PROGRAM SPECIALIST II-DOE

Summary

PROGRAM SPECIALIST II-DOE - 48003496

This position performs intermediate-level work under general supervision of the Program Specialist Supervisor II in the Communications & Policy Development Section of the Customer Contact Center in the Bureau of Educator Certification, Division of Public Schools. This position uses general guidelines or procedures to provide accurate educator certification information, in an efficient and professional manner via the contact center phone line and through email correspondence.

Duties & Responsibilities:

• Research and identifies college/university programs and individual college courses to meet Florida Educator Certification requirements as established in State Board of Education Rules.
• Review and evaluate documents submitted from other countries to determine applicability to meet Florida Education Certification requirements as established in State Board of Education Rules.
• Research information and provide informative responses to educator certification inquiries from applicants, the public, university/school district personnel, and staff in the Communications Unit via telephone, written correspondence or email.
• Complete appropriate file documentation for telephone calls, emails and office visitors and take appropriate follow-up actions on customer's files.
• Verifies that appropriate background screening clearance is on file prior to issuance of an educator certificate.
• Assist contact center staff as needed with calls requiring advanced certification knowledge.
• Complete cross training sessions to learn the evaluation process related to Florida Statutes, State Board of Education Rules, and Department/Bureau policies covering all subject areas.
• Review and evaluate credentials and supporting documentation to determine eligibility for the Temporary, Professional, Specialty certificates, renewal and reinstatement applications.
• Perform other duties as requested and assist the unit supervisor and other Bureau staff as necessary.

Knowledge, Skills, and Abilities:

• Knowledge of Florida State Board of Education Rules and procedures governing issuance of Educator's Certificates and renewal of certificates.
• Skills in keyboarding, updating database files, operating imaging and telephone system.
• Ability to organize work activities and handle difficult situations to prevent problems.
• Ability to prepare forms for computer entry
• Ability to communicate clearly and effectively both verbally and in writing.
• Ability to be productive under tight timeframes, balance multiple and competing priorities and maintain goal.
• Ability to work and perform under stressful conditions.
• Ability to demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of others.
• Ability to work independently and perform tasks and responsibilities with limited guidance and direction.
• Ability to establish and maintain effective working relationships with others.

Minimum Qualifications:

• Required Licensure/Registration/Certification/Experience or Education: Previous contact center or customer service experience

Preferred Qualifications:

• Experience using Microsoft Office products
• Versa Software experience
• CJIS Certification

Working for the State of Florida has benefits!

Job Description

PROGRAM SPECIALIST II-DOE - 48003496

This position performs intermediate-level work under general supervision of the Program Specialist Supervisor II in the Communications & Policy Development Section of the Customer Contact Center in the Bureau of Educator Certification, Division of Public Schools. This position uses general guidelines or procedures to provide accurate educator certification information, in an efficient and professional manner via the contact center phone line and through email correspondence.

Duties & Responsibilities:

• Research and identifies college/university programs and individual college courses to meet Florida Educator Certification requirements as established in State Board of Education Rules.
• Review and evaluate documents submitted from other countries to determine applicability to meet Florida Education Certification requirements as established in State Board of Education Rules.
• Research information and provide informative responses to educator certification inquiries from applicants, the public, university/school district personnel, and staff in the Communications Unit via telephone, written correspondence or email.
• Complete appropriate file documentation for telephone calls, emails and office visitors and take appropriate follow-up actions on customer's files.
• Verifies that appropriate background screening clearance is on file prior to issuance of an educator certificate.
• Assist contact center staff as needed with calls requiring advanced certification knowledge.
• Complete cross training sessions to learn the evaluation process related to Florida Statutes, State Board of Education Rules, and Department/Bureau policies covering all subject areas.
• Review and evaluate credentials and supporting documentation to determine eligibility for the Temporary, Professional, Specialty certificates, renewal and reinstatement applications.
• Perform other duties as requested and assist the unit supervisor and other Bureau staff as necessary.

Knowledge, Skills, and Abilities:

• Knowledge of Florida State Board of Education Rules and procedures governing issuance of Educator's Certificates and renewal of certificates.
• Skills in keyboarding, updating database files, operating imaging and telephone system.
• Ability to organize work activities and handle difficult situations to prevent problems.
• Ability to prepare forms for computer entry
• Ability to communicate clearly and effectively both verbally and in writing.
• Ability to be productive under tight timeframes, balance multiple and competing priorities and maintain goal.
• Ability to work and perform under stressful conditions.
• Ability to demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of others.
• Ability to work independently and perform tasks and responsibilities with limited guidance and direction.
• Ability to establish and maintain effective working relationships with others.

Minimum Qualifications:

• Required Licensure/Registration/Certification/Experience or Education: Previous contact center or customer service experience

Preferred Qualifications:

• Experience using Microsoft Office products
• Versa Software experience
• CJIS Certification

Working for the State of Florida has benefits!