Director IV - Consumer Affairs and Appeals (AUSTIN, TX)

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals.  

What You Get Beyond Your Paycheck

When you join the State of Texas, your monthly paycheck is just one part of your real income. Our benefits provide extra value that many private employers simply don’t match—often adding hundreds of dollars each month to what you take home or save.

Here’s what you get as a full-time employee:

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
• Paid vacation, holidays, and sick leave so you can recharge and take care of life outside work (that’s time off you’re actually paid for)
• Optional dental, vision, and life insurance—at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

You also might qualify for Public Service Loan Forgiveness, which could help you pay off federal student loans faster.

You can see all the details here: ERS recruitment brochure

Functional Title: Director IV - Consumer Affairs and Appeals 
Job Title: Director IV 
Agency: Dept of Family & Protectve Svc 
Department: CONSUMER AFFAIRS 
Posting Number: 17446 
Closing Date: 06/27/2026 
Posting Audience: Internal and External 
Occupational Category: Business and Financial Operations 
Salary Range: $8,488.33 - $14,356.00 
Pay Frequency: Monthly
Salary Group: TEXAS-B-29 
Shift: Day 
Additional Shift:  
Telework: Not Eligible for Telework 
Travel: Up to 20% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4900 N LAMAR BLVD 
Other Locations:  
MOS Codes: 8003,8040,8041,8042,10C0,111X,112X,113X,114X,20C0,30C0,40C0,611X,612X,631X,641X,648X,90G0,91C0,91W0 
97E0,SEI15 
 
 

Brief Job Description:

The Director IV performs highly advanced (senior‑level) managerial work providing executive leadership, strategic direction, and oversight for the Office of Consumer Affairs and the Office of Appeals. The position is responsible for establishing vision, goals, policies, and performance standards; overseeing statewide operations; ensuring compliance with applicable laws and regulations; and advancing agency priorities through collaboration and continuous improvement. The work involves significant independent judgment and initiative and is performed under minimal supervision.

Essential Job Functions (EJFs):

• Leadership:
  Provides executive leadership and strategic direction; establishes goals, priorities, and performance standards; leads and develops management staff; and ensures accountability, quality, and effective program operations.
• Oversight of Consumer Affairs:
  Directs statewide consumer affairs functions, including complaint intake, review, resolution, policy compliance, reporting, and quality assurance activities to ensure consistent, fair, and timely outcomes.
• Oversight of Office of Appeals:
  Provides executive oversight of agency appeals processes to ensure due process, consistency, compliance with legal requirements, and alignment with agency policy and standards.
• Vision and Implementation:
  Develops and implements the strategic vision, long‑range plans, and initiatives for consumer affairs and appeals programs; evaluates program effectiveness; and leads operational and process improvements aligned with the agency’s strategic plan.
• Partnership and Collaboration:
  Serves as a senior liaison and representative for consumer affairs and appeals, collaborating with agency leadership, program areas, legal partners, external stakeholders, and legislative entities; represents the agency in meetings, workgroups, and briefings.

Performs related work as assigned.

Knowledge, Skills and Abilities (KSAs):

Ability to maintain the security and integrity of the infrastructure per Governor Abbott Executive Order GA-48.

Knowledge of local, state, and federal laws and regulations relevant to program activities and/or business functions; business and management principles involved in strategic planning, resource allocation, and leadership techniques; and the principles and practices of public administration and management.

Skill in establishing plans and setting objectives and goals that support an overall business strategy; decision-making, including assessing risk and using good judgment to inform decisions and recommendations to leadership; and conflict resolution and working quickly and collaboratively to solve problems.

Ability to direct and organize program activities and/or business functions; to establish goals and objectives that support the strategic plan; to identify problems, evaluate alternatives, and implement effective solutions; to develop and evaluate agency policies and procedures; to prepare concise reports; to communicate effectively; and to supervise the work of others.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Experience in management and direction of complex programs relevant to the assignment. Graduation from an accredited four‑year college or university with major coursework in a field relevant to the position is generally preferred. Experience and education may be substituted for one another. Minimum of 7 years of experience in Consumer Affairs.

Additional Information:

This position is housed at 4900 N. Lamar, Austin and is not eligible for telework.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

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. You may also contact the DFPS Military Liaison at [email protected] with additional questions.

Applicants selected for hire must pass a background check and if applicable a driver’s record check.

State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code. Applicants selected for hire comply with this code by completing related training and abiding by agency cybersecurity and communications system usage policies.

As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files. 

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS 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/DFPS 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.