Position Function: The Consumer Affairs Specialist will serve as the central point of contact to resolve complaints, disputes, and grievances from the provider network, children and youth, families, attorney ad litem, and other key stakeholders within the SSCC continuum of care. The Consumer Affairs Specialist, under the direction of the Manager of Consumer Affairs and Resources will develop and execute comprehensive policies and procedures to respond and track grievances, disputes and complaints in a timely manner.

Educational Requirements: Bachelor’s Degree from an accredited college or university and 2+years relevant administrative experience, or commensurate combination of relevant experience and education.

Experience Requirements: Two years of experience in social services/education and/or behavioral health with an understanding of the child welfare system.  The successful candidate must be able to comfortably support multiple constituency groups, including neighborhood representatives, individuals from the state and local government agencies, foster parents and community partners.  Non-profit or government work experience preferred.  Demonstrated experience with working in community relations for a fast-paced, ever-changing organization.  The employee has outstanding writing, presentation and communication skills and editorial expertise.   Proven excellent interpersonal communication, teamwork and organizational skills.   Must have comprehensive knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software, including Word, Excel, and other MS Office products.

Functional Requirements:

A working knowledge of consumer affairs, internal affairs, and/or experience in customer relations.

Experience in mediating conflicts and investigative/interviewing techniques preferred.

Previous work with child/youth and/or family or understanding of the Texas DFPS system is required.

Working knowledge or Minimum Standards for Child Placing Agencies is preferred.

Bilingual with English and Spanish is a plus.

Working Conditions: Scheduled for a minimum of 40 hours per week, occasional work on weekends and some evening as necessary. The position is sensitive to the service population’s cultural and socioeconomic characteristics.

Exposure to Confidential Information: Consumer Affair Specialist will maintain confidentiality and follow policies related to personnel records and client records.

Key Expectations/Responsibilities:

Manage the daily operations of the Consumer Affairs Department.

Responds to Our Community Our Kids (OCOK), network providers, families, youth, attorney ad litem, and other key stakeholders’ grievances, disputes and complaints.

Develop consumer affairs complaint resolution policies and procedures under the direction of the Manager of Consumer Affairs and Resources.

Analyzes consumer complaints to determine whether a violation or a breach of contract provisions has occurred.

Respond timely and appropriately to consumer complaints, and provide solutions to questions, inquiries, or problems.

Responsible for development and maintaining strong working relationships with Our Community Our Kids, network providers, families, youth, attorney ad litem, and other key stakeholders.

Prepare quarterly reports as part of the Performance Quality Improvement measure to quantify and qualify consumer feedback and build measurable deliverables to improve consumer experience within Our Community Our Kids providers.

Prepare monthly, quarterly and annual reports as part of the Performance Quality Improvement measure to quantify and qualify consumer feedback and build measurable deliverables to improve consumer experience.

Provide exemplary customer service to Our Community Our Kids organization, network providers, and consumers.

General Expectations

Adheres to all policies and procedures of the agency and its accrediting and standard setting bodies, such as Council on Accreditation (COA) and state requirements.

Maintains client confidentiality per Our Community Our Kids standards and all applicable codes of conduct.

Learns, understands, and supports Our Community Our Kids mission and purpose.

Responsible for the environmental, cultural, safety, diversity issues and needs of the clients and others that enter the work force.

Attends mandatory meetings.

Please apply online at https://achservices.org/en/about-ach/join-the-team/