TDA - FND - Complaint Resolution Investigator (58008)
Texas Department of Agriculture, Austin, Texas, us, 78716
Job Summary
Texas Department of Agriculture – Food and Nutrition Division (TDA FN). The division administers 12 federal child and special nutrition programs and manages more than $2.5 billion in federal funds annually to reduce hunger, promote nutrition, and support local economies across Texas.
About the Position Complaint Resolution Investigator – Investigator IV (State Classification 1354F). Salary B20: $5,400.00 – $6,000.00 per month. The role is based in Austin, Ft. Worth, Lubbock, Houston, Waco, and San Antonio, TX, and requires travel across the state as needed. Telework is not available; employees must be physically present at the workplace.
Primary Responsibilities
Efficiently, effectively, and promptly manage all formal and informal complaints, including researching facts, contacting and interviewing potential witnesses and complainants, and delivering excellent customer service throughout investigations.
Ensure complaints are logged, thoroughly documented, and conclusions supported by working papers that include submitted documents, interviews, and other appropriately referenced supporting documentation in a timely manner.
Prepare a concise, well‑written, grammatically correct final report that presents the results of the investigation, indicating whether each complaint was substantiated, unsubstantiated, inconclusive, or non‑responsive.
Notify the United States Department of Agriculture (USDA) of Civil Rights complaints and receive Civil Rights complaints from USDA, processing them promptly according to USDA requirements.
Ensure complaints are closed within the required 30‑day timeframe, drawing an accurate conclusion based on supporting documentation.
Serve as the subject matter expert on complaint processes, including suggesting process improvements, tracking outcomes, identifying best practices, and providing guidance for complaint resolution.
Conduct research to provide data to management, collaborate with the Program Advancement Section to identify and analyze trends, and report on operational efficiency and effectiveness regarding complaints.
Maintain the record‑keeping and filing system for complaints, including correspondence, forms, and documents, in accordance with the agency’s Records Management Policy.
Follow all TDA policies and procedures.
Perform other duties as assigned.
Qualifications
Bachelor’s degree (one year of work experience related to the essential duties may substitute for one year of college).
Minimum three (3) years of work experience in a Quality Assurance/Quality Control role (investigating complaints, researching and citing statutes, and experience with implementing processes and/or corrective action programs).
Valid Texas driver’s license with an acceptable driving record.
Knowledge of investigative principles, techniques, and procedures, as well as administrative procedures, practices, and rules of evidence.
Skill in providing customer service excellence to both internal and external customers and in using a computer and applicable software.
Ability to conduct investigations, interpret and apply laws and regulations, work with local, state, and federal agencies, conduct interviews and gather facts, evaluate findings, prepare reports, communicate effectively, both orally and in writing, work effectively under pressure and meet strict deadlines while maintaining extreme attention to detail, exercise sound judgment and discretion, and maintain strict confidentiality.
Physical Requirements / Working Conditions Normal office work environment with exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary but may involve walking, standing, pulling and pushing, kneeling, stooping and bending, performing tasks requiring fine motor skills and coordination, and safely lifting and carrying items weighing up to 30 pounds. Must be able to work extended periods at a computer and may require extended hours, some evenings and weekends, and occasional travel (up to 30 % overnight).
Telework Telework is not offered. Employees are required to be physically present during core business hours (8:00 a.m. – 5:00 p.m., Monday‑Friday). Limited customer service is provided between 6:00‑8:00 a.m. and 5:00‑6:00 p.m.
Visa Sponsorship We are unable to sponsor or take over sponsorship of an employment visa.
Benefits
Retirement Plan
Paid Group Health Life Insurance for employees
Paid Holidays
Paid Vacation Leave
Paid Sick Leave
Longevity Pay
Dental
Vision
Dependent Optional Life Insurance
Voluntary ADD Insurance
Dependent Health Life Insurance
Health Dependent Care Flexible Spending Accounts
Application Process Applicants must submit a State of Texas Application through CAPPS or Work In Texas (WIT) and provide supplemental questions. Only candidates selected for an interview will be contacted. A skills exercise may be conducted during the interview. The State of Texas offers a variety of benefits that are comprehensive and, on average, make up about one‑third of total compensation.
Due to the high volume of applications, we do not accept telephone calls. If you submitted your application through the CAPPS Careers Section, you may check the status by accessing your profile and selecting My Jobpage and then My Submissions.
#J-18808-Ljbffr
About the Position Complaint Resolution Investigator – Investigator IV (State Classification 1354F). Salary B20: $5,400.00 – $6,000.00 per month. The role is based in Austin, Ft. Worth, Lubbock, Houston, Waco, and San Antonio, TX, and requires travel across the state as needed. Telework is not available; employees must be physically present at the workplace.
Primary Responsibilities
Efficiently, effectively, and promptly manage all formal and informal complaints, including researching facts, contacting and interviewing potential witnesses and complainants, and delivering excellent customer service throughout investigations.
Ensure complaints are logged, thoroughly documented, and conclusions supported by working papers that include submitted documents, interviews, and other appropriately referenced supporting documentation in a timely manner.
Prepare a concise, well‑written, grammatically correct final report that presents the results of the investigation, indicating whether each complaint was substantiated, unsubstantiated, inconclusive, or non‑responsive.
Notify the United States Department of Agriculture (USDA) of Civil Rights complaints and receive Civil Rights complaints from USDA, processing them promptly according to USDA requirements.
Ensure complaints are closed within the required 30‑day timeframe, drawing an accurate conclusion based on supporting documentation.
Serve as the subject matter expert on complaint processes, including suggesting process improvements, tracking outcomes, identifying best practices, and providing guidance for complaint resolution.
Conduct research to provide data to management, collaborate with the Program Advancement Section to identify and analyze trends, and report on operational efficiency and effectiveness regarding complaints.
Maintain the record‑keeping and filing system for complaints, including correspondence, forms, and documents, in accordance with the agency’s Records Management Policy.
Follow all TDA policies and procedures.
Perform other duties as assigned.
Qualifications
Bachelor’s degree (one year of work experience related to the essential duties may substitute for one year of college).
Minimum three (3) years of work experience in a Quality Assurance/Quality Control role (investigating complaints, researching and citing statutes, and experience with implementing processes and/or corrective action programs).
Valid Texas driver’s license with an acceptable driving record.
Knowledge of investigative principles, techniques, and procedures, as well as administrative procedures, practices, and rules of evidence.
Skill in providing customer service excellence to both internal and external customers and in using a computer and applicable software.
Ability to conduct investigations, interpret and apply laws and regulations, work with local, state, and federal agencies, conduct interviews and gather facts, evaluate findings, prepare reports, communicate effectively, both orally and in writing, work effectively under pressure and meet strict deadlines while maintaining extreme attention to detail, exercise sound judgment and discretion, and maintain strict confidentiality.
Physical Requirements / Working Conditions Normal office work environment with exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary but may involve walking, standing, pulling and pushing, kneeling, stooping and bending, performing tasks requiring fine motor skills and coordination, and safely lifting and carrying items weighing up to 30 pounds. Must be able to work extended periods at a computer and may require extended hours, some evenings and weekends, and occasional travel (up to 30 % overnight).
Telework Telework is not offered. Employees are required to be physically present during core business hours (8:00 a.m. – 5:00 p.m., Monday‑Friday). Limited customer service is provided between 6:00‑8:00 a.m. and 5:00‑6:00 p.m.
Visa Sponsorship We are unable to sponsor or take over sponsorship of an employment visa.
Benefits
Retirement Plan
Paid Group Health Life Insurance for employees
Paid Holidays
Paid Vacation Leave
Paid Sick Leave
Longevity Pay
Dental
Vision
Dependent Optional Life Insurance
Voluntary ADD Insurance
Dependent Health Life Insurance
Health Dependent Care Flexible Spending Accounts
Application Process Applicants must submit a State of Texas Application through CAPPS or Work In Texas (WIT) and provide supplemental questions. Only candidates selected for an interview will be contacted. A skills exercise may be conducted during the interview. The State of Texas offers a variety of benefits that are comprehensive and, on average, make up about one‑third of total compensation.
Due to the high volume of applications, we do not accept telephone calls. If you submitted your application through the CAPPS Careers Section, you may check the status by accessing your profile and selecting My Jobpage and then My Submissions.
#J-18808-Ljbffr