Program Manager (Customer Care Center)

Health & Human Services Comm - Austin, TX (30+ days ago)3.5


***Open to Internal and External applicants*** Manages eligibility unit supervisors at benefit offices and out stationed sites. Responsible for providing program and technical assistance, as well as coaching and developing of team supervisors, workers and clerical staff. Work involves planning, developing, implementing and monitoring Office of Eligibility Services programs. Works under general direction with extensive latitude for use of initiative and independent judgment. Job requires detailed oriented individuals with ability to apply complex policies and procedures.

Essential Job Functions:
Manages operations to ensure delivery of eligibility services in a timely and accurate manner according to state and federal regulations. Develops and maintains systems to monitor operations and ensure compliance with policies and procedures in assigned area. Collects, organizes, analyzes, and prepares material in response to requests for information, complaints and reports. Works with the general public, regional management and state office staff to resolve inquiries/issues in an effective and timely manner. Participates in program analysis with regional management staff. Selects, manages and develops staff through conferences, mentoring, training, and performance appraisal. Manages time and leave, payroll, and personnel actions. Must be able to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon. Must be able to work in a highly stressful and fast pace environment, under constant pressure to meet required deadlines

Knowledge Skills Abilities:
Knowledge of local, state, and federal laws and regulations related to agency programs. Working knowledge of Cash Aid, Food Stamps, and Medicaid programs, services and procedures. Working knowledge of Health and Human Services eligibility systems such as TIERS and EWMS preferred, and the ability to establish and maintain effective monitoring systems. Ability to develop and evaluate administrative policies and procedures Ability to develop and establish effective working relationships. Ability to plan, organizes, assign and monitor work. Ability to gather, assembles, correlate, and analyze facts. Skill in managing customer service operations and supervising staff. Experience selecting, managing and developing staff. Experience monitoring and evaluating unit performance and developing appropriate corrective actions. Ability to train and supervise the work of others. Ability to communicate effectively, orally and in writing. Ability to operate a personal computer and use of software such as Microsoft Office applications.

Registration or Licensure Requirements:
NA

Initial Selection Criteria:
Sixty (60) hours credit from an accredited college or university required. Degree from an accredited College or University preferred. Experience can be substituted for the education requirement on a year for year basis. Three years management experience in Texas Works eligibility programs preferred. Skill in verbal and written communication. Experience in planning, developing, implementing and monitoring corrective action plans. Experience in developing monitoring systems.

Additional Information:
*** Open to Internal and External applicants *** This position will be located at: any Customer Care Center location. Position # 00050795 Access and Eligibility Services Field Offices normal hours of operation are from Monday-Friday 8:00 am - 5:00 pm. Employees may be required to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends. Successful applicants must be willing to work in a highly stressful and fast paced environment, under constant pressure to meet required deadlines. Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment. The Texas Health and Human Services Commission is committed to hiring veterans and creating a work environment that values and retains the skills that service members bring to the job. A veteran is an individual who has served in *the Army, Navy, Air Force, Coast Guard, or Marine Corps of the United States or the United States Public Health Service under 42 U.S.C. Section 201 et seq., as amended; *the Texas military forces as defined by Section 437.001 of Texas Government Code; or *an auxiliary service of one of those branches of the armed forces; and *has been honorably discharged from the branch of the service in which the person served. Please Note that Military Occupations that relate to the initial selection criteria and registration or licensure requirements for this position may include HM, 230X, 4COX1. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx. VETERANS: Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor’s Office by pasting this link into your browser: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx. For more information on military occupational specialty codes, see the Military Crosswalk Guide. requisition 378460

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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.