Management Analyst I

WHY WORK FOR DFPS?

The Texas Department of Family and Protective Services (DFPS) is responsible for protecting the unprotected — children, elderly, and people with disabilities — from abuse, neglect, and exploitation. DFPS accomplishes this responsibility by employing over 12,000 workers who live up to the agency's Mission, Vision, & Values in service to the citizens of Texas. DFPS is not only a qualifying organization for the Public Service Loan Forgiveness Program but also offers excellent health benefits, special discounts on many products and services through the Discount Purchase Program, longevity pay, generous paid leave, access to the Wellness program, lifetime retirement annuity, Texa$aver 401(k) and 457 Programs under the Employees Retirement System of Texas.

Functional Title: Management Analyst I 
Job Title: Management Analyst I 
Agency: Dept of Family & Protectve Svc 
Department: SWI Program Support & Training 
Posting Number: 10633 
Closing Date: 11/27/2025 
Posting Audience: Internal and External 
Occupational Category: Protective Services 
Salary Group: TEXAS-B-19 
Salary Range: $4,020.33 - $6,335.66 
Pay Frequency: Monthly
Shift: Day 
Additional Shift: Evenings (Second) 
Telework: Eligible for Telework 
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 2401 RIDGEPOINT DR 
Other Locations: Abilene; Alamo; Alice; Alpine; Alvin; Amarillo; Anahuac; Andrews; Angleton; Anson; Aransas Pass; Archer City; Arlington; Athens; Atlanta; Austin; Bacliff; Ballinger; Bandera; Bastrop; Bay City; Baytown; Beaumont; Bedford; Beeville; Bellville; Big Spring; Boerne; Bonham; Borger; Bowie; Brady; Breckenridge; Brenham; Brownfield; Brownsville; Brownwood; Bryan; Burnet; Caldwell; Cameron; Canton; Canutillo; Carlsbad; Carrizo Springs; Carrollton; Carthage; Center; Centerville; Childress; Clarksville; Cleburne; Cleveland; Coldspring; Columbus; Conroe; Copperas Cove; Corpus Christi; Corsicana; Crockett; Crosby; Crystal City; Cuero; Cypress; Daingerfield; Dallas; Decatur; Del Rio; Denton; Dickinson; Dumas; Duncanville; Eagle Pass; Eastland; Edinburg; El Paso; Elgin; Elsa; Ennis; Fabens; Falfurrias; Floresville; Fort Stockton; Fort Worth; Fredericksburg; Gainesville; Galveston; Garland; Gatesville; Georgetown; Giddings; Gilmer; Goliad; Gonzales; Graham; Granbury; Grand Prairie; Grapevine; Greenville; Hallettsville; Hamilton; Harlingen; Haskell; Hearne; Hemphill; Hempstead; Henderson; Hereford; Hillsboro; Hondo; Houston; Humble; Huntsville; Hurst; Irving; Jacksonville; Jasper; Johnson City; Jourdanton; Karnes City; Katy; Kaufman; Kerrville; Killeen; Kingsville; Kingwood; Kirbyville; La Grange; Lake Jackson; Lake Worth; Lamesa; Lampasas; Lancaster; Laredo; Levelland; Lewisville; Liberty; Linden; Littlefield; Livingston; Llano; Lockhart; Longview; Lubbock; Lufkin; Lumberton; Madisonville; Marble Falls; Marfa; Marlin; Marshall; Mcallen; Mckinney; Mercedes; Meridian; Mesquite; Mexia; Midland; Mineola; Mineral Wells; Mission; Monahans; Mount Pleasant; Mount Vernon; Nacogdoches; Navasota; New Boston; New Braunfels; Odessa; Orange; Palestine; Pampa; Paris; Pasadena; Pearland; Pearsall; Pecos; Perryton; Pharr; Pittsburg; Plainview; Plano; Pollok; Port Arthur; Port Lavaca; Presidio; Quitman; Raymondville; Refugio; Richardson; Richmond; Rio Grande City; Robstown; Rockwall; Rosenberg; Round Rock; Rowlett; Rusk; San Angelo; San Antonio; San Benito; San Juan; San Marcos; San Saba; Schertz; Seguin; Seminole; Seymour; Sherman; Silsbee; Sinton; Snyder; Socorro; Sonora; South Houston; Stephenville; Sugar Land; Sulphur Springs; Sweetwater; Taylor; Temple; Terrell; Texarkana; Texas City; The Woodlands; Tomball; Trinity; Tyler; Uvalde; Van Horn; Vernon; Victoria; Waco; Washington; Watauga; Waxahachie; Weatherford; Webster; Weslaco; Wharton; Wichita Falls; Woodville; Zapata 
MOS Codes: 0510,0570,4502,4505,8016,8840,8852,8862,8870,11A,11Z,14FX,165X,171X,35PX,37A,37F,3N0X6,46A,612X,632X 
641X,70A,70D,70E,712X,732X,INF,IS,SEI13,SEI15,YN,YNS 
 
 

Brief Job Description:

Under the direction of the Floor Manager at the Statewide Intake Workforce Management department, performs moderately complex (journey-level) professional organizational and policy analysis work involving conducting organizational studies and evaluations, analyzing systems and procedures, conducting work simplification studies, and preparing operations and procedures manuals to assist management in operating more efficiently and effectively.  Assists with or manages the daily activities of the Workforce Management unit. Works under general supervision, with limited latitude for the use of initiative and independent judgment. May routinely assist others in performing work of greater complexity.

Essential Job Functions (EJF):

• Collects and analyzes data in areas such as workload, administrative practices, staff utilization, organizational structure and development, or space utilization.
• Collects and analyzes Workforce Management data, such as contact hold times, workload volumes, occupancy rates, and absentee statistics, etc. to optimize workflow and meet contact center and legislative mandates.
• Supports, plans, and implements the daily activities of the Workforce Management unit.
• Utilizes collected data for staffing and floor support schedules, obtains intake staff and supervisor coverage based on call volume, hold times, planned and unplanned absences, and internal and external events, to ensure the call center’s productivity standards are met.
• Develops, or provides input with development of, Workforce Management training materials for Statewide Intake staff.
• Monitors and reviews current organizational, procedural, or operational systems for effectiveness, efficiency, and conformance to established guidelines.
• Monitors Statewide Intake staff compliance of and adherence to established Workforce Management guidelines and procedures through real-time observations and the use of historical data.
• Coaches and trains Workforce Management Administrative Assistants.
• Assists with and perform position control activities, to include tracking vacant and occupied program positions, and recommending shift changes to maximize SWI coverage, including the maintenance of documents that reflect updated position, shift, full-time-equivalency count, and vacancy information, as needed.
• Assists with and offer vacancies internally to reduce staff turnover and process Human Resources forms, as needed. Updates and provides vacancies to Statewide Intake hiring authorities with vacancies for new hires to sustain an adequate workforce.
• Consults with management to initiate studies; identify priorities; and define study scope, purpose, objectives, time frames, and resource requirements.
• Researches and interprets workforce and personnel policies and procedures for and to staff.
• Research historical, current, and projected data to identify problems, causes, and areas for which procedural or system changes are indicated.
• Provides other Statewide Intake areas with data collection and analysis and assists with business process improvement strategies for improvement and implementation.
• Cross trains and gains familiarity with the other Statewide Intake operations areas to optimize call center business continuity.
• Develops, or assists with, unit goals and priorities and ensures alignment of such goals and priorities with the overall Statewide Intake contact center to optimize services to staff and the public.
• Analyzes new or proposed legislation or regulations to determine their effect on program operations and management.
• Regularly participates in leadership, management, and policy department originated workgroups to address identified areas of concern and assist with process improvement and change.
• Participates in Statewide Intake information technology related planned and unplanned downtime events.
• Leads the Workforce Management unit in the absence of the Floor Manager.
• Provides guidance to Workforce Management administrative staff on floor management tasks, responding to Statewide Intake staff, leadership, and management inquiries, and special project execution.
• Facilitates and oversees SWI Random Moment Time Studies (RMTS) program and ensures Intake Specialists complete studies timely and accurately to receive and maximize DFPS funding. Corrects studies as needed. Facilitates and leads planned and unplanned RMTS system downtimes
• Develops recommendations for improvement and corrective action to standardize or improve organizational systems.
• Reviews and makes recommendations of Workforce Management industry developments through software and vendor research.
• Conducts studies of employee or organizational efficiency and productivity and recommends changes or improvements in organization, staffing, work methods, and procedures.
• Performs, or assists with, the contact forecasting process and the research and implementation of solutions for improving forecast accuracy.
• Researches, interprets, and analyzes leadership and management team requests for staff data to identify employee and program efficiency and productivity. Makes recommendations for improvement and change based on findings.
• Troubleshoots Workforce Management specific systems and Statewide Intake utilized platforms and communicates and escalates system errors to Statewide Intake information technology partners.
• Performs related work as assigned.

Knowledge, Skills and Abilities (KSA):

• Knowledge of SWI and DFPS general policies and procedures.
• Knowledge of contact center and customer care practices.
• Knowledge of general office practices and administrative procedures.
• Knowledge of workforce management practices and workforce management software applications.
• Skill in analyzing work processes and identifying alternate approaches and solutions to improve department operations.
• Skill in operating computers, computer software, and general office equipment.
• Skill in organizational development and management practices as applied to the analysis, evaluation, development, and implementation of programs, policies, and procedures
• Skill in methods, procedures, and analysis techniques.
• Ability to implement work simplification methods.
• Ability to complete statistical analysis.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Graduation from a senior high school or equivalent. Workforce Management software experience preferred. Team Lead experience preferred.

Additional Information:

This is a telework position and can be filled anywhere within the state of Texas. The schedule for this position will likely include a weekend day. Selected candidates will complete an in-basket exercise.

The work shift for this position will be evenings.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions.

Applicants selected for hire must pass a background check and if applicable a driver’s record check.

State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code. Applicants selected for hire comply with this code by completing related training and abiding by agency cybersecurity and communications system usage policies.

As a state agency, DFPS is required by 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. 

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS 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/DFPS 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.