Hotline Support Senior Associate

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 SENIOR ASSOCIATE

Job Location:

Division of Aging and Adult Services (DAAS)
Adult Protective Services (APS) Central Intake
Address: 1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $21.4772 hourly 

Grade: 16

Closing Date: October 18, 2024

Job Summary:

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.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

The reporting system regarding allegations of abuse, neglect and exploitation to vulnerable and incapacitated adults, 18 years of age or older, is a critical element in the state’s adult protection system. Safety of the state’s vulnerable and incapacitated adults is contingent on an effective reporting system following state statute and policy.

Under minimal supervision, performs senior level Customer Service activities within the Adult Protective Services (APS) Call Center. Serves as the team lead providing assistance, mentoring, guidance, and instruction to less experienced Customer Service Representative staff regarding the most complex or unusual customer service complaints, allegations, inquiries, and issues.

Receives and processes allegations received from the call center report line and internet reports ensuring reported information is accurately evaluated and accepted for investigation or designated as an Information and Referral (I&R) communication within established time frames and in accordance with applicable state statutes, administrative rules, policies and procedures and intake tools.

Responds to inquiries received from law enforcement or first responders call line and makes contact to report emergency situations when necessary. Utilizes established information gathering and screening decision tools in order to determine APS report criteria decision and appropriate response level of reports. Accurately documents, writes reported information into the automated client data base, and routes the reported information to the appropriate APS district within established time frames. Consults with supervisor to assist with screening decisions, determination of response level and addressing questions which arise. Maintains adequate organization of work product and follows established policies and procedures for work processing, records management and completing required correspondence. Actively monitors call volume and changes call center work status as appropriate to provide excellent customer service in order to avoid unanswered calls contributing to established team objectives for performance.

Responds to callers from the general information line seeking resources for services and referral information for vulnerable and elderly individuals as well as general information.

Must be willing to work weekends and holidays. Shift assignment is determined by the needs of the agency and is not guaranteed or implied.

This position may offer the ability to work remotely, within Arizona, based upon the department's 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 State’s 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.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• Provide excellent customer service by actively monitoring call volume and resource availability. Answer report line calls and review internet reports received from the public, gather sufficient information, assess potential risk to vulnerable or incapacitated adults and process reported information containing allegations in accordance with all applicable federal and state statutes, administrative rules, policies and procedures and intake tools.
• Document reported information into client information system. Open reports, assign response priority and route to district/field offices for assignment. Send correspondence to reporting sources. Adjusts priorities to provide excellent customer service. Utilize resources to determine accurate information for APS reports applying relevant statutes.
• Consult with supervisor regarding report criteria and priority decisions. Respond to inquiries received from law enforcement or first responders call line and make contact to report emergency situations when necessary. Prepare and send cross reports to stakeholder agencies and departments when appropriate for community services and assistance.
• Serve as team lead to less experienced staff providing assistance, mentoring, guidance, instruction and answering questions regarding complex or unusual complaints, allegations, inquiries, and issues received within call center operations.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• In-bound call center and database systems
• Federal and state statutes, DES/DAAS regulations, policies and procedures related to reporting of vulnerable adult maltreatment
• The state’s adult protection system including reporting, investigation, and protective services
• Proper grammar, spelling, and sentence structure

Skill in:

• Oral and written communication including customer service and interviewing techniques
• Time management and organization
• Leading and encouraging staff
• Using a variety of computer software packages (e.g., Excel, Word, Google Suite, etc.) and accurately inputting information

Ability to:

• Interview, elicit and gather information and ask appropriate questions
• 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

Selective Preference(s):

The ideal candidate for this position will have:

• Three years' experience in a customer service call center environment (e.g., in-bound or out-bound automated call centers); OR 1 year as a Customer Service Representative 2 working in an automated call center in AZ state government.

Pre-Employment Requirements:

• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.  If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s 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.) R2-10-207.11). 
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). • A.R.S. 41-1969 Each employee or contractor of the Department of Economic Security who has access to federal tax information shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to A.R.S. 41-1758.07.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• Candidates for this position shall be subject to a search of both the Child Protective Services Central Registry pursuant to A.R.S. 8-804 and the Adult Protective Services Registry pursuant to A.R.S. 46-459.

Benefits:

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• 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 full-time or part-time 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 program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred 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.

Contact Us:

For questions about this career opportunity, please contact us Francine Halle at 602-723-2662 or daashr@azdes.gov.

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 Francine Halle at 602-723-2662 or daashr@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.

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