Constituent Services Specialist

Arizona Department of Administration•Phoenix, AZ

1d•Onsite

About The Position

The Arizona Department of Corrections, Rehabilitation and Reentry is seeking a Constituent Services Specialist (Program Project Specialist II) for its Office of Professional Standards and Accountability Constituent Services Unit in Phoenix, Arizona. 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. The specialist provides information and guidance on correctional visitation applications and procedures, special visits, updating contact information, and inmate phone-call rules. The role also researches allegations and concerns, communicates accurate information consistent with agency policies and applicable laws, maintains records and confidential files, prepares reports, supports special projects, and refers constituents to appropriate staff. The position requires discretion, professional communication, and responsiveness to constituent concerns.

Requirements

Knowledge of established departmental policies and procedures, Director’s instructions, and department structure and functions.
Knowledge of Arizona Revised Statutes.
Knowledge of the jurisdictions of authority of federal, state, county, and city entities.
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.
Skill in establishing and maintaining interpersonal relationships.
Skill in research and data gathering.
Ability to deal with crisis situations.
Ability to communicate appropriately with various levels of authority.
Ability to organize and prioritize work activities.
Ability to maintain discretion in all areas of responsibility.
Ability to compose varied correspondence with appropriate consideration of relevant policy and procedures.
Pass a background investigation.
If driving on State business, 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, maintain required liability insurance.
Complete a tuberculosis test during New Employee Orientation and annually thereafter.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

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

Responsibilities

Maintain confidentiality when responding to inquiries about ADCRR operations, inmate and offender programs and services, and law enforcement information.
Assist constituents with inmate visitation applications, required paperwork and costs, denied requests, and the appeal process.
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.
Research and review specific allegations and concerns using available resources and databases and by contacting Wardens, Unit Administrators, and the general public.
Address constituent questions and concerns professionally and promptly, explain possible outcomes, and ensure constituent voices are heard and needs are met to the best of the agency’s ability.
Provide accurate and current information in accordance with ADCRR policies, procedures, and applicable laws.
Create and maintain reports and work on special projects for the Constituent Services Unit.
Document all contacts and maintain 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.
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 participation, with enrollment eligibility effective after 27 weeks of employment.
Optional deferred compensation plans.
Credit union membership.
Wellness program.
Incentivized commuter club.
Public transportation subsidy program.