DEPT OF HEALTH SERVICES

Address: 150 North 18th Avenue
Phoenix, Arizona 85007

Salary: 52,800 

Grade: 20

Closing Date: 

Under the direction of the Office of Children’s Health, Maternal and Infant Early Childhood Home Visiting Program Director, this position will support the Title V/Strong Families AZ Helpline, provide customer service, answer phone calls and emails, respond to website chat box inquiries, check voicemails and connect individuals to maternal and child health resources including home visiting services, health care navigation and economic resources such information on the earned income child tax credit, and other statewide helpline/hotline within 48 hours of inquiries. This position will coordinate close-loop referrals back to providers, develop resource coordination among internal and external partners, update community resource lists and assist in maintaining the home visiting program inventory information list and updating the interactive maps.

Assist in researching and identifying resources available to fill gaps in community resources and services, and distribute and disseminate information. Assist in updating the Strong Families AZ website with up-to-date and accurate contact information and ensuring consistency between the home visiting program inventory and the program finder. Participate in community events, conferences and other opportunities as an exhibitor/vendor to provide information to the community and professionals about resources and services to pregnant persons, families with young children and families with children and youth with special health care needs that are available through the ADHS and partners and provide suggestions on material and collateral to support outreach events. Assist in updating BWCH and office-related resources such as brochures, resource cards, and ordering of materials.

This position will be the technical support liaison to Google Voice phone system and provide front desk/phone operator coverage for the bureau, act as backup for the Sensory Program (including the distribution, return, and cleaning of sensory equipment), and assist with providing phone support coverage for the Women, Infant, and Children (WIC) program. This position will provide support to the Office of Children’s Health programs and initiatives. This position is an English/Spanish bilingual position.

Support the Title V/Strong Families AZ Helpline, provide customer service, answer phone calls and emails, respond to website chat box inquiries, and connect individuals to maternal and child health resources including home visiting services, health care navigation and economic resources such as information on the earned income child tax credit. Bilingual English/Spanish required.

Coordinate close-loop referrals back to providers, develop resource coordination among internal and external partners, update community resource lists, and assist in maintaining the home visiting program inventory information list and updating the interactive maps.
Assist in updating the Strong Families AZ website with up-to-date and accurate contact information and ensuring consistency between the home visiting program inventory and the program finder.

Assist in researching and identifying resources available to fill gaps in community resources and services, and distribute and disseminate information. Provide suggestions on material and collateral to support outreach events. Assist in updating BWCH and office-related resources such as brochures, resource cards, and ordering of materials.

Participate in community events, conferences, and other opportunities as an exhibitor/vendor to provide information to the community and professionals about resources and services to pregnant persons, families with young children, and families with children and youth with special health care needs that are available through the ADHS and partners.

Act as the technical support liaison to the Google Voice phone system and provide front desk/phone operator coverage for the bureau, act as backup for the Sensory Program (including the distribution, return, and cleaning of sensory equipment), and assist with providing phone support coverage for the Women, Infant and Children (WIC) program, as requested.

This position will provide support to the Office of Children’s Health programs and initiatives. Other duties as assigned as related to the position

Knowledge of:
-Strong knowledge of agency/bureau/office practices and procedures
-English, grammar, and mathematics
-Google Suite and MS Office
-Virtual meeting platforms (Google Meets, Zoom, Microsoft Teams, etc)
-Office machines, computers
-Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.
-Google Voice Phone Service
-State and ADHS policies and procedures
-Fundamentals of systems of care for children with special health care needs and their families and public health
-Fundamentals of community resources and services for pregnant persons and families
with children.
- State health policy; especially Federal guidelines concerning special health care
-Website and interactive web platforms (WordPress, GIS)

Skill in:
-Customer service and administrative support
-Efficient and meets deadlines
-Excellent oral and written communication
-Maintaining harmonious relations with a wide variety of internal and external contacts,
including persons at all levels of the organization, representatives of other agencies, and representatives of the private sector and the community.
-Group process and organizational design as it applies to partnering with community stakeholders and consumers
-Program and budget management, planning and evaluation
-Developing and maintaining working relationships with internal and external customers
-Applying prevention policy and environmental strategies and techniques to planning programs and projects
--Bilingual (English/Spanish) a plus
-Word processing, spreadsheet software and database function (Google Suites and Microsoft Office)
-Virtual meeting platforms

Ability to:
-Collaborate and plan with the office chief, staff, and other agencies
-work independently and with a team
-be flexible, prioritize tasks, meet deadlines
-Exercise discretion and independent judgment
-Develop plans and set goals; and the ability to communicate effectively
-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.
-Demonstrate problem-solving and initiative in job-related functions
-Adaptable, multi-task, and manage multiple projects
-Handle complex customers in a calm, professional manner
-Effectively communicate resources,
supports and services to the public.
-Exercise discretion in handling confidential information

Ideal candidates would have extensive experience working with pregnant persons and families with children navigating community resources, supports, and services, to discern and understand the request of the individuals connecting with the Strong Families AZ Helpline. Bachelor's degree preferred. Bilingual English/Spanish Required

Must have a valid Driver's License

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).

The State of Arizona provides an excellent comprehensive benefits package including:
− 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

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

- To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.