Program Specialist IV

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.

Brief Job Description: 

Performs highly complex (senior-level) consultative services and technical assistance work. Work involves planning, developing, and implementing major agency program(s) and providing consultative services and technical assistance to program staff, government agencies, community organizations, or the general public. May provide guidance to others. Works under limited supervision, with moderate latitude for the use of initiative and independent judgment.

Essential Job Functions (EJFs): 

Performs an array of technical, training, research, planning, policy, program assessment, and administrative activities related to program assignment.

• Conducts research on application issues submitted by field staff from all agency programs to provide resolution

• Provides necessary training to field staff on how to perform tasks in the IMPACT application

Coordinates and collaborates with program staff in program planning, development, implementation, analysis, and documentation of agency program(s)

• Conducts testing and analysis on planned changes to any supported agency applications

• Collaborates with agency leadership and information technology for functionality in the IMPACT application

Coordinates and conducts surveys, inspections, or reviews to determine compliance with certification requirements, laws, regulations, policies, and procedures.

• Reviews application project requirements to ensure compliance with agency policies and applicable laws

• Tests changes made to the IMPACT application to verify functionality does not violate any policies or procedures in place

Provides advice and counsel by interpreting policies, procedures, rules, regulations, and standards related to the program.

• Assists information technology staff to interpret agency policies and procedure changes to be implemented in supported applications

• Serves as a liaison to staff, government agencies, community organizations, or the general public to explain and provide technical assistance on program specifics and requirements.

• Acts as the liaison for agency field staff to ensure requested enhancements to agency applications serve the needs and follow the procedures of the agency

• Assists external users in the proper functionality of agency applications

• Markets program(s) to community and professional groups to encourage and/or improve interest in the program(s) and to secure support for the program(s).

• Works with Community Based Care staff to assist with issues encountered that are unique to the Single Source Continuum Contractor population

• Provide assistance and support to non-agency external users of the supported DFPS applications

Monitors required performance reports and recommends appropriate changes

• Tracks incidents reported through the help desk to recognize defects and trends being reported by agency staff

• Test and recommend fixes to application issues to mitigate down time experienced by agency staff

Monitors and reviews compliance with program policies and procedures, statutes, and rules for assigned program.

• Monitors changes to agency policies for CPS, CPI, APS and Licensing staff to ensure they are followed and enforced in the supported applications

• Assists in testing changes made to the IMPACT application due to legislative updates

• Reviews and evaluates information on service delivery system methods, outputs, activities, and trends to identify gaps in resources and recommends and implements improvements to resolve technical problems.

• Research application issues reported to verify if a defect needs to be submitted and help identify work-arounds to enable field staff to complete work while the identified defect is tested and resolved

• Collect and provide user data to help establish severity of reported issues and defects for agency applications

Analyzes legislation to develop recommendations for policy in programmatic issues relating to the implementation, improvement, and/or expansion or reduction of program funding.

• May be required to review legislative changes to identify any necessary changes to the IMPACT application

• Assist in identifying application process changes that are required as a result of new legislation

• Studies and analyzes operations and problems, prepares reports of findings and recommendations, and prepares justifications for the implementation of procedural or policy changes.

• Submit data fixes with business justification to show agency policies are being followed to correct application data

• Provide videos, summaries and screen shots of application issues to demonstrate necessary changes to agency applications

Collects, organizes, analyzes, and/or prepares materials in response to requests for program information and reports. Evaluates research findings relative to specific projects being developed.

• May be required to test and analyze newly created applications and provide results and feedback to developers

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• Reviews program area functions and operations, identifies areas needing change, and develops plans to improve programs or to address areas of concern.

• Provide information on needed updates and status updates on changes to the liaisons for the different areas of DFPS, including SWI, APS, CPS, CPI and LIC

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• Conducts training and provides guidance to staff in the development and integration of new or revised methods and procedures.

• Provide training for field staff on changes made within the IMPACT application

• Provide training within the unit to aide new team members in the job functions

• Assists in developing program policies, procedures, standards, and manuals in accordance with program objectives and goals.

• Provide feedback on needed changes to training manuals produced for field staff in the use of supported agency applications

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• May analyze the application of and variations within programs to develop action plans for improving or initiating new programs.

• May prepare and evaluate program budget requests.

• May provide guidance to others.

• Provide needed guidance to agency staff and external users of agency applications on proper application processes

•Performs related work as assigned.

Knowledge, Skills and Abilities (KSAs): 

Knowledge of the operations, policies, and procedures used in field work for at least one DFPS program area.

Knowledge of the use of Access or SQL

Knowledge of local, state, and federal laws, policies, and best practices relating to health and human services, business fundamentals, key internal and external customers, and individual and team behaviors

Skill in analytical thinking and ability to solve problems.

Skill in analyzing software applications, defects, and business problems to draw evidence-based conclusions and solutions.

Skill in consensus building.

Skill in consultation and negotiation.

Ability to work independently with limited direction in using initiative and judgment.

Ability to learn DFPS specific applications, technology, and terminology.

Ability to learn customer support processes and techniques.

Ability to communicate effectively both verbally and in writing, clearly document relevant issues, and prepare accurate, concise, reliable reports.

Ability to use office productivity software including Microsoft Office Suite, Access, SQL, and ticket tracking software to gather, modify, and test data.

Ability to handle multiple priorities/projects and meet deadlines with minimal supervision.

Ability to research data requests and completes system data corrections to include manipulation of the system database. 

Initial Screening Criteria: 

Graduation from an accredited College or University with a degree is preferred. Experience can be substituted for education requirement.

Prior experience supporting customers in use of application software.

Customer service orientation and/or prior customer service training.

Two years' experience in at least one DFPS Program area with thorough knowledge of DFPS programs, policy, or use of DFPS internal application is preferred.

Access or SQL experience is preferred.

Additional Information: 

These are full time telework positions and can be filled in any DFPS region. 

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.

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.