EBT Operations Call Center Lead

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The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Program Specialist IV position within Access and Eligibility Services (AES), Lone Star Business Services (LSBS). AES is driven by its mission to connect Texans to services by helping individuals and families in need of food, medical care, cash assistance and other social services. The ideal candidate will thrive in an environment that emphasizes innovation through new ideas, striving for excellence by taking pride in their work, embracing differences as a source of strength, accomplishing more through partnership, leading by example, and learning for continuous improvement. The successful candidate will be part of a team that connects clients with their Supplemental Nutritional Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) Benefits.  The position serves as the Electronic Benefit Transfer (EBT) Call Center Lead and will perform moderately complex duties to support daily operations of the EBT Program as a member of the EBT Operations team. The EBT Call Center Lead performs systems testing duties related to Call Center operations, serves as the liaison between internal and external stakeholders and the Call Center, and conducts vendor performance monitoring of EBT Call Center functions. Work includes documenting vendor performance and overseeing vendor corrective actions where appropriate. Performs duties related to EBT operations, including client support and user account management of the EBT administrative system and EBT Archive Database. Assists with project management and reporting associated with EBT Call Center projects, operations and tasks. Works with EBT contract managers, financial analysts, project managers and other internal and external stakeholders to analyze program needs and resolve business and technical issues.

Essential Job Functions:

1. Serves as a member of the EBT Operations staff to complete daily operational assignments such as responding to EBT client and retailer questions and complaints and Texas EBT Administrative terminal user account maintenance. (20%)
2. Serves as the EBT Operations Call Center Lead to ensure EBT vendor conformance with contract and service level requirements. (25%)
3. Assists in overseeing the implementation of new applications and/or enhancements to existing EBT and Call Center systems. (10%)
4. Serves as a backup to the day-to-day operations of the EBT Archive Database and approves user access to the database. (5%)
5. Performs contract monitoring activities including scheduling and conducting on-site and desktop monitoring, documenting results, and tracking vendor corrective action plans in a manner that ensures that vendor operations are performed according to contract requirements. (25%)
6. Represents LSBS at planning sessions, committees, workgroups, meetings, conferences, and/or hearings where appropriate. (5%)
7. Maintains the Call Center procedures documentation and assists in the development of other LSBS policies or procedures. Communicates policies, procedures, rules, regulations, and/or standards to others. (10%)

Registrations, Licensure Requirements or Certifications:
N/A

Knowledge Skills Abilities:

1. Knowledge of Electronic Benefit Transfer (EBT) system operations and procedures for the Supplemental Nutrition Assistance Program (SNAP) and/or the Temporary Assistance for Needy Families (TANF) program or similar electronic service delivery programs.
2. Knowledge of call center processes and procedures, including Interactive Voice Response Units and Automated Call Distribution systems.
3. Skill in monitoring operational and program requirements and developing action plans for improving performance.
4. Ability to identify, analyze and develop solutions for complex problems.
5. Ability to gather, assemble, correlate, and analyze moderately complex facts and information.
6. Ability to communicate orally and in writing to technical and non-technical staff.
7. Ability to work independently and in a team environment.
8. Ability to interpret and implement policies and procedures.
9. Ability to handle multiple projects, work under pressure, and meet tight deadlines.
10. Ability to proactively promote continuous improvement of customer service and program performance.

Initial Selection:

1. Graduation from an accredited four-year college or university with major course work in a field relevant to the assignment is preferred.
2. Knowledge of or experience with EBT service delivery of SNAP and/or TANF program benefits, or similar electronic service delivery programs.
3. Knowledge of or experience with call center processes and procedures.
4. Knowledge of state and federal policies, procedures, rules, and regulations related to EBT or similar electronic service delivery programs.
5. Experience in communicating with and providing service to clients/customers.
6. Experience coordinating with multiple stakeholders to gather, assemble, correlate, and analyze facts and information.
7. Experience with monitoring, evaluating, and reporting on operational activities and performance objectives, and developing corrective action plans.
8. Experience with use of automated systems for data entry and report creation.

Additional Information:
Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS 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.

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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.