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 ENTRY ASSOCIATE

Job Location:

Division of Aging and Adult Services (DAAS)
Address: 1789 West Jefferson Street, Phoenix, Arizona 85007
This position works primarily from the successful candidate's Arizona home office but occasional in-person attendance at the worksite for mandatory meetings, trainings, etc. may be required.

Posting Details:

Salary: 19.8712 Hourly 

Grade: 13

Closing Date: 11/24/2024

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 Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Entry Associate with APS Central Intake Unit. DAAS supports at-risk 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 in-bound 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.

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

This position may be available for remote work within Arizona (# days per week in the office/hoteling).

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:

• Answers automated in-bound calls to the general information line and internet reports providing referral information for community resources,
• services, and level of information for APS cases.
  
• Learns to perform entry-level intake activities received from the law enforcement and first responders call line and internet reports.
  
• Learns and begins to take, evaluate, and determine if allegations meet statutory mandate for a report.
  
• Enters allegation information into the database system and forwards the report for investigation.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• In-bound call center and database systems
  
• Proper grammar, spelling, and sentence structure
  

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 ac