Constituent Services Program Specialist IV

DSHS is committed to hiring skilled and dedicated individuals who share a passion for public health to pursue our vision of A Healthy Texas. If you are looking to make an impact and tackle new challenges, we encourage you to consider a career with us.

Employee Benefits:

DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS). To learn more about all the benefits available to you as a DSHS employee and other DSHS opportunities for early career pathways, visit the DSHS Careers Page.

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Brief Job Description:

Vital Statistics Constituent Services PS IV works under the direction of the Constituent Services Manager, with limited supervision, in a team environment to improve communications and customer service for the DSHS Vital Statistics Section (VSS). Work performed requires extensive specialized knowledge of vital statistics statutes, rules, security policies, program software and public health initiatives related to the collection of demographic and statistical data on vital records. Utilizing a moderate latitude of initiative and independent judgement, performs highly advanced senior-level monitoring and oversight of communications and customer service related to timely vital records registration and issuance in Texas. Serves as a key contact person between VSS and stakeholders, customers, and legislative offices, providing advanced consultative and technical assistance and information, on vital statistics initiatives and operations. Reviews, edits, and prepares webpages, presentations, newsletters, brochures, handbooks, and other documents promoting Vital Statistics. TxEVER (Texas Electronic Vital Events Registrar). 

Essential Job Functions (EJFs):

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

Performs highly advanced senior-level communications with stakeholders, customers, and legislative offices related to delivery of Vital Statistics services. Performs monitoring, oversight, and clarification of communications related to timely vital records registration and issuance in Texas. Maintains a high degree of confidentiality and professionalism. Serves as the key contact person for the state Vital Statistics Section, providing advanced consultative and technical assistance and information to stakeholders, customers, and legislative offices on vital statistics initiatives. Receives and coordinates customer and legislative inquiries and complaints from Government Affairs, DSHS Customer Service, HHS Ombudsman, and others and works with appropriate staff to resolve customers’ issues and concerns. Resolves issues related to service escalations. Coordinates with VSS staff to ensure timely order fulfillment. (40%)

Communicates legislative and/or policy changes to stakeholders. Serves as an internal and external policy expert for stakeholders and the general public, providing material consultative services and statute interpretation. Facilitates high-level written and verbal communications on program webpages, reference materials, handbooks, forms and brochures. Oversees the production and content of website information, a VSS newsletter, articles for external agency publications, and official correspondence. Coordinates with state and federal agencies, stakeholder associations and public health programs to promote vital statistics. Participates in planning regional and annual conferences and seminars, and assists with design and production of presentations, seminars, and special training/educational programs. May speak to elected official and source-provider groups regarding vital statistics and registration issues. (35%)

Manages the development and coordination of special projects and work plans to improve the delivery of services and operations affecting the Vital Statistics program with an emphasis on positive customer-focused outcomes. Utilize effective techniques for implementing and assessing program projects, including project management principles, continuous improvement methodologies, performance measures, surveys, statistical data analysis and stakeholder workgroups. May supervise or be assigned as a member of a specialized interdisciplinary team to respond to statewide improvement efforts, stimulate interest and to secure support for ongoing and new initiatives. Analyzes legislation (i.e. riders, bills, TAC), conducts fiscal impacts and develops recommendations for improving policy and programmatic functions relating to the implementation of legislative initiatives. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. (20%)

Conducts other duties as assigned by the Manager. Other duties as assigned may include actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location. (5%)  

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

Knowledge of polices regulations and rules of the vital statistics program.

Knowledge of public health perspective in relation to vital records registration.

Knowledge of and ability to work with confidential records.

Skill in:

Skill in monitoring providers for compliance.

Skill in public speaking and making presentation to large and diverse groups.

Skill in analyzing and evaluating highly complex program and policy issues.

Skill in implementing continuous improvement methodologies on assigned projects.

Skill in project management.

Skill in the use of performance measures, surveys and statistical data analysis.

Skill in communicating effectively both orally and in writing.

Skill in the use of computer and related equipment including program vital registration software and Microsoft Office to include email, word processing, spreadsheet, database, or presentation software programs.

Skill in website programing and design.

Skill in establishing and maintaining effective working relationships, including the ability to work with people under pressure, negotiate among multiple parties, and resolve conflicts

Ability to:

Ability to identify problems, evaluate alternatives, and implement effective solutions.

Ability to interpret statutes and guidelines to stakeholders and the public.

Ability to analyzes legislation (i.e. riders, bills, TAC), conducts fiscal impacts and develop recommendations for improving policy and programmatic functions relating to the implementation of legislative initiatives.

Ability to develop work plans, coordinate administrative assignments, and adhere to strict deadlines. Ability to lead work groups, projects, and meetings.  

Registrations, Licensure Requirements or Certifications: N/A

Initial Screening Criteria:

Required:

High school graduation or GED.

2 years experience handling confidential and complex time-sensitive problems.

2 years experience communicating verbally and in writing with diverse professionals, customers, government officials and/or the general public.

Experience in organizing workload, setting priorities and meeting deadlines.

Experience in preparing training and/or educational materials.

Experience in analysis of public policy regarding escalated queries. 

Additional Information:

This position is required to be on-site and to ensure business continuity, daily attendance is key.

To be considered for an interview, applicants must demonstrate a clear match to all initial criteria in the EMPLOYMENT HISTORY and SUMMARY OF EXPERIENCE SECTIONS of the application. Resumes will not be considered.  

Active Duty, Military, Reservists, Guardsmen, and Veterans:

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 for this position. For more information see the Texas State Auditor’s Military Crosswalk at https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747 or via email at HHSServiceCenter.Applications@ngahrhosting.com.

Salary Information, Pre-employment Checks, and Work Eligibility:

• The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds.
• Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
• DSHS uses E-Verify. You must bring your I-9 documentation with you on your first day of work.  Download the I-9 form