OAG (Internal) - Child Support | Deputy Div. Chief CE (Director III) | 26-0724 | OAG Employees Only

        INTERNAL OAG EMPLOYEES ONLY

The Deputy Division Chief of Customer Engagement performs advanced managerial work providing direction and guidance in strategic operations and planning activities within the Customer Engagement section, under the supervision of the Customer Engagement Division Chief. 
The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas.  As the State¿s law firm, the OAG provides exemplary legal representation in diverse areas of law.  OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans. 
 

Function Description
Plans, develops, coordinates, directs, monitors, and evaluates the performance of the Customer Engagement section by overseeing operational and strategic initiatives such as implementing, reviewing and
evaluating organizational structure and operating procedures and defining, clarifying, and monitoring program goals and objectives, and overseeing reporting and program monitoring
Supervises Contact Center Managers and Supervisors and oversees the management of Child Support staff in the Customer Engagement section by making employment-related decisions including, but not limited to hiring,
implementing disciplinary actions, assigning and reassigning job duties, and conducting performance evaluations
Oversees the development and implementation of policies, procedures, and plans designed to maximize achievement of the Child Support Program goals and objectives. Monitors and ensures statewide compliance with federal and state regulations, policies, procedures and standards while providing superior customer service; takes immediate and appropriate corrective action to ensure full compliance with established standards.
Monitors and ensures compliance with federal and state regulations, policies, procedures and standards while providing excellent customer service
Oversees the resolution of inquiries and complaints from agency management, government officials, attorneys, parents, advocacy and community groups, and other customers. Responds to inquiries and resolves issues from agency management, government officials, attorneys, parents, advocacy and community groups and other customers.
Assesses the validity of complaints against the IV-D program with impartiality
Performs related work as assigned
Maintains relevant knowledge necessary to perform essential job functions
Attends work regularly in compliance with agreed-upon work schedule
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity
 

MINIMUM QUALIFICATIONS
Please consult the State Auditor¿s website and/or with an HR Specialist for required minimum qualifications.
Education: Graduation from high school or equivalent
Education: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, management, supervisory, customer service, public administration and government experience. 
Experience: 12 years of full-time experience working in the following (or closely related) fields: Child Support Program, management or supervisor, public administration and government experience. 
Knowledge of management principles and practices
Experience working in the Title IV-D program.
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 policies and procedures; to prepare reports; to communicate effectively; and to supervise the work of others.
Skill in establishing plans and setting objectives and goals that support an overall business strategy.
Skill in negotiating, interviewing and mediating
Skill in handling multiple tasks, prioritizing, and meeting deadlines
Skill in effective oral and written communication
Skill in exercising sound judgment and effective decision making
Ability to receive and respond positively to constructive feedback
Ability to work cooperatively with others in a professional office environment
Ability to provide excellent customer service
Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG work space within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave)
Ability to arrange for personal transportation for business-related travel
Ability to work more than 40 hours as needed and in compliance with the FLSA
Ability to lift and relocate 30 lbs.
Ability to travel (including overnight travel) up to 5% 
PREFERRED QUALIFICATIONS
Education: Completion of Master of Business Administration (MBA), Master of Public Administration (MPA), or Juris Doctor (JD.)
Experience: Management of a Child Support Division Field Office or Regional Administration 
Other Language: Bilingual in English and Spanish
 

To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER