Program Administrator Senior

Arizona Department of Administration•Phoenix, AZ

6d•Onsite

About The Position

This position reports directly to the Assistant State Registrar & Chief and oversees the Registry and Issuance Team located within the Bureau of Vital Records. Through subordinate supervisors and staff, this position will oversee the operational statewide system of Vital Records including birth, death and fetal death registration, issuance and preservation. This includes: customer service functions, records management, document and record fraud and security, fraud investigations and enforcement activities. The position also ensures all governing regulations and policies and procedures are followed in accordance with state law. On a regular basis this position works with Department partners and stakeholders such as the Department's legal team, various federal, state and local agencies and law enforcement agencies. This position is the expert and lead on the issuance of certified copies of Arizona vital events averaging 600,000 certified copies issued statewide annually through customer service sales. This position is the expert and lead of registration, amendments and corrections of Arizona vital events including: delayed birth, delayed death, adoption, foreign born birth, and maintenance of the putative father registry. This position leads the customer service team responsible for processing applications and operating the call center averaging about 5,000 calls per month as well as the daily lobby activities averaging 12,000 walk in customers per year. When necessary this position will resolve escalated customer complaints including researching constituent services inquiries. This position directly supervises two contractors that are housed in the office for the processing of expedited shipping orders. The position will be responsible for scheduling all training, conducting performance evaluations and communication directly with the contractor's vendor on all performance standards. This position will be responsible for processing legal documents and may serve as a expert Department witness for legal matters resulting from Vital Records registration and issuance cases. On a regular basis this position will work in coordination with the Assistant Attorney Generals Office as well as other attorneys. The statewide system of Vital Records is dependent on numerous critical electronic technology system solutions to support the collection of data for all vital events from a variety of partners who contribute to the completion of a record. Such systems must be efficient and must enable the program to function in compliance with governing regulations and the national standard for data collection and reporting standards. This position is expected to be a proficient system user assisting in continued maintenance and development of technology system solutions. The position will be responsible for assisting with other bureau activities as needed. This position is required to perform opening and closing duties which includes working Monday thru Friday 8am to 5pm. The employee will be expected to make independent decisions and judgments based on their professional education, programmatic experience and training.

Requirements

Knowledge of Public sector program administration with complex and varying requirements.
Knowledge of Supervision management principles and techniques.
Knowledge of Statutes, rules, policies and procedures governing Vital Records.
Knowledge of Customer service techniques including complex problem solving.
Knowledge of Human Resources policies and procedures.
Knowledge of Current interview methods for hiring staff including behavioral interview techniques.
Knowledge of Thorough knowledge of administrative procedures and remedies.
Knowledge of Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
Skilled in Supervisory skills involving hiring, training, motivating and evaluating program staff.
Skilled in Proficient in technology and the use of a variety of systems such as web-based registration and issuance systems.
Skilled in Presentation skills for a variety of situations including hearing or court testimony and public information venues.
Skilled in Critical thinking and excellent written and oral communication are needed.
Skilled in Organizational management and task prioritization.
Skilled in Develop and evaluate performance measures.
Ability to communicate, collaborate and provide consultation to internal and external customers.
Ability to Efficiently and effectively manage multiple projects.
Ability to Analyze complex situations to determine appropriate short term and long-term solutions.
Ability to Critical thinking to enhance problem resolution.
Ability to Plan, assign and coordinate the flow of work within the office.
Ability to Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
Driver's License.
Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113.
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).

Nice To Haves

Bachelor's Degree in Public Health or closely related field and a minimum of five years leadership experience. A Master's Degree may count towards 2 years leadership experience.

Responsibilities

Provide leadership, training, instruction for the statewide system of Vital Records (supervisors, employees, partners and stakeholders); interpret statutes and rules; provide input to policies and procedures for the administration of Vital Records; ensure adequate customer service is provided.
Oversee operations of the state OVR to ensure compliance with governing regulations; coordinate roles and responsibilities within the office; analyze documents and make decisions pertaining to the registration and issuance of Vital Records; approve procedures ensuring efficiency and clarity; delegate assignments.
Ensure accurate daily accounting of fees collected and services provided.
Manage and direct subordinate staff (work assignments, setting priorities, hiring, discipline, provide training, approving leave requests, and preparing evaluations, etc.) This position directly supervises two contractors that are housed in the office for the processing of expedited shipping orders. The position will be responsible for scheduling all training, conducting performance evaluations and communication directly with the contractor's vendor on all performance standards.
Coordinate roles and responsibilities within the office; approve procedures ensuring efficiency and clarity; delegate assignments to managers.
Professional representation and communication with key partners, stakeholders, office staff, agency administration and legal representation.
Other duties as assigned as related to the position.

Benefits

Affordable medical and dental insurance plans
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning infant at work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program