<p>Requisition No: 884715 </p> <p>Agency: Children and Families</p> <p>Working Title: CALL CENTER SERVICES REPRESENTATIVE OPS - 60904035</p> <p> Pay Plan: Temp</p> <p>Position Number: 60904035 </p> <p>Salary: $17.01 an hour </p> <p>Posting Closing Date: 10/09/2026 </p> <p><strong>Total Compensation Estimator </strong><u><strong><a title="Total Compensation Estimator" href="https://compcalculator.myflorida.com/" target="_blank" rel="noopener">Tool</a></strong></u></p><p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:center;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-size:14.0pt;font-family:Arial, sans-serif;color:black">OPS Call Center Services Representative</span></em></strong><strong><span style="font-size:14.0pt;font-family:Arial, sans-serif;color:black"> <em>I</em></span></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:center;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-size:14.0pt;font-family:Arial, sans-serif;color:#333333">Florida Department of Children and Families</span></em></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:center;background-color:white;font-size:12.0pt;font-family:&#39;Times New Roman&#39;, serif"><em><strong><span style="font-size:14.0pt;font-family:Arial, sans-serif;color:#333333">Jacksonville, Florida</span></strong></em></p> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:center;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-size:14.0pt;font-family:Arial, sans-serif">Preference for</span></em></strong><em><span style="font-size:12.0pt;font-family:Arial, sans-serif"> </span></em><strong><em><span style="font-size:14.0pt;font-family:Arial, sans-serif">Bilingual in <span style="color:black;background-color:white">Spanish/English or Creole/English</span></span></em></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:center;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:14.0pt;font-family:Arial, sans-serif">Full-time opportunities available</span></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:center;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-size:14.0pt;font-family:Arial, sans-serif;color:black">Open Competitive </span></em></strong></p> <p style="margin:0.0in;text-align:center;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">This posting will be used to fill position vacancies in OPS.</span></p> <p style="margin:0.0in;text-align:center;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">Current employees will be compensated in accordance with the DCF salary policy.</span></p> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">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.</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">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.</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><u><span style="font-family:Arial, sans-serif;color:black">The primary function of this position</span></u><span style="font-family:Arial, sans-serif;color:black"> 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.</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:Arial, sans-serif;color:black"> </span></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><a name="_Hlk177046207"></a><strong><span style="font-family:Arial, sans-serif;color:black">If this sounds like the job for you, please join our TEAM!</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><a name="_Hlk177046739"></a><span style="font-family:Arial, sans-serif">The full-time work schedule is 40 hours per week, 8:00 am - 5:00 pm EST, Monday through Friday.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Employees may be required to work after their schedule to complete phone calls in the queue.</span></li> </ul> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-family:Arial, sans-serif;color:black"> </span></em></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><u><span style="font-family:Arial, sans-serif;color:black">Qualifications:</span></u></em></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Two years of experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies or determining eligibility.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Must have the ability to attend an 8 - 12-week mandatory paid training course.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Preference for bilingual in Spanish/English or Creole/English.</span></li> </ul> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><u><span style="font-family:Arial, sans-serif;color:black">Additional Information/Requirements:</span></u></em></strong><em><u><span style="font-family:Arial, sans-serif;color:black"> </span></u></em></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><a name="_Hlk177046860"></a><span style="font-family:Arial, sans-serif">Incumbents may be expected to work during emergency situations or natural disasters.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><a name="_Hlk179280937"></a><span style="font-family:Arial, sans-serif">Employees are required to work from the official office location. </span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.</span></li> </ul> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><u><span style="font-family:Arial, sans-serif;color:black">What you will do:</span></u></em></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">The typical duties include:</span></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Answers general inquiry eligibility questions related to program requirements, application processing, case status, and benefit information.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Processes a variety of eligibility related work activities within designated time frames</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Educates customers on the benefits and features of My ACCESS Account including account set-up and password resets. </span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Resolves Electronic Benefit Transfer (EBT) ACCESS card issues.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">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. </span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Requests all additional information/verification required to establish or continue eligibility for government assistance programs. Ensures electronic case records are documented thoroughly and properly. </span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Assists customers with referrals to other agencies and community resources.</span></li> </ul> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-family:Arial, sans-serif;color:black"> </span></em></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><u><span style="font-family:Arial, sans-serif;color:black">Benefits of Working for the State of Florida:</span></u></em></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">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:</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">For a more complete list of benefits, visit </span><span style="color:black"><a href="http://www.mybenefits.myflorida.com/"><span style="font-family:Arial, sans-serif">www.mybenefits.myflorida.com</span></a></span><span style="font-family:Arial, sans-serif;color:black">.</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-family:Arial, sans-serif;color:black"> </span></em></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><u><span style="font-family:Arial, sans-serif;color:black">About Department of Children and Families:</span></u></em></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><em><span style="font-family:Arial, sans-serif;color:black">Mission:</span></em></strong><span style="font-family:Arial, sans-serif;color:black"> 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.</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">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.</span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">To learn more please visit </span><span style="color:black"><a href="https://www.myflfamilies.com/"><span style="font-family:Arial, sans-serif">https://www.myflfamilies.com/</span></a></span><u><span style="font-family:Arial, sans-serif;color:black">.</span></u></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><a name="_Hlk67664883"></a><strong><u><span style="font-family:Arial, sans-serif;color:red">Your People First Candidate Profile (application) must be completed in its entirety.</span></u></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Include supervisor names and phone numbers for all periods of employment.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Account for and explain any gaps in employment so that the hiring process is not delayed.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif">It is unacceptable to use the statement “See Resume” in place of entering work history.</span></li> </ul> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><u><span style="font-family:Arial, sans-serif;color:black"> </span></u></strong></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><u><span style="font-family:Arial, sans-serif;color:black">EMPLOYMENT DISCLOSURES</span></u></strong></p> <ol style="margin-top:0.0in;margin-bottom:0.0in" start="1" type="1"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><em><span style="font-family:Arial, sans-serif">US CITIZEN REQUIREMENT </span></em><span style="font-family:Arial, sans-serif">Only US citizens and lawfully authorized alien workers will be hired.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><em><span style="font-family:Arial, sans-serif">SELECTIVE SERVICE SYSTEM REGISTRATION </span></em><span style="font-family:Arial, sans-serif">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). <strong>Verification of Selective Service registration will be conducted prior to hire</strong>. For more information, please visit the SSS website: </span><span style="color:black"><a href="http://www.sss.gov/"><span style="font-family:Arial, sans-serif">http://www.sss.gov</span></a></span><span style="font-family:Arial, sans-serif">. </span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><em><span style="font-family:Arial, sans-serif">RETIREE NOTICE </span></em><span style="font-family:Arial, sans-serif">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.</span></li> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><em><span style="font-family:Arial, sans-serif">BACKGROUND SCREENING REQUIREMENT:</span></em><span style="font-family:Arial, sans-serif"> 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. <strong>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.</strong> </span></li> </ol> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">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. </span></p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Arial, sans-serif;color:black">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.</span></p> <ol style="margin-top:0.0in;margin-bottom:0.0in" start="5" type="1"> <li style="color:black;margin-bottom:0.0in;line-height:normal;background-color:white;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><em><span style="font-family:Arial, sans-serif">BENEFIT RECOVERY SCREENING </span></em><span style="font-family:Arial, sans-serif">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.</span></li> </ol> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:Arial, sans-serif;color:black">If you experience problems applying online, please call the People First Service Center at (877) 562-7287.</span></strong></p><p>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.</p> <p>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.</p>