Works under minimal supervision of the Manager; in the interpretation of Texas Vital Statistics statutes, rules and regulations, and policies and procedures to review and determine the acceptability of customer applications for the issuance of (Birth, Death, Marriage and Divorce) and amendments to (Birth and Death Amendments, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits), vital records utilizing indexing systems (digital, paper, and microfiche) and complex automated system applications and software. Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions, using concise accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone, concerning their applications. Develops and conducts training of staff in assigned work areas and creates associated training manuals on policies and procedures. Performs quality assurance activities to identify operational improvements and reports results to Manager. Based on results of quality assurance reports, works with staff to implement solutions and improve quality of work output. Works with considerable latitude utilizing initiative and independent judgment. Performs other duties as assigned.

Essential Job Functions:
Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to review and determine the acceptability of highly complex customer applications for the issuance and amendments of vital records (vital records include records of Birth, Death, Marriage and Divorce and amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits). Determines information for the input into vital records indexing systems using digital, paper, and microfiche products. Reviews highly confidential personal information through the use of complex automated system applications and software for input, retrieval, customer support, document production, and other tasks related to the production of vital records. Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Work includes (1) preparation and composition of routine and non-routine correspondence utilizing Microsoft Office products and the Texas Electronic Vital Events Registrar (TxEVER) system to accept or reject customer applications; (2) review and certification of vital records for certificate issuance and/or sealed and non-sealed amendments; (3) examination and analysis of confidential customer documentation, including legal documents to ensure compliance with Texas Statutes and Vital Statistics rules and regulations; (4) accepts and deposits, as directed by Vital Statistics policy, any remittance (cash, check, money order, or voucher) found in customer applications; and (5) performs the allocation of customerapplications received daily from DSHS Fiscal and the Office of the State Comptroller using TxEVER. Provides direct customer service for the fulfillment of vital records requests.

Coordinates and performs quality assurance reviews of Customer Service Representative IV work to identify improvements in their acceptance/rejection of highly complex customer applications for the issuance of Birth, Death, Marriage and Divorce records as well as amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits. Based on these quality assurance reviews, provides highly advanced technical advice regarding the interpretation of Texas Vital Statistics statutes, rules, regulations, policies, and procedures for the issuance of /amendment to vital records. Reviews and reports quality assurance activities and performance metric results to Manager. Based on results of quality assurance reports, works with staff to implement solutions and improve quality of work output. Reviews and analyzes work product quality and statistical reports to plan daily activities and provide performance data toward the evaluation of team members. Develops and reviews workgroup procedures, provides technical assistance, and makes recommendations to the Manager. Assists in establishing weekly performance goals and identifies priorities or potential problem areas.

Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions regarding the review and determination of acceptability of customer application for vital records, using concise and accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone concerning their applications. Work includes (1) interpretation and explanation of Texas Vital Statistics statutes, rules, regulations, policies, and procedures; (2) investigates customer inquiries on TxEVER concerning the status of customer applications, makes a determination on the appropriate action to ensure resolution and escalates customer applications (urgent in nature) to Team Lead and/or Manager when resolution cannot be attained; and (3) determines the appropriate customer applications and/or forms required for customer requests and issues, as needed, through direct contact, e-mail, the telephone or mail.

Develops and conducts training of staff in assigned work areas and creates associated training materials on policies and procedures. Leads the activities of and trains Customer Service Representatives in the use of effective processing techniques based on highly proficient knowledge of Texas statutes, rules, regulations, and standard operating procedures. Responsible for adherence to security policy and control of confidential records. Ensures Customer Service Representatives accurately review and analyze applications and/or documentation to verify that statutes are not violated, and high-volume priority requests are expedited. At Manager’s request, participates in the interviewing and selection process.

Performs other duties as assigned by the Manager. Other duties as assigned may include actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or COOP activation. Such participation may include an alternate shift pattern assignment and/or location.

Knowledge Skills Abilities:
Knowledge of Texas Vital Statistics laws, policies, procedures and regulations.
Knowledge of computer software, Microsoft office products and Windows.
Knowledge of customer service practices and administrative procedures.
Knowledge of Vital Statistics security policies and procedures.

Skill in customer service.
Skills to operate a computer and utilize software such as Word, and Windows.
Skill to set priorities and goals for accomplishing workload within limited time frame and in a fast paced
environment.
Skill to perform tasks with a high degree of accuracy and paying close attention to detail.
Skills in verbal and written communication.

Ability to respond to customer inquiries in a timely manner.
Ability to perform quality assurance activities for adherence to policies and procedures.
Ability to work with confidential records/files/information.
Ability to plan, establish priorities, make decisions and recommendations.
Ability to assess workflow and resolve workflow issues.
Ability to effectively communicate with the public and team members.
Ability to establish and maintain effective working relationships with staff and managers.
Ability to provide written and verbal instructions to explain policies and procedures.
Ability to work independently and under minimal supervision.
Ability to make decisions in a fast paced and deadline-oriented environment.
Ability to interpret Texas Vital Statistics Law, policies, procedures and regulations.
Ability to sit and/or stand for extended periods of time.
Ability to compose correspondence utilizing Texas Vital Statistics terminology and standard business English.
Ability to communicate on the telephone and in person in a clear and diplomatic manner.
Ability to read cursive handwriting.
Ability to implement and evaluate effectiveness of procedures and systems and provide guidance to others.

Registration or Licensure Requirements:
N/A

Initial Selection Criteria:
Graduation from an accredited high school or GED; plus two (2) years of relevant work experience providing customer service via direct contact, correspondence, email and telephone.
Experience interpreting regulations, policies and procedures; local, state or federal legislation; and/or unit rules and regulations.
Experience in organizing workload, setting priorities and meeting deadlines.
Experience utilizing computers with Word, Outlook and Excel.
Experience working with confidential records and information.

Additional Information:
To be considered for an interview, applicants must demonstrate a clear match to all initial criteria in the EMPLOYMENT HISTORY and SUMMARY OF EXPERIENCE SECTIONS of the application. Resumes will not be considered.

Selected Applicant must submit to and pass a fingerprint-based criminal background check. Note: There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx

MOS Code:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 42A, YN, 0111, 3A1X1. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information, see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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