GOVERNMENT ANALYST II - 41000175

State of Florida; Tallahassee (FL); On-site; USD 48,000 - 58,000; Full time

Benefits offered by this job

Annual and Sick Leave

Nine paid holidays

Health insurance

Life insurance

Retirement plan with employer contribs

Job summary

The Office of the Attorney General in Tallahassee seeks a Government Analyst II to join the Citizen Services team. You will handle complaint data, perform research, and provide informed responses to inquiries, with independent judgment and adherence to agency writing standards.

This is a higher-level, full-time role requiring strong communication, policy knowledge, and the ability to work independently during 8:00am-5:00pm hours. The position offers comprehensive state benefits.

Qualifications

• Minimum qualifications include a Bachelor's degree with 3 years of professional/technical experience, or a Master's with 2 years, or a JD/PhD with 1 year of experience.
• Excellent verbal and written communication skills are required.
• Typing speed of at least 35 WPM is expected.
• Experience in call center or customer service environment is preferred.

Responsibilities

• Review and edit written complaints related to OAG duties and trends.
• Assist trainer with mentorship of new Government Analyst I.
• Conduct research using media, consumer protection alerts, the Internet, and agency databases; coordinate with staff and external agencies.
• Determine effective solutions and route complaints to the proper sections or experts.
• Provide prompt verbal and written information to complainants and draft concise summaries.

Skills

Excellent communication

Typing 35 WPM

Customer service experience

Research and analysis

Education

Bachelor's degree + 3 years experience

Master's degree + 2 years experience

Juris Doctorate/Doctorate + 1 year experience

Job description

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The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:886538

Agency: Office of the Attorney General

Working Title: GOVERNMENT ANALYST II - 41000175

We are looking to hire reliable, professional, and compassionate individuals who love to help people to work on our Citizen Services team.

If you have excellent communication skills, good typing skills, and can work on the phones for an extended period, you are a great candidate for our position!

Learn more below about why we’re a great place to work.

Our Organization and Mission:

The Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts, from trial courts to the U.S. Supreme Court. The Attorney General’s Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws. At the OAG, staff are afforded an array of opportunities to serve the community and citizens of Florida, including in areas of criminal appeals, civil litigation, consumer protection, Medicaid fraud, and victims and civil rights. We invite you to visit our website at www.myfloridalegal.com to learn more about the State of Florida’s law firm and its many opportunities.

Salary and Benefits:

$53,000.08 Annually / $2,038.46 Biweekly

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 insurance (totaling an annual family benefit value of $19,812, or $9,161 for individuals).
• Basic life insurance policy for $25,000 at no cost for all employees.
• Life, Dental, and Vision
• Additional Supplemental Insurance options
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com ).

The Difference You Will Make:

The Office of Citizen Services is dedicated to the Attorney General's vow to protect the citizens of Florida from fraud, and serves as the agency's point-of-contact for complaints and inquiries; provides the public with information on the Attorney General's duties, responsibilities and initiatives; provides reliable information on consumer scams, emerging issues, and resources; and provides meaningful help to consumers toward resolving complaints through referrals and informal mediation when appropriate. During declared states of emergency, we also operate the OAG’s Price-Gouging Hotline.

The Work You Will Do:

This is work collecting and compiling complaint data, conducting comprehensive research using multiple media venues, analyzing and responding to inquiries verbally and in writing, exercising independent judgment to assist complainants in accordance with the agency’s consumer advocacy mission while using agency approved writing standards.This is a higher-level position. Working independently with minimal supervision while meeting or exceeding goals and expectations. Ability to logically process a problem through to a solution, make independent decisions, and discernment to know when an issue needs to be reviewed by management (i.e. media issues, influx that warrants front office involvement, high profile)

Business hours are Monday – Friday, 8:00am - 5:00pm. Regular attendance and punctuality is required.

Duties include but are not limited to:

• Primary Duty: review and provide edit feedback to written complaints in relation to OAG duties, as well as in relation to current consumer & public interest issues; consumer scams, fraud, and complaint trends and resources.
• Primary Duty: assist trainer with mentor/training of new Government Analyst I.
• Primary Duty: research and fact checking, uses multimedia resources, including consumer protection alerts and news; Internet searches; OAG agency databases; communicating with OAG subject experts/staff; communicating with external government and consumer agencies; informal review of Florida Statutes, rules and regulations.
• Primary Duty: determines effective accurate solutions for problems and questions.
• Primary Duty: accurately routes complaints under OAG jurisdiction to proper sections or subject experts.
• Provides prompt verbal assistance and information to complainants about their rights, responsibilities and resources, including local, state, and federal agencies, and consumer advocacy organizations.
• Writes accurate concise summaries of verbal and written complaints, inquiries, information requests and other correspondence, and accurately documents complaint data for future trend analysis and public records searches.
• Composes written responses in direct business writing style, using consumer advocacy language when appropriate.
• Exercises independent judgment in handling complaints via quickest, most effective media (phone call, email, postal, fax) and providing the most helpful response.
• Assists with maintenance and refinement of non-complex but dynamic referral resources and instructions.
• Maintains up-to-date knowledge of OAG agency priorities, section overviews, general duties and chapter 501, FS, Florida's Deceptive and Unfair Trade Practices Act.
• Maintains up-to-date knowledge of current consumer, public interest and legislative issues; consumer scams, fraud, and complaint trends and resources.
• Maintains understanding of OAG complaint process from initiation to closure to effectively find and share data, to troubleshoot workflow issues, and for cross-training.
• Recognizes and documents patterns of complaints, complaint trends and surges in relation to the OAG's consumer protection role and Ch. 501 FS.
• Recognizes and promptly handles or escalates non-consumer complaints that involve urgent or potentially controversial safety/abuse/medical issues, security concerns, and issues that require law enforcement referrals.
• Identifies potential Senior Protection Team and safety concern complaints, collects necessary complaint data or delegates such research to staff.
• Ensures appropriate mandatory reporting is followed & documented to report concerns to law enforcement and state abuse hotline and follows proper workflow processes (via providing email copies or rerouting entries) to bring such complaints to attention of SPT units and other OAG staff as appropriate.
• Performs all other duties as assigned.

How You Will Grow:

Citizen Services is on the forefront of consumer issues and works closely with the Consumer Protection Division to collect and identify patterns of consumer complaints that may lead to investigation or action by the agency. In this role you will gain exposure to a broad range of topics including consumer issues, Lemon Law, Medicaid Fraud, identify theft, and more. This experience is valuable for promotion into other OAG Positions.

Minimum Qualifications:

• Seven (7) years of professional or technical experience in areas such as training, analyzing, developing and measuring instructional training programs, teaching, curriculum development, staff development, research, program evaluation, personnel or criminal justice, or
• Bachelor’s degree from an accredited college or university and three (3) years of professional or technical experience as described above, or
• A master’s degree from an accredited college or university and two (2) years of professional or technical experience as described above, or
• A juris doctorate or doctorate from an accredited college or university and one (1) year of professional or technical experience as described above.

Applicants who meet the minimum qualifications will be invited to complete a skills assessment. Those who meet a passing score of 75% on the skills test will be invited to advance to interview.

Preferred Qualifications:

• Excellent verbal and written communication skills, preference on editing experience
• Experience conducting fact-finding research, analyzing and/or summarizing information.
• Experience in a call center or customer service environment, customer resolution, consumer complaints, or citizen advocacy.
• Typing minimum 35 words per minute (WPM)

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• If you experience problems applying online, please call the People First Service Center at [phone].

IMPORTANT NOTICE:

To be considered for the position, your People First Applicant Profile must be completed in its entirety.

Applicants must ensure all employment periods and detailed work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained.

Applicants who do not respond to the qualifying questions will not be considered for this position. Responses to qualifying questions must be verifiable by skills and/or experience stated on the employment application and/or resume.

• Current and future vacancies may be filled from this advertisement for a period of up to six months. Following the six-month period, a new application must be submitted to an open advertisement to be considered for that vacancy.
• All state employees are required to participate in the direct deposit program pursuant to s. 110.113, F.S.

CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE:

All OAG positions are "sensitive or special trust" and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act. We hire only U.S. citizens and those lawfully authorized to work in the U.S.

E-VERIFY STATEMENT:

The Office of the Attorney General participates in the U.S. government’s employment eligibility verification program (e-verify).E-verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of the employment eligibility verification form (i-9).

PERSONS WITH DISABILITY/ADA STATEMENT:

The OAG supports the employment of individuals with disabilities and encourages them to seek employment within our agency. If you need an accommodation because of a disability, as defined by the Americans with Disabilities Act, in order to participate in the application process, please notify the people first service center at 877-562-7287. If you need an accommodation during the selection process, please notify the hiring authority in advance to allow sufficient time to provide an accommodation.

REMINDERS:

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from SSS. For more information, please visit the SSS website at: https: // www.sss.gov . 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.If you return to FRS employment before satisfying the requiredwaiting period, your retirement may be voided, and you may haveto repay all benefits you have received, including any DeferredRetirement Option Program (DROP) payout.

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.

Location:

TALLAHASSEE, FL, US, 32301 TALLAHASSEE, FL, US, 32302 TALLAHASSEE, FL, US, 32303 TALLAHASSEE, FL, US, 32304 TALLAHASSEE, FL, US, 32305 TALLAHASSEE, FL, US, 32307 TALLAHASSEE, FL, US, 32308 TALLAHASSEE, FL, US, 32309 TALLAHASSEE, FL, US, 32310 TALLAHASSEE, FL, US, 32311 TALLAHASSEE, FL, US, 32312 TALLAHASSEE, FL, US, 32316 TALLAHASSEE, FL, US, 32317 TALLAHASSEE, FL, US, 32399

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.