Office of Consumer Affairs Director

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: Office of Consumer Affairs Director 
Job Title: Director II 
Agency: Dept of Family & Protectve Svc 
Department: CONSUMER AFFAIRS 
Posting Number: 9527 
Closing Date: 11/21/2025 
Posting Audience: Internal and External 
Occupational Category: Protective Services 
Salary Group: TEXAS-B-27 
Salary Range: $7,015.16 - $11,864.50 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework: Not 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: 8003,8040,8041,8042,10C0,111X,112X,113X,114X,20C0,30C0,40C0,611X,612X,631X,641X,648X,90G0,91C0,91W0 
97E0,SEI15 
 
 

Brief Job Description:

The Department of Family and Protective Services (DFPS) Office of Consumer Relations (OCR) Director performs advanced managerial work providing direction and guidance in strategic operations and planning for the OCR, which receives, investigates and resolves consumer, client and other categories of complaints, and oversees program operations receiving, investigating and resolving complaints regarding Community-Based Care (CBC) vendor operations.  Directs and coordinates OCR programs and supervises program staff. Collaborates with agency programs and leadership, external state agencies, vendors, community partners, advocacy organizations and stakeholders to direct the operations of the program. Provides leadership, oversight and technical guidance regarding program policies, processes, activities and functions. Provides strategic direction and planning for the program and coordinates program activities with division leadership, and program and operations management. Directs the administration of program policies and procedures. Identifies systemic issues, policy conflicts, knowledge and process gaps and deficiencies, and oversees implementation of program improvements. Manages the development, evaluation and implementation of program policies and procedural changes. Develops and implements strategies to improve program processes and oversees application of program strategies and methods. Develops, establishes and facilitates intra-agency and external workgroups, meetings, teams and advisory committees to support program operations. Directs stakeholder outreach initiatives and activities and oversees research functions to develop policies, procedures and best program practices. Serves as a program point of contact for elected officials and directs the analysis of current and proposed legislation impacting the OCR.

Develops standards for achieving program goals and directs program evaluation activities. Directs the implementation of studies, assessments, evaluations, special projects and other tools to evaluate the effectiveness of OCR programs, and deploys new program initiatives. Oversees the development, preparation and dissemination of program productivity reports. Establishes and implements reporting requirements for oversight of program performance measures. Develops the program’s biennial budget and Legislative Appropriations Requests (LAR) for division leadership review, and reviews and approves budget expenditures. Evaluates results of program studies and develops program changes.  Represents OCR at meetings, advisory groups, conferences, workgroups, task forces and committees. Performs other duties as assigned. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Essential Job Functions:

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Directs and coordinates the operations of the Office of Consumer Relations (OCR), which receives, investigates and resolves consumer, client and other categories of complaints, and oversees program operations receiving, investigating and resolving complaints regarding Community-Based Care (CBC) vendor operations.  Collaborates with agency programs and leadership, external state agencies, vendors, community partners, advocacy organizations and stakeholders to develop and direct program Provides leadership, oversight, and technical guidance regarding program policies, processes, activities and functions. Communicates with program leadership regarding substantiated complaints, case management issues and non-compliance. Directs development of training and corrective measures. Oversees review and approval of OCR case determinations regarding final appeals for individuals assigned Designated Perpetrator (DP) beyond the Administrative Review of Investigation Findings (ARIF) process for Child Protective Services (CPS). Directs the administration of program policies and procedures to ensure compliance with applicable state and federal laws, regulations, and agency policies and procedures. Develops and implements long-term program goals and objectives consistent with the agency’s mission and strategic plan. Directs the administration of program activities to promote effective delivery of program services and support functions.  Identifies systemic issues, policy conflicts, knowledge and process gaps and deficiencies, and oversees implementation of program changes and improvements.  Provides consultation for division leadership in the development of the program’s strategic plan. Oversees implementation of program strategies designed to promote effective delivery of OCR services. (25%)

Develops and facilitates intra-agency and external workgroups and advisory committees to review and assess program services, strategies and functions, and to facilitate business process improvements for the program. Plans, organizes, and facilitates intra-agency and external meetings, multidisciplinary teams, workgroups and committees to strengthen program activities and foster collaboration with internal and external stakeholders. Directs stakeholder outreach initiatives and activities, research functions, and the development of various materials and communications regarding OCR programs. Provides guidance regarding program policies, procedures and action issues. Oversees the preparation and dissemination of reports, studies and information relating to program initiatives, policies and procedures. (15%)

Directs, plans, and approves program activities and priorities, develops standards for achieving program goals, and directs program evaluation activities. Develops and directs the implementation of studies, assessments, special projects and other tools to evaluate program effectiveness and strengths and identify areas for improvement. Coordinates the development and proposal of solutions to program issues. Directs the implementation of special projects, initiatives and assignments supporting program activities to assess program efficiencies and productivity measures, and to meet organizational objectives. Develops and disseminates workforce and productivity reports and data to communicate results and recommendations for changes or program improvements. Establishes and implements reporting requirements for OCR program metrics and performance measures to ensure program performance standards are met. (20%)

Hires, manages and provides guidance and professional development for program staff. Provides direct reports with work assignments, clear direction and information on responsibilities and work performance expectations.  Develops work performance plans and conducts performance evaluations at least annually.  Oversees the development and advancement of program staff through training and effective use of employee development plans.   Provides leadership to employees using a performance management strategy and development process to promote employee contribution and includes goal setting and performance development planning. Leads employees to meet the organization's expectations for productivity, quality, and goal accomplishment. (15%)

Develops, reviews, updates and monitors the OCR biennial budget and Legislative Appropriations Requests (LAR) in coordination with division leadership to manage program resources, needs and priorities. Assesses and makes determinations regarding program budget, travel requests and expenditures. Serves as a program point of contact for elected officials. Directs the review of current and proposed legislation impacting the OCR and oversees development of written analyses and fiscal assessments. Represents OCR at meetings, advisory groups, conferences, workgroups, task forces and committees. Serves as a liaison for the program to agency staff and management, internal and external entities and stakeholders. (10%)

Directs key program projects and creates and maintains an efficient and integrated reporting and management structure. Develops, implements, and reviews results of special investigations, internal audits, research studies, and assessments to provide direction and guidance on program policies, processes, goals and improvements, and to promote efficient and effective utilization of program resources and functions. Develops and directs the implementation of studies, assessments, special projects and other tools to evaluate program effectiveness and deploy program initiatives to enhance program functions and services. Provides program metrics and performance data to division leadership regarding the status and progress of program activities and recommends strategies for effective program management and improvements. Performs other duties as assigned. (15%)

Knowledge, Skills and Abilities:

Ability to maintain the security and integrity of the infrastructure per Governor Abbott Executive Order GA-48.  Knowledge of local, state, and federal laws and regulations relevant to state government agencies and public social services.

Knowledge of agency programs and policies.
Knowledge of program planning and implementation.

Knowledge of developing and managing public awareness and promotional campaigns.

Knowledge of the principles and practices of public administration and management.

Knowledge of applicable legal and confidentiality requirements.
Knowledge of related state and federal laws, regulations, policies, rules and requirements.
Knowledge of process improvement or quality assurance systems.
Knowledge of Texas legislative processes, initiatives and public accountability systems.
Knowledge of strategic planning, budget management, human resource management, project management.
Knowledge of the principles of leadership and how to effectively interact with various leadership styles.

Skill in written and verbal communications. 
Skill in overseeing development of written publications and communications.
Skill in gathering and analyzing information.
Skill in public speaking.

Skill in identifying problems, evaluating alternatives, and implementing solutions.
Skill in working collaboratively and cooperatively with diverse groups.

Skill in managing multiple projects and competing priorities.
Skill in demonstrating leadership.
Skill in the use of computers, spreadsheets, databases, and Microsoft Office applications.

Ability to gather, assemble, correlate, and analyze facts.
Ability to prepare clear and concise reports.
Ability to represent the division effectively with key stakeholders.
Ability to work independently with minimal supervision, develop staff and oversee the work of others.
Ability to supervise staff and build a high-performing team.
Ability to make independent judgments.

Ability to demonstrate a high level of diplomacy, tact and discretion.

Ability to effectively direct the work of others.

Ability to manage resources and establish priorities.

Ability to make decisions and solve problems effectively.
Ability to establish and maintain effective working relationships with all levels of agency staff, legislators and their staffs, and external agencies and organizations.
Ability to work effectively and efficiently with minimal supervision.
Ability to develop, implement, communicate and lead an organizational vision which integrates key state and program goals, priorities, values, and other factors.

Ability to implement and use new technology and work processes to enhance decision making.
Ability to clearly articulate facts and ideas.

Ability to negotiate with individuals and groups internally and externally.

Ability to direct and organize program activities.

Ability to establish program goals and objectives that support the strategic plan.

Ability to prepare concise reports.
Ability to think creatively and support creative thinking in others.

Registrations, Licensure Requirements or Certifications: 

NA 

Initial Screening Criteria:

Graduation from an accredited four-year college or university.  

A minimum of fifteen years’ DFPS experience of which seven years have been in the Office of Consumer Affairs. Experience should include data analysis, leading new initiatives, and developing quality assurance tools for process improvement 

Preferred:

Ten years of experience working within the Office of Consumer Affairs is preferred. 

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.