Title: WIC Vendor Applications and Customer Service Specialist

Location: Austin, TX, United States

Job Description:

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. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: WIC Vendor Applications and Customer Service Specialist

Job Title: Compliance Analyst I

Agency: Health & Human Services Comm

Department: WIC Salaries

Posting Number: 2615

Closing Date: 02/07/2025

Posting Audience: Internal and External

Occupational Category: Office and Administrative Support

Salary Group: TEXAS-B-19

Salary Range: $4,020.33 - $5,178.00

Shift: Day

Additional Shift: Days (First)

Telework:

Travel: Up to 20%

Regular/Temporary: Regular

Full Time/Part Time: Full time

FLSA Exempt/Non-Exempt: Nonexempt

Facility Location:

Job Location City: AUSTIN

Job Location Address: 4616 W HOWARD LN

Other Locations: Austin

MOS Codes:

No direct military equivalent.

Brief Job Description: Performs routine compliance and technical assistance work for the Vendor Outreach Branch of the Vendor Management and Operations Unit. Work supports the United States Department of Agriculture (USDA) Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). Serves as liaison and provides customer service by phone, email and fax to Texas WIC vendors, local WIC agency staff, internal and external stakeholders and the general public to assist in explaining program and Texas WIC application specifics. Responsible for providing guidance and support to WIC vendors regarding agreements (applications) and contracts. Responsible for processing new vendor applications, assisting with scheduling onsite evaluations and trainings, verifying completion and compliance with all required Texas vendor permits and licensing, and ensuring compliance with federal regulations and state policies. Conducts participant access analysis for all vendors. Responsible for planning, developing, and implementation of revised and/or updated new and renewal WIC vendor applications. Supports WIC's technology transition, including any associated contracting and procurement activities, assists with tracking EBT readiness, assists with scheduling vendor certification levels and communicating status of each outlet to the vendor. Assists with policy and procedure changes and any vendor outreach activities. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Essential Job Functions:

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Provide guidance and support to WIC vendors regarding agreements (applications) and contracts. Handles intake of application/contract documents, ensures compliance with all regulations and policies, processes new vendor applications, and performs any applications/contracting functions related to WIC&#39;s technology transition. Assist with the planning, developing, and implementing of revised and/or updated new and renewal WIC vendor applications. Verify completion and compliance with all required federal regulations, state policies and Texas vendor permits and licensing. (25%)

Serve as liaison and provide customer service by phone, email, and fax to WIC vendors, local WIC agency staff, and internal and external stakeholders, and the general publics to assist in explaining program specifics and requirements. (20%)

Assist with scheduling onsite vendor evaluations, maintain records, and initiate correspondence of results. Assist with scheduling vendor training. (15%)

Perform outreach and communication activities including general program inquiries, preparation and distribution of marketing material, reporting, correspondence, distributing technical guidance documentation, and any other related customer service item. (10%)

Conduct participant access analysis. (10%)

Assist with tracking vendor EBT readiness, assist with scheduling vendor certification levels and communicate status of each vendor outlet to the vendor community. (10%)

Assist with updating and implementing WIC vendor policies and Branch and Unit procedures. Offer suggestions for revisions to the procedure manual. (5%)

Perform other duties as assigned including but not limited to actively participating and/or serving in a supporting role to meet the agency&#39;s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or locations. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment. (5%)

Knowledge Skills Abilities (KSAs):

KNOWLEDGE OF:

Local, state, and federal laws, regulations, policies, rules and requirements related to the WIC program
Knowledge of Electronic Benefits Transfer (EBT) readiness and vendor certification levels
General business practices and professional customer service protocols
Effective time management techniques

SKILL IN:

Effective verbal and written communication
Identifying problems, evaluating alternatives, and implementing solutions
Presenting complex information and answering inquiries clearly and accurately to an audience of internal and external stakeholders
Working collaboratively and cooperatively with diverse groups
Organizing, managing, and prioritizing tasks and schedules, projects, and reports
Ensuring attention to details
Preparing reports for internal and external stakeholders
Using various technology such as Microsoft Office Suite software including Excel, Outlook, databases, and internal systems and software

ABILITY TO:

Provide exceptional and accurate customer service to internal and external stakeholders
Think creatively and support creative thinking in others
Establish goals and objectives
Interpret data and develop effective operating procedures
Communicate clearly, concisely, and accurately both verbally and in writing
Build effective work teams
Prioritize and plan assignments, and handle multiple projects in a fast-paced environment
Gather, assemble, correlate, and analyze facts and information
Establish and maintain positive and effective working relationships with staff at all levels of the organization, and with internal and external stakeholders
Understand, interpret and apply department and agency rules, regulations, policies and procedures

Registrations, Licensure Requirements or Certifications:

Certified Texas Contract Manager (CTCM) or complete the requirements to become a Certified Texas Contract Manager within 12 months of employment.

Initial Screening Criteria:

At least two (2) years of customer service experience
At least two (2) years of experience in report development
Experience with the use of Microsoft Office software
At least two (2) years of experience in explaining policies/rules/procedures to others

Preferred Criteria:

Experience working for The State of Texas

ADDITIONAL INFORMATION

To be considered for an interview, applicants must demonstrate a clear match to all initial criteria in the EMPLOYMENT HISTORY, SUMMARY OF EXPERIENCE SECTIONS of the application. RESUMES WILL NOT BE CONSIDERED. The salary on this job posting reflects the minimum and maximum allowed, however, budget considerations often result in salary offers at the MINIMUM of the posted range. Internal applicants are encouraged to check the HR manual for any changes to their current salary.

All applicants chosen to participate in the virtual "face-to-face" interview process will be required to complete an on-camera skills assessment to demonstrate proficiencies and perspectives associated with this role at the time of the interview. All applicants participating in the virtual "face to face" interview process must also have access to a computer, the internet, Microsoft Teams, Microsoft Excel, and Microsoft Word. Only applicants selected for an interview will be notified of final selection. This position is currently a hybrid position, with some ability to work from home, but the selected candidate must be physically present in the Austin office at least one day per week, as directed by the manager. Additional meetings in Austin will be required. This hybrid arrangement is also subject to change. The person selected for this position must have internet access for working from home.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor's Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Nearest Major Market: Austin

Texas Health and Human Services Commission - HHSC

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