HOPE LINE AGENT

Requisition No: 810314

Agency: Children and Families

Working Title: HOPE LINE AGENT - 60074816

Position Number: 60074816

Salary: $37,440 Annually

Posting Closing Date: 08/23/2023

Florida Department of Children & Families – Office of Child and Family Well Being; Office of Continuing Care

Location: Tallahassee, FL with the possibility for tele-commute.

Salary: $37,440 Annually

Position Description: Career Service CS

The Hope Lead Advocate is a professional position in the Office of Child and Family Well Being, Office of Continuing Care (OCC), and is responsible for supporting a newly developed team of HOPE Advocates.

Typical Duties:

• Acting as an advocate for clients regarding available program services and optional methods of attaining resources to meet the client’s needs
• Identifying and maintaining a working knowledge of available community resources to meet the individual needs of each family and ensures the connection of families to relevant community resources and support.
• Documenting all pertinent information and ensures that all appropriate forms, such as, but not limited to, the intake screening form, are completed and uploaded into the entry portal or appropriate agency portal.
• Discuss and making referrals for immediate service needs and offering referrals to other state agencies and other resources to support individuals and families as necessary.
• Actively participating in ongoing cross-program training and team meetings.
• Participating in national, state and local meetings, committees, community activities, outreach events and other team efforts as required.
• Documenting all pertinent information and ensuring that all appropriate forms, such as but not limited to, the intake screening form, client assessment, and hope navigation plan of action are completed and uploaded into the program data tracking system accurately and timely. Provides follow-up and monitors connections to service delivery. Preparing correspondence, case notes, narratives, technical reports, notifications, and related documents using computer-based applications (in collaboration with the OCC peer specialist).
• Promote access, engagement, and coordination of services for clients by deploying strategies designed to rapidly engage the client in services, work closely with providers, and monitor the delivery of quality services
• Recommends and initiates quality improvement strategies and quality control. Works with staff to identify error trends. Acts as a facilitator for quality improvement efforts. Analyzes data from all levels of monitoring including qualitative and quantitative data. Prepares reports and presentations. Monitors and evaluates operational outcomes. Assists with operational planning and service delivery. Informs management of issues, concerns, and problems.
• Provides assistance on special projects as assigned.

Extension of duties:

• Provides positive reinforcement to team members as necessary.
• Facilitating meetings with supervisors to discuss performance issues and progress.
• Assist supervisor with presentations or trainings to internal and external members. This may include but not be limited to new agents.
• Communication - Establishes and maintains effective working relationships with Senior Management, program office, direct reports, peers, and community service partners and organizations in the service area.
• Analysis and Monitoring - Recommend and initiate quality improvement strategies and quality control. Works with staff to identify error trends. Acts as a facilitator for quality improvement efforts.
• Performing other related duties as assigned.

Knowledge, skills, and abilities:
Knowledge of and ability to apply basic management principles and practices.

• Ability to supervise people.
• Solve problems, document work, and other activities relating to the improvement of operational and management practices.
• Apply the policies, procedures, and programs governing the agency.
• Communicate effectively both orally and written.
• Enter data accurately into a computerized system.
• Work independently to solve problems and make decisions.
• Offer recommendations and guidance to team members when needed.
• Prepare, clear, concise, and accurate records and reports.
• Establish and maintain cooperative working relationships with clients, coworkers, and community agencies.
• Use computers and related software packages.
• Follow written and oral directions and instructions.

Minimum Qualifications:
Communicate effectively both orally and written. Plan and organize caseload to ensure work is completed in accordance with established timelines. Establish and maintain cooperative working relationships with clients, coworkers, and community agencies. Use computers and related software packages. Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems. Ability to conduct research. Ability to utilize problem-solving techniques. Ability to work independently. May require home access to High-Speed internet: download speed over 40 Mbps and Upload speed of 6 Mbps.

Special note:

• State of Florida Employment applications must reflect the most current position and all previous employment history in order to receive full consideration.
• Some Agency positions may require successful completion of pre-interview assessment or work sample prior to interview
• Ability to speak/read/write Spanish/Creole/French or other foreign languages may be considered in the selection process as determined by Agency need at time of interview
• Preference will be given to applicants with Office of Economic Self-Sufficiency experience

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.