Division of Aging and Adult Services (DAAS)
Address: 1789 West Jefferson Street, Phoenix, Arizona 85007
This position works primarily from the successful candidate's Arizona home office but occasional in-person attendance at the worksite for mandatory meetings, trainings, etc. may be required.

Salary: 19.8712 Hourly 

Grade: 13

Closing Date: 11/24/2024

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

The Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Entry Associate with APS Central Intake Unit. 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.

Receiving calls from our high volume automated in-bound call system, you are the first line of defense helping vulnerable and incapacitated adults, 18 years of age or older, across the entire state of Arizona and outside of Arizona, who are at risk of abuse, neglect, or exploitation. You will experience human nature at its best and worst. You provide a calm response and resources to those who need help. You must also remain detached from very stressful situations.

Shift assignment is determined by the needs of the agency and is not guaranteed or implied. Must be willing to work weekends and holidays.

This position may be available for remote work within Arizona (# days per week in the office/hoteling).

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.

Essential duties and responsibilities include but are not limited to:

• Answers automated in-bound calls to the general information line and internet reports providing referral information for community resources,
• services, and level of information for APS cases.
  
• Learns to perform entry-level intake activities received from the law enforcement and first responders call line and internet reports.
  
• Learns and begins to take, evaluate, and determine if allegations meet statutory mandate for a report.
  
• Enters allegation information into the database system and forwards the report for investigation.

Knowledge of:

• In-bound call center and database systems
  
• Proper grammar, spelling, and sentence structure
  

Skills In:

• Oral and written communication including customer service and interviewing techniques
  
• Time management and organization
  
• Accurately inputting information
  
• Using a variety of computer software packages (e.g., Excel, Word, Google Suite, etc.)
  

Ability to:

• Interview, elicit and gather information and ask appropriate questions.
  
• Learn and apply federal and state statutes, DES/DAAS regulations, policies and procedures related to reporting of vulnerable adult maltreatment.
  
• Write clear, concise, and accurate reports.
  
• Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques

The ideal candidate for this position will have:

• Must have one year of professional customer service environment experience (e.g., diffuse confrontational situations in person or on the phone, handle a variety of administrative tasks, prepare paperwork and forms, resolve account questions and complaints, follow through on general queries, etc.); OR
  
• Six months entry-level case management activities (e.g., intake, needs assessment, ongoing, or planning); OR
  
• Six months of case aide activities (e.g., note documentation, community referral for services, data entry, file and document maintenance, etc.).
  
• Prefer automated call center experience. Experience communicating information in writing is highly desirable. Work in the fast-food industry or retail stores is not considered customer service environment experience. Assistance with daily living skills or direct support activities and functions is not considered case management or case aide assistance experience.

• 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. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
  
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
  
• A.R.S. 41-1969 Each employee or contractor of the Department of Economic Security who has access to federal tax information shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to A.R.S. 41-1758.07.
  
• 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.
  
• 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.

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• 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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

For questions about this career opportunity, please contact Cherece Johnson at 602-851-5683 or daashr@azdes.gov.

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 contacting Cherece Johnson at 602-851-5683 or daashr@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.