Hotline Support Intermediate Associate
Hotline Support Intermediate Associate
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
DEPARTMENT OF ECONOMIC SECURITY
Your Partner For A Stronger Arizona.
DES works with families community organizations advocates and state and federal partners to realize our collective vision: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals families and communities for a better quality of life.
HOTLINE SUPPORT INTERMEDIATE ASSOCIATE
Division of Aging and Adult Services (DAAS)
Adult Protective Services (APS) Central Intake Unit
Address: 1789 West Jefferson Street Phoenix Arizona 85007
Salary: $20.8997 Hourly
Grade: 15
Closing Date: 3/18/2024
Would you like to be part of an amazing team that helps Arizonans thrive At the Department of Economic Security (DES) we strengthen individuals families and communities for a better quality of life. DES is looking for individuals who are committed to service community and teamwork. To learn more about DES please visit des.az; or click on the link here to view Our DES video. Come Join the DES Team!
The Department of Economic Security Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Intermediate Associate with APS Central Intake Unit. DAAS supports atrisk Arizonans to meet their basic needs and to live safely with dignity and independence. Services and programs reach a diverse population of Arizonans.
Receiving calls from our high volume automated inbound call system you are the first line of defense helping vulnerable and incapacitated adults 18 years of age or older across the entire state of Arizona and outside of Arizona who are at risk of abuse neglect or exploitation. You will experience human nature at its best and worst. You provide a calm response and resources to those who need help. You must also remain detached from very stressful situations.
This position may offer the ability to work remotely within Arizona based upon the departments business needs and continual meeting of expected performance measures.
The State of Arizona strives for a work culture that affords employees flexibility autonomy and trust. Across our many agencies boards and commissions many State employees participate in the States Remote Work Program and are able to work remotely in their homes in offices and in hoteling spaces. All work including remote work should be performed within Arizona unless an exception is properly authorized in advance.
Essential Duties and Responsibilities include but are not limited to:
Performs case intake work received from the automated inbound hotline which includes the general and law enforcement and first responders call lines and internet reports for allegations and reports of abuse neglect and/or exploitation.
Performs comprehensive intake interviews gathers information analyzes reported information and determines if allegation meets statutory mandates for investigation.
Writes and inputs report into the database system and forwards for investigation.
Answers questions and requests from the general information call line and internet reports.
Knowledge of:
Inbound call center and database systems
Proper grammar spelling and sentence structure
Community resources
Skills in:
Oral and written communication including customer service and interviewing techniques
Time management and organization
Accurately inputting information
Using a variety of computer software packages (e.g. Excel Word Google Suite etc.
Ability to:
Interview elicit and gather information and ask appropriate questions
Learn and apply federal and state statutes DES/DAAS regulations policies and procedures related to reporting of vulnerable adult maltreatment
Write clear concise and accurate reports
Quickly assess prioritize and process reports as they are received
Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques
The ideal candidate for this position will have:
Must have two years of professional customer service environment experience (e.g. diffuse confrontational situations in person or on the phone handle a variety of administrative tasks prepare paperwork and forms resolve account questions and complaints follow through on general queries etc.; OR
one year as a customer Services Representative 1 working in an automated call center in AZ state government; OR
one year entrylevel case management activities (e.g. intake needs assessment ongoing or planning); OR
one year of case aide activities (e.g. note documentation community referral for services data entry file and document maintenance etc.. Prefer automated call center experience. Experience communicating information in writing is highly desirable. Working in the fastfood industry or retail stores is not considered customer service environment experience. Assistance with daily living skills or direct support activities and functions is not considered case management or case aide assistance experience.
Shift assignment is determined by the needs of the agency and is not guaranteed or implied.
Must be willing to work weekends and holidays.
A.R.S. 411968 Employee shall have a valid unrestricted Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 411758.07 in order to work with children and vulnerable adults prior to the start of their employment.
Instate travel is required. Drivers License Requirements Any employee operating a motor vehicle on State business must possess and retain a current valid classappropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C. R210207.11.
Successfully pass background and reference checks; employment is contingent upon completion of the abovementioned process and the agencys ability to reasonably accommodate any restrictions.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).
The Arizona Department of Economic Security offers a comprehensive benefits package to include:
Affordable medical dental life and shortterm disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and longterm disability plans
10 paid holidays per year
Vacation time accrued at 4.00 hours biweekly for the first 3 years
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Sick time accrued at 3.70 hours biweekly
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance
By providing the option of a fulltime or parttime remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page
State employees are required to participate in the Arizona State Retirement System (ASRS) the State sponsored retirement contribution plan and the LongTerm Disability (LTD) program after a 27week waiting period. The ASRS defined benefit plan provides for lifelong income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of taxdeferred retirement investments.
On or shortly after your first day of work you will be provided with additional information about the available insurance plans enrollment instructions submission deadlines and effective dates.
For questions about this career opportunity please call Cherece Johnson ator email
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Cherece Johnson ator email Requests should be made as early as possible to allow time to arrange the accommodation.
Required Experience:
IC
Employment Type
Full-Time
