Vital Records Customer Support Specialist

Introduction

The Department of Health Services (DHS), Division of Public Health (DPH) is recruiting for a Vital Records Customer Support Specialist in the Office of Health Informatics (OHI). The work schedule will be Monday through Friday, from 8:00am to 4:30pm.

This position will be headquartered at 201 E. Washington Ave. in Madison, WI. After approximately one (1) year of training, the incumbent may be eligible for remote work as follows: 10-week rotation in which 6 weeks are in-office and 4 non-consecutive weeks are remote to maintain in-office vital records services for 60% of the time.

DPH works with our local and Tribal public health partners, and community groups statewide, on a wide variety of programs and services that protect the health of Wisconsin residents.

As an employee of the State of Wisconsin, you'll also have access to an amazing benefits package, including:

• 3.5 weeks of vacation, 9 paid holidays and ample sick time; limitations may apply for leave time usage in the first six months.
• Top rated health plan options starting at $47/month for single plans and $117/month for family plans, after 2 months of state service.
• Exceptional pension plan with a 7.25% employer match in 2027 with lifetime retirement payment. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
• Several flex spending accounts: medical, dependent care, commuter, parking and High-Deductible Health Savings.
• Well Wisconsin Wellness Program.
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.
• Public Service Loan Forgiveness Program employer.
  
  

Position Summary

As the Vital Records Customer Support Specialist, you will be responsible for screening, accepting and receipting requests received via mail and fax for Wisconsin vital records using the Statewide Vital Records Information System (SVRIS). The subunit receives over 100,000 requests annually affecting all vital records, such as birth, death, marriage and divorce.

Other Duties Include

• Searching for records stored in microfiche, microfilm paper form, and various databases.
• Accessing records to make changes, complete records or create new records along with applying confidentiality policies and procedures.
• Providing information and assistance to the public and other governmental agencies regarding requirements and procedures to obtain copies of and information from Wisconsin vital records.
• Determining applicants’ eligibility to obtain copies or information from Wisconsin vital records.
• Providing back-up coverage to co-workers as assigned.
  
  

Salary Information

The starting pay is $27.08 per hour (approximately $56,326 per year) plus excellent benefits. A 12-month probationary period will be required.

Pay for current or former employees is set based on the rules that apply to compensation for the applicable transaction. This position is classified as a Records Program Associate – Advanced and is in pay schedule and range 02/12.

An add-on of up to $1.00 per hour may be paid for bilingual skills in Spanish.

Job Details

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

For positions that allow remote working flexibility, working outside of Wisconsin or in bordering cities will not be allowed except in extremely limited circumstances due to the need to report to an office location in Wisconsin on short notice.

Mileage reimbursement to the employee’s headquarter location is not provided. Remote work flexibility will be discussed in more detail during the interview process.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.

Qualifications

Minimally qualified applicants will have all of the following:

• Experience or training working with a records management system (e.g., data entry, editing, searching for records, quality assurance, etc.).
• Experience providing customer support to a diverse population, in-person, online, and over the phone.
• Experience reviewing documents or materials for accuracy or determining eligibility.
  
  

Well-qualified applicants will also have one or more of the following:

• Experience working with vital records (e.g., birth certificates, marriage licenses, etc.) or personally identifiable information (PII).
• Experience working in a high-volume call center or customer support environment, including resolving constituent issues or customer complaints.
• Experience organizing, preparing, and summarizing data or information gathered from various sources.
• Bilingual skills in Spanish.*
• Note: If applicable, the selected candidate will be required to complete a language assessment to receive the add-on pay described above.
  
  

Your letter of qualifications is limited to one (1) page and your resume is limited to two (2) pages. For a guide on developing your resume and letter of qualifications and what should be included in these materials, click here.

How To Apply

Applying is easy! Click “Apply for Job” to start your application process. Sign into your account or create an account before applying for the job. Follow the steps outlined in the application process to submit your application.

Helpful Information

• Once your application is submitted, no changes are allowed. Click “Save” to allow changes to your application as needed before submitting by the deadline.
• You may want to save a copy of the job posting for reference after the deadline.
• Submitted materials will be evaluated by a panel of job experts according to the qualifications above.
• Please monitor your email for communications related to this position.
• Current or former permanent, classified, state employees must complete the online application process to be considered.
• If viewing through an external site, please apply directly at Wisc.Jobs.
• For technical assistance and general information, please see Frequently Asked Questions. For questions about the position, to request a copy of the full position description, or for other employment inquiries, please contact DHSDPHHR@dhs.wisconsin.gov.
  
  

DHS is an Equal Opportunity and Affirmative Action employer. Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs, click here.

Deadline to Apply

The deadline to apply is 10/02/26 at 11:59 pm.

Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am – 4:30 pm. Late or incomplete applications will not be accepted.