TDA - FND - Complaint Resolution Investigator (58008)
CAPPS, Inc., Lubbock, TX, United States
Complaint Resolution Investigator
Salary Information:
B20 - $5,400.00 - $6,000.00/MO. State Classification:
Investigator IV -1354 FLSA Status:
Exempt Posting Number:
26-58008-2R Location:
Austin, Ft Worth, Lubbock, Houston, Waco, and San Antonio, TX. This position will work across the state of Texas, as needed. Telework Option:
TDA does not offer telework, and all employees are required to be physically present for work. How To Apply:
Apply online via
CAPPS . Applicants applying in Work In Texas (WIT) will be required to complete additional supplemental questions, optionally provide EEO information, including how you heard about the job, and provide an electronic signature in the CAPPS Career Section to be considered for the position. Who Are We:
The Texas Department of Agriculture's Food and Nutrition Division administers 12 federal child and special nutrition programs and more than $2.5 billion in federal money annually. These programs aim to reduce hunger, encourage strong nutrition, and support local economies across Texas. What You'll Do:
The Compliant Resolution Investigator will investigate and draft findings regarding highly complex complaints submitted to the Texas Department of Agriculture (TDA) Food & Nutrition (F&N) division. You will assist in developing processes and procedures to ensure the quality and consistency of all aspects and functions of the F&N's required complaint activities including ensuring compliance with federal and state requirements. You are responsible for the timely and thorough investigation of complaints submitted through various means. This position is expected to work under limited supervision with moderate latitude for the use of initiative and independent judgment. Primary Responsibilities:
Responsible for efficiently, effectively, and promptly managing all formal and informal complaints, including research facts, contacting and interviewing potential witnesses and complainants, while delivering excellent customer service during investigations. This will include the investigation of alleged violations of laws, rules, and regulations to ensure the organization complies with federal and state guidelines for complaint resolution, and determining necessary actions, and referring issues internally or externally as needed to reach final resolution. Ensure complaints are logged, thoroughly documented, and conclusions are 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 that complaints are closed within the required 30-day timeframe, including drawing an accurate conclusion based on supporting documentation. Serve as the subject matter expert on the complaint processes, including but not limited to suggesting process improvements to enhance efficiency and effectiveness, tracking outcomes, inputs, and outputs, identifying best practices, and providing guidance for complaint resolution. Conduct necessary research to provide data to management as it collaborates with the Program Advancement Section to identify and analyze trends, research, and report on operational efficiency and effectiveness regarding complaints. This includes summarizing the outcomes of complaint investigations and providing feedback on areas of the process that can be improved. Also, identify or improve existing processes, software applications, remote capabilities, and system testing. 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
Qualifications/Requirements for the Position:
To be considered for the position, applicants must submit a State of Texas Application through CAPPS or WIT experience listed on the application and/or resume must state how each of the following qualifications are met). 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 and an acceptable driving record. Knowledge, Skills & Abilities:
Knowledge of investigative principles, techniques, and procedures; and administrative procedures, practices, and rules of evidence. Skill in providing customer service excellence to both internal and external customers; in the use of a computer and applicable software. Ability to conduct investigations; to interpret and apply laws and regulations; to work with local, state, and federal agencies; to conduct interviews and gather facts; to evaluate findings; to prepare reports; to communicate effectively, orally and in writing; to work effectively under pressure and meet strict deadlines while maintaining extreme attention to detail; to exercise sound judgment and discretion; and to maintain strict confidentiality. Physical Requirements & Working Conditions:
Normal office work environment and may have exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary in nature 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 working extended hours and some evenings and weekends, as needed. May involve travel, occasionally overnight (up to 30%). Telework & Work Hours:
The agency does not offer telework. TDA employees are required to be physically present for work. The agency's core business hours are from 8:00 a.m. to 5:00 p.m., Monday through Friday. TDA also provides limited customer service between 6:00-8:00 a.m. and 5:00-6:00 p.m. H-1B Visa Sponsorship:
We are unable to sponsor or take over sponsorship of an employment Visa. Benefits:
The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation. Benefits include: 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 AD&D Insurance Dependent Health & Life Insurance Health & Dependent care flexible spending accounts Only candidates selected for an interview will be contacted. A skills exercise may be conducted at the time of the interview. 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 of your application by accessing your profile and selecting My Jobpage and then selecting My Submissions. To be considered for the position, applicants must complete additional supplemental questions, optionally provide EEO information including how you heard about the job, and provide an electronic signature in the CAPPS Career Section. A valid government-issued driver's license, which is recognized by the Texas Department of Public Safety and in good standing, and an acceptable driving record are required. TDA will verify this information with the Texas Department of Public Safety. Applicants with a driver's license not issued by the State of Texas should obtain and be prepared to provide a copy of their current driving record on or before their first day. Background Checks: A criminal conviction records check is required for applicants who are selected for a position. **Foreign Credentials: Upload an evaluation of your coursework if you have obtained a degree(s) from a school outside of the United States; otherwise, we cannot give you credit for your degree. Some organizations that provide evaluation services are: Foreign Credential Services of America 1910 Justin Lane, Austin, TX 78757-2411 Phone: 512-459-8428 SpanTran: The Evaluation Company 2400 Augusta Drive, Suite 451 Houston, TX 77057 Phone: 713-266-8805 Global Credential Evaluators, Inc. P.O. Box 9203 College Station, TX 77842 Phone: 512-528-0908 Equal Employment Opportunity (
Salary Information:
B20 - $5,400.00 - $6,000.00/MO. State Classification:
Investigator IV -1354 FLSA Status:
Exempt Posting Number:
26-58008-2R Location:
Austin, Ft Worth, Lubbock, Houston, Waco, and San Antonio, TX. This position will work across the state of Texas, as needed. Telework Option:
TDA does not offer telework, and all employees are required to be physically present for work. How To Apply:
Apply online via
CAPPS . Applicants applying in Work In Texas (WIT) will be required to complete additional supplemental questions, optionally provide EEO information, including how you heard about the job, and provide an electronic signature in the CAPPS Career Section to be considered for the position. Who Are We:
The Texas Department of Agriculture's Food and Nutrition Division administers 12 federal child and special nutrition programs and more than $2.5 billion in federal money annually. These programs aim to reduce hunger, encourage strong nutrition, and support local economies across Texas. What You'll Do:
The Compliant Resolution Investigator will investigate and draft findings regarding highly complex complaints submitted to the Texas Department of Agriculture (TDA) Food & Nutrition (F&N) division. You will assist in developing processes and procedures to ensure the quality and consistency of all aspects and functions of the F&N's required complaint activities including ensuring compliance with federal and state requirements. You are responsible for the timely and thorough investigation of complaints submitted through various means. This position is expected to work under limited supervision with moderate latitude for the use of initiative and independent judgment. Primary Responsibilities:
Responsible for efficiently, effectively, and promptly managing all formal and informal complaints, including research facts, contacting and interviewing potential witnesses and complainants, while delivering excellent customer service during investigations. This will include the investigation of alleged violations of laws, rules, and regulations to ensure the organization complies with federal and state guidelines for complaint resolution, and determining necessary actions, and referring issues internally or externally as needed to reach final resolution. Ensure complaints are logged, thoroughly documented, and conclusions are 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 that complaints are closed within the required 30-day timeframe, including drawing an accurate conclusion based on supporting documentation. Serve as the subject matter expert on the complaint processes, including but not limited to suggesting process improvements to enhance efficiency and effectiveness, tracking outcomes, inputs, and outputs, identifying best practices, and providing guidance for complaint resolution. Conduct necessary research to provide data to management as it collaborates with the Program Advancement Section to identify and analyze trends, research, and report on operational efficiency and effectiveness regarding complaints. This includes summarizing the outcomes of complaint investigations and providing feedback on areas of the process that can be improved. Also, identify or improve existing processes, software applications, remote capabilities, and system testing. 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
Qualifications/Requirements for the Position:
To be considered for the position, applicants must submit a State of Texas Application through CAPPS or WIT experience listed on the application and/or resume must state how each of the following qualifications are met). 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 and an acceptable driving record. Knowledge, Skills & Abilities:
Knowledge of investigative principles, techniques, and procedures; and administrative procedures, practices, and rules of evidence. Skill in providing customer service excellence to both internal and external customers; in the use of a computer and applicable software. Ability to conduct investigations; to interpret and apply laws and regulations; to work with local, state, and federal agencies; to conduct interviews and gather facts; to evaluate findings; to prepare reports; to communicate effectively, orally and in writing; to work effectively under pressure and meet strict deadlines while maintaining extreme attention to detail; to exercise sound judgment and discretion; and to maintain strict confidentiality. Physical Requirements & Working Conditions:
Normal office work environment and may have exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary in nature 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 working extended hours and some evenings and weekends, as needed. May involve travel, occasionally overnight (up to 30%). Telework & Work Hours:
The agency does not offer telework. TDA employees are required to be physically present for work. The agency's core business hours are from 8:00 a.m. to 5:00 p.m., Monday through Friday. TDA also provides limited customer service between 6:00-8:00 a.m. and 5:00-6:00 p.m. H-1B Visa Sponsorship:
We are unable to sponsor or take over sponsorship of an employment Visa. Benefits:
The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation. Benefits include: 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 AD&D Insurance Dependent Health & Life Insurance Health & Dependent care flexible spending accounts Only candidates selected for an interview will be contacted. A skills exercise may be conducted at the time of the interview. 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 of your application by accessing your profile and selecting My Jobpage and then selecting My Submissions. To be considered for the position, applicants must complete additional supplemental questions, optionally provide EEO information including how you heard about the job, and provide an electronic signature in the CAPPS Career Section. A valid government-issued driver's license, which is recognized by the Texas Department of Public Safety and in good standing, and an acceptable driving record are required. TDA will verify this information with the Texas Department of Public Safety. Applicants with a driver's license not issued by the State of Texas should obtain and be prepared to provide a copy of their current driving record on or before their first day. Background Checks: A criminal conviction records check is required for applicants who are selected for a position. **Foreign Credentials: Upload an evaluation of your coursework if you have obtained a degree(s) from a school outside of the United States; otherwise, we cannot give you credit for your degree. Some organizations that provide evaluation services are: Foreign Credential Services of America 1910 Justin Lane, Austin, TX 78757-2411 Phone: 512-459-8428 SpanTran: The Evaluation Company 2400 Augusta Drive, Suite 451 Houston, TX 77057 Phone: 713-266-8805 Global Credential Evaluators, Inc. P.O. Box 9203 College Station, TX 77842 Phone: 512-528-0908 Equal Employment Opportunity (