HOTLINE ASSOCIATE 3

Arizona Department of Administration•Phoenix, AZ

1d•Hybrid

About The Position

The Arizona Department of Economic Security (DES) is seeking an experienced and highly motivated individual to join the Division of Aging and Adult Services (DAAS) as a Hotline Support Senior Associate. DAAS supports at-risk Arizonans to meet their basic needs and live safely, with dignity, and independence. This role involves performing senior-level customer service activities within the Adult Protective Services (APS) Call Center. The Associate will serve as a team lead, providing assistance, mentoring, guidance, and instruction to less experienced staff on complex customer service issues. Responsibilities include receiving and processing allegations from the call center and internet reports, ensuring accurate evaluation and acceptance for investigation or designation as 'criteria not met'. The position requires maintaining organized work products, adhering to policies and procedures, and actively monitoring call volume to ensure excellent customer service and meet team objectives. The Associate will also respond to callers seeking resources and referral information for vulnerable and elderly individuals. This position requires willingness to work weekends and holidays, with shift assignments determined by agency needs. The role may offer remote work within Arizona based on business needs and performance. The State of Arizona promotes a work culture of flexibility, autonomy, and trust, with many employees participating in the Remote Work Program.

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
Valid fingerprint clearance card issued pursuant to ARS 41-1758.07.
Subject to a search of Child Protective Services Central Registry and the Adult Protective Services Registry.
If driving is an essential function: Driver’s License Requirements.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

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.

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.
Designate allegations received but not meeting statutory mandates for a report as an Information and criteria not met communication and input into the APS automated system.
Ensure the APS automated system is 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