Call Center Specialist - Office Specialist, Opt. S2 Spanish speaking, (Upward Mobility)

Job Requisition ID: 49066

BPIS: 10748 09817

Start Date :08/15/25
Closing Date: 08/29/2025
​Agency: Department of Healthcare and Family Services
Class Title: OFFICE SPECIALIST - 30080
Skill Option: Keyboarding - Clerical - UMP Certificate
Bilingual Option: Spanish
Salary: Anticipated starting salary $4,414 Monthly; Full salary range $4,414 - $5926/monthly
Job Type: Salaried
Category: Full Time
County: Sangamon
Number of Vacancies: 2
Bargaining Unit Code: RC028 Paraprofessional Human Services Employees, AFSCME
Merit Comp Code:

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Why Work for Illinois?

Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home.

No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.

Position Overview:

The Department of Healthcare and Family Services, Division of Child Support Services is seeking to hire a highly qualified and motivated Spanish speaking professional to join our Call Center team in the role of a Call Center Specialist. The Call Center Specialist answers telephone inquiries on child support services, reviews case information, resolves account discrepancies, schedules appointments for regional office visits, and performs other complex, specialized paraprofessional technical functions within the Call Center.

The ideal candidate will have excellent mathematical, communication, organizational, and analytical skills to be successful in performing the operations of Unit 2/Team C in the Call Center. The ability to maintain working relationships with other governmental professional organizations is imperative.

HFS values employees with different backgrounds, life experiences, and talents.

Employees receive a robust benefit package including:

• Monday-Friday work schedule
• Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.)
• Health, Life, Vision, and Dental Insurance
• Pension Plan
• Paid Paternal Leave
• Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
• Employees earn (12) paid Sick Days annually.
• New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
• Employees earn (3) paid Personal Days annually.
• (13-14) paid holidays annually (based on start date)

If you are seeking a new opportunity, and this position appeals to you, please apply today!

At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained.

HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion. We welcome and value employees with different backgrounds, life experiences, and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation. HFS is an equal opportunity employer.

Essential Functions

• Performs complex, specialized paraprofessional and technical functions for Team C in Unit 2 of the Division of Child Support Service's (DCSS) Call Center
• Resolves customer inquiries by serving Income Withholding Notices (IWNs) on the Department of Employment
• Research multiple case and docket issues via the KIDS and the Cook County Circuit Clerk System (T-KIDS)
• Researches and resolves appointment issues
• Explains the legal process to CPs and NCPs without giving legal advice
• Confirms if Voluntary Acknowledgement of Paternity (VAP) has been received
• Translates documents and information into Spanish for people who cannot read or speak English
• Determines if modification is warranted and explains to CP and NCP reasons for denial and/or next steps in the modification process
• Explains to CP only Healthcare & Family Services' (HFS) balances vs. CP's balances
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to two years of secretarial/business college and one year of office experience, or completion of high school and three years of office experience, or three years of independent business experience
• Requires ability to keyboard accurately at 30 words per minute
• Requires the ability to speak, read and write Spanish at a colloquial skill level

Qualifying state employees, in the employee Upward Mobility Program, may complete combinations of specific proficiency tests and training programs leading to a certificate of proficiency in lieu of the stated requirements for this classification

Conditions of Employment

• Requires the ability to pass a national background check prior to employment due to accessing confidential federal tax information
• Requires the ability to maintain and utilize state issued equipment such as a laptop and/or cell phone
  • The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description

Work Hours: Monday - Friday 8:30 a.m. - 5:00 p.m.
Work Location: 607 E Adams St Springfield, IL 62701-1634
Email: [email protected]
Posting Group: Office & Administrative Support

This title is within the Upward Mobility Program (UMP) . General Program information can be found by clicking on the Upward Mobility Program link or for specific title information at UMP Titles . To utilize upward mobility contractual rights for this position, employees must apply internally and must upload a copy of the UMP grade notice to their application documents prior to submission . UMP grades can be uploaded to the Additional Documents OR Grade Documentation section of the application.

This position DOES NOT contain “Specialized Skills” (as that term is used in CBAs).

APPLICATION INSTRUCTIONS

Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so. 

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon.

Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.

The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:

• [email protected]
• [email protected]