Specialized Intake Processing Intake Specialist

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

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Functional

Title:

Specialized Intake Processing Intake Specialist

Job Title:Protective Srv Intake Spcl V

Agency:Health & Human Services Comm

Department:Specialized Intake Processing

Posting Number:21808

Closing Date:10/24/2026

Posting Audience:Internal and External

Occupational Category:Protective Services

Salary Range:$4,263.16-$5,178.00

Pay Frequency:Monthly

Salary Group:TEXAS-B-20

Shift:Day

Additional Shift:Days (First)

Telework:Eligible for Telework

Travel:Up to 5%

Regular/Temporary:Regular

Full Time/Part Time:Full time

FLSA Exempt/Non-Exempt:Nonexempt

Facility

Location:

Job Location City:AUSTIN

Job Location Address:701 W 51ST ST

Other Locations:

MOS Codes: ,,5832,14N,14NX,183X,1N0X1,230X,311A,31D,351L,351M,35L,35M,42SX,43HX,4C0X1,4E0X1 5IX
,683X,68X,71SX,73A,783X,HM,INV,IS,ISS,IV,MST,NC,OAP
12

Protective Services Intake Specialist V
- Serves as a Protective Services Intake Specialist in the Complaint and Incident Intake Call Center
- Specialized Intake Processing Unit. Answers calls and process complex inquiries complaints and incidents related to abuse/neglect/exploitation (A/N/E) involving abortion centers, ambulatory surgical centers, birthing centers, clinical laboratories, community mental health center, comprehensive outpatient rehabilitation facilities, crisis stabilization units, end stage renal disease facilities, general hospitals, psychiatric hospitals, special hospitals, narcotic/opioid treatment facilities, outpatient physical therapy and speech pathology service facilities, portable x‑ray services, rural health clinics, special care facilities and substance abuse (chemical dependency) treatment facilities and Long Term Care providers.

Performs initial triage of complaints along with complex analysis of complaints, requests for information and facility self‑reported incidents from the general public, legislative offices, news media, other agencies and organizations, regulatory services staff, facility residents, and family members in accordance with policies and procedures. Assesses intakes for determination of priority, allegation type, and handling to ensure that intake is in compliance with established performance standards along with ensuring state and federal (CMS) rules and regulations are followed.

Specialized processing and analysis include complaints and incidents received via email, postal mail, fax, web portal, voice mail and referrals submitted by agency program staff or other state agencies. All intakes are assessed for the determination of priority, allegation type, and handling and entered into intake systems.

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. Receives processes and distributes intake reports for investigations and other matters involving program information. Interprets policies, procedures, rules, regulations, and standards to internal and external stakeholders. Prepares summary of written and oral complaints, incidents, and information issues. Maintains current knowledge in assigned area by reviewing literature, attending meetings, seminars, or communicating with other professionals.

Evaluates complaints and incidents and assigns the proper priority for investigation. Communicates on a complex level with others (internally or externally) to provide, exchange or verify information, answer inquiries, address issues or resolve problems or complaints.

Knowledge of:
State and federal regulatory and assistance programs.

Skills in:
Working with ACD call systems and computers.

Ability to:
Communicate both orally and in writing. Normal Auditory Ability. Professional and knowledgeable attitude and behavior with members of the public and co-workers. General knowledge of Healthcare Regulation, Long-Term Care, or Regulatory Programs preferred.

N/A