Enthusiastic Manager/Employee with 15 years of experience planning, leading and improving activities to support successful business operations. Strategic in developing policies, managing staff and working with confidential records. Focused on motivating staff and working with diverse personality types to drive improvements.
Manages activities of VSS staff which include providing direct assistance to customers by disseminating complex technical information via telephone, direct contact, E-mail or correspondence; reviewing, evaluating, and making technical/ judgmental decisions regarding corrections to vital records; determining acceptability of customer requests for services, fees and legal documentation insuring compliance with Texas Statutes, rules and regulations; utilizing complex automated applications/programs for information retrieval, data entry and issuance and processing of vital record corrections; utilizing word processing software to compose and prepare routine and non-routine correspondence; and developing, coordinating and maintaining record keeping and filing systems. Oversees the preparation of Amendments productivity and management reports and studies. Oversees VSS Amendments special investigations, research studies, and internal audits which include fact gathering and documenting information; researching the issue/situation; conducting interviews/meetings and making recommendations. Establishes goals and objectives, schedules, and evaluation activities for the VSS Amendments areas. Assists the Amendments & Issuance Branch Manager in developing and reviewing legislative bill and cost analysis pertaining to Amendments. Directly supervises a multidisciplinary Amendments staff. Supervision includes screening, interviewing and hiring positions, assigning work, developing performance standards, completing performance evaluations, and counseling, recommending personnel or disciplinary actions and leave approvals. Manages staff development to ensure and encourage high standard of work output. Works on continuous process improvement in assigned work areas.
Advises and consults with the Amendments & Issuance Branch Manager on non-standard customer applications received requesting corrections to vital records. Advises the Amendment & Issuance Branch Manager on production status and program development of Amendments activities on a regular basis and recommends procedures for more effective utilization and/or corrective actions. Serves as the liaison to the DSHS Governmental Affairs program regarding legislative inquiries made by State Legislature regarding constituent requests for amendment processing information or application status. Represents the business functions of the Amendments areas at meetings, hearings, trials, conferences, and seminars, or on boards, panels, and committees. Performs other related duties, as assigned. Performs duties in the absence of the Amendments & Issuance Branch Manager. DSHS employees are expected to support this mission either by actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or COOP activation.
Manage and oversees the daily operations and activities of the highly complex activities within specialized work teams, which assure the receipt and processing of all requests for vital record services and the allocation of work assignments. I manage the monitoring of request processing system databases including quality and security issues, evaluating programs for utilization in processing customer requests for certificates, supplemental registration and fee requests. Identify and resolve programmatic issues by coordinating with Branch staff, team leads, other Branches, and state and federal agencies. Establish goals and objectives; set priorities and standards; develop and implement policies and procedures to improve processes, create efficiencies, improve accountability. Plans, assigns, and supervises the work of multiple teams; responsible for employee development and provides for effective monitoring of performance and behavior. Facilitates special investigations and program analysis, which includes working with the Office of Inspector General and Secretary of State office and U.S. Immigration and Customs Enforcement. Identifies areas of needed change and provide input for the development and implementation of policies and procedures for operational functions. Provides weekly management and productivity reports on program activities for vital records services including record issuances and supplemental registration processing. Responsible for coaching, developing and the timely documentation of employee performance and behavior. Identifies training needs, coordinates and conducts training sessions on program policies and procedures or activities to improve the quality of employee work products. Performs and carries out special assignments, investigations or testifies at hearings. Enters payments made by cash, check, money order, or voucher into cash register. Responsible for processing all remittances received directly by the Vital Statistics Section. Completes and maintains financial sheets, ensuring all remittances are accounted for. Balances cash register at close of business each day. Identifies and corrects discrepancies and errors. Supervises team leads to ensure Branch goals and objectives are achieved, customer requests are processed timely and accurately. Monitors the compliance of Branch activities through Team Leads in accordance with the Texas Health and Safety Code, Texas Family Code, Texas Administrative Code, the Texas Criminal Code, and agency policies and procedures including confidentiality requirements. Other duties as assigned. Other duties may include actively participating and/or serving in a supporting role to meet the agency's obligations in response and/or recovery or COOP activation. Such participation may include an alternate shift period assignment and/or location.
Files, indexes, and scans birth, death, and marriage license. Collection of fees, and balance the cash drawers daily. Processes mail, monthly state reports. Answers phone and direct calls to appropriate department. Download daily state file records from VSS. Maintain front lobby customer service request. Maintains vital records, and issues copies of naturalization and declaration records. Assist public with vital records inquiry. I comply with departmental and countywide policies and procedures. I handle all special projects as assigned by supervisors or County Clerk. Manage team members workloads.
Review all incoming mail for amendment changes to vital records. Take incoming mail and distributing to staff. Lead trainer for amendment staff and incoming employees.
Reply to customer's emails and phone calls as they come in to the office in a timely manner. Make changes to
Birth, and Death records following state rules and regulations codes. Work with customers in a professional
manner on a daily basis. Also handle court order name changes and paternity case work. When working in VSU
you must follow state rules to applying changes to vital records. In this department we have a very high volume of
request to attend to in a short amount of time. We also must meet a quota every week to meet standards in the unit. I Have 5 years experience working in the Vital Statistics Unit. Experience using complex computer software to create reports, graphs, presentations, spreadsheets. Microsoft Word, Outlook and/Excel. I work in a high production volume Team environment. I have experience in planning, training and directing personnel, establishing priorities, making decisions and recommendations. Experience in communicating with the public, team members and other staff in person, on the telephone and by correspondence. Experience interpreting Texas Vital Statistics Law, policies, procedures and regulations and/or interpreting local, state and federal legislation and/or interpreting unit rules and regulations. Experience also with working with highly confidential records and information.
Ability to work in a professional customer service environment. Demonstrated work experience in handling financial processes for a government entity including accounting software, money, warrants, and checks. Skill in interpreting and explaining policies, processes, and rules
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