CONSUMER AFFAIRS SPECIALIST - HYBRID in Eagle Pass

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Job DescriptionJob Description

The candidate must reside within the following county(s) within Region 8: Bexar, Kerr, Bandera, Gillespie, Kendall, Comal, Guadalupe, Frio, La Salle, Atascosa, Wilson, Karnes, Victoria, De Witt, Lavaca, Calhoun, Jackson, Val Verde, Edwards, Real, Kinney, Uvalde, Medina, Maverick, Zavala and Dimmit County.

PRIMARY FUNCTION/RESPONSIBILTY

The Consumer Affairs Specialist promotes the well-being of children and families by helping resolve complaints, disputes, and grievances from the provider network, youth, families, attorney ad litem, CASA and other key stakeholders within the SSCC Continuum of Care. The Consumer Affairs Specialist will respond and track grievances, disputes, and complaints in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responds timely to SJRC Texas/Belong, DFPS OCA/HHSC Ombudsman Office, network providers, families, youth, attorney’s ad litem, CASA, and other key stakeholder’s grievances, disputes, and complaints.
• Provides solutions to questions, inquiries, or problems from SJRC Texas/Belong, DFPS OCA/HHSC Ombudsman Office, network providers, families, youth, attorney’s ad litem, CASA, and other key stakeholders.
• Prepare quarterly and annual reports as part of the Performance Quality Improvement measure to quantify and qualify consumer feedback and build measurable deliverables to improve consumer experience within the SJRC Texas/Belong provider network.
• Documents all grievances, disputes, and complaints in a timely manner.
• In collaboration with Director of Consumer Affairs, regularly reviews agency strategic goals, executes strategic initiatives, and monitors contractual outcomes to ensure compliance.
• Responsible for development and maintaining strong working relationships with SJRC Texas/Belong, DFPS OCA/HHSC Ombudsman Office, network providers, families, youth, attorney’s ad litem, CASA, and other key stakeholders.
• Provide exemplary customer service to the SJRC Texas/Belong Organization, network providers, and other key stakeholders.
• Promotes and demonstrates appropriate respect for cultural among coworkers and key stakeholders.
• Monitor consumer experience within the SJRC Texas/Belong provider network by developing and conducting consumer surveys to measure consumer experience.
• Perform other related duties as assigned.

GENERAL EXPECTATIONS

• Adheres to all policies and procedures of the agency and its accrediting and standard setting bodies, such as Council on Accreditation (COA) and state licensing.
• Maintains client confidentiality per SJRC Texas/Belong standards and all applicable codes of ethics.
• Learns, understands, and supports the SJRC Texas/Belong mission, purpose, and function.
• Carries out the Trauma Informed Care principles and practices for both internal and external stakeholders.
• Responsible for the environmental, cultural, safety, issues, and needs of the clients and others that enter the work area.
• Attends mandatory trainings as defined in positions training matrix.
• Attends continuing education as necessary to expand knowledge and maintain certifications or licenses.
• Uses outside professional collaboration and intra-agency teamwork appropriate to the agency.
• Skilled in organizing work in an environment with multiple challenges and priorities with minimal supervision.
• Skilled in problem solving and using resources to help find solutions to questions, inquiries, or complaints.
• Avoid all conflicts of interest, real or perceived.

QUALIFICATIONS

Required:

• Bachelor’s degree from an accredited college or university in Child Welfare or related field. Extensive relevant experience may be considered in lieu of bachelor’s degree.
• Experience in mediating conflicts and a working knowledge of consumer affairs, internal affairs, and/or experience in customer relations management.
• Exceptional written and verbal communication skills.
• 2+ years’ experience in child welfare.
• Understanding of Texas DFPS System.

:

• Working knowledge or minimum standards for Child Placing Agencies.
• Working knowledge of Microsoft Word, Excel and PowerPoint.
• Bilingual English/Spanish.

Certifications/Licenses/Registrations:

• Valid Texas Driver’s License, good driving record, ability to provide own transportation and proof of current automobile insurance.

PHYSICAL/MENTAL REQUIREMENTS

• Body mobility to stoop, kneel, bend, reach, walk and walk briskly in order to interact with and monitor children.
• Stamina to work long days and drive long distances.
• Moderate to heavy lifting up to 60 pounds.
• Must have the ability to communicate both verbally and in writing.
• Must have the ability to give and receive verbal and written instructions (with or without hearing aids).
• Must have the ability to read fine print, have sustained vision, and peripheral vision (with or without glasses).
• Environment requires dexterity to remain calm and adapt to fast paced and emotional environments consisting of children with moderate to severe emotional and psychological needs.
• Home-like settings with varying moderate to high degrees of background noise.
• Light and ventilation are found in a typical home setting.
• Campuses are smoke-free, except on permitted campuses in designated areas.
• Possible injury when lifting or moving if employee fails to use proper body mechanics, or if proper techniques are not used.

DESCRIPTION OF ORGANIZATIONAL RELATIONSHIP/REPORTING RELATIONSHIPS

Supervised by: Director of Consumer Affairs

Supervises: N/A

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