LOTTERY - Customer Education Specialist (Training and Development Specialist III)

LOTTERY - Customer Education Specialist (Training and Development Specialist III)(00042848)

Organization

TEXAS LOTTERY COMMISSION

Primary Location

Texas-Austin

Work Locations

TLC AUSTIN HEADQUARTERS1801 Congress AveAustin78701

Business and Financial Operations

Employee Status

Regular

Schedule

Full-timeStandard Hours Per Week : 40.00State Job Code : 1783Salary Admin Plan : BGrade : 18

Salary (Pay Basis)

3,543.42-4,141.22(Monthly)

Number of Openings

Overtime Status

Non-exempt

Job Posting

Jun 10, 2024, 1 : 27 : 30 PM

Closing Date

Ongoing

Description

About the Texas Lottery Commission

Our Mission Statement : The Texas Lottery is committed to generating revenue for the State of Texas through the responsible management and sale of entertaining lottery products.

The Texas Lottery will incorporate the highest standard of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service and utilize a team approach.

Texas Lottery Commission is a great place to work!

Our headquarters is located on the new Texas Capital Mall in the George H.W. Bush Building directly across from the Bob Bullock Museum and across from the University of Texas.

We have multiple field offices across the state. We provide free parking for all our employees.

• We offer competitive compensation, including an upcoming 5% salary increase for all employees which will take effect September 1, 2024;
• merit increases for outstanding performance; longevity payments after two years; opportunities for hybrid work from home for qualifying positions;
• generous paid leave; health insurance; dental and vision insurance; numerous state and federal holidays; tuition assistance;

state employee discounts; 401(k) and 457 and a cash balance pension for employees entering state service after September 1, 2022.

Job Summary :

Performs complex (journey-level) training work. Work involves coordinating and updating training programs, online publications, and application guides;

educating bingo licensees and the public by answering questions via email and calls; and updating online bingo forms. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.

This position is in the Education Section and reports to the CBOD Deputy Director in the Charitable Bingo Operations Division.

This is a hybrid position and not a 100% teleworking position.

Qualifications

• Graduation from an accredited four-year college or university is required.(Experience in developing and conducting training programs, education, customer service, or administrative support, in excess of the required three years, may substitute for college on a year-for-year basis.)
• Three years experience in developing and conducting training programs, education, customer service, or administrative support is required.
• Experience with Microsoft Word, Excel, PowerPoint, Outlook, databases, and systems is required.
• Willingness to work irregular hours including evenings, weekends, and holidays as required.
• Experience in preparing training materials (curriculums, presentations, and guides or manuals) is preferred.
• Experience preparing reports, forms, and / or online publications is preferred.
• Experience managing multiple projects is strongly preferred.

Knowledge, Skills, and Abilities :

• Knowledge of the Bingo Enabling Act and Charitable Bingo Administrative Rules and / or Texas Tax Code.
• Knowledge of training procedures and techniques; adult education principles, practices, and techniques; group process, group dynamics, and interpersonal relations;

instructional design and / or curriculum development; and program areas to be presented.

• Skill in the use of a personal computer with knowledge in the use of Microsoft Word, Excel, and PowerPoint for Windows software packages as well as skill in the use of standard office equipment such as copiers and printers.
• Ability to assess training needs; formulate learning objectives; and create and evaluate training objectives, requirements, and effectiveness of delivery.
• Ability to respond to public inquiries in a timely manner.
• Ability to interpret rules, regulations, policies, and procedures.
• Ability to implement new systems and procedures and evaluate their effectiveness.
• Ability to be flexible to learn new software and systems.
• Ability to handle multiple tasks and meet demanding deadlines.
• Ability to prepare training courses and materials.
• Ability to communicate effectively both orally and in writing.
• Ability to communicate on a professional level with the public, supervisor, and co-workers.
• Ability to work independently and within a team environment.
• Ability to perform assignments effectively and efficiently in accordance with procedures, guidelines, and instructions.
• May be required to complete division or Commission training to enhance job-related skills.

Physical and Mental Requirements :

• Ability to sit or stand for extended periods of time.
• Ability to operate standard office equipment and computer software.
• Ability to handle multiple tasks and work well under pressure of deadlines.

Essential Job Functions :

• Plans and updates training programs, online publications, and application guides for Bingo licensees.
• Evaluates and analyzes training needs for Bingo licensees.Develops training programs, online publications, and application guides utilizing PowerPoint presentations, manuals, and other materials.

Researches, reviews, and updates training programs and recommends modifications as appropriate.Coordinates review among different departments / sections and divisions.

• Develops and updates bingo forms.
• Develops and updates Education procedures and administrative procedures.
• Assists taxpayers via emails and calls with questions regarding department operations, regulatory requirements, completion of forms, and use of website.

Documents the communication in the required format.

• Assists in developing and maintaining the CBOD system and website.
• Provides recommendations to help with system modifications and improve system and website functions.Performs system testing.

Trains division staff and licensees in utilizing the system and website. Coordinates website changes and updates.Coordinates and updates Frequently Asked Questions (FAQ) on the website.

• Maintains electronic communication files and work in accordance with division’s policy and record retention requirements.
• Prepares Education performance measures and supporting information.
• Compiles training data and prepares reports for management.
• Schedules and facilitates classes, workshops, and meetings, if applicable.
• Performs related work as assigned.

The Texas Lottery Commission is an Equal Opportunity Employer

APPLICATION PROCESS

Applications must be completed online through CAPPS Recruit by 11 : 59 p.m. on the posting's closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification.

All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not.

Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed.

If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Instructions for completing the on-line State of Texas Application for Employment can be found here :

Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date.

Applications will NOT be accepted via mail, hand delivery, fax, or email.

Qualified applicants selected for interviews will be contacted by the agency. If you are scheduled for an interview and require any reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview.

Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

All candidates recommended for a position will be subject to an extensive criminal background investigation, including fingerprinting.

The State Lottery Act contains provisions that set out causes for rejection if applicable. All positions are employment at will.

Inquiries regarding the status of an application will be answered as time and agency resources allow.

RELATED MILITARY OCCUPATIONAL SPECIALTY CODES

Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.

Additional Military Crosswalk information can be accessed at :

SELECTIVE SERVICE REGISTRATION

In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment.

Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.

E-VERIFY

This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.