Program Specialist IV

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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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Functional Title: Program Specialist IV 
Job Title: Program Specialist IV 
Agency: Dept of State Health Services 
Department: VS Amendments&Issuance Branch 
Posting Number: 6667 
Closing Date: 09/08/2025 
Posting Audience: Internal and External 
Occupational Category: Business and Financial Operations 
Salary Group: TEXAS-B-20 
Salary Range: $4,263.16 - $4,950.00 
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: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 1100 W 49TH ST (DHR) 
Other Locations:  
MOS Codes: 16GX,60C0,611X,612X,63G0,641X,712X,86M0,86P0,88A0,88B0,8U000,OS,OSS,PERS,YN,YNS 
 
 
 

Brief Job Description:

As a Program Specialist IV (Team Lead) you will work under the direction of the Manager with limited supervision and moderate latitude for the use of initiative and independent judgment; serves as senior technical subject matter specialist for Vital Records, Issuance, Adoption, Paternity &/or Amendment case management. Under the Manager, serves as Team Lead for team comprised of Customer Service Representative IVs and Vs. Monitors, reviews, and evaluates performance reports and compliance with program policies & procedures, but does not have decision making authority independent of the manager. Performs highly complex consultation on customer service and technical subject matter. Monitors goals/objectives, reviews program policies & procedures, and evaluates compliance within program operations. Assists in the preparation & development of policies and procedures. Collects, analyzes, and prepares materials in response to requests for information and reports. Maintains an understanding of Texas statutes, policies & procedures, rules & regulations and provides guidance to staff. Identifies gaps, makes recommendations and/or resolutions relating to issues for record issuances & changes. Works in processing of Vital Records, Adoptions, Paternities, Birth & Death Amendments, Legal Name Changes, Disinterment Permits, work relating to Texas Statutes, and Rules & Regulations for administrative staff, the public, local registrars & governmental officials, and issuance of verification or certificates of vital records. Handles Legislative contacts & analysis of Legislative bills. Responsible for quality assurance activities & performance and compliance reports. Reviews functions and operations, identifies areas needing change, and develops improvement plans. Submits problems, findings, and recommendations of quality assurance, performance and compliance reports to Management and works with Manager to implement improvement processes for a higher standard of work output. Conducts training in assigned work area, provides guidance to staff on current and new procedures, and develops associated training materials. Provides ongoing monitoring, review, & evaluation of Vital Statistics case management operations, to ensure compliance with all laws and regulations.

Essential Job Functions (EJFs):

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

Serves as senior technical subject matter specialist for Vital Statistics teams. Serves as Team Lead and organizes work for Customer Service Representative IVs and Vs on the team. Monitors, reviews, and evaluates performance reports and compliance with program policies & procedures but does not have decision making authority independent of the manager. Is knowledgeable in interpreting Texas Statutes, rules and regulations and provides guidance to staff. Identifies gaps, makes recommendations and/or resolutions relating to issues for record issuances and changes. Works in processing of Vital Records, Adoptions, Paternities, Birth and Death Amendments, Legal Name Changes, Disinterment Permits, work relating to Texas Statutes, and rules and regulations for administrative staff, the public, local registrars and governmental officials, and issuance of verification or certificates of vital records. Performs highly complex customer service duties. Coordinates work issues with other teams, Team Leads, and Managers within Vital Statistics. Ensures security of confidential records and information in automated electronic reporting system. Handles Legislative contacts and Legislative bill analysis.

Provides ongoing monitoring, review, and evaluation of Vital Statistics case management operations, to ensure compliance with all laws and regulations. Monitors team’s attainment of goals and achievements related to customer service. Assists with identifying goals, objectives, and developing guidelines to ensure effective operations. Analyzes quality and performance reports to plan and coordinate workflow. Conducts training in assigned work area, provides guidance to staff on current and new procedures, and develops associated training materials. Assists in the preparation and development of policies and procedures. Collects, analyzes, and prepares materials in response to requests for information and reports. Ensures technical and administrative staff are thoroughly trained to process Vital Records, Adoptions, Paternities, Birth and Death Amendments, Legal Name Changes, Disinterment Permits, and Certifications. Monitors goals and objectives, reviews program policies and procedures, and evaluates compliance within program operations. Conducts periodic audit investigations to ensure compliance with internal security policies and procedures. Responsible for quality assurance activities & performance and compliance reports. Reviews functions and operations, identifies areas needing changes and develops plans to implement improvements. Submits problems, findings, and recommendations of quality assurance, performance and compliance reports to Management and works with Manager to implement improvement processes for a higher standard of work output.

Conducts team meetings and workgroups to identify priorities or potential problem areas. Participates in the development of policy and procedural manuals related to Issuance and Expedited Customer Service issues and makes recommendations to manager. Resolves customer complaints related to the issues of Vital Records, Adoptions, Paternities, Birth and Death Amendments, Legal Name Changes, Disinterment Permits and Issuance. Responds to complaints and inquiries in a timely manner via direct contact, e-mail, telephone, or correspondence. Handles legislative contacts and analysis of legislative bills. Performs job planning duties and performance metric analysis to identify trends related to assigned work area.

Performs 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.  

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

Knowledge of Texas Vital Statistics laws, policies, procedures and regulations.

Knowledge of computer software, Microsoft office products and Windows.

Knowledge of customer service practices and administrative procedures.

Knowledge of Vital Statistics security policies and procedures.

Skill in:

Skill in customer service.

Skill in identifying performance measures or indicators.

Skills to operate a computer and utilize software such as Word, and Windows.

Skill to set priorities and goals for accomplishing workload within limited time frame and in a fast paced environment.

Skill to perform tasks with a high degree of accuracy and paying close attention to detail.

Skills in verbal and written communication

Ability to:

Ability to respond to customer inquiries in a timely manner.

Ability to perform quality assurance activities for adherence to policies and procedures.

Ability to work with confidential records/files/information.

Ability to plan, establish priorities, make decisions and recommendations.

Ability to assess workflow and resolve workflow issues

Registrations, Licensure Requirements or Certifications: N/A

Initial Screening Criteria:

Required:

High school graduation or GED.

Minimum of three (3) years of customer service experience via direct contact, business letter, email and telephone.

Experience interpreting policies, procedures and regulations, local, state or federal legislation and/or unit rules and regulations.

Relevant work experience utilizing computers with Microsoft Office Software, including Word, Outlook and Excel.

Experience working with confidential records and information.

Experience organizing workloads, setting priorities and meeting deadlines.  

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