Requisition No: 829449
Agency: Children and Families
Working Title: HOPE LINE AGENT OPS - 60933455
Pay Plan: Temp
Position Number: 60933455
Salary: $16.00 hr
Posting Closing Date: 05/22/2024
Total Compensation Estimator Tool
DESCRIPTION
A Hope Agent is a professional remote position in the Office of Community Services (OCS) and is responsible for helping clients who call the HOPE line by working one on one to identify barriers and connect the client to a variety of services and resources. These advocates will also identify barriers to receiving services and provide support and system navigation when there is an immediate referral that can be made. If an immediate referral cannot be made, the HOPE advocate will open a case for the client where they will then receive more in-depth support from a HOPE navigator.
REQUIREMENTS
Associates Degree or 3 years’ experience in customer service or social services. Professional or nonprofessional experience in social service would include but is not limited to: experience in case management, conducting participant assessments and/or providing crisis intervention, as well as the preferred qualities and qualifications listed above.
Requires home access to High-Speed internet: download speed over 40+Mbps and Upload speed of 6 Mbps
Essential Job Functions
- Acting as a navigator for clients regarding available program services and optional methods of attaining resources to meet the client’s barrier(s).
- 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 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.
- Assisting families with identifying and engaging family and community supports, as well as discussing and making referrals for immediate service needs.
- Assisting families in identifying and applying for appropriate benefits and services, 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.
- Building and maintaining relationships with respect, trust, sensitivity and confidentiality to client, coworkers and community stakeholders and partners.
- Participating in national, state and local meetings, committees, community activities, outreach events and other team efforts as required.
Performing other related
-
Educational Requirements:
Associates Degree or 3 years’ experience in customer service or social services. Professional or nonprofessional experience in social service would include but is not limited to: experience in case management, conducting participant assessments and/or providing crisis intervention, as well as the preferred qualities and qualifications listed above.
Work Experience Requirements:
Associates Degree or 3 years’ experience in customer service or social services. Professional or nonprofessional experience in social service would include but is not limited to: experience in case management, conducting participant assessments and/or providing crisis intervention, as well as the preferred qualities and qualifications listed above.
Software Proficiency:
Microsoft Word, Power point, Outlook
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.
Vision: We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.
Values: A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.
To learn more about DCF please visit https://www.myflfamilies.com/.
Growth Opportunities:
With 12,000 employees across the state DCF promotes opportunities and training for all. Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.
Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:
- No state income tax for residents of Florida.
- Annual and Sick Leave benefits;
- Nine paid holidays and one Personal Holiday each year.
- State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
- Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
- Flexible Spending Accounts;
- Tuition waivers;
- And more!
For a more complete list of benefits, visit www.mybenefits.myflorida.com.
Your People First 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 so that the hiring process is not delayed.
- Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
- It is unacceptable to use the statement “See Resume” in place of entering work history.
The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
EMPLOYMENT DISCLOSURES
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.