Government Operations Consultant Ii

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date: oct 16, 2026

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requisition no:885700

agency: children and families

working title: government operations consultant ii -

this advertisement is for an internal agency position

the florida department of children and families (dcf) is seeking a career-focused, highly organized, and motivated individual to become an essential member of the enterprise support office triage team. The enterprise support office serves as a gateway to the different program offices within the department of children and families by ensuring that customer issues escalated to headquarters are resolved on time and with excellence.

The team strives to provide professional and accurate handling of all sensitive customer issues with the utmost compassion and respect.

this is a responsible position requiring both a dedication to high-quality customer service and knowledge of health and human services systems. This position provides headquarters-level responses to customer issues using a model of empathy, respect, and care. This position will defuse hostile situations and identify conflict resolutions. The incumbent must be able to effectively multitask and navigate through all available systems.

The incumbent must work with a sense of urgency as all work completed is time sensitive. This position requires both independent work and collaboration with teammates. The incumbent must be flexible and willing to assist in all areas of the enterprise support office when needed. This includes, but is not limited to, accepting incoming customer phone calls from the public and initiating outcoming phone calls and emails to internal and external customers.

in accordance with statute, administrative code, and operating procedures, the incumbent will use analytical and customer service skills to assess and resolve customer issues while providing clear and respectful communication to the customer and stakeholders. Duties for this position include, but are not limited to:

• assess and collect information regarding customer issues over the phone. This requires multitasking as the customer’s inquiry will be documented in a system of record during the phone call.
• triage and provide high-quality responses to client issues received at headquarters via email, phone, or customer walk-ins. This response must be complete, accurate, timely, and delivered with respect.
• handle most customer issues with 'one touch' resolution; route to appropriate program area(s), service center or community partner as needed; elevate more complex issues that require a higher level of coordination and longer-term management to appropriate team members; provide client referrals to community service agencies or other department programs where appropriate.
• provide written and verbal communications for customers and stakeholders of exceptional quality. Distill and communicate information in a way that it is understandable, actionable, and responds fully to each request or concern raised.
• advise management of elevated issues.
• acquire and maintain sufficient systems knowledge of program areas to effectively collaborate, analyze responses, and produce quality communications.
• complete specialized reviews and/or responses regarding communication from high profile offices to the public.
• collaborate with teammates regarding solutions to customer issues.

this is a full-time position, monday to friday, 8:00 am to 5:00 pm. Bilingual (english and spanish or creole) language skills preferred.

• current employment with the department of children and families
• at least 2…