Specialized Intake Processing Intake Specialist

Job Title

Protective Services Intake Specialist V

Texas Health and Human Services Commission – Specialized Intake Processing Unit

Fort Worth, TX – 2220 Mall Cir (Other locations: Austin)

$4,263.16 – $5,521.16 per month (Monthly Pay)

Full time, Day shift, Regular, Nonexempt

Closing Date:
February 7, 2026

• Answer calls and process complex inquiries, complaints, and incidents related to abuse, neglect, and exploitation across a wide range of facilities (e.g., abortion centers, ambulatory surgical centers, birthing centers, clinical laboratories, community mental health centers, comprehensive outpatient rehabilitation facilities, crisis stabilization units, end‑stage renal disease facilities, general hospitals, psychiatric hospitals, special hospitals, narcotic/opioid treatment facilities, outpatient physical therapy and speech pathology service facilities, portable x‑ray services, rural health clinics, special care facilities, and substance abuse treatment facilities).
• Perform initial triage of complaints and incidents, conduct complex analysis of complaints, requests for information, and facility self‑reported incidents from the public, legislative offices, news media, other agencies, and regulatory services staff.
• Assess intakes for determination of priority, allegation type, and handling to ensure compliance with established performance standards and state and federal (CMS) rules and regulations.
• Specialized processing and analysis of complaints and incidents received via email, postal mail, fax, web portal, voice mail, and referrals submitted by agency program staff or other state agencies.
• Evaluate complaints and incidents and assign proper priority for investigation; communicate on a complex level with stakeholders to exchange or verify information, answer inquiries, address issues, or resolve problems or complaints.

• Bachelor's degree from an accredited college or university (related work experience may be substituted for the required education on a year‑to‑year basis with a maximum substitution of 4 years).
• Call center experience, policy interpretation, investigation experience, customer service experience, medical/mental health/healthcare experience, or caseworker experience.
• Data entry, computer, and typing experience.
• Knowledge of state and federal regulatory and assistance programs.
• Proficiency with ACD call systems and computers.
• Excellent oral and written communication skills, normal auditory ability, and a professional and knowledgeable attitude and behavior with members of the public and co‑workers.

Eligible for telework with travel to the office as business needs require; telework employees are responsible for providing the required infrastructure for working from home.

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 online 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.

Applicants may be required to pass background and other due diligence checks. HHSC uses E‑Verify. Applicants must bring their I‑9 documentation on their first day of work.