CBCU CSR II

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Functional Title: CBCU CSR II 
Job Title: Customer Service Rep II 
Agency: Health & Human Services Comm 
Department: Criminal Background Check 
Posting Number: 10072 
Closing Date: 10/24/2025 
Posting Audience: Internal and External 
Occupational Category: Office and Administrative Support 
Salary Group: TEXAS-A-13 
Salary Range: $3,588.40 - $4,365.66 
Pay Frequency: Monthly
Shift: Day 
Additional Shift: Days (First) 
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: 701 W 51ST ST 
Other Locations:  
MOS Codes: 0100,0111,0170,4133,15P,3F1X1,3F5X1,420A,42A,56M,68G,741X,PERS,RS,SN,YN,YNS 
 
 
 

Brief Job Description:

CBCU CSR II
This position reports to the OOS Team Manager II for the Centralized Background Check Unit (CBCU) of Child Care Regulation (CCR) and will have additional job duties supporting the OOS Team. This position performs complex customer service work and administrative support tasks, with minimal supervision and moderate latitude for the use of initiative and independent judgment. This position provides customer service and responds to public inquiries for information related to background checks for Child Care Regulation. This position works with a team responsible for processing background checks statewide for regulated child care facilities and provides administrative support for processing background checks. The position ensures that background check activities are carried out in accordance with statute, rules, and policy and within designated timeframes. The position is responsible for reviewing and researching specific background check results and may also assist with troubleshooting issues related to background checks. The position works with internal automation systems, including Child Care Licensing Automation Support System (CLASS) and Information Management Protecting Adults and Children in Texas (IMPACT), to process and document all background check actions. The position works closely with internal staff including Department of Family and Protective Services, Legal services, program specialists and field staff; as well as external stakeholders including childcare providers and childcare applicants. This position handles sensitive and confidential information when processing background checks with personal identifying information. This position processes mail and faxes, retains a record management system for tracking background checks, and enters and compiles data related to background check processing.  

Essential Job Functions (EJFs):

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

Receives and processes background check requests and payments. Reviews and researches background check results to determine if the applicant and/or background check subject has specific history that requires further action. Utilizes state agency databases, including CLASS and IMPACT, to conduct research to determine if abuse/neglect history belongs to the subject of the background check. Completes research to process other background check types, including Out-of-State Sex Offender Searches and Fingerprint results, when applicable. (30%)

Processes background check results letters and notifications to background check subjects. Reviews and routes mail and other correspondence. Assists division-wide with fax and mail processing, completes activities within the system applications to maintain data integrity, and maintains individual statistics. Assists in ensuring operations and background check applicants receive background check results notifications via mail or email. (25%)

Provides customer service by responding to child care operation and applicant inquiries by telephone and email regarding background check related matters. Explain rules, regulations, policies, and procedures when communicating with customers. Researches statuses and issues of background checks to solve customer service problems. Provides administrative and technical support by assisting with and resolving customer inquiries. Assists with resolving phone calls from applicants and child care operations through a division support line. (20%)

Maintains activity and tracking logs on background check processing. Enters information into the CLASS database within prescribed timeframes. Documents in CLASS the actions completed to resolve and process background check issues and inquiries. Offers and processes due process for central registry results when applicable. (15%)

Performs other general clerical services and other related work as assigned. Reviews and implements information concerning agency programs and procedures. Assists with special projects for the unit as needed. Attends unit meetings and other division meetings and trainings as required. Performs other duties and related work as assigned required to maintain unit operations. (10%)

Registrations, Licensure Requirements or Certifications:

None

Knowledge, Skills and Abilities (KSAs):

Knowledge of:
• Office practices and administrative procedures.

Skill in:
• Establishing and maintaining effective working relationships, both internally and externally.
• Effective verbal and written communication.
• Working in an office supporting several staff members.
• Working independently in a fast-paced environment.

Ability to:
• Understand written and verbal instructions.
• Interact with all levels of staff.
• Research and analyze data from different sources.
• Effectively handle and prioritize multiple assignments in a dynamic environment.
• Maintain confidential information.
• Operate office equipment including computers, phones, fax machines, copiers, scanners and printers.
• Operate word processing software, such as Outlook, Excel, Word and other computer applications.
Initial Screening Criteria:

• Graduation from high school or equivalent.
• Complete and grammatically correct State of Texas Application.

Preferred Criteria:
• Experience in administrative support, general office clerical or secretarial work or Texas Department of Family and Protective Services or Health and Human Services experience or sixty semester hours from an accredited college or university.
• Bilingual in English and Spanish is preferred.

Additional Information:

This position reports to the OOS CBCU Team Manager

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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 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.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.