What are the responsibilities and job description for the EBT Operations Team Lead position at Texas Health and Human Services Commission?
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: EBT Operations Team Lead
Job Title: Program Specialist V
Agency: Health & Human Services Comm
Department: EBT-4 Mgmt Admin and Ops
Posting Number: 3018
Posting Audience: Internal and External
Salary Group: TEXAS-B-21
Shift: Day
Additional Shift:
Telework: Part-Time
Travel: Up to 10%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Nonexempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 701 W 51ST ST
Other Locations:
MOS Codes:
16GX,60C0,611X,612X,63G0,641X,712X,86M0,86P0,88A0,88B0,8U000,OS,OSS,PERS,YN,YNS
Job Description:
The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Program Specialist V position within Access and Eligibility Services (AES), in Lone Star Business Services. AES is driven by its mission to connect Texans to services by helping individuals and families in need of food, medical care, cash assistance and other social services. The ideal candidate will thrive in an environment that emphasizes innovation through new ideas, striving for excellence by taking pride in your work, embracing our differences as a source of strength, accomplishing more through partnership, leading by example, and learning for continuous improvement. The successful candidate will lead a team that connects more than 1.7 million clients with their Supplemental Nutritional Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) Benefits. The EBT Operations Lead promotes a climate of excellence and demonstrates respect, ownership, integrity, and collaboration. Guides the work of three other EBT operations specialists to ensure that all EBT vendor and client support activities are delivered in an accurate, timely and well-coordinated manner. Works with contract managers, financial analysts, and other internal and external stakeholders to resolve operational issues. Works with moderate supervision and significant latitude for use of initiative and independent judgement. Coordinates operational support for EBT stakeholders including, but not limited to, the EBT vendor, the USDA Food and Nutrition Service, the Texas Retailers Association, Texas Farmers Markets, EBT specialists in other states, the HHSC and USDA Inspectors General, and representatives of multiple program areas within HHSC. Examples of the functions supported by the EBT Operations Team include EBT operations, training, system testing, retailer operations and communications, EBT Help Desk/call center operations and farmers market outreach.
Essential Job Functions:
1. Coordinates the work of the Lone Star Business Services (LSBS) Operations Team and reports progress on projects and status of ongoing operational activities. Mentors and guides other members of the EBT Operations team. Works with Operations team members and other the LSBS Systems Integration and Operations Manager to ensure that operational objectives are defined and met within approved timelines. (25%)
2. Coordinates EBT-related assistance to HHSC State office and regional Eligibility Operations staff. Assistance provided includes developing, coordinating and managing activities such as security requirements, program integrity, business continuity, EBT policy, EBT procedures, and operational issues. Establishes priorities and coordinates corrective actions and improvement initiatives as appropriate. (15%)
3. Provides operational assistance to the EBT vendor, Texas retailers and Third-Party Processors, USDA Food and Nutrition Service, USDA Office of Inspector General, and HHSC staff on all operational areas of the Texas EBT system. Serves as subject matter expert for retailer management services. (10%)
4. Coordinates and conducts vendor performance monitoring activities to determine EBT system conformance with service level requirements, federal and state regulations, and HHSC policies and procedures. Analyzes results, prepares performance monitoring reports, and recommends corrective actions. (10%)
5. Oversees team efforts to investigate EBT stakeholder disputes in accordance with federal/state regulations and EBT program policies/procedures. (5%) Communicates with others (internal and external) to exchange or verify EBT operational information, answer inquiries, address issues, and resolve complex EBT program operational problems. Participates in continuous improvement activities with EBT stakeholders. Makes recommendations for operational improvements to LSBS management. (10%)
6. Provides assistance to EBT stakeholders regarding policies, procedures, training, HHSC rules and procedures, federal regulations, and other EBT-related standards or requirements. (10%)
Coordinates implementation of changes in EBT policies, procedures, rules, and regulations. Serves on policy workgroups. Coordinates updates to the EBT Security and Accountability Handbook Regional Security Plans. (5%)
7. Analyzes findings from program evaluations and audits (state and federal). Recommends improvements and develops action plans for implementing required modifications. (5%)
Represents LSBS in planning sessions, work groups and other meetings to plan and implement EBT initiatives. Makes presentations to inform others of plans, schedules, issues and accomplishments related to EBT operational matters. (5%)
Knowledge Skills Abilities:
1. Knowledge of Electronic Benefit Transfer (EBT) system operations for the Supplemental Nutrition Assistance Program (SNAP and/or the Temporary Assistance for Needy Family (TANF) program.
2. Ability to lead a team and to coordinate and report on tasks assigned to others.
3. Knowledge of program planning and implementation procedures.
4. Ability to identify, analyze and develop solutions to complex problems.
5. Ability to communicate orally and in writing to technical and non-technical staff.
6. Knowledge of call center equipment and procedures, including Interactive Voice Response Units and Automated Call Distribution systems.
7. Ability to interpret and implement policies and procedures.
8. Ability to handle multiple simultaneous projects and meet tight deadlines.
9. Ability to establish and maintain effective working relationships.
10. Ability to proactively promote continuous improvement in customer service and EBT program performance.
11. Ability to promote a positive climate and to foster cooperation and teamwork.
12. Ability to establish and implement operational goals and objectives.
13. Ability to monitor and enforce operational requirements.
14. Ability to motivate others to improve performance and results.
Registrations, Licensure Requirements or Certifications:
None
Initial Screening Criteria:
1. Operational experience with the SNAP and/or TANF programs.
2. Experience leading a team of operational specialists and managing tasks to successful completion.
3. Experience in communicating with and providing services to clients/customers.
4. Experience with coordination of projects and tasks involving a variety of stakeholders.
5. Experience with monitoring, evaluation and reporting on operational activities and performance objectives.
6. Experience with use of automated system for data entry, data management and reporting.
Additional Information:
College degree is preferred.
Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
I-9 Form - Click here to download the I-9 form.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
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Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Nearest Major Market: Austin
Salary : $4,523 - $7,254
