HOTLINE ASSOCIATE 3 - BILINGUAL

Arizona Department of Administration•Phoenix, AZ

1d•Hybrid

About The Position

The Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Senior Associate. 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. 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 criteria not met. Maintain 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. Respond 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.

Requirements

In-bound call center and database systems
Federal and state statutes, DES/DAAS regulations, policies and procedures related to reporting of vulnerable adult maltreatment
State’s adult protection system including reporting, investigation, and protective services
Proper grammar, spelling, and sentence structure
Office and administrative procedures
File management and records
Oral and written communication including customer service and interviewing techniques
Time management and organization
Leading and encouraging staff
Accurately inputting information and critical thinking
Using a variety of computer software packages (e.g., Excel, Word, Google Suite, etc.) and office equipment (e.g., fax, copier, telephone system)
Interview, elicit and gather information and ask appropriate questions
Write clear, concise, and accurate reports
Quickly assess, prioritize, and process reports as they are received in high volumes
Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques
Interact in a sensitive and respectful manner during public contact and interactions with colleagues
Bilingual in English and Spanish
3 years' experience in a customer service call center environment (e.g., in-bound or out-bound automated call centers); OR - 1 year as a Customer Service Representative 2 working in an automated call center in AZ state government.
ARS 41-1968 Each employee of the department who has contact with children or vulnerable adults shall have a valid fingerprint clearance card issued pursuant to section ARS 41-1758.07.
Be subject to a search of Child Protective Services Central Registry and the Adult Protective Services Registry.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

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 sufficient information, assess potential risk to vulnerable or incapacitated adults and process reported information containing allegations in accordance with all applicable federal and state statutes, administrative rules, policies and procedures and intake tools.
Document reported information into client information system. Open reports, assign response priority and route to district/field offices for assignment. Send correspondence to reporting sources. Adjusts priorities to provide excellent customer service. Utilize resources to determine accurate information for APS reports applying relevant statutes.
Consult with supervisor regarding report criteria and priority decisions. Respond to inquiries received from law enforcement or first responders call line and make contact to report emergency situations when necessary. Prepare and send cross reports to stakeholder agencies and departments when appropriate for community services and assistance.
Serve as team lead to less experienced staff providing assistance, mentoring, guidance, instruction and answering questions regarding complex or unusual complaints, allegations, inquiries, and issues received within call center operations.
Allegations received but not meeting statutory mandates for a report are designated as an Information and criteria not met communication and input into the APS automated system. The APS automated system must be continuously updated with intake information to ensure all information in case file report is accurate and up-to-date.
Respond to callers from the general information line seeking resources for services and referral information for vulnerable and elderly individuals as well as general information.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
10 paid holidays per year
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities