SWI Admin Asst II (Operations Admin Asst II)This position is a blended position that provides administrative assistance to the Contact Center's Support and Workforce Management DivisionThe Operations Administrative Assistant II provides administrative and clerical support to the Statewide Intake (SWI) Contact Center of the Department of Family and Protective Services (DFPS). Work involves answering calls to the contact center, providing information and referral services to callers, routing, assigning, and calling out child and adult abuse, neglect, and/or exploitation information to the appropriate DFPS staff and other organizations for further action. In addition, the position monitors contact center workloads and activities, scheduling, data entry, updating resource materials, organizing statistical data and maintaining the workforce management system.
Interacts with and provides customer service to SWI staff. Essential Job Functions:
The Operations Administrative Assistant II performs administrative and clerical tasks for the support and workforce management areas at SWI. Provides resources and information to the public, SWI staff, other DFPS staff, law enforcement, and other organizations.
Routes and calls out high priority reports to field staff. Receives and uploads incoming faxes/mailed correspondence for further processing by SWI Specialists. Handles outgoing mail.
Monitors SWI Agent adherence to and compliance of schedules and activities. Schedules daily adequate workload coverage, special events, meetings, and trainings. Processes staff requests for leave and overtime, and responds to inquiries in person, via instant messaging, and e-mail.
Generates daily status, coverage, and schedule updates. Performs workforce management data entries and handles SWI Random Moment Time Study Observations. Coordinates daily tasks with coworkers and performs other duties as assigned and required to maintain support and workforce management unit operations. Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts.Knowledge Skills Abilities:
N/AInitial Selection Criteria:
Graduation from high school or equivalent. Two years full-time administrative support, general office, clerical, secretarial or DFPS experience.
OR Thirty semester hours from an accredited college or university may be substituted for the required experience. Additional Information:
This position is located in the operations area of the contact center. Applicants selected for interviews will be required to complete an in-basket exercise. MOS Code:
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.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
I-9 Form - Click here to download the I-9 form.
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.
Texas Health & Human Services Commission