***Telecommuting 4 days per week and may be required to report to HQ in Austin 1 day per week.***

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION: Performs advanced (senior-level) customer service work and provides technical support and training to both internal and external customers. Work involves evaluating, interpreting, and implementing state and federal statute, and determining eligibility of agencies and their designated personnel for access to highly confidential criminal history record information and databases. Work also involves coordinating external customer service support and receiving and responding to public inquiries for information and/or state services. May supervise the work of others. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

The following Military Occupational Specialty codes are generally applicable to this position.

Military Crosswalk for Occupational Category - Administrative Support (texas.gov)

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. Respond to phone, email, letter and fax inquiries, both internal and external non-criminal and criminal justice agencies, to include public, local and state agencies, and law enforcement.

2. Research eligibility and requests required documentation, in order to allow agency access to secure website.

3. Disseminate certified and/or notarized fingerprint cards and/or criminal history responses to appropriate individuals, entities and courts per applicable state statute.

4. Evaluate criminal history records to determine whether an individual meets the criterion for utilization of the applicable secure website.

5. Provide technical assistance to individuals having access to all databases; navigating the users through the functionality of the systems.

6. Compile and review information entered into databases and spreadsheets to ensure the accuracy of retrievable data and the generation of statistical reports.

7. Provide training to customers and client agency representatives, explaining policy and procedures, and interpreting specific legislative codes and statutes.

8. Maintain the security of the website, by ensuring the user’s compliance.

9. Coordinate receipt of payment for services rendered.

10. Develop standard operating procedures, guidelines and manual.

11. Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies.

12. Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education - Graduation from a standard senior high school or the equivalent.

Experience – Minimum of one (1) year progressively responsible experience performing complex administrative assistance involving customer service and concentrated operation of personal computers with multiple software packages in a business environment.

Substitution Note: Additional work experience of the type described or other related education may be substituted for one another on a year-for-year basis.

Regulatory Knowledge - Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State, and Federal regulations, legislation, guidelines, policies and procedures.

Analytical Skills - Must be analytical, detail-oriented, and able to multi-task without sacrificing accuracy or timeliness. Must demonstrate an ability to examine data/information, discern variations/similarities, and be able to identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Interpersonal Skills – Must exercise excellent interpersonal skills – position continually requires demonstrated poise, tact, diplomacy, and an ability to establish and maintain effective working/professional relationships with internal and external customers. Must demonstrate an ability to handle high-volume workloads, and competing demands, interruptions, and distractions in a steady and calm manner.

Communication Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.

Organizational Skills - Must be organized, flexible, and able to prioritize in a multi-demand and constantly changing environment. Demonstrated ability to meet multiple and sometimes conflicting deadlines without sacrificing accuracy or timeliness; ability to work independently; and to understand and effectively apply complex oral and written instructions and procedures. Must be able to self-audit own work, ensuring accuracy and completeness; must demonstrate an “ownership” of work products and duties, and an ability to accept direction and constructive review in a positive manner.

Customer Service (internal/external) - Must possess a keen awareness and commitment to providing excellent customer service, demonstrate a positive approach to providing assistance and striving for optimal outcomes, and possess the ability to actively listen without adversarial argument, debate, or unnecessarily frequent interruption.

Computer systems / hardware / software – Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and able to learn new software/systems as applicable to the position.

Confidentiality – Must be able to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Schedule and/or Remote/Telecommuting work and/or Travel – Telecommuting up to 4 days per week and may be required to report to HQ in Austin 1 day per week.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:
The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Environment: Office
• Ambulatory skills, e.g. stand, walk, sit; kneel;
• Hand-eye coordination and arm/hand/finger dexterity;
• Ability to speak, hear, and exercise visual acuity;
• Ability to transfer weights of 25 pounds anticipated for this position;

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.