CONSTITUENT SERVICES SPECIALIST

Arizona Department of Administration • Phoenix, AZ

1d • Onsite

About The Position

The Arizona Department of Corrections, Rehabilitation & Reentry (ADCRR) is seeking a Constituent Services Specialist for its Office of Professional Standards and Accountability, Constituent Services Unit. The position confidentially researches, advises, assists, and manages materials and requests from the general public, inmates’ and offenders’ families and friends, ADCRR and other State agencies, law enforcement agencies, and community groups. It provides information and support related to ADCRR operations, inmate programs and services, visitation, phone calls, and other constituent concerns. The role also researches allegations and areas of concern, maintains records and reports, and supports special projects. The position is based at 701 East Jefferson Street, Phoenix, Arizona.

Requirements

• Pass a background investigation.
• If driving or using a vehicle is an essential job function, possess and retain a current, valid, class-appropriate driver’s license; complete required training and pass required driving-record checks. Maintain an acceptable driving record and, when using a personally owned vehicle on State business, required liability insurance.
• Take a tuberculosis (TB) test during New Employee Orientation and annually thereafter.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Knowledge of departmental policies and procedures, Director’s instructions, and department structure and functions.
• Knowledge of Arizona Revised Statutes (ARS).
• Knowledge of Federal, State, County, and City jurisdictions of authority.
• Knowledge of general public assistance through private organizations, State, and community agencies.
• Knowledge of database management and general office practices.
• Knowledge of correctional visitation processes and rules.
• Skill in verbal and written communication, establishing and maintaining interpersonal relationships, research, and data gathering.
• Ability to deal with crisis situations, communicate with various levels of authority, organize and prioritize work, maintain discretion, and compose correspondence with appropriate consideration of relevant policies and procedures.

Nice To Haves

• Experience with correctional visitation policies, procedures, and documentation.
• Experience with administrative work and general customer service.
• Institutional field experience.
• Bilingual ability.

Responsibilities

• Maintain confidentiality when responding to inquiries about ADCRR operations, inmate/offender programs and services, and law enforcement information.
• Assist constituents with inmate visitation applications, required paperwork, costs, denied requests, and appeals.
• Guide constituents through coordinating and requesting special visits.
• Explain how constituents can update their addresses and phone numbers with ADCRR.
• Explain rules and processes associated with inmate phone calls.
• Provide appropriate documentation to constituents as needed.
• Research and review allegations and areas of concern using available resources and databases, and by contacting Wardens, Unit Administrators, and members of the public.
• Address constituent questions and concerns professionally and promptly, explain possible outcomes, and work to ensure constituents’ voices are heard and needs are met.
• Provide accurate and current information consistent with ADCRR policies, procedures, and applicable laws.
• Create and maintain reports and work on special projects for the Constituent Services Unit.
• Document all contacts, including maintaining telephone logs, hard files, and databases.
• Organize and maintain confidential and administrative files.
• Refer constituents to appropriate staff as needed.
• Attend meetings and trainings.
• Drive on State business.
• Perform other duties appropriate to the assignment.

Benefits

• Vacation and sick days, with 10 paid holidays per year.
• Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program).
• Medical, dental, life, short-term disability, and long-term disability insurance options.
• Arizona State Retirement System (ASRS) participation; enrollment eligibility begins after 27 weeks of employment.
• Optional deferred compensation plans and credit union membership.
• Wellness program.
• Incentivized commuter club and public transportation subsidy program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed