SENIOR HUMAN SERVICES PROGRAM SPECIALIST - ESS Contact Center Training / Quality Assurance Unit

Requisition No: 856181 

Agency: Children and Families

Working Title: SENIOR HUMAN SERVICES PROGRAM SPECIALIST - ESS Contact Center Training / Quality Assurance Unit

 Pay Plan: Career Service

Position Number: 60070051 

Salary:  $42,561.57 minimum annual. 

Posting Closing Date: 07/23/2025 

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THIS IS AN INTERNAL AGENCY OPPORTUNITY

ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.

 

Department of Children and Families 

SENIOR HUMAN SERVICES PROGRAM SPECIALIST 

for the ESS Contact Center Training & Quality Assurance Unit 

 

About Department of Children and Families:

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

To learn more please visit https://www.myflfamilies.com/.

 

 

This is a Career Service Position.

The position location will be determined based on the selected candidate.  Available locations are Miami, Jacksonville, or Tampa offices.

Current employees will be compensated in accordance with the DCF salary policy. 

This is a full-time position working 40 hours per week.

Business hours are 8:00 am - 5:00 pm EST, Monday - Friday.

 

We are looking for people who are organized, who possess excellent computer and typing skills, and possess proficient knowledge of government assistance policies.  Applicants should be comfortable working in a fast-paced environment.

 

MINIMUM QUALIFICATIONS:

• Possesses two (2) years’ experience in the Economic Self Sufficiency (ESS) Program where the primary responsibilities utilize program and policy knowledge AND
• Possesses at least one (1) year of experience in quality assurance or training activities, including call monitoring or case reviews AND
• Four (4) years of professional work experience.
  • • A bachelor’s degree from an accredited college or university can substitute on a year-for-year basis for the required work experience. Attach a copy of your diploma or official transcripts before submitting your application or be prepared to provide the documents when requested.

Preference will be given to candidates with the following: 

• Two (2) years or more of experience in a call center environment.   

 

What You Will Do:

  

This is a highly responsible professional position focused primarily on Quality Assurance within the Statewide ESS Contact Center. The primary responsibility of this role is to monitor, evaluate, and improve the quality of services provided by contact center staff. In addition to quality oversight, the position may also assist with planning and delivering targeted training modules based on quality findings or operational needs. This position requires expertise in the Economic Self Sufficiency program areas, government assistance programs, including extensive knowledge of program concepts, federal & State laws, and regulations and the FLORIDA computer system. 

 

Additional Information/Requirements

• Incumbents may be expected to work during emergency situations or natural disasters.

 

The Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment