Job Description

Requisition No: 873279

Agency: Children and Families

Working Title: CALL CENTER SERVICES REPRESENTATIVE I - 60049476

Pay Plan: Career Service

Position Number: 60049476

Salary: $35,397.96 annually/$1,361.46 bi-weekly

Posting Closing Date: 04/09/2026

Total Compensation Estimator Tool

Call Center Services Representative I

Florida Department of Children and Families

Positions Available in Hillsborough, Miami-Dade and Duval Counties

Internal Only

Multiple positions available.

This posting will be used to fill position vacancies in Career Service.

Incumbents in this position report to the office, this is not a telework position.

Preference for Bilingual in Spanish/English or Creole/English.

Current employees will be compensated in accordance with the DCF salary policy.

The full-time work schedule is 40 hours per week, 8:00 am – 5:00 pm EST, Monday through Friday.

If this sounds like the job for you, please join our TEAM!

DCF 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.

To learn more please visit https://www.myflfamilies.com/

What You Will Do

The primary function of this position is providing support services related to government assistance eligibility in a call center setting. The work performed includes processing a broad range of customer service activities and entering information into a computer-based eligibility system. This career consists primarily of phone interactions with customers.

The Typical Duties Include

• Answers general inquiry eligibility questions related to program requirements, application processing, case status, and benefit information.
• Processes a variety of eligibility related work activities within designated time frames.
• Educates customers on the benefits and features of My ACCESS Account including account set-up and password resets.
• Resolves Electronic Benefit Transfer (EBT) ACCESS card issues.
• Conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all government assistance programs.
• Requests all additional information/verification required to establish or continue eligibility for government assistance programs. Ensures electronic case records are documented thoroughly and properly.
• Assists customers with referrals to other agencies and community resources.

Competitive Area Differential $36.80 bi-weekly Available for Miami-Dade County

Minimum Qualifications

• Must be a current DCF Employee AND
• At least six (6) months working as a Call Center Services Representative I -OPS team member AND
• Two years of experience in clerical activities or public contact experience AND
• Must have the ability to attend a 8 –12 week mandatory paid training course.

Additional Information/Requirements:

• Incumbents may be expected to work during emergency situations or natural disasters.

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 contribution (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

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.
• This position is designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

DCF Employment Requirements:

• We hire only U.S. citizens and lawfully authorized alien workers.
• If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon the date of your retirement.
• The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
• SELECTIVE SERVICE: Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website:

http://www.sss.gov.

• BACKGROUND SCREENING REQUIREMENT It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees will be retained in state and national rap back program, providing real-time arrest hit notifications.

• BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former government assistance case information before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

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.