TDA - FND - Complaint Resolution Investigator (58008)
Texas Department of Agriculture, Austin, TX, United States
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. Telework Option: TDA does not offer telework; all employees are required to be physically present for work.
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 Complaint Resolution Investigator will investigate and draft findings regarding highly complex complaints submitted to the TDA Food Nutrition division. You will assist in developing processes and procedures to ensure the quality and consistency of all aspects of the FN's required complaint activities, ensuring compliance with federal and state requirements. You are responsible for the timely and thorough investigation of complaints submitted through various means.
Primary Responsibilities
Manage all formal and informal complaints efficiently, effectively, and promptly, including research facts, contacting and interviewing potential witnesses and complainants, while delivering excellent customer service during investigations.
Investigate alleged violations of laws, rules, and regulations to ensure the organization complies with federal and state guidelines for complaint resolution and determine necessary actions, referring issues internally or externally as needed to reach final resolution.
Log complaints, thoroughly document, and support conclusions with working papers that include submitted documents, interviews, and other appropriately referenced supporting documentation in a timely manner.
Prepare concise, well‑written, grammatically correct final reports that present 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, including drawing an accurate conclusion based on supporting documentation.
Serve as subject‑matter expert on complaint processes, suggest process improvements, track outcomes, inputs, and outputs, identify best practices, and provide guidance for complaint resolution.
Conduct necessary research to provide data to management, collaborate with the Program Advancement Section to identify and analyze trends, research, and report on operational efficiency and effectiveness regarding complaints.
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
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, interpret and apply laws and regulations, work with local, state, and federal agencies, conduct interviews and gather facts, evaluate findings, prepare reports, communicate effectively 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; 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 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. Core business hours are 8:00 a.m.–5:00 p.m., Monday through Friday. Limited customer service is provided 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
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 Apply online via CAPPS. Applicants using Work In Texas 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. Only candidates selected for an interview will be contacted. A skills exercise may be conducted at the time of the interview.
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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 Complaint Resolution Investigator will investigate and draft findings regarding highly complex complaints submitted to the TDA Food Nutrition division. You will assist in developing processes and procedures to ensure the quality and consistency of all aspects of the FN's required complaint activities, ensuring compliance with federal and state requirements. You are responsible for the timely and thorough investigation of complaints submitted through various means.
Primary Responsibilities
Manage all formal and informal complaints efficiently, effectively, and promptly, including research facts, contacting and interviewing potential witnesses and complainants, while delivering excellent customer service during investigations.
Investigate alleged violations of laws, rules, and regulations to ensure the organization complies with federal and state guidelines for complaint resolution and determine necessary actions, referring issues internally or externally as needed to reach final resolution.
Log complaints, thoroughly document, and support conclusions with working papers that include submitted documents, interviews, and other appropriately referenced supporting documentation in a timely manner.
Prepare concise, well‑written, grammatically correct final reports that present 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, including drawing an accurate conclusion based on supporting documentation.
Serve as subject‑matter expert on complaint processes, suggest process improvements, track outcomes, inputs, and outputs, identify best practices, and provide guidance for complaint resolution.
Conduct necessary research to provide data to management, collaborate with the Program Advancement Section to identify and analyze trends, research, and report on operational efficiency and effectiveness regarding complaints.
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
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, interpret and apply laws and regulations, work with local, state, and federal agencies, conduct interviews and gather facts, evaluate findings, prepare reports, communicate effectively 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; 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 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. Core business hours are 8:00 a.m.–5:00 p.m., Monday through Friday. Limited customer service is provided 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
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 Apply online via CAPPS. Applicants using Work In Texas 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. Only candidates selected for an interview will be contacted. A skills exercise may be conducted at the time of the interview.
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