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SalaryAdministrative Asst III
This is a telework position and can be filled anywhere within the state of Texas.
The Administrative Asst III position provides administrative and clerical support to the Statewide Intake (SWI) Contact Center of the Department of Family and Protective Services (DFPS). Work involves monitoring contact center workloads and activities, scheduling, data entry, updating resource materials, organizing statistical data and maintaining the Workforce Management (WFM) System. Interacts with and provides customer service to SWI staff. Cross trains in other operations areas as needed.
Why work for DFPS?
The Texas Department of Family and Protective Services (DFPS) is responsible for protecting the unprotected — children, elderly, and people with disabilities — from abuse, neglect, and exploitation. DFPS accomplishes this responsibility by employing over 12,000 workers who live up to the agency's Mission, Vision, & Values in service to the 27 million citizens of Texas.
DFPS is not only a qualifying organization for the Service Loan Forgiveness Program, which forgives the remaining balance on college student Direct Loans after making 120 qualifying monthly payments, but also offers excellent health benefits, special discounts on many products and services through the Discount Purchase Program, a lifetime monthly retirement annuity as well as Texa$aver 401(k) and 457 Programs under the Employees Retirement System of Texas.
Statewide Intake Shift Differential:
Nights - shifts ending between the hours of 11:30 PM and 8:30 AM: 6% differential.
Weekends - shifts ending between 12:30 AM Saturday and 8:30 AM Monday: 2.5% differential for each shift scheduled as a weekend shift. The maximum differential is 5% for weekend shifts
A weekend differential may be offered in addition to a night differential.
A 11% differential is the maximum for any schedule
This is a telework position and can be filled anywhere within the state of Texas.
The Administrative Asst III position provides administrative and clerical support to the Statewide Intake (SWI) Contact Center of the Department of Family and Protective Services (DFPS). Work involves monitoring contact center workloads and activities, scheduling, data entry, updating resource materials, organizing statistical data and maintaining the Workforce Management (WFM) System. Interacts with and provides customer service to SWI staff. Cross trains in other operations areas as needed.
Why work for DFPS?
The Texas Department of Family and Protective Services (DFPS) is responsible for protecting the unprotected — children, elderly, and people with disabilities — from abuse, neglect, and exploitation. DFPS accomplishes this responsibility by employing over 12,000 workers who live up to the agency's Mission, Vision, & Values in service to the 27 million citizens of Texas.
DFPS is not only a qualifying organization for the Service Loan Forgiveness Program, which forgives the remaining balance on college student Direct Loans after making 120 qualifying monthly payments, but also offers excellent health benefits, special discounts on many products and services through the Discount Purchase Program, a lifetime monthly retirement annuity as well as Texa$aver 401(k) and 457 Programs under the Employees Retirement System of Texas.
Statewide Intake Shift Differential:
Essential Job Functions:
Utilizes call management application reports and scheduling software data to assess hold time and workload volume.
Monitors workload coverage for the Abuse Hotline using scheduling software data.
Facilitates Random Moment Time Studies (RMTS) for Statewide Intake.
Maintains and edits a daily supervisor staffing and floor support workload schedule.
Edits or creates schedules and employee profiles in WFM software.
Schedules meetings, conferences, trainings, and other work-related activities for Statewide Intake.
Interprets Statewide Intake Time and Leave policies and procedures to approve time off requests.
Evaluates historical call volume and hold time data for Abuse Hotline calls, faxes, letters, and internet reporting queues.
May train new WFM staff and may cross train in other operations areas to ensure business continuity.
Knowledge Skills Abilities:
Knowledge of SWI and DFPS general policies and procedures.
Knowledge of contact center and customer care practices.
Knowledge of general office practices and administrative procedures.
Knowledge of workforce management practices and workforce management software applications.
Skill in analyzing work processes and identifying alternate approaches and solutions to improve department operations.
Skill in operating computers, computer software, and general office equipment.
Skill in communicating effectively, orally and in writing.
Registration or Licensure Requirements:
N/A
N/A
Initial Selection Criteria:
Graduation from a standard senior high school or equivalent. Previous call center and/or administrative, general office, clerical, or secretarial experience.
Graduation from a standard senior high school or equivalent. Previous call center and/or administrative, general office, clerical, or secretarial experience.
Additional Information:
Requisition Number 599474
Selected candidates will complete an in-basket exercise.
Note: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 42A, YN, 0111, 3A1X1. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx
Requisition Number 599474
Selected candidates will complete an in-basket exercise.
Note: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 42A, YN, 0111, 3A1X1. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx
MOS Code:
42A, YN, 0111, 3A1X1
42A, YN, 0111, 3A1X1
As a state agency, DFPS is required Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
