Regional Call Center Administrator

Reasonable Accommodation Statement The State of Illinois is committed to working with and providing reasonable accommodations to people with disabilities. Further, federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job, interview for a job, or for any other activity related to the hiring process. Examples of reasonable accommodation include, but are not limited to, making a change to the application process (if possible), providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. To be provided a Reasonable Accommodation during the hiring process, you will need to provide a certification of disability from a physician, psychiatrist, school official or an Illinois Department of Human Services (DHS) Division of Rehabilitation Services (DRS) Vocational Rehabilitation (VR) Counselor. Supporting documentation should be uploaded under My Documents → Additional Documents section for each application. Any questions on Reasonable Accommodations can be directed to Central Management Services Disability Resource Center at View email address on click.appcast.io or call View phone number on click.appcast.io for further information and to request or discuss an accommodation. Sponsorship for Employment The State of Illinois does not provide sponsorship for employment visa status (e.g. H-1B visa status), nor is the State able to provide extensions of optional practical training (OPT) under the STEM-designated degree program for F-1 students. To be considered for permanent employment with the State of Illinois, applicants must be currently authorized to work in the United States on a full-time basis. 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Job Requisition ID: 56802 Opening Date: 06/30/2026 Closing Date: 07/14/2026 Agency: Department of Human Services Class Title: PUBLIC SERVICE ADMINISTRATOR - 37015 Skill Option: Health and Human Services Bilingual Option: None Salary: Anticipated Salary: $9,850 - $11,405 per month ($118,200 - $136,860 per year) Job Type: Salaried Category: Full Time County: Madison Number of Vacancies: 1 Bargaining Unit Code: None Merit Comp Code: Supervisory (Management Bill) Exclusion from RC062 Collective Bargaining Coverage A resume is highly encouraged to evaluate your qualifications and skills as part of your application. Please attach a DETAILED Resume/Curriculum Vitae (CV) to the MY DOCUMENTS section of your application if you decide to provide one. When applicable, titles that require specific coursework, professional license or certification will include a notation requesting the appropriate document(s) be uploaded in the Additional Documents section of your application. Failure to upload requested transcripts, license and/or proof of certification when specified may result in ineligibility. Please note that the Department of Human Services must verify proof of higher education for any degree earned (if applicable) regardless of vacancy title before any offer can be extended. Position Overview The Division of Family & Community Services is seeking to hire an energetic and detail-oriented administrator to oversee the operations of the Alton Statewide Call Center. The position supervises and administers the activities of professional and non-professional staff providing casework services to applicants seeking public assistance or referrals. The Division helps Illinois residents by connecting them with many programs and services. Through our programs, services and prevention efforts, the Division improves the health and well-being of individuals and promotes self-sufficiency and integrity of families of Illinois. Essential Functions Serves as Regional Call Center Administrator in the Division of Family & Community Services (FCS), Department of Human Services (DHS). Serves as full-line supervisor. Reviews and evaluates reports of casework activities including error reports, audit findings and quality assurance reviews. Interprets, explains and implements new policies and procedures or changes in existing policies and procedures. Travels to establish and maintain effective public relations with employers and other interested parties in the local area served. Performs other duties as assigned or required which are reasonably within the scope of duties enumerated above. Minimum Qualifications Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with course work in a social or human services field. Requires three (3) years progressively responsible administrative experience in a health or human services organization that provides direct services to the public. Preferred Qualifications Three (3) years of professional experience interpreting and implementing policies, procedures and goals of public assistance services such as cash, food and medical assistance programs. Three (3) years of professional experience in a public assistance eligibility system such as Integrated Eligibility Systems (IES). Three (3) years of professional supervisory experience assigning work, providing guidance to subordinates, recommending counseling and/or discipline following collective bargaining agreements, training staff and approving time off. Two (2) years of professional casework experience in a social service agency. Two (2) years of professional experience providing technical training and assistance to staff to ensure the accurate and timely benefits in service delivery. Two (2) years of professional experience communicating with both internal and external stakeholders daily ensuring detailed and critical analysis of work performed. Conditions of Employment Requires ability to travel in the performance of duties, with overnight stays as appropriate. This position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant/employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings. *All conditions of employment listed are incorporated and related to any of the job duties as listed in the job description. Work Hours Mon - Fri, 8:30am - 5:00pm; 1-hour unpaid lunch Alton Call Center About the Agency The Illinois Department of Human Services uplifts individuals and communities across Illinois. Our mission is to respond to the needs of all people in Illinois so they can lead healthy, safe, and enriched lives. Our vision is the future we are shaping with dignity and the well-being for everyone in Illinois. Our values are the principles that guide us as we work to remove systemic barriers and create lasting opportunities with Compassion, Accessibility, Responsibility, and Equity. Benefits Competitive Group Insurance Benefits including Health, Life, Dental and Vision Insurance 3 Paid Personal Business Days annually 12 Paid Sick days annually (Sick days carry over from year to year) 10-25 days of Paid Vacation time annually - (10 days in year one of employment) Benefit time modified for part-time, 12-hour, & non-standard work schedules (as applicable) 12 Paid Holidays annually, 14 on even numbered years Flexible Work Schedules (when available dependent upon position) 12 Weeks Paid Parental Leave Deferred Compensation Program - A supplemental retirement plan Optional Pre-Tax Programs such as Medical Care Assistance Plan (MCAP), Dependent Care Assistance Plan (DCAP) Federal Public Service Loan Forgiveness Program eligibility GI Bill Training/Apprenticeship Benefits eligibility for qualifying Veterans 5% Salary Differential for Bilingual Positions This position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant/employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings. #J-18808-Ljbffr