/special assignments as assigned. The incumbent in this position will have the authority to hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. The incumbent in this position will be responsible for making business recommendations as appropriate in addition to evaluating direct reports against established standards and taking appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.).

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. This position is 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.

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

DCF EMPLOYMENT DISCLOSURES

• US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.
• 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.
• 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.
• 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.
• BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287. 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.