OCA Compliance Analyst

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: OCA Compliance Analyst 
Job Title: Compliance Analyst III 
Agency: Dept of Family & Protectve Svc 
Department: Consumer Affairs 
Posting Number: 10880 
Closing Date: 12/03/2025 
Posting Audience: Internal and External 
Occupational Category: Protective Services 
Salary Group: TEXAS-B-23 
Salary Range: $5,098.66 - $8,304.83 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework: Eligible for Telework 
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4900 N LAMAR BLVD 
Other Locations:  
MOS Codes: No military equivalent 
 
 
 

Brief Job Description:

Performs highly complex (senior-level) compliance analysis work for the Office of Consumer Affairs (OCA) involving examining, evaluating, and monitoring records, programs, policies, documents, and/or contracts to ensure conformity with laws, rules, and regulations; and conducting inspection and analysis activities. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

Essential Job Functions (EJFs):

Performs routine compliance reviews that are primarily small or medium in scale to determine compliance with laws, rules, and regulations.

•        Reviews DFPS programs feedback to case-specific complaints and legislative inquiries and DFPS program policy, procedure and applicable statutory laws to ensure the program's compliance with program policies, procedures, statutes, and rules.

•        Provides general information and interpretation of DFPS program policy and procedures to address inquiries about DFPS programs' case-management issues, including Child Protective Services (CPS), Adult Protective Services (APS), Child Care Licensing (CCL), Residential Child Care Licensing (RCCL), and Statewide Intake (SWI) after reviewing and conducting compliance reviews.

Compiles, reviews, and analyzes data to verify documentation.

•        After reviewing and analyzing case documentation, conducts and compiles the final appeal within DFPS for individuals identified with the role of Designated Perpetrator beyond the Administrative Review of Investigation Findings process.

•        After verifying case documentation, reviews, analyzes and collects feedback to provide to DFPS executive staff regarding high profile or sensitive DFPS program cases. 

•        Analyzes DFPS case documentation and reviews and/or compiles feedback for regional staff regarding outcome of the complaint. Regional staff uses this data towards program improvement.

Conducts internal inspection of compliance issues.

•        Accurately and completely documents incoming case management complaints after conducting case documentation inspections to determine department/agency compliance; provides information about the OCA and the related services that are provided; and provides verbal feedback to OCA clients regarding DFPS case management policies and procedures to ensure compliance in accordance with program’s guidelines. 

•        Conducts internal inspections of compliance concerns by assigning complaints to appropriate OCA staff, reviews those assignments for quality assurance and compliance, prioritizes tasks and manages scheduling leave arrangements. 

•        Acts as a liaison between DFPS, the HHS enterprise, and legislative offices to explain DFPS programs and their policies and procedures as well as address case-specific issues to ensure program’s compliance.

Identifies issues regarding compliance with regulations or standards that require follow-up.

•        Acts as a liaison between DFPS and legislative offices to explain DFPS programs and their policies and procedures as well as address case-specific issues regarding constituent concerns and follows up as necessary.

•        OCA identify non-compliances with regards to DFPS policy on case-specific complaints. This data is routinely provided to DFPS regional staff and the DFPS excutive staff for action they deem necessary.

Verifies compliance with specific requirements by conducting desk and/or onsite reviews.

•        Uses automated systems, including IMPACT and CLASS to initiate reviews and research regarding case-specific complaints and submit requests for DFPF program feedback.

•        After conducting reviews, notifies state and regional CPS, APS, CCL, RCCL and SWI administration of substantiated complaints, identifies specific case management issues that were not in compliance with statutory law, DFPS program rules, policies and procedures. 

•        Conducts desk reviews and verifies compliance of whether Texas Family Code definitions of abuse/neglect have been met through the final appeal review process within DFPS for individuals identified with the role of Designated Perpetrator beyond the Administrative Review of Investigation Findings process for CPS.

Maintains, updates, and assesses data in an internal tracking system.

•        OCA maintains data related to compliance with DFPS policies through the HEART database system and internal excel spreadsheets. This data is updated monthly or more frequently as needed.

•        Uses automated systems, including IMPACT and CLASS, to initiate and assess research regarding case-specific complaints and submit requests for DFPF program feedback.

•        Establishes systems for management of special outreach projects, including planning, maintaining, and updating activities and organizing staff and resources to bring greater awareness of OCA services.

Maintains and assesses documentation of compliance activities, such as complaints received or investigation outcomes.

•        Notifies and documents state and regional DFPS program administration of substantiated complaints, identifies specific case management issues that were not in compliance with statutory law, DFPS program rules, policies and procedures, and shares trend analysis of OCA data with DFPS executive staff, state and regional program administration for corrective action purposes, including training and mentoring opportunities.

•        Communicates directly with DFPS clients, the public and external stakeholders that contact the OCA who feel that they have been treated unfairly by DFPS and provides general information and interpretation of DFPS program policy and procedures to address inquiries about DFPS programs' case-management issues relating to DFPS programs.

•        Coordinates work with state and regional program administration throughout the complaint process and provides consultation and technical assistance to administrators regarding the interpretation and application of DFPS program policy and procedure.

•        Works and collaborates with the Foster Care Ombudsman for HHSC regarding complaints received from youth in CPS care.

•        In order to acquire and stay abreast of new compliance adherence and/or investigation activities, attends agency trainings such as Lunch and Learn and DFPS collaboration meetings which provides staff on up to date evidentiary validation.

•        Establishes inter/intra-agency network of individuals to assist in complaint resolutions and/or referral process and establishes departmental processes for assessing case compliance and documentation for assigned cases.

•        Maintains and provides written correspondence providing investigation outcome feedback to each complainant.

Performs statistical sampling of data.

•        Reviews, analyzes and provides verbal and written feedback after conducting reviews of data to DFPS executive staff regarding high profile or sensitive DFPS program cases. 

•        Conducts internal case reviews after reviewing applicable data.

•        Shares trend analysis of OCA data with regional and state office administration for corrective action purposes, including training and mentoring opportunities.

Review contracts, grants, and other legal documents.

•        Reviews applicable documents and responds to inquiries for information from other federal and state social service agencies.

•        Accepts, reviews, documents, researches, and works towards resolution of client complaints, the preparation of responses to general inquiries from the public, and preparation of responses to specific inquiries from legislative offices.

•        Reviews and addresses appeals of CPS case findings.

Perform compliance reviews that are primarily highly complex in nature or large in scale and/or oversees others who perform compliance reviews, including coordinating assignments and monitoring activities.

•        Accurately and completely documents incoming case management complaints including conducting compliance reviews; reviews and provides information about the agency's consumer affairs program and the related services that are provided; coordinating assignments, and provides verbal feedback to OCA clients regarding DFPS case management policies and procedures. 

•        Oversees special projects and executes compliance reviews relating to OCA services; including monitoring the development or revision of OCA handbook, recommending changes to existing OCA program based on quality assurance practices and feedback and formulating action plans to achieve recommended changes.

•        Conducts and oversees on-the-job training for new OCA employees, including staffing case assignments of open complaints, recommending specific actions regarding the management of DFPS complaints, and makes appropriate recommendations to staff to enhance employee development. 

Performs related work as assigned.

Knowledge, Skills and Abilities (KSAs):

Knowledge of the relevant federal and state rules and regulations; contract monitoring; and statistical concepts, methods, and models.

Knowledge of Department of Family and Protective Services policy and procedure; case management principals, standards and methods; complaint resolution techniques and best practices; local, state and federal laws and regulations related to abuse, neglect and exploitation of the elderly and adults with a disability; crisis intervention as well as abuse and neglect of children; public administration and management techniques; statistical analysis processes; budget processes; research techniques; and training techniques.

Skill in conducting data searches and evaluating large amounts of data, in customer service, in preparing concise and accurate reports, and in the use of a computer and applicable software.

Skill in preparing recommendations.

Skill in working with difficult customers.

Skill in providing strong customer service.

Skill in analyzing case management actions and situations.

Skill in delivering presentations to groups through either practiced or extemporaneous oral presentations.

Skill in identifying measures or indicators of program and staff performance and in operating a computer and applicable software.

Skill in providing training to OCA employees.

Skill in project management; including, setting priorities, arranging for resources and consulting and meeting with external stakeholders.

Ability to identify problems, evaluate alternatives, and implement effective solutions; to maintain effective working relationships; and to communicate effectively.

Ability to oversee and/or supervise the work of others.

Ability to interpret and apply DFPS OCA policies and procedures.

Ability to document client complaints accurately and completely.

Ability to communicate effectively, either orally or in writing.

Ability to analyze highly complex information and/or situations.

Ability to communicate effectively with peers and to provide guidance and recommendations to peers regarding complaint management issues.

Ability to gather, assemble, correlate, and analyze factors; establish goals and objectives, devise solutions to administrative programs; and to plan and assign the work of others.

Registrations, Licensure Requirements or Certifications: 

NA 

Initial Screening Criteria: 

Graduation from an accredited four-year college or university.  

A minimum of 10 years’ DFPS experience should include investigative and/or case management field experience and some DFPS managerial experience is preferred but not required. Experience should include knowledge of agency policy for CPI,CPS, APS, and SWI as well as knowledge of DFPS’s Community Based Care initiatives. 

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.