The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Program Specialist IV position within the Access and Eligibility Services (AES), 2-1-1 Texas Information and Referral Network (2-1-1 TIRN). AES is driven by its mission to connect Texans to people, services and supports by helping individuals and families in need of food, medical care, cash assistance and other social services. 2-1-1 TIRN connects Texans to services by providing information and referral to community and governmental resources online at 211texas.org and by phone 24 hours a day, seven days a week. The ideal candidate will thrive in an environment that emphasizes: a passion for service, innovation through new ideas, customer-first thinking, consistent and reliable service provision, embracing our differences as a source of strength, accomplishing more through partnership, and learning for continuous improvement.

The Program Specialist IV reports to the Program Manager, who is supported by the to the 2-1-1 Service Delivery Team Lead for 2-1-1 Texas Information and Referral Network (TIRN). The Program Specialist IV works with 2-1-1 TIRN staff, contracted Area Information Center (AICs), and other stakeholders to support contact center service delivery and telephony. The Program Specialist IV provides programmatic support, research, and project management for the 2-1-1 TIRN program. Responsibilities include providing support, guidance, and technical assistance on service delivery and telephony; project management for special initiatives; conducting and interpreting research; preparing implementation proposals; identifying and documenting best practices; and establishing quality assurance and performance measurement tools and protocols. This position will also work with program staff to engage internal and external stakeholders and partners to enhance community access.

Essential Job Functions:
Fulfills functions related to:
Enhancing program compliance, such as: providing support, guidance, and technical assistance; producing handbooks and/or guides on service delivery and telephony; and developing and updating operational policies and procedures, standards and manuals. 30%

Conducts research analysis, proposal development, and troubleshooting. Functions include: research, development, and deployment of expanded channels for 2-1-1 information and referral, support for AIC-initiated needs and requests, and external stakeholder-initiated inquiries. 25%

Researching and developing a plan(s) for improved service delivery; supporting the implementation of the programmatic compliance plan; and producing and updating internal operating procedures and guides for 2-1-1 TIRN and contractors. Assumes a leading role in standards development functions and creating clear and understandable contractor guidelines. Develops processes and procedures for tracking program deliverables and ensuring compliance. 20%

Supports functions related to quality assurance for the Texas Information and Referral Network, with a particular focus on program outputs such as, call specialist interaction and center management. Analyzes existing systems and tools for program quality assurance. Monitors call specialist compliance and creates necessary tools and/or guides in support of these efforts. Researches and evaluates current service delivery and telephony practices andmakes recommendations. Develops tools for program quality and plan(s) for implementation and tracking. Reviews programmatic monitoring policies and procedures. 20%

Peforms other duties as assigned. 5%

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned, including but not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Knowledge Skills Abilities:
Knowledge of government organization and administration; knowledge of quality assurance, monitoring, and compliance; skill in performing research and using various research techniques; skill in identifying, analyzing and evaluating complex program/policy issues, evaluating alternatives, and implementing solutions; skill in organizing and presenting information, both orally and in writing; skill in developing creative and workable solutions to complex problems and policy issues; strong short-term and long-term project planning and organizational skills; skill in establishing and managing program performance requirements; skill in working collaboratively and cooperatively with diverse groups in a fast-paced, deadline-orientated environment; ability to plan, organize, and coordinate work assignments among contracted staff; ability to inspire and engage others; ability to perform work with a high degree of attention to detail; ability to work independently and operate effectively within established guidelines and timeframes; ability to work with multiple stakeholders and provide oversight to contracted vendors; ability to think creatively and support creative thinking in others; ability to interpret legal documents such as legislation and contracts; ability to comprehensively and accurately evaluate reports; ability to evaluate and make recommendations for program improvements; ability to exercise judgment and work independently with minimum supervision; and proficiency with Microsoft Excel and other Microsoft Office applications.

Registration or Licensure Requirements:
None

Initial Selection Criteria:
Graduation from an accredited four-year college or university. Additional related work experience may substitute for the required education on a year-for-year basis with a maximum substitution of four (4) years. Experience in project work. Ability to communicate effectively both orally and in writing. Proficiency with Microsoft Excel and other Microsoft Office applications.

Additional Information:
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.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work. Click to following link to download the I-9 form: http://www.uscis.gov/sites/default/files/files/form/i-9.pdf

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

(1) 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;

(2) the Texas military forces as defined by Section 437.001 of Texas Government Code; or

(3) an auxiliary service of one of those branches of the armed forces; and

(4) 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 [Insert Military Code(s) Equivalent for the position you are posting]. 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 Code:
(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.

Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS

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.