Job Description

Requisition No: 854757 

Agency: Department of Health

Working Title: SWITCHBOARD OPERATOR II - 64082874

 Pay Plan: Career Service

Position Number: 64082874 

Salary: $1,298.46 Biweekly 

Posting Closing Date: 06/23/2025 

Total Compensation Estimator 

Open Competitive

Your Specific Responsibilities:

This is specialized complex support work for a growing caseload of the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). The incumbent is expected to maintain a courteous and cooperative working relationship with staff and the public. Work requires independent judgement and decision making and must follow specific federally regulated procedures. Work is performed at the Florida Department of Health in Osceola County at one of our sites based on staffing needs

Assist with high volume of telephone calls in a courteous and friendly manner using an on-line appointment system to schedule clients for correct appointments type at correct time intervals.

Perform moderately complex client registration into computer database. Interview client to obtain and/or update demographics.

Explain WIC program eligibility, application procedures, correct EBT/benefit usage and return appointment system.

Responsible for retrieving and reviewing FL-Wise reports as assigned which may include, but not limited to: Clients Eligible for Benefits with No Future Appointments; All Clients Eligible for Benefits Client by Cert End Date, WIC Local Agency Message Log, etc. Documentation of actions taken is written on report and submitted to supervisor upon completion.

Provide referrals to appropriate health department services, other state programs and/or applicable community agencies and organizations.

Attend and participate in staff development training and in-service training sessions as well as regularly scheduled departmental staff meetings.

Responsible for keeping current with and timely submission of e-mails, timesheets, and EARS.

Performs related duties as required by supervisor

Required Knowledge, Skills, and Abilities:

Knowledge, skills and abilities, including utilization of equipment, required for the position:

Accurate typing skills, basic mathematical skills, customer service skills, telephone etiquette, computer skills, investigative/cross referencing, basic filing skills, basic knowledge of nutrition education and breastfeeding education. Ability to multi-task in a fast-paced environment and knowledge of time management principles to accomplish daily workflow. Proficient computer skills including but not limited to Microsoft Office, Outlook, HMS, FL-WISE, etc.

Qualifications:

Minimum -

• At least 6 months of experience in a high-volume call center setting
• Experience in registering patients/clients into a computer system
• Experience in scheduling appointments in a computer system
• Willing to rotate within different sites and work extended hours if needed
• At least 6 months of customer service experience
• Fully bilingual in English and Spanish
• Willing to perform emergency duties during disasters, before, during and/or beyond normal working hours or days

Preferred - 

• Experience in WIC or with FL-Wise
• Coursework in nutrition or breastfeeding

Florida Department of Health Mission, Vision, and Values:

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be the  Healthiest  State in the Nation.

Values:

I  nnovation: We search for creative solutions and manage resources wisely.

C  ollaboration: We use teamwork to achieve common goals & solve problems.

A  ccountability: We perform with integrity & respect.

R  esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E  xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work:

Florida Department of Health in Osceola

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions

(For more information, please click );

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit  .

Please be advised:

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website:  

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement. 

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. 

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. 

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act. 

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here . All documentation is due by the close of the vacancy announcement. 

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