Job description
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.
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 works primarily from the successful candidate’s Arizona home office but occasional in-person attendance at the worksite location for mandatory meetings, trainings, etc. may be required. Worksite location: 1789 W. Jefferson, Phoenix, AZ 85007.
Job Duties:
- 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:
Skill in:
Ability to:
- 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):
- 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:
- 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.
- A.R.S. 41-1968 Employee shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 41-1758.07 in order to work with children and vulnerable adults, prior to the start of their employment.
- In-state travel may be required. The position may require the possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.11). Individuals may be required to use their personal motor vehicle.
- Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.
- 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.
Benefits:
The Arizona Department of Economic Security offers a comprehensive benefits package to include:
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.
- Career Advancement & Employee Development Opportunities
- Flexible schedules to create a work/life balance
- Tuition Reimbursement
- Participation in the Arizona State Retirement System (ASRS)
- 10 paid holidays per year
- Stipend Opportunities
- Infant at Work Program
- RideShare and Public Transit Subsidy
- Affordable Medical, Dental, and Vision
- Life and Disability Insurance
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.
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:
Apply through www.azstatejobs.gov. For questions about this career opportunity, please call Francine Halle at (602)723-2662 or email DAASHR@azdes.gov.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (602) 542-0400. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.
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