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 suffic