Client Engagement Strategy Lead Job Listing at Texas Health and Human Services in Rosenberg, TX (Job ID 9358-en_US)

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: Client Engagement Strategy Lead 
Job Title: Program Specialist VI 
Agency: Health & Human Services Comm 
Department: Quality Improvement Support 
Posting Number: 9358 
Closing Date: 10/01/2025 
Posting Audience: Internal and External 
Occupational Category: Community and Social Services 
Salary Group: TEXAS-B-23 
Salary Range: $5,098.66 - $8,304.83 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework:  
Travel:  
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: ROSENBERG 
Job Location Address: 117 LANE DR STE 50 
Other Locations: Abilene; Alamo; Alice; Alpine; Alvin; Amarillo; Anahuac; Andrews; Angleton; Anson; Aransas Pass; Archer City; Arlington; Athens; Atlanta; Austin; Bacliff; Ballinger; Bandera; Bastrop; Bay City; Baytown; Beaumont; Bedford; Beeville; Bellville; Big Spring; Boerne; Bonham; Borger; Bowie; Brady; Breckenridge; Brenham; Brownfield; Brownsville; Brownwood; Bryan; Burnet; Caldwell; Cameron; Canton; Canutillo; Carlsbad; Carrizo Springs; Carrollton; Carthage; Center; Centerville; Childress; Clarksville; Cleburne; Cleveland; Coldspring; Columbus; Conroe; Copperas Cove; Corpus Christi; Corsicana; Crockett; Crosby; Crystal City; Cuero; Cypress; Daingerfield; Dallas; Decatur; Del Rio; Denton; Dickinson; Dumas; Duncanville; Eagle Pass; Eastland; Edinburg; El Paso; Elgin; Elsa; Ennis; Fabens; Falfurrias; Floresville; Fort Stockton; Fort Worth; Fredericksburg; Gainesville; Galveston; Garland; Gatesville; Georgetown; Giddings; Gilmer; Goliad; Gonzales; Graham; Granbury; Grand Prairie; Grapevine; Greenville; Hallettsville; Hamilton; Harlingen; Haskell; Hearne; Hemphill; Hempstead; Henderson; Hereford; Hillsboro; Hondo; Houston; Humble; Huntsville; Hurst; Irving; Jacksonville; Jasper; Johnson City; Jourdanton; Karnes City; Katy; Kaufman; Kerrville; Killeen; Kingsville; Kingwood; Kirbyville; La Grange; Lake Jackson; Lake Worth; Lamesa; Lampasas; Lancaster; Laredo; Levelland; Lewisville; Liberty; Linden; Littlefield; Livingston; Llano; Lockhart; Longview; Lubbock; Lufkin; Lumberton; Madisonville; Marble Falls; Marfa; Marlin; Marshall; Mcallen; Mckinney; Mercedes; Meridian; Mesquite; Mexia; Midland; Mineola; Mineral Wells; Mission; Monahans; Mount Pleasant; Mount Vernon; Nacogdoches; Navasota; New Boston; New Braunfels; Odessa; Orange; Palestine; Pampa; Paris; Pasadena; Pearland; Pearsall; Pecos; Perryton; Pharr; Pittsburg; Plainview; Plano; Pollok; Port Arthur; Port Lavaca; Presidio; Quitman; Raymondville; Refugio; Richardson; Richmond; Rio Grande City; Robstown; Rockwall; Rosenberg; Round Rock; Rowlett; Rusk; San Angelo; San Antonio; San Benito; San Juan; San Marcos; San Saba; Schertz; Seguin; Seminole; Seymour; Sherman; Silsbee; Sinton; Snyder; Socorro; Sonora; South Houston; Stephenville; Sugar Land; Sulphur Springs; Sweetwater; Taylor; Temple; Terrell; Texarkana; Texas City; The Woodlands; Tomball; Trinity; Tyler; Uvalde; Van Horn; Vernon; Victoria; Waco; Washington; Watauga; Waxahachie; Weatherford; Webster; Weslaco; Wharton; Wichita Falls; Woodville; Zapata 
MOS Codes: 16GX,60C0,611X,612X,63G0,641X,712X,86M0,8U000,OS,OSS,PERS,YN,YNS 
 
 
 

QIS Client Engagement Strategy Lead:

Texas Health and Human Services Commission (HHSC) is looking for individuals who want to join Access and Eligibility Services (AES), Policy and Quality division, Quality Improvement Support (QIS) area; an energizing and multi-faceted team working in a high-performing and innovative environment. AES provides an integrated and streamlined approach to connect individuals to services and supports that: reduce institutionalization, allow individuals to remain in their communities, and promote economic and personal self-sufficiency. AES is built upon its' core values of family, inclusion, commitment, innovation, and excellence with a goal of delivering best-in-class customer service to clients and stakeholders.

Our staff are well organized individuals with the ability to multi-task, thrive in a challenging, fast-paced and evolving environment, have excellent communication skills, a positive attitude, strong work ethic and a desire to assist others. If you possess these skills, then we want you to join our team!

The QIS Client Engagement Strategy Lead reports directly to the QIS Director and is responsible for developing and implementing strategies to enhance client communications, reduce client-related Quality Control errors, and improve overall client understanding of forms, processes, and organizational requirements. This role uses data analysis, research, and communication strategies to ensure information is clear, accurate, and accessible across all channels. The position collaborates with Quality Control, Quality Assurance Field Services, Policy, Field Policy, Program Policy, Internal Communications, Operations and other AES teams to drive initiatives that improve the client experience and support organizational quality goals.

Job duties  include:

• Leading the development and implementation of client communication strategies to improve clarity, understanding, and reduce Quality Control errors.
• Analyzing client feedback, interaction data, and quality control reports to identify trends and opportunities for improvement.
• Collaborating with cross-functional teams to create user-friendly forms, instructions, website content, and educational resources.
• Developing and maintaining tools, dashboards, and reports to monitor the effectiveness of client communication initiatives.
• Providing recommendations to enhance client engagement, accessibility, and compliance with organizational policies.
• Serving as a subject matter expert on client communication best practices and quality improvement strategies.
• Training and supporting staff on effective client communication techniques.
• Staying informed on trends, regulations, and research in client engagement and communication strategies.

This position offers significant latitude for independent judgment and initiative to resolve challenges and eliminate barriers as they arise effectively.

Essential Job Functions (EJFs)

• Develop and implement client communication strategies to improve clarity, understanding, and reduce Quality Control errors, to include research, writing, editing, and production of informational material for release to internal and external audiences. Analyze client feedback, interaction data, and quality control reports to identify trends and opportunities for improvement. Provide recommendations to enhance client engagement, accessibility, and compliance with organizational policies. Train and support staff on effective client communication techniques. (20%)
• Acts as a liaison representing, Quality Management (QM) with internal and external stakeholders by collaborating with cross-functional teams to create user-friendly forms, instructions, website content, and educational resources. Maintain and promote communication and community ties between HHSC and external audiences. Serve as a subject matter expert on client communication best practices and quality improvement strategies (20%)
• Ensures adherence to federal program policies, procedures, statutes, and regulations. Delivers consultative services and technical assistance to AES and QM leadership related to planning, implementing, and monitoring of related programs and services where client communication is involved. Provides clear explanations of program and agency statutory requirements. Uses extensive latitude for independent judgment to resolve challenges and eliminate barriers as they arise effectively. (20%)
• Monitors required performance reports and recommends appropriate changes. Analyzes program operations to identify problems and prepares reports that include findings and recommendations. Consults with public and private agencies involved to resolve issues, identify training needs and discuss effectiveness. Work closely with community and professional groups to foster engagement, coordinate, improve, and meet the behavioral needs of communities. Organizes and prepares materials in response to requests for program information. (20%)
• Develops high-frequency, short turnaround updates for agency leadership, coordination of press/media release content related to quality initiatives, and development of illustrative, photographic, or audiovisual products designed to disseminate information. Provides awareness of quality-related continuous improvement initiatives and facilitates communication between the AES-QM section and internal and external audiences. Duties involve planning, developing, implementing, and leading the performance of a variety of research, planning, policy development, program assessment, and administrative activities. (20%)

Knowledge, Skills, and Abilities (KSAs):

• Knowledge of quality management principles, continuous improvement (Lean Sis Sigma, ect), performance management, client engagement strategies, and effective communication techniques.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable solutions.
• Excellent written and verbal communication skills; able to create clear, concise, and client-focused content.
• Proficiency with digital communication platforms, website content management, and data visualization tools.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Skilled in the application of project management methodologies (Agile/Scrum/Waterfall.)
• Ability to make public presentations and represent program to other areas.
• Ability to plan, organize, and conduct meetings.
• Strong collaboration skills; able to work effectively with cross-functional teams and leadership.
• Problem-solving mindset with attention to detail and a focus on continuous improvement.
• Ability to train and mentor staff in client communication best practices.

Registration or Licensure Requirements: N/A   

Initial Selection Criteria:

Graduation from an accredited 4-year college or university with major course work in a field relevant to assignment is generally preferred. Experience and education may be substituted on a year for year basis.  Four years' experience in quality management, client engagement, and developing/implementing strategies or initiatives.

A minimum of two years full-time experience working with local, state, and federal laws and regulations related to health and human services program, and procedures and oversight of business operations that included compliance with state and federal regulations (SNAP and Medicaid).

Ability to Travel 50%. 

Additional Information:

Posting open state-wide and location will be determined based on location of final candidate selected and available space.

This position requires an oral interview and in-basket exercises as part of the selection process. Applicants selected for an interview will be asked to submit 3 writing samples, two writing samples due prior to the interview and one (a presentation) to present during the interview. The presentation is considered the third writing sample.

Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work. Applicants selected for hire will be required to pass background and other due diligence checks.

Applicants selected for hire will be required to pass background and other due diligence checks.

Go here to download the I-9 form: http://www.uscis.gov/sites/default/files/files/form/i-9.pdf

In compliance with the Americans with Disabilities Act (ADA), HHS 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.

Texas Health and Human Services is committed to hiring veterans and creating a work environment that values and retains the skills that service members bring to the job. A veteran is an individual who has served in • the Army, Navy, Air Force, Coast Guard, or Marine Corps of the United States or the United States Public Health Service under 42 U.S.C. Section 201 et seq., as amended; • the Texas military forces as defined by Section 437.001 of Texas Government Code; or • an auxiliary service of one of those branches of the armed forces; and • Has been honorably discharged from the branch of the service in which the person served. For more information see the Texas State Auditor's Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

VETERANS: Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx. For more information on military occupational specialty codes, see the Military Crosswalk Guide. 

MOS Code:.  Please note: There are no direct military occupation(s) that relate to the responsibilities, and registration or licensure requirements for this position. All active duty, reservists, guardsmen, and veterans are encouraged to apply if they meet the qualifications for this position

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.

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.