311 Call Center Specialist (Communications, Information and Technology Department)

Minimum Qualifications

High School diploma or GED. Three years of clerical experience in public contact, handling complaints, or providing citizen information or referral services are required. Completion of college coursework may substitute for the required work experience on a year-for-year basis.

Recruitment Notes

This position is a specialized public contact role that works in receiving, screening, and referring telephone calls to appropriate County departments. This role is responsible for accurate and effective evaluation and response to telephone calls for information regarding county services. Work is performed in accordance with prescribed procedures and departmental regulations; however, independent judgment is exercised in determining and assessing the needs of the caller. Supervision is provided by an administrative supervisor, who reviews work through observation for quality, consistency, and conformity with established procedures and may confer with employees on unusual or difficult cases.

Job Components include the following:

• Receives telephone calls from the public requesting information about county, municipality, and state and federal government services.
• Evaluates the needs of the caller by determining the exact nature of the call.
• Provides information in response to complaints or requests from callers and walk-in customers regarding all county departments and departmental services to resolve citizen complaints.
• Provides direction and accurately refers to callers and walk into a variety of non-county multi-jurisdictional governmental and community resources.
• Serves as rumor control resource during and immediately following an emergency or disaster; intercepts rumor control calls and disseminate accurate information in a prompt yet tactful manner.
• Performs other duties as required.

Attention:

If you are claiming Veterans Preference you must provide the required information in the Veterans Preference section of the online application, and prove eligibility submitting all required documentation to the Human Resources Department, Human Resources Manager, on or before, Thursday, June 25, 2026 at 11:59 p.m. (EST). Veterans Preference will NOT be awarded unless the required documentation is submitted. Documents arriving after the deadline will not be accepted. Due to a recent change in the Florida Administrative Code, the timeframe for submitting eligible documents to the Human Resources Department (HR) has changed from three days. All documents (photocopies) must be received in Human Resources within five (5) business days, following the date the request is received by the applicant (the person seeking the Veterans preference benefit) from one of our HR Specialists requesting proof of eligible documents. If the fifth day is a legal holiday, HR will accept the documentation on the following day. Documentation received after the deadline will not be accepted. Please email your documentation to Vets@miamidade.gov.

Documents may be submitted as follows:

• E-Mail to vets@miamidade.gov.
• Mail or Hand-Deliver to Miami-Dade County, Human Resources Department 111 N.W. 1st Street,

Suite 2110, Miami, FL 33128-1906.

Attention: HR Personnel Specialist (PIOD)

• Fax to (305) 679-7545. Attention: HR Personnel Specialist (PIOD)