Manager III

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: Manager III 
Job Title: Customer Services Rep IV 
Agency: Dept of Family & Protectve Svc 
Department: Central Background Check Unit 
Posting Number: 9893 
Closing Date: 10/17/2025 
Posting Audience: Internal and External 
Occupational Category: Protective Services 
Salary Group: TEXAS-A-17 
Salary Range: $3,581.33 - $5,372.41 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework: Eligible for Telework 
Travel: Up to 20% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4900 N LAMAR BLVD 
Other Locations:  
MOS Codes: 0100,0111,0170,4133,15P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS 
 
 
 

Brief Job Description:

The Department of Family and Protective Services (DFPS) Background Check (BC) Customer Service Representative IV serves as a team lead. Position performs advanced (senior-level) customer service work, providing external customer service support and receiving and responding to public inquiries for information and/or state services. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. This position serves as subject matter expert for Central Registry and reportable conduct background checks.  Position assists the manager with quality assurance tasks within the unit. 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 provides 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 communicate the results regarding individual applications for central registry background checks in IMPACT in accordance with applicable program and agency policies and procedures.
• Documents background check results and communicate the results regarding reportable conduct requests received through the SEMARC system by other state agencies in accordance with applicable program and agency policies and procedures.
• Manages unit mailbox and respond to customer inquiries.

Communicates with the public in person; by telephone, email, mail; or online.

• Provides support by phone, letter or email for internal and external stakeholders regarding central registry and reportable conduct 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.
• Receives reportable conduct check requests and enters required fields (i.e. case number, date of investigation, and findings) into the SEMARC system to be available for the requesting state agency.

Receives and reviews documents for completeness and accuracy.

• Reviews submitted personal information submitted for background checks for accuracy. May communicate with the requestor or subject to collect identifying information to confirm personal data entered.
• Reviews all potential matches received through the reportable conduct check to ensure that complete results are released.

Reviews and routes mail and other correspondence.

• Manages unit mailbox and routes inquiries for assignment as appropriate.

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 Information Management Protecting Adults and Children in Texas (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.

Prepare, interpret, and disseminate information concerning agency programs and procedures.

• Provides information when requested to DFPS staff, government agencies, external volunteer agencies, and the general public in regards 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.

Create and maintain activity logs, files, and reports on services.

• Documents and tracks communications related to State Office Administrative Hearing (SOAH) requests.
• Maintains SOAH logs for accuracy and updates results as received.

Interpret and explain 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.

Coordinate the entry of information into databases and ensure letters and other correspondence to customers are accurately processed.

• Position assists manager in assigning of daily work and tracking completion of those assignments.

Develop administrative or operating procedures and guidelines.

• Position will be responsible for creating and maintaining Central Registry and Reportable Conduct check procedure manual.

Resolve complex customer service problems.

• Responsible for researching and assisting customers with complex technical assistance navigating the system.
• Responsible for reporting technical problems to appropriate IT support.

Review activity logs, files, and reports on services.

• Maintains assignment logs.
• Responsible for pulling pending assignment report and following up with staff assigned to the check.

Review documents for accuracy and completeness.

• Position will assist manager in completing quality assurance reviews on background checks processed by unit staff to ensure checks

Provide training assistance on customer service programs within an agency.

• Conducts trainings with unit staff on identified areas of improvement found from quality assurance efforts.
• May conduct presentations with other programs within the agency on unit services.

Coordinate various customer service support work.

• Compose communications for various stakeholders and staff with updates to policy and procedure.

Develop and conduct training on customer service programs within an agency.

• Conducts trainings with other programs in the agency on services provided by the unit.

Evaluate customer service processes and procedures.

• Use results found in quality assurance reviews to identify trends and report those findings to management.

Serve as the primary point of contact for a program, division, or department.

• As a team lead, this position will be a point of contact for unit staff to ask questions and seek guidance/assistance while conducting background checks.
• Serves as the subject matter expert for Central Registry and Reportable Conduct checks and may be involved in various IT projects, including testing updates made to the system.

Resolve highly complex customer service problems.

• Provides high level technical assistance to customers experiencing problems with the system.
• Will provide support to unit staff when troubleshooting customer service problems that arise.

May serve as a team lead.

• Position will cover for the manager in their absence.

Performs related work as assigned.

Knowledge, Skills and Abilities:

• Knowledge of customer service practices and administrative procedures.

• Skill in the use of standard office equipment and software.

• Ability to respond to public inquires in a timely manner; to interpret rules, regulations, and policies; and to communicate effectively.

• Ability to implement and evaluate the effectiveness of new and current procedures and systems, and to provide guidance to others.

• Ability to maintain the security and integrity of the infrastructure per Governor Abbot Executive Order GA-48.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Experience in customer service, clerical, or administrative support work. Graduation from a standard senior high school or equivalent is generally preferred. Experience and education may be substituted for one another.

Experience working in Background Checks is preferred.

Additional Information:

N/A

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.