Toll-Free Intake Specialist

Texas Health and Human Services; Austin (TX); On-site; USD 10,000 - 60,000; Full time

Job summary

Texas Health and Human Services is seeking a Toll-Free Intake Specialist to provide essential support in the Complaint and Incident Intake Processing Unit. This role involves answering complex queries related to abuse and neglect, processing intake reports, and maintaining regulatory knowledge. The position offers career advancement opportunities and a comprehensive benefits package, emphasizing health insurance and retirement plans.

Benefits

100% paid employee health insurance

Defined benefit pension plan

Generous time off benefits

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in healthcare preferred.
• Bilingual in English/Spanish is advantageous.

Responsibilities

• Answers calls related to abuse/neglect/exploitation.
• Performs complex analysis of complaints.
• Prepares summaries of complaints and incidents.

Skills

Communication

Knowledge of state and federal regulatory programs

Problem Solving

Data Entry

Bilingual (English/Spanish)

Education

Bachelor's Degree from an accredited college or university

Job description

Join to apply for the Toll-Free Intake Specialist role at Texas Health and Human Services

Join to apply for the Toll-Free Intake Specialist role at Texas Health and Human Services

Date: Jun 17, 2025

Location:

AUSTIN, TX

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: Toll-Free Intake Specialist

Job Title: Protective Srv Intake Spcl V

Agency: Health & Human Services Comm

Department: Toll Free Intake Processing

Posting Number: 6458

Closing Date: 09/15/2025

Posting Audience: Internal and External

Occupational Category: Protective Services

Salary Group: TEXAS-B-19

Salary Range: $4,020.33 - $5,019.54

Shift: Day

Additional Shift: Days (First)

Telework: Eligible for Telework

Travel: Up to 10%

Regular/Temporary: Regular

Full Time/Part Time: Full time

FLSA Exempt/Non-Exempt: Nonexempt

Facility Location:

Job Location City: AUSTIN

Job Location Address: 701 W 51ST ST

Other Locations:

MOS Codes

0149,5805,5821,5822,5832,14N,14NX,183X,1N0X1,230X,311A,31D,351L,351M,35L,35M,42SX,43HX,4C0X1,4E0X1

5IX,683X,68X,71SX,73A,783X,HM,INV,IS,ISS,IV,MST,NC,OAP12

Job Description

Work Hours 9:00 AM- 6:00 PM or other hours based on business needs. Serves as Protective Services Intake Specialist V in the Complaint and Incident Intake Toll-Free Intake Processing Unit. Answers calls related to abuse/neglect/exploitation (ANE) involving Nursing and Assisted Living Facilities, ICF/ID Facilities, Home Health and Hospice Agencies, Hospitals, End-Stage Renal Disease Facilities, and other program areas as appropriate. Performs complex analysis of complaints, requests for information, suggestions and facility reported incidents from the general public, legislative offices, news media, other agencies and organizations, regulatory services staff, facility residents and family members in accordance with policies and procedures. Answers calls, reviews faxes, mail and internet information received. Assesses intakes for determination of priority, allegation type and handling.

Essential Job Functions

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. Receives, processes, and distributes intake reports for investigations and other matters involving program information. Interprets policies, procedures, rules, regulations and standards to internal and external stakeholders. Prepares summary of written and oral complaints, incidents and information issues. Maintains current knowledge in assigned area by reviewing literature, attending meetings or seminars or communicating with other professionals. Evaluates complaints and incidents and assigns the proper priority for investigation. Communicates on a complex level with others (internally or externally) to provide, exchange or verify information, answer inquiries, address issues or resolve problems or complaints.

Registrations, Licensure Requirements or Certifications: N/A

Knowledge Skills Abilities

Knowledge of state and federal regulatory and assistance programs preferred. Skills in working with ACD call systems and computers. Normal Auditory Ability. Advanced ability to communicate both orally and in writing. Professional and knowledgeable attitude and behavior with members of the public and co-workers.

Initial Screening Criteria

A complete and clearly written application. Bachelor's Degree from an accredited college or university. Related work experience may be substituted for the required education on a year to year basis with a maximum substitution of (4) years. Experience in a healthcare or related field preferred. Data entry and computer and typing experience. Work hours for this position are 9:00 AM-6:00 PM or other hours based on business needs. Bilingual (English/Spanish) position.

Additional Information

Please note: An HHS employee may not maintain second employment with a company or volunteer with an entity that could benefit from access to confidential information the employee knows because of the employee’s official position. The HHS HR Policy Manual requires employees to complete and submit Form HR 0302, the moonlighting and outside activities form, and submit it to their supervisor. The agency’s review will consider whether the requested outside employment or activity could create a reasonable conflict or appearance of impropriety with their work duties at the agency. Per the HHS Ethics Policy, HHS employees are prohibited from working or volunteering with a contractor that the employee monitors as an HHS employee; a provider that the employee has a regulatory responsibility for as part of his work duties; or another state agency.

The position is eligible for telework with travel to the office as business needs require. Telework employees will not be reimbursed for travel from the employee’s residence to the office. Telework employees are responsible for providing the required infrastructure for working from home. HHSC does not pay installation, monthly fees, or other charges for additional equipment, personal telephone lines (cellular or land lines), or high-speed internet access in an employee’s residence. Must be available to work holidays as needed. In basket will be given. 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 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.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

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

Telework Disclaimer

This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.

Nearest Major Market: Austin

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Government Administration

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