Customer Service Rep III Job at Dept of Family & Protectve Svc
Dept of Family & Protectve Svc Austin, TX 78756
$2,453 - $3,866 a month
The Department of Family and Protective Services (DFPS) Background Check (BC)
Customer Service Representative III receives and processes Central Registry
background checks for the DFPS Background Checks program (BC). The Background
Check Specialist conducts agency Central Registry background checks according to
DFPS Background Check policies and procedures. The position evaluates requests to
positively identify the applicant, analyzes records and documents background check
history findings in accordance with current program and agency policies and procedures.
The position reviews and prepares records, correspondence, and reports regarding
background check results. This position providing information or technical assistance to
DFPS staff, government agencies, external agencies, and the general public in regard to
background check programs, applications, processes, policies, and requirements. The
position interacts routinely with various internal and external stakeholders, including other
state agencies, service providers, and the general public.
Customer Service Representative III receives and processes Central Registry
background checks for the DFPS Background Checks program (BC). The Background
Check Specialist conducts agency Central Registry background checks according to
DFPS Background Check policies and procedures. The position evaluates requests to
positively identify the applicant, analyzes records and documents background check
history findings in accordance with current program and agency policies and procedures.
The position reviews and prepares records, correspondence, and reports regarding
background check results. This position providing information or technical assistance to
DFPS staff, government agencies, external agencies, and the general public in regard to
background check programs, applications, processes, policies, and requirements. The
position interacts routinely with various internal and external stakeholders, including other
state agencies, service providers, and the general public.
Essential Job Functions:
Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.
Documents background check results and communicates the results regarding individual applications for central registry background checks in Information Management Protecting Adults and Children in Texas (IMPACT) in accordance with applicable program and agency policies and procedures.
Communicates with the public in person, by telephone, by email or regular correspondence, by fax, or over the Internet.
Provides support by phone, letter, or email for internal and external stakeholders regarding central registry background check requests to the agency and status of background check results.
Enters information into databases, processes letters to customers, and performs other general clerical services.
Receives background check requests and enters applicant personally identifying information (PII) into a variety of agency computerized systems and databases to conduct background checks submitted through the agency’s designated background check application.
Reviews and routes mail and other correspondence.
Processes Background check request received by mail by reviewing, sorting, and scanning.
Researches information to solve customer service problems.
Analyzes daily reports to retrieve time-sensitive abuse and neglect background checks records and results. Evaluates the information available in the agency’s designated background check application such as the Child Care Licensing Automated Support System (CLASS), or IMPACT systems for possible applicant matches and conducts additional searches and due diligence to verify applicant information as needed to determine any relevant records matches to applicant data. Reviews records to confirm identity and make determination of a match of central registry background check results to the individual submitting the application(s) to the agency.
Prepares, interprets, and disseminates information concerning agency programs and procedures.
Provides information when requested to DFPS staff, government agencies, external volunteer agencies, and the general public in regard to background check program policy, process and technical guidance regarding background check programs, processes, policies and requirements. Provides training as needed to background check staff regarding background check processes and policies.
Creates and maintains activity logs, files, and reports on services.
Documents and tracks communications related to State Office Administrative Hearing (SOAH) requests.
Interprets and explains rules, regulations, policies, and procedures.
Provides technical support by phone or email for internal and external stakeholders regarding submission of background check requests to the agency via background check applications and status of background check results.
Performs related work as assigned.
Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.
Communicates with the public in person, by telephone, by email or regular correspondence, by fax, or over the Internet.
Enters information into databases, processes letters to customers, and performs other general clerical services.
Reviews and routes mail and other correspondence.
Researches information to solve customer service problems.
Prepares, interprets, and disseminates information concerning agency programs and procedures.
Creates and maintains activity logs, files, and reports on services.
Interprets and explains rules, regulations, policies, and procedures.
Performs related work as assigned.
Knowledge Skills Abilities:
Knowledge of the criminal and abuse/neglect background check policies and processes in Department of Family and Protective Services.
Skills in the practices, principles, and policies related to processing background checks in IMPACT, Automated Background Check System (ABCS) and CLASS.
Knowledge of IMPACT, ABCS and CLASS and an understanding of interfaces, processes and troubleshooting steps.
Skill in effective verbal and written communications of technical information to technical and non-technical staff.
Ability to interact with all levels of staff.
Ability to work in a fast-paced environment and meet designated deadlines.
Ability to prioritize and manage heavy workloads.
Ability to provide customer support for agency information technology systems.
Skills in working in an environment that provides customer service.
Skill in working in an office supporting several staff members and to operate basic office equipment such as fax machines, copiers, and printers.
Knowledge of office practices and administrative procedures.
Skill in the use of standard office equipment and software.
Ability to respond to public inquiries in a timely manner; to implement administrative procedures and to evaluate their effectiveness; to interpret rules, regulations, policies, and procedures; and to communicate effectively.
Knowledge of the criminal and abuse/neglect background check policies and processes in Department of Family and Protective Services.
Skills in the practices, principles, and policies related to processing background checks in IMPACT, Automated Background Check System (ABCS) and CLASS.
Knowledge of IMPACT, ABCS and CLASS and an understanding of interfaces, processes and troubleshooting steps.
Skill in effective verbal and written communications of technical information to technical and non-technical staff.
Ability to interact with all levels of staff.
Ability to work in a fast-paced environment and meet designated deadlines.
Ability to prioritize and manage heavy workloads.
Ability to provide customer support for agency information technology systems.
Skills in working in an environment that provides customer service.
Skill in working in an office supporting several staff members and to operate basic office equipment such as fax machines, copiers, and printers.
Knowledge of office practices and administrative procedures.
Skill in the use of standard office equipment and software.
Ability to respond to public inquiries in a timely manner; to implement administrative procedures and to evaluate their effectiveness; to interpret rules, regulations, policies, and procedures; and to communicate effectively.
Registration or Licensure Requirements:
None required.
None required.
Initial Selection Criteria:
Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service which includes high volume data entry and direct correspondence through email and telephone.
Preferred:
Experience working with confidential records and information.
Experience with investigative background check procedures or at least two years DFPS experience.
Experience with IMPACT/IMPACT 2.0 and/or CLASS.
Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service which includes high volume data entry and direct correspondence through email and telephone.
Preferred:
Experience working with confidential records and information.
Experience with investigative background check procedures or at least two years DFPS experience.
Experience with IMPACT/IMPACT 2.0 and/or CLASS.
Additional Information:
This position requires being in office four times a month.
This position requires being in office four times a month.
MOS Code:
There are no direct military occupation(s) that relate to the responsibilities, and registration or licensure requirements for this position. All active duty, reservists, guardsmen, and veterans are encouraged to apply if they meet the qualifications for this position.
There are no direct military occupation(s) that relate to the responsibilities, and registration or licensure requirements for this position. All active duty, reservists, guardsmen, and veterans are encouraged to apply if they meet the qualifications for this position.
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.
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