LOTTERY - Player Support Coordinator (Program Specialist IV) (Abilene)(00042570)

Organization

TEXAS LOTTERY COMMISSION

Primary Location

Texas-Abilene

Work Locations

ABILENE CLAIM CENTER209 S DANVILLESUITE C-103Abilene79605

Office and Administrative Support

Employee Status

Regular

Schedule

Full-timeStandard Hours Per Week : 40.00

Travel

Yes, 10 % of the TimeState Job Code : 1573AESalary Admin Plan : BGrade : 20

Salary (Pay Basis)

4,013.17-4,333.34(Monthly)

Number of Openings

Overtime Status

Exempt

Job Posting

May 28, 2024, 4 : 29 : 02 PM

Closing Date

Jun 12, 2024, 12 : 59 : 00 AM

Description

ABOUT THE TEXAS LOTTERY COMMISSION

Our Mission Statement : The Texas Lottery is committed to generating revenue for the State of Texas through the responsible management and sale of entertaining lottery products.

The Texas Lottery will incorporate the highest standard of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service and utilize a team approach.

Texas Lottery Commission is a great place to work!

Our headquarters is located on the new Texas Capital Mall in the George H.W. Bush Building directly across from the Bob Bullock Museum and across from the University of Texas.

We have multiple field offices across the state. We provide free parking for all our employees.

• We offer competitive compensation, including an upcoming 5% salary increase for all employees which will take effect September 1, 2024;
• merit increases for outstanding performance; longevity payments after two years; generous paid leave; health insurance; dental and vision insurance;

numerous state and federal holidays; tuition assistance; state employee discounts; 401(k) and 457 and a cash balance pension for employees entering state service after September 1, 2022.

Job Summary :

Performs highly complex (senior-level) consultative services and technical assistance work. Work involves planning, developing, and implementing validations program support work / activities and daily operations and functions of the Validations Section and providing consultative services and technical assistance to program staff, the general public, agency staff and governmental agencies.

Performs, coordinates, and oversees validations, processing, and / or payments of claims for scratch ticket games and draw games in a Lottery Claim Center in accordance with established commission policies and procedures.

Schedules, coordinates and travels to conduct surveys, inspections at Lottery Retailer locations, and other field assignments to monitor compliance with requirements, laws, regulations, policies, and procedures related to the validations program.

Plans, leads, and coordinates the work of program staff. Performs all duties and responsibilities in a manner that exemplifies the agency’s core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence.

Works under limited supervision with moderate latitude for the use of initiative and independent judgment. This position reports directly to a Field Claim Center Supervisor.

Qualifications

• Graduation from an accredited four-year college or university is required. (Experience providing technical assistance to the public or program support work, in excess of the required three years, may substitute for college on a year-for-year basis.)
• Three years experience providing technical assistance to the public or program support work to internal and / or external customers is required.
• Willingness to work occasional irregular hours, such as hours other than 8 a.m. 5 p.m., weekends, and holidays as needed or required.
• Must be willing to travel up to 10% of the time for job-related purposes. Most travel is completed within the service region of the office.

Some travel may include overnight stays. Use of personal vehicle for work related travel is required in compliance with State and Agency travel rules and procedures.

• Must have a current driver’s license.
• Experience with personal computers to include experience with Microsoft Word, Microsoft Excel, Microsoft Outlook or other email applications, multi-user databases, and the Internet is preferred.
• Experience in the coordination of office activities and / or project management is preferred.
• Experience in the validation, processing, and / or payment of claims is preferred.
• Experience involving field work is preferred.

Knowledge, Skills, and Abilities :

• Knowledge of the Texas Lottery Act enabling legislation.
• Knowledge of local, state, and federal laws relating to the program area.
• Knowledge of public administration and management techniques.
• Knowledge of statistical analysis processes.
• Knowledge of program management processes and techniques.
• Knowledge of common office practices and procedures.
• Strong verbal communication and writing skills.
• Skill in the use of a personal computer, standard office equipment, and computer software.
• Ability to demonstrate excellent technical assistance to the public and program support work skills and maintain a pleasant and professional manner.
• Ability to understand, follow, and explain applicable lottery laws, rules, policies and procedures.
• Ability to interpret and apply Texas Lottery Commission and validation policies, procedures, and regulations.
• Ability to implement administrative procedures and to evaluate their effectiveness.
• Ability to gather, assemble, correlate and analyze facts in order to devise solutions to problems.
• Ability to work well in a team environment.
• Ability to communicate clearly and interact effectively with program staff, vendors and the general public.
• Ability to prepare correspondence, reports, and / or documents.
• Ability to respond to public inquiries in a timely manner.
• Ability to organize duties, follow instructions, and meet demanding deadlines.
• Ability to work well in stressful situations.
• Must have an aptitude for details.
• Ability to train, lead, and / or prioritize the work of others.

Physical and Mental Requirements :

• Must be able to sit or stand for extended periods of time, work under deadlines, and operate standard office equipment and computer software.
• Must be able to climb stairs, stoop, bend, read a tape measure, perform data entry, and type for extended periods of time.
• Must be able to lift file boxes weighing up to 25 lbs.

Essential Job Functions :

Coordinates and collaborates in the planning, development, and implementation of validations program by :

• Performing, coordinating, and overseeing the validations, processing, and / or payments of claims in a Lottery Claim Center in accordance with established commission policies and procedures.
• Providing quality internal and external technical assistance to the public and program support work in person, email, and telephone by responding to inquiries and concerns on game rules and commission policies and procedures.
• Collecting funds and issuing receipts for payments received for Lottery retailers and logging payments in the Claims Tracking System to ensure timely processing to retailer’s accounts and fiscal accountability.
• Promoting teamwork and working closely with co-workers, peers, and management to encourage an open atmosphere of positive teambuilding.

Plans, leads, and coordinates the work of the Player Support Specialists by :

• Coordinating and prioritizing job assignments at the direction of the Field Claim Center Supervisor.
• Coordinating with and assisting the Field Claim Center Supervisor with personnel recruitment, staff training and development.
• Providing input on staff performance evaluations.

Oversees and monitors program area functions and operations in a Claim Center by :

Overseeing and monitoring all Claim Center administrative functions and operations and ensuring they are completed timely, including but not limited to : ensuring the Claim Center is opened during established work hours, staffing requirements are met, Claim Center is secured appropriately, telephone greeting is current, and appropriate Point of Sale and signage are displayed;

completing records retention as required; assisting with Claim Center Security Department Inspections; and processing blue bags daily.

Ensuring Supervisor and appropriate Facilities staff are updated on building management, maintenance and / or lease issues.

Performs an array of technical, training, research, planning, policy, program assessment, and administrative activities related to the validations program by :

• Interpreting and maintaining a thorough current knowledge of Commission and Lottery policies and procedures, rules and regulations.
• Entering accurate information into databases, reading electronic mail messages daily and responding appropriately, and performing other general program support activities.
• Researching information to solve customer service issues; trouble shooting tickets, claims, and technical problems.
• Analyzing and reviewing program operations to identify areas in need of change, offering suggestions for improvement, and contributing to the editing and / or drafting of procedures.
• Ensuring Promotional Scratch Tickets are received, secured, activated and distributed according to guidelines.
• Possibly acting as back-up to the Field Office Claim Center Supervisors during their absence by completing weekly reports, and other administrative duties, as directed by management.

Monitors compliance with requirements, laws, regulations, policies, and procedures related to the validations program by :

Scheduling, coordinating, and traveling to conduct inspections of retailer locations for compliance with the Americans with Disabilities Act.

Traveling for staff training may be included. Performing all related activities within guidelines and is knowledgeable of applicable procedures.

Possibly conducting media placement verifications; may include reviewing television, radio, billboard and other advertising components used to market lottery programs to the community.

Collects, organizes, and / or prepares administrative reports, studies, and specialized projects by :

• Working with appropriate staff to timely prepare, review and submit reports / logs accurately, responding to inquiries as needed.
• Maintaining proper promotional item and office supply quantities by submitting orders timely, ordering appropriate quantities and distributing items according to guidelines.

Conducting or assisting with inventories as required.

Coordinating and completing special duties, assignments, or projects as requested by management and effectively and efficiently completing assignments or projects by deadline.

Performs all duties and responsibilities in a manner that exemplifies the agency’s core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence.

Performs other related duties as assigned.

The Texas Lottery Commission is an Equal Opportunity Employer

APPLICATION PROCESS

Applications must be completed online through CAPPS Recruit by 11 : 59 p.m. on the posting's closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification.

All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not.

Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed.

If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Instructions for completing the on-line State of Texas Application for Employment can be found here :

Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date.

Applications will NOT be accepted via mail, hand delivery, fax or email.

Qualified applicants selected for interviews will be contacted by the agency. If you are scheduled for an interview and require any reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview.

Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

All candidates recommended for a position will be subject to an extensive criminal background investigation, including fingerprinting.

The State Lottery Act contains provisions that set out causes for rejection if applicable. All positions are employment at will.

Inquiries regarding the status of an application will be answered as time and agency resources allow.

RELATED MILITARY OCCUPATIONAL SPECIALTY CODES

Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.

Additional Military Crosswalk information can be accessed at :

SELECTIVE SERVICE REGISTRATION

In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment.

Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.

E-VERIFY

This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.