GOVERNMENT OPERATIONS CONSULTANT II - 48002513

Government Operations Consultant II - 48002513

This is a highly responsible, professional work requiring a substantial degree of independent activity to both oversee and support complex programs for the Division of Early Learning (DEL). The employee is expected to demonstrate knowledge, skills, and ability to prepare, provide, and deliver quality work products representative of the Department's commitment to quality, efficient services and practices. Where applicable, the employee will demonstrate quality document preparation and dissemination evidenced by accuracy, correct grammar and format, appropriate content, proper approvals and timeliness.

Under the supervision of the CCR&R Program Manager, and in collaboration with other team members, serve as a CCR&R Program Analyst. This analyst will demonstrate strong customer service skills and work in tandem with team members to identify programmatic needs and deliver technical assistance to early learning coalitions. Support CCR&R operations by assisting with customer inquiries to the Division's call center; responding to e-mails, voicemails and maintaining open communication with early learning coalition and contractor staff. This position requires planning, organizing, and coordinating work on the local and statewide levels to facilitate the development of a seamless delivery system of quality program services to enable all children to be ready for school.

Duties & Responsibilities :

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of families, providers and team as it relates to customer service and call center responsibilities.
• Ability to speak fluent English and Spanish is preferred. Bilingual customer service experience is preferred.
• Has the ability to multitask, learn, and adapt to new information and technology platforms while efficiently managing time and capacity.
• Lead call center training, scheduling and development of administrative resource materials.
• Strong ability to articulate thoughts in a precise and professional manner so that the call center needs are addressed and implemented in accordance with program requirements and best practices.
• Monitor data outputs and generate reports from the call center system. Monitor email and voicemail data entries and responses to the public to ensure effective communication of processes and customer service. Track that early learning data is entered into the system in a timely manner.
• Provide timely call center performance reporting to the manager and suggest opportunities to enhance related activities.
• Lead resolution of Cherwell complaints to ensure timely responses to families, providers and provide technical assistance to early learning coalitions on Cherwell functionality and complaint process.
• Collaborate with other organizations and programs engaged in related activities and represent the Division of Early Learning in meetings, conference calls and work groups.
• Respond to Governor responses and complaint inquiries from coalitions, providers, parents and other organizations with content area expertise, as assigned.
• Assist with mailouts to stakeholders and track the type of materials sent.
• Ability to remain at the workstation for long periods of time answering the phone / email.
• Coordinate with other organizations and programs engaged in related activities and represent the Division of Early Learning in meetings, conference calls, and workgroups, where applicable.
• Travel in-state and perform other duties as assigned.

Who We're Looking For :

The ideal incumbent must be productive under tight timeframes, balance multiple and competing priorities, and maintain goal-directed behavior and performance sometimes under stressful conditions. The incumbent must interact courteously with others. The performance and behavior of all employees must demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of the unit. Attendance is an essential function.

Knowledge, Skills and Abilities :

Minimum Qualifications :

At least 3 years of professional experience working with social services and / or early childhood education.

Preferred Qualifications :

Florida Division of Early Learning Mission Statement :

The Division of Early Learning will provide access to high-quality programs and services that build a solid foundation for Florida's youngest learners to reach their highest potential. The division empowers early childhood educators and families by providing choice in education options, support, and provides resources to ensure Florida's future leaders are ready to learn, graduate and succeed.

The Division of Early Learning (DEL) is dedicated to providing accessible, affordable, and quality early learning services for the state's children and families. In partnership with 30 early learning coalitions and Redlands Christian Migrant Association, DEL delivers three programs :

Working for the State of Florida has benefits!

State Group Insurance coverage options+ (health, life, dental, vision, and other supplemental options)

Retirement plan options, including employer contributions

Nine paid holidays and a Personal Holiday each year

Annual and Sick Leave Benefits

Student Loan Forgiveness Program (Eligibility required)

Flexible Spending Accounts

Tuition Fee Waivers (Accepted by major Florida colleges / universities)

Ongoing comprehensive training provided

Career Growth

Highly skilled, professional environment

Maternity and Parental Leave Benefits

For a more complete list of benefits, visit www.mybenefits.myflorida.com

We care about the success of our employees.

We care about the success of our clients.

We are always improving our technology, our tools, our customer's experiences and ourselves.

A rewarding experience for reliable, compassionate and professional employees.

Annual Leave - All full-time Career Service employees filling established positions earn annual leave in varying increments dependent upon years of creditable service. Employees with up to 5 years of creditable service earn 8.667 hours per month, with 5 to 10 years earn 10.833 hours per month and those with over 10 years of service earn 13 hours per month. Employees in Senior Management Service and Selected Exempt Service positions are credited with 176 hours of annual leave upon appointment. In subsequent years, the annual allotment is credited on the anniversary date of the initial appointment.

Sick Leave - Career Service employees earn 8.667 hours of sick leave credits per month.

Background Screening Requirement : It is the policy of the Florida Department of Education that applicants for employment / volunteer undergo Level 2 background screening in accordance with the requirements of Chapter 435, Florida Statutes, as a condition of employment or being permitted to serve as a volunteer. You will be required to provide your Social Security Number to conduct required verifications. No applicant for a designated position will be employed, contracted or permitted to volunteer until the level