COMPLAINT RESOLUTION CONTROL SPECIALIST

Salary Information: $4,500 - $5,000.00/MO – B19

State Classification: Program Specialist III – 1572

FLSA Status: Exempt

Posting Number: 23-57084-1R

HOW TO APPLY

Apply online at via CAPPS. Applicants applying in WIT must complete the supplemental questions to be considered for the position. To complete the supplemental questions, go to CAPPS Recruit: https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en.

WHO ARE WE

The Texas Department of Agriculture’s Food and Nutrition Division administers 12 federal child and special nutrition programs and more than $2.5 billion in federal money annually. These programs aim to reduce hunger, encourage strong nutrition, and support local economies across Texas.

WHAT YOU’LL DO

The Compliant Resolution Control Specialist will work in a fast-paced, multi-faceted environment reviewing and drawing conclusions regarding complaints submitted to the Texas Department of Agriculture (TDA) regarding the Food & Nutrition (F&N) program. Assist in developing processes and procedures to ensure the quality and consistency of all aspects and functions of the F&N’s required complaint activities including ensuring compliance with federal and state requirements. Responsible for the timely and thorough completion of complaints submitted through various means. Work under general supervision with moderate latitude for the use of initiative and independent judgment.

PRIMARY RESPONSIBILITIES

Responsible for the efficient, effective, and timely handling of all formal and informal complaints to include researching facts, providing excellent customer service during investigation, determining required actions and referring internally or externally, as necessary, to achieve final resolution. Ensure that the organization meets federal and state guidelines for complaint resolution.

Ensure complaints are logged, thoroughly documented and conclusions are supported by working papers which include submitted documents, interviews and other appropriately referenced supporting documentation in a timely manner.

Notify USDA of civil rights complaints and receive civil rights complaints from USDA and process in a timely fashion in accordance with USDA requirements.

Write Corrective Action Documents (CADs) as a result of complaint investigations and conclusions.

Ensure that Complaints are closed within the required 30-day timeframe including drawing an accurate conclusion based on supporting documentation, CAD is prepared and submitted, and working papers are filed in accordance with TDA record keeping requirements.

Prepare a grammatically correct, concise, well-written supported final report containing results of complaints, including whether the complaint was substantiated, unsubstantiated, inconclusive, or non-responsive.

Serve as the subject matter expert of the complaint processes including but not limited to proposing changes in procedure to enhance the efficiency and effectiveness of the complaint process, tracking outcomes, tracking inputs and outputs, determining best practices and serving as a resource for complaint resolution.

Work with Program Improvement as needed to identify and analyze trends and research and report on operational efficiency and effectiveness regarding complaints, including summarizing outcomes of complaint reviews and providing feedback on areas of the process which can be improved. Identify or enhance existing processes, software applications, remote capability, and system testing.

Maintain the record keeping and filing system for complaints including correspondence, forms, and documents, in accordance with the agency’s Records Management Policy.

May assist with Public Information Requests, waivers, financial and verification reporting, and the serious deficiency process, as needed.

Follow all TDA policies and procedures.

Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Bachelor’s Degree (one year of work experience related to the primary responsibilities may substitute for one year of college).

Minimum one year of work experience in a Quality Assurance/Quality Control role (auditing, investigations, quality or experience with implementing corrective action programs and/or processes).

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of federal and state government nutrition laws, policies, regulations, and issues; of processes and tools to assess and implement federal regulations; and of gathering and supporting conclusions.

Skill in providing customer service excellence to both internal and external customers; and skill in the use of a computer and applicable software.

Ability to work in a fast paced, multi-faceted environment; organize and work independently, as well as within a team environment; to prepare reports; to work effectively under pressure and meet strict deadlines while maintaining extreme attention to detail; and to exercise sound judgment and discretion.

ENVIRONMENTAL/PHYSICAL CONDITIONS

Normal office work environment and may have exposure to dust and environmental allergens consistent with normal business activities and human contact. Involves periods of sedentary work alternating with period so work that may involve walking; standing; pulling and pushing; kneeling, stooping and bending; perform tasks requiring fine motor skills and coordination; and safely lifting and carrying items weighing up to 40 pounds. Involves traveling (up to 20%) by plane and/or car, frequently driving for long distances and frequent overnight travel. Must be able to work for extended periods at a computer and may require working extended hours and some evenings and weekends, as needed.

BENEFITS

The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation. Benefits include:

QUALIFIED EMPLOYER: In addition, the Texas Department of Agriculture is considered a qualified employer for the Department of Education’s Public Student Loan Forgiveness (PSLF) program.

Only candidates selected for a skills exercise/interview will be contacted. A skills exercise may be conducted for interview purposes.

Due to the high volume of applications, we do not accept telephone calls. If you submitted your application through the CAPPS Career Center, you may also check the status of your application by accessing your profile and selecting My Jobpage and selecting My Submissions.

• A valid government-issued driver’s license, which is recognized by the Texas Department of Public Safety and in good standing, and an acceptable driving record are required. TDA will verify this information with the Texas Department of Public Safety. Applicants with a driver’s license not issued by the State of Texas should obtain and be prepared to provide a copy of their current driving record on or before their first day

Equal Employment Opportunity (EEO): The Texas Department of Agriculture (TDA) is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, age, genetic information, veteran’s status, or protected activity (retaliation). TDA provides accommodations for persons with disabilities in accordance with the American with Disabilities Act. If you need help with the employment process or require other accommodations, please contact the Human Resources office for assistance at (512) 463-7454.

TDA participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization.

Veterans and Former Foster Child Employment Preference: TDA complies with the provisions of the veterans and former foster child employment preference acts. Please contact our Human Resources-Veterans Liaison at (512) 463-7454 for assistance.

Go to https://texasskillstowork.com/, https://www.onetonline.org/, or http://www.careeronestop.org/ for assistance translating your military experience and training courses into civilian job terms, qualifications/requirements, and skill sets.

Additional Military Occupational Specialty (MOS) Code or Crosswalk information is available from the Texas State Auditor’s Office at Program Management MOS Codes.