Detail of : HOTLINE SUPPORT ENTRY ASSOCIATE Job Openings in Phoenix
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 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 from homeless youth to older adults.
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.
Answers 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):
In-bound call center and database systems
Proper grammar, spelling, and sentence structure
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.) and accurately inputting information
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
Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques
Must have one year 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 six months entry-level case management activities (e.g., intake, needs assessment, ongoing, or planning); OR six months 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. Work in the fast-food 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.
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 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.
We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.
Affordable Health, Dental, Vision and Life and Disability Insurance
10 holidays per year
Paid Vacation and Sick time offstart earning it your 1st day
Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)
Ride Share and Public Transit Subsidy
Career Advancement Opportunities
Opportunity to participate in the Remote Work Program where the employee telecommutes primarily from home and when required in the office
For a complete list of benefits provided by The , 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 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.
Apply through azstatejobs.azdoa.gov. For questions about this career opportunity, please call DAAS Human Resources at (602) 542-0400 or email [email protected] 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.
Equal Opportunity Employer/Program • Under Titles VI and VII of the Civil Rights Act of 1964 (Title VI and VII), and the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Title II of the Genetic Information Nondiscrimination Act (GINA) of 2008; the Department prohibits discrimination in admissions, programs, services, activities, or employment based on race, color, sex, national origin, age, disability, genetics and retaliation. To request this document in alternative format or for further information about this policy, contact your local office; TTY/TDD Services: 7-1-1. • Free language assistance for DES services is available upon request.
For further information, please refer official source from State Of Arizona on following link below. To find out where you fit in, please visit :
Application will be treated strictly confidential.
Only shortlisted candidate will be proceed on the next step.
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