Overview
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Who we are. We protect lives. The Georgia Department of Public Health is the lead agency entrusted by the people of Georgia to proudly protect lives and promote healthy lifestyles in diverse communities statewide. We are committed to preventing disease, injury, and disability; promoting health and well-being; and preparing the State of Georgia for responding to disasters.
What we offer. As a member of the Georgia Department of Public Health team, you will join a passionate group of individuals who are dedicated to making an impact. No matter your role, you will individually contribute to protecting the lives of all Georgians while receiving a wide range of benefits, so you can:
Make a Professional Impact – Build your career where it matters and protect lives in the community where you live, work, and play
Enjoy Workplace Flexibility – Experience flexibility in how you work so you can be your best self for you and Georgia Residents
Work with a Dynamic and Diverse Team– Collaborative and inclusive way of working where employees share ideas and leverage collective strengths
Achieve Career Longevity – Countless opportunities for continuous learning/development that support a long-term career
Take Part in a Hands-on Working Culture – Unique culture of active engagement and problem-solving, no matter your role
Feel Pride in Where you Work – Be part of making an impact in public health alongside dedicated people just like you
Responsibilities:
Program Leadership
Serves as a member of the Vital Records Leadership team that defines the office’s strategic direction, policies, objectives, and operational plan to ensure high quality service and data is consistently provided to Georgia’s constituents and stakeholders.
Serves as Vital Records senior contact for addressing constituent related questions, issues, and communication needs.
Advises the Vital Records and DPH leadership on critical customer services issues, metrics, and solution recommendations to improve service delivery and the overall constituent experience.
Advises the Vital Records and DPH leadership on issues, recommendations on changes to policy and procedures, potential security threats, and financial matters.
Provides Administrative and Constituent Services teams the direction, management, and professional development necessary to ensure the team effectively meet’s its objectives.
Responsible for all supervisory activity of team (e.g., hiring, on-boarding, setting performance and development objectives, evaluating performance, corrective action planning, recognition, review of leave requests, etc.)
Unit Oversight and Direction:
Constituent Requests and Fee Processing
Oversees all activity related to managing and addressing constituent requests from the various request options (e.g., mail, and walk-in) to ensure timely, accurate and quality customer service and delivery.
Oversees the auditing and reconciliation of fees collected at the central office.
Oversees staff training to ensure compliance with Vital Records policies, procedures, and service expectations.
Procurement and Administration:
Ensures that all procurement, contracts, and purchasing activities within Vital Records are performed according to DPH and State policies and procedures.
Oversees the overall business transactions with service providers including purchases and payments for ongoing program activities.
Contact Center and Complaint Resolution:
Develops and oversees a constituent contact center approach that integrates general inquiries, request status updates, complaints, and resolutions into one overall, integrated approach which includes effective tracking and tier support to allow for appropriate resourcing and escalation of the most urgent issues.
Serves as senior liaison with DPH Constituent Services Representative to address and resolve complex issues and complaints; provides updates, and status of issues to DPH and Vital Records’ leadership team to expedite solutions.
Constituent Communication and Satisfaction:
Performs regular survey and analysis of constituent experience and satisfaction to identify issues and develop appropriate solutions to increase overall experience.
Works with DPH Communications team and Vital Records Regional Training Team to develop a communication strategy, plan, and corresponding communiques to enhance constituent awareness of Vital Records’ purpose and accessibility to its services.
Policy Management, Quality Assurance, Metrics and Process Improvement:
Oversees the establishment and monitoring of documentation methodology and processes for internal Vital Records operations, policies, and procedures to drive consistency and knowledge transference.
Defines and oversees the tracking, auditing, and reporting on key metrics across Vital Records office to monitor and increase customer experience, data quality, security, and overall effectiveness.
Performs other assignments as required
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Minimum Qualifications:
Bachelor’s degree in operations management, business administration, or a related field which includes five (5) years in a managerial or supervisory role; or nine (9) years of related professional experience which includes five (5) years in a managerial or supervisory role; or five (5) years of experience required at the lower level Sr Mgr, Business Ops (GSM012) or position equivalent. Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.
About Georgia Department of Public Health
The Georgia Department of Public Health commissioner and leaders encourage all employees to engage in regular wellness activities and to make lifestyle choices that promote health and well-being.
The use of wellness breaks during the workday is authorized to support this philosophy and assist employees in meeting their wellness goals. A maximum of 30 minutes in a given workday may be used to engage in wellness activities, generally in the form of two 15-minute breaks or one 30-minute break.
Employment Information
Current State employees are subject to State Personnel Board rules regarding salary.
DPH accepts educational credentials recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE). DPH will contact educational institutions to verify degree, diploma, licensure, etc.
The candidate selected for this position may be subject to pre-employment drug screening and a criminal background check.
Relocation assistance is not provided.
As an employee of DPH, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.
If you require accommodations under the American Disability Act (ADA), email you request to DPH-HR@dph.ga.gov by the closing date of this announcement.
DPH is an Equal Opportunity Employer
ADA Statement
The Georgia Department of Public Health is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. If you require accommodations under the American Disability Act (ADA), email request by the closing date of this announcement to: DPH-HR@dph.ga.gov.
Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification.
This position is subject to close at any time once a satisfactory applicant pool has been identified.
