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Job Information
Job Title:  APS ENTRY INBOUND CALL CENTER SPECIALIST 
Agency:  DEPARTMENT OF ECONOMIC SECURITY 
Job Reference ID:  59240 
Category:  CUSTOMER SERVICE 
Grade:  13 
Posted Date:  10/15/2020 
Close Date:   
Job Description



DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona

 

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision that every child, adult, and family in Arizona will be safe and economically secure.

 

Our Mission is to make Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable.

 

 

APS ENTRY INBOUND CALL CENTER SPECIALIST

Division of Aging and Adult Services (DAAS)

Adult Protective Services (APS) Central Intake

1812 W. Monroe Street, Phoenix, AZ 850007

www.azdes.gov

 

Open Until Filled

 

Would you like to be part of an amazing culture that helps Arizonans reach their full potential through temporary assistance? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork.

 

The Department of Economic Security, Division of Aging and Adult Services, is seeking an experienced and highly motivated individual to join our team as an APS Entry Inbound Call Center Specialist with APS Central Intake Unit. This position is responsible for:

·       Learning to respond to report line calls and internet reports from across the entire state of Arizona for allegations and reports of abuse, neglect, and/or exploitation concerning vulnerable and incapacitated adults, 18 years of age and older.

·       Performing entry-level intake activities.

·       Learning and beginning to take, evaluate, and determine if allegations meet statutory mandate for a report.  

·       Entering allegation information into the database system and forwarding the report for investigation.

·       Answering calls to the general information line, providing referral information for community resources, services, and level of information for APS cases.

 

Knowledge, Skills, Abilities: 

·       Knowledge of in-bound call center and database systems

·       Knowledge of proper grammar, spelling, and sentence structure

·       Skill in oral and written communication including customer service and interviewing techniques

·       Skill in time management and organization

·       Skill in accurately inputting information

·       Skill in using a variety of computer software packages (e.g., Excel, Word, Google Suite, etc.) and accurately inputting information

·       Ability to interview, elicit and gather information and ask appropriate questions

·       Ability to learn and apply federal and state statutes, DES/DAAS regulations, policies and procedures related to reporting of vulnerable adult maltreatment

·       Ability to write clear, concise, and accurate reports

·       Ability to effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques

 

Qualifications: 

·       Must have one year of experience in a customer service call center environment (e.g., in-bound or out-bound automated call centers).  Multi-line or switchboard operator experience is NOT considered a call center environment experience.

·       Shift assignment is determined by the needs of the agency and is not guaranteed or implied.

·       Must be willing to work weekends and holidays.

·       Candidates for this position shall be subject to a search of both the Child Protective Services Central Registry pursuant to A.R.S. 8-804 and the Adult Protective Services Registry pursuant to A.R.S. 46-459.

 

Licenses and Certifications:

·       A.R.S. 41-1968 Employee shall have a valid Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 41-1758.07 in order to work with children and vulnerable adults, prior to the start of their employment.

·       In-state travel may be required.  The position may require the possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.11). Individuals may be required to use their personal motor vehicle.

·       Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.

·       Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.

 

Why Should You Apply?

 

We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.

 

·       Affordable Health, Dental, Vision and Life and Disability Insurance

·       10 holidays per year

·       Paid Vacation and Sick time off - start earning it your 1st day

·       Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)

·       Contribute to, and participate in the Arizona State Retirement System

·       Ride Share and Public Transit Subsidy

·       Career Advancement Opportunities

·       Tuition reimbursement

·       Opportunity to work remotely (home office) on an ad-hoc basis

 

Interested?

 

Apply through azstatejobs.azdoa.gov. For questions about this career opportunity, please call DAAS Human Resources at (602) 542-0400 or email [email protected]

 

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (602) 542-0400. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.  

 

Equal Opportunity Employer/Program ? Under Titles VI and VII of the Civil Rights Act of 1964 (Title VI and VII), and the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Title II of the Genetic Information Nondiscrimination Act (GINA) of 2008; the Department prohibits discrimination in admissions, programs, services, activities, or employment based on race, color, sex, national origin, age, disability, genetics and retaliation. To request this document in alternative format or for further information about this policy, contact your local office; TTY/TDD Services: 7-1-1. ?Free language assistance for DES services is available upon request.

 

 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $15.04-15.04 

 

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