2-1-1 Texas Information and Referral Network (TIRN) Program Supervisor
Apply NowCompany: Health and Human Services Commission of Texas
Location: Victoria, TX 77901
Description:
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
Functional Title: 2-1-1 Texas Information and Referral Network (TIRN) Program Supervisor
Job Title: Program Supervisor VII
Agency: Health & Human Services Comm
Department: 2-1-1 TIRN
Posting Number: 4553
Closing Date: 05/31/2025
Posting Audience: Internal and External
Occupational Category: Community and Social Services
Salary Group: TEXAS-B-25
Salary Range: $5,797.66 - $7,652.91
Shift: Day
Additional Shift: Days (First)
Telework:
Travel: Up to 25%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: VICTORIA
Job Location Address: 2306 LEARY LANE
Other Locations: Austin
MOS Codes:
0203,0207,0302,0370,0520,0602,0802,1802,1803,2340,5502,6302,6502,7202,7208,7210,7220,7502,8005,8858
9702,16GX,3D0X1,60C0,611X,612X,63G0,641X,712X,86M0,86P0,8U000,9G100,BOSN,ELC,ISS,MAT,MED,MLES,MSSD
MSSE,MSSR,OSS,WEPS
Brief Job Description:
The Texas Health and Human Services Commission (HHSC) Access and Eligibility Services (AES) Texas Information and Referral Network (TIRN) department seeks highly qualified candidates to fill the position Program Supervisor VII for the 2-1-1 Texas Information and Referral Network (TIRN) within the Community Access section of the Access and Eligibility Services (AES) department, for individuals who want to join an exciting and dynamic team working in a high-performing and innovative environment. TIRN provides an integrated and streamlined approach to connect individuals to services. TIRN strives to achieve its goals of delivering best in class customer service to clients and stakeholders; strengthening program oversight through quality management, integrity, and accuracy; seeking innovative ways to streamline and improve service delivery; and promoting departmental efficiencies and responsible stewardship of agency resources. The candidate must be well organized; able to handle multiple priorities; possess the ability to continuously learn and improve; able to thrive in a challenging, fast-paced, and evolving environment; and have excellent and effective communication skills, a positive attitude, strong work-ethic, and a desire to help others.
Working within the 2-1-1 TIRN department within AES Community Access, this position is responsible for fostering communication and partnerships with Area Information Center (AIC) contractors, supporting multiple performance and analytic initiatives designed to measure, monitor, and improve the efficiency and effectiveness of 2-1-1 TIRN contracts, projects, legislative, and other services in support of our Area Information Center contracted stakeholders. Work involves coordinating, planning, initiating, and monitoring project tasks at various levels to completion. This position is part of the TIRN team and works primarily in group settings under general supervision; and will be supervising and providing direction and overseeing the work of others.
Under the direction of 2-1-1 Texas Information and Referral Network Program Manager, the Program Supervisor performs highly advanced (senior-level) collaborations, in promoting and facilitating both external and internal customer stakeholder relationships, quality management, data analytics, technical writing, contract related review and monitoring, may include assigned general legislative inquiry support, and consultative and project support.
This position will communicate the progress and status of initiatives, evaluating project risks, propose recommendations, and support implementation and mitigation strategies to the TIRN Director, TIRN Manager and Leads, as requested. This support may include: business planning; arrangement and directing of functional organizational assessments and surveys, including making recommendations to increase efficiencies or reduce risk; assistance with continuous improvement strategies; development and management of performance and data analytics related to projects; needs assessment and reporting methodologies assistance; working with cross-divisional and cross-agency workgroups; developing reports, and to reduce risks, including disaster and emergency management related support meeting the standard of working within an essential departmental area.
The Program Supervisor position attends work on a regular and predictable schedule in accordance with the agency leave policy and performs other duties as assigned. The ideal candidate will thrive in an environment that: innovates through new ideas, always demonstrating quality, meeting specified deliverables and deadlines, builds and fosters stakeholder partnerships, applies attention to detail and timeliness, strives for excellence, embraces change, always supports, and encourages teamwork.
Essential Job Functions:
EJF 1. (40%) Program Activity Oversight, Stakeholder Communication, and Project Support
Oversees program area activities, providing direction to others and support TIRN management in administrative level tasks. Manages and develops staff through development of performance plans, review of performance data, consultation, training, and performance evaluations. Responsible for hiring and selection, assigning work, completing performance evaluations, recommending personnel disciplinary actions, and scheduling and approving leave. Effectively communicates in stakeholder engagements and project support, which includes regular approved communication, attending and participating in related meetings, assists with and evaluates relations and support needs with external stakeholders through surveys, regular check-ins, and other means of staying current of support needs of AIC's, and other valued partners. Project support and initiatives that vary in size, scope, and complexity. Consults with the TIRN Director and Manager regularly to align and help maintain project timelines, goals, objectives, documentation, and communication consistent with leadership direction. Applies regular participation and clear, diligent communication strategies, to assist in meeting project deliverables. Prepares quality written project reports, updates, summaries, and other documents as assigned or as needed. Supports cross-departmental and division relationships and provides ongoing support to a variety of HHS program areas, as needed, to accomplish project goals.
EJF 2. (20%) Contract Support and General
Serves as a primary point of contact for Texas Information and Referral Network (TIRN related Contract monitoring associated tasks, and support needs in work with internal and external stakeholders such as Area Information Centers (AIC's), where assigned. Helps support in developing solutions to highly complex issues and concerns relevant to the contract monitoring process and collaborates with internal dependency areas to ensure success. Provides support in TIRN related contract management, performance monitoring, and reviews, as needed. Position interacts routinely with HHS divisions and management, contractors and stakeholders, organizations, and other state agencies, as assigned. This position may serve as a primary participant in assigned workgroups and other programmatic contract activities. Plans, prioritizes, and performs a variety of technical research, policy support, program assessment, and administrative activities in the contract monitoring effort, under the direction of TIRN management. Applying established performance measures for system reporting, and implementing associated process steps, as directed. Assists in implementing effective techniques for evaluating stakeholders, including outcome-oriented performance management, and provide guidance to staff in the development and integration of newly approved methods and procedures; completes performance analyses and reports, and recommends appropriate changes to 2-11 TIRN management, and adheres to other contractual support duties as assigned.
EJF 3. (15%) Legislative and General Support
May act as point of communication for Legislative inquiries and associated duties including response preparation for TIRN Director and TIRN Manager review, and communication. Participate in support of TIRN related HHS legislative initiatives, directives, and strategies by adhering to policies, procedures, standards, and manuals, and creating efficiencies where opportunities occur in support of TIRN related legislative needs. Consults with 2-1-1 TIRN Director and management staff regularly to review and complete legislative tasks accurately and promptly. With the guidance of 2-1-1 TIRN management, acts as Liaison and facilitates the collection, organization, analysis, and preparation of 2-1-1 data and materials in response to requests for information, open records, and other related call data reporting inquiries. This includes preparation of high quality written reports, analyses, communications, presentations, summaries, updates, templates, and other documents as assigned or needed by the 2-1-1 TIRN Director, TIRN Manager, or HHS division/program areas to support leadership in meetings and briefings.
EJF 4. (20%) Internal Division Support; Programmatic
Supports or leads internal initiatives including studies and analyses of 2-1-1 TIRN operational needs, quality practices for customer service excellence, and the preparation of reports of findings and recommendations. This includes conducting data quality checks, operational analyses methodologies that are used to assess and mitigate risks, recommending and aligning with policies, procedures, standards, and documentation, as well as assisting in planning programmatic activities in accordance with TIRN leadership objectives and goals. Under the guidance of the TIRN Director and Manager this may include reviewing and editing TIRN process and procedures, accreditation adherence and viable system for tracking for both AIC's and TIRN, supporting and collaborating with HHSC Information Technology efforts or other internal agency area needs, reviewing and generating legislatively mandated reports. Participates in TIRN team cross-program and multiagency workgroups, and meetings as required by departmental goals and initiatives. Consults with the 2-1-1 TIRN Director and TIRN Manager, sponsors and/or governing/oversight entities, and Data Governance, to for effective workgroup goals, objectives, and deliverables and provides updates on progress to the 2-1-1 TIRN Director, as needed or requested. Attains buy-in, support, and participation from workgroup members and external stakeholders. With guidance from the TIRN Director & Program Manager, may facilitate communication and coordination across multiple levels of the organization and partner groups to ensure TIRN goals are clear, and objectives are met as requested and directed by 2-1-1 TIRN management.
EJF 5. Other duties as assigned (5%).
Knowledge Skills Abilities:
Knowledge of generating and maintaining business partnerships with external stakeholders
Knowledge of assigning duties and monitoring work of others
Knowledge of supporting projects and participating in workgroups, contract monitoring support, and other related diligence.
Knowledge of Legislative support relating to programmatic needs.
Knowledge of call data quality metric reviews.
Knowledge of conflict resolution techniques.
Knowledge analyzing and evaluating policies, procedures, regulation, and laws and summarizing complex information and issues, evaluating alternatives.
Skill in writing in a clear and concise manner for all audiences.
Skill in managing multiple and competing priorities.
Skill in Microsoft Office: Word, Excel, PowerPoint, Access, Project, Teams, SharePoint, and other software.
Skill creating and conducting presentations both verbally and in writing in meetings.
Skill conducting research, collecting, and analyzing data, identifying alternative solutions, and drawing logical conclusions.
Skill in critical thinking and problem solving.
Skill in identifying performance measures and conducting analysis using key performance indicators (KPI's).
Ability in working collaboratively and cooperatively with diverse groups.
Ability to speak and write with persuasion.
Ability in maintaining professional interpersonal relationships; building rapport.
Ability to work with people under pressure and resolve conflicts.
Ability to communicate complex information clearly to all audiences using concise written and verbal communications.
Ability to create, illustrate, edit, and summarize technical and business documents, and reports.
Ability to collaborate and work cooperatively and positively with team members.
Ability to actively contribute to group settings to complete tasks and meet goals.
Ability to plan and facilitate effective meetings with diverse internal and external stakeholders.
Ability in using performance measures and data to make recommendations for improvement.
Ability to professionally provide guidance, counseling, advice, and recommendations to managers and senior leadership.
Ability to serve as a lead worker providing direction to others, as needed.
Ability to manage multiple and competing priorities, work under pressure, and meet deadlines Ability to work irregular hours and/or non-typical days, as needed.
Registrations, Licensure Requirements or Certifications:
NA
Initial Screening Criteria:
Graduation from an accredited four-year college or university with major course work in a relevant to social service field is required. Experience and education may be substituted for one another one on a year to year basis. A minimum of three (3) years progressive experience in a lead and/or supervisory role, managing/supporting, and providing program subject matter expertise. A minimum of one (1) year of work experience in call center concepts and related industry standard peripherals, identifying and interpreting Key Performance Indicators (KPI's), data metrics and reporting analysis. A minimum of one (1) year of work experience in analyzing user requirements, procedures, and problems to improve existing systems.
Additional Information:
NA
Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.
Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor's Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer:
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
Functional Title: 2-1-1 Texas Information and Referral Network (TIRN) Program Supervisor
Job Title: Program Supervisor VII
Agency: Health & Human Services Comm
Department: 2-1-1 TIRN
Posting Number: 4553
Closing Date: 05/31/2025
Posting Audience: Internal and External
Occupational Category: Community and Social Services
Salary Group: TEXAS-B-25
Salary Range: $5,797.66 - $7,652.91
Shift: Day
Additional Shift: Days (First)
Telework:
Travel: Up to 25%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Facility Location:
Job Location City: VICTORIA
Job Location Address: 2306 LEARY LANE
Other Locations: Austin
MOS Codes:
0203,0207,0302,0370,0520,0602,0802,1802,1803,2340,5502,6302,6502,7202,7208,7210,7220,7502,8005,8858
9702,16GX,3D0X1,60C0,611X,612X,63G0,641X,712X,86M0,86P0,8U000,9G100,BOSN,ELC,ISS,MAT,MED,MLES,MSSD
MSSE,MSSR,OSS,WEPS
Brief Job Description:
The Texas Health and Human Services Commission (HHSC) Access and Eligibility Services (AES) Texas Information and Referral Network (TIRN) department seeks highly qualified candidates to fill the position Program Supervisor VII for the 2-1-1 Texas Information and Referral Network (TIRN) within the Community Access section of the Access and Eligibility Services (AES) department, for individuals who want to join an exciting and dynamic team working in a high-performing and innovative environment. TIRN provides an integrated and streamlined approach to connect individuals to services. TIRN strives to achieve its goals of delivering best in class customer service to clients and stakeholders; strengthening program oversight through quality management, integrity, and accuracy; seeking innovative ways to streamline and improve service delivery; and promoting departmental efficiencies and responsible stewardship of agency resources. The candidate must be well organized; able to handle multiple priorities; possess the ability to continuously learn and improve; able to thrive in a challenging, fast-paced, and evolving environment; and have excellent and effective communication skills, a positive attitude, strong work-ethic, and a desire to help others.
Working within the 2-1-1 TIRN department within AES Community Access, this position is responsible for fostering communication and partnerships with Area Information Center (AIC) contractors, supporting multiple performance and analytic initiatives designed to measure, monitor, and improve the efficiency and effectiveness of 2-1-1 TIRN contracts, projects, legislative, and other services in support of our Area Information Center contracted stakeholders. Work involves coordinating, planning, initiating, and monitoring project tasks at various levels to completion. This position is part of the TIRN team and works primarily in group settings under general supervision; and will be supervising and providing direction and overseeing the work of others.
Under the direction of 2-1-1 Texas Information and Referral Network Program Manager, the Program Supervisor performs highly advanced (senior-level) collaborations, in promoting and facilitating both external and internal customer stakeholder relationships, quality management, data analytics, technical writing, contract related review and monitoring, may include assigned general legislative inquiry support, and consultative and project support.
This position will communicate the progress and status of initiatives, evaluating project risks, propose recommendations, and support implementation and mitigation strategies to the TIRN Director, TIRN Manager and Leads, as requested. This support may include: business planning; arrangement and directing of functional organizational assessments and surveys, including making recommendations to increase efficiencies or reduce risk; assistance with continuous improvement strategies; development and management of performance and data analytics related to projects; needs assessment and reporting methodologies assistance; working with cross-divisional and cross-agency workgroups; developing reports, and to reduce risks, including disaster and emergency management related support meeting the standard of working within an essential departmental area.
The Program Supervisor position attends work on a regular and predictable schedule in accordance with the agency leave policy and performs other duties as assigned. The ideal candidate will thrive in an environment that: innovates through new ideas, always demonstrating quality, meeting specified deliverables and deadlines, builds and fosters stakeholder partnerships, applies attention to detail and timeliness, strives for excellence, embraces change, always supports, and encourages teamwork.
Essential Job Functions:
EJF 1. (40%) Program Activity Oversight, Stakeholder Communication, and Project Support
Oversees program area activities, providing direction to others and support TIRN management in administrative level tasks. Manages and develops staff through development of performance plans, review of performance data, consultation, training, and performance evaluations. Responsible for hiring and selection, assigning work, completing performance evaluations, recommending personnel disciplinary actions, and scheduling and approving leave. Effectively communicates in stakeholder engagements and project support, which includes regular approved communication, attending and participating in related meetings, assists with and evaluates relations and support needs with external stakeholders through surveys, regular check-ins, and other means of staying current of support needs of AIC's, and other valued partners. Project support and initiatives that vary in size, scope, and complexity. Consults with the TIRN Director and Manager regularly to align and help maintain project timelines, goals, objectives, documentation, and communication consistent with leadership direction. Applies regular participation and clear, diligent communication strategies, to assist in meeting project deliverables. Prepares quality written project reports, updates, summaries, and other documents as assigned or as needed. Supports cross-departmental and division relationships and provides ongoing support to a variety of HHS program areas, as needed, to accomplish project goals.
EJF 2. (20%) Contract Support and General
Serves as a primary point of contact for Texas Information and Referral Network (TIRN related Contract monitoring associated tasks, and support needs in work with internal and external stakeholders such as Area Information Centers (AIC's), where assigned. Helps support in developing solutions to highly complex issues and concerns relevant to the contract monitoring process and collaborates with internal dependency areas to ensure success. Provides support in TIRN related contract management, performance monitoring, and reviews, as needed. Position interacts routinely with HHS divisions and management, contractors and stakeholders, organizations, and other state agencies, as assigned. This position may serve as a primary participant in assigned workgroups and other programmatic contract activities. Plans, prioritizes, and performs a variety of technical research, policy support, program assessment, and administrative activities in the contract monitoring effort, under the direction of TIRN management. Applying established performance measures for system reporting, and implementing associated process steps, as directed. Assists in implementing effective techniques for evaluating stakeholders, including outcome-oriented performance management, and provide guidance to staff in the development and integration of newly approved methods and procedures; completes performance analyses and reports, and recommends appropriate changes to 2-11 TIRN management, and adheres to other contractual support duties as assigned.
EJF 3. (15%) Legislative and General Support
May act as point of communication for Legislative inquiries and associated duties including response preparation for TIRN Director and TIRN Manager review, and communication. Participate in support of TIRN related HHS legislative initiatives, directives, and strategies by adhering to policies, procedures, standards, and manuals, and creating efficiencies where opportunities occur in support of TIRN related legislative needs. Consults with 2-1-1 TIRN Director and management staff regularly to review and complete legislative tasks accurately and promptly. With the guidance of 2-1-1 TIRN management, acts as Liaison and facilitates the collection, organization, analysis, and preparation of 2-1-1 data and materials in response to requests for information, open records, and other related call data reporting inquiries. This includes preparation of high quality written reports, analyses, communications, presentations, summaries, updates, templates, and other documents as assigned or needed by the 2-1-1 TIRN Director, TIRN Manager, or HHS division/program areas to support leadership in meetings and briefings.
EJF 4. (20%) Internal Division Support; Programmatic
Supports or leads internal initiatives including studies and analyses of 2-1-1 TIRN operational needs, quality practices for customer service excellence, and the preparation of reports of findings and recommendations. This includes conducting data quality checks, operational analyses methodologies that are used to assess and mitigate risks, recommending and aligning with policies, procedures, standards, and documentation, as well as assisting in planning programmatic activities in accordance with TIRN leadership objectives and goals. Under the guidance of the TIRN Director and Manager this may include reviewing and editing TIRN process and procedures, accreditation adherence and viable system for tracking for both AIC's and TIRN, supporting and collaborating with HHSC Information Technology efforts or other internal agency area needs, reviewing and generating legislatively mandated reports. Participates in TIRN team cross-program and multiagency workgroups, and meetings as required by departmental goals and initiatives. Consults with the 2-1-1 TIRN Director and TIRN Manager, sponsors and/or governing/oversight entities, and Data Governance, to for effective workgroup goals, objectives, and deliverables and provides updates on progress to the 2-1-1 TIRN Director, as needed or requested. Attains buy-in, support, and participation from workgroup members and external stakeholders. With guidance from the TIRN Director & Program Manager, may facilitate communication and coordination across multiple levels of the organization and partner groups to ensure TIRN goals are clear, and objectives are met as requested and directed by 2-1-1 TIRN management.
EJF 5. Other duties as assigned (5%).
Knowledge Skills Abilities:
Knowledge of generating and maintaining business partnerships with external stakeholders
Knowledge of assigning duties and monitoring work of others
Knowledge of supporting projects and participating in workgroups, contract monitoring support, and other related diligence.
Knowledge of Legislative support relating to programmatic needs.
Knowledge of call data quality metric reviews.
Knowledge of conflict resolution techniques.
Knowledge analyzing and evaluating policies, procedures, regulation, and laws and summarizing complex information and issues, evaluating alternatives.
Skill in writing in a clear and concise manner for all audiences.
Skill in managing multiple and competing priorities.
Skill in Microsoft Office: Word, Excel, PowerPoint, Access, Project, Teams, SharePoint, and other software.
Skill creating and conducting presentations both verbally and in writing in meetings.
Skill conducting research, collecting, and analyzing data, identifying alternative solutions, and drawing logical conclusions.
Skill in critical thinking and problem solving.
Skill in identifying performance measures and conducting analysis using key performance indicators (KPI's).
Ability in working collaboratively and cooperatively with diverse groups.
Ability to speak and write with persuasion.
Ability in maintaining professional interpersonal relationships; building rapport.
Ability to work with people under pressure and resolve conflicts.
Ability to communicate complex information clearly to all audiences using concise written and verbal communications.
Ability to create, illustrate, edit, and summarize technical and business documents, and reports.
Ability to collaborate and work cooperatively and positively with team members.
Ability to actively contribute to group settings to complete tasks and meet goals.
Ability to plan and facilitate effective meetings with diverse internal and external stakeholders.
Ability in using performance measures and data to make recommendations for improvement.
Ability to professionally provide guidance, counseling, advice, and recommendations to managers and senior leadership.
Ability to serve as a lead worker providing direction to others, as needed.
Ability to manage multiple and competing priorities, work under pressure, and meet deadlines Ability to work irregular hours and/or non-typical days, as needed.
Registrations, Licensure Requirements or Certifications:
NA
Initial Screening Criteria:
Additional Information:
NA
Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.
Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor's Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
Telework Disclaimer:
This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.