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: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life. HOTLINE SUPPORT SUPERVISOR Job Location: Division of Aging and Adult Services (DAAS)
Adult Protective Services (APS) Central Intake
1789 West Jefferson Street, Phoenix, Arizona 85007 Posting Details: Salary: $31.6827 hourly
Grade: 21
Closing Date: 1/19/2025 Job Summary:
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 Department of Economic Security, Division of Aging and Adult Services, seeks an experienced and highly motivated individual to join our team as a Hotline Support Supervisor. You supervise a unit of hotline call center staff who 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 direct, oversee and evaluate the work activities of staff ensuring compliance with all state statutes and administrative rules mandating the intake/evaluation of reports. You assign new reports, provide technical advice, assistance and feedback to ensure appropriate case intake activities comply with policies and procedures. You review case documentation, correspondence, and referrals by staff for accuracy. You conduct quality assurance reviews. You may appear in court. 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.
This position is available for remote work on a full-time basis within Arizona (Remote with understanding that meeting, training or when needed it is mandatory to report to work location 1789 W. Jefferson Street, Phoenix, AZ 85007 ).
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.
Job Duties:Essential duties and responsibilities include but are not limited to:
• Ensure intake staff comply with statutory mandates, rules, policy and procedures mandating the intake of allegations of abuse, neglect and exploitation of vulnerable and incapacitated adults.
• Provide leadership, mentoring, coaching, and direct supervision of subordinate staff. Complete one-on-one as necessary. Monitor and review work products and achievements of staff.
• Train, direct, counsel and supervise staff in the performance and delivery of the essential intake functions. When needed or required, provide technical assistance and feedback to help staff process statute interpretation.
• Conduct quality assurance through the review of cases documentation for accuracy and compliance with established time frames. Review of correspondence/referrals to community resources. Audit of real time intake calls for quality control.
Knowledge of:
• Federal and State statutes, administrative rules and regulations, APS policy and procedures
• Automated case management systems and related computer software
• Case management and social work practices and principles (e.g., aging and elder rights, psychological abuse, perpetrator characteristics, adult maltreatment, etc.)
• Health Insurance Portability and Accountability Act (HIPAA)
Skills in:
• Oral and written communication
• Conflict resolution techniques
• Data analysis, evaluation and interpretation
• Using a variety of computer software packages (e.g., Excel, Word, databases, automate client file, Google Suite, etc.)
Ability to:
• Write clear, concise and accurate reports
• Lead, mentor and motivate staff
• Manage, plan and organize staff assignments and workload and resolve complete intake issue
• Effectively deal with irate or hostile internal and external customers
The ideal candidate for this position will have:
• Bachelor's Degree in Social Work, Rehabilitation, Criminal Justice or closely related field and 2 years professional case management/investigation experience (Intake, Needs Assessment, Service Planning, and Monitoring and Evaluation); OR
•1 year as a Human Service Specialist 3 in AZ State Gov't; OR
•4 years' experience providing professional case management/investigation experience (Intake, Needs Assessment, Service Planning, and Monitoring and Evaluation). Prefer supervisory 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.
• In-state travel is required. 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).
• 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.
• 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.
• A.R.S. 41-1968 Each employee of the department who has contact with children or vulnerable adults shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to section A.R.S. 41-1758.07.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Flexibility in willingness to work longer shift hours or after-hours coverage, if necessary.
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
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• 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
Retirement: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 us Brenda Vega at 520-279-4525 or BVega@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 Brenda Vega at 520-279-4525 or BVega@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
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