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Hotline Support Intermediate Associate


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 Intermediate 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.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, 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.

  • This position works primarily from the successful candidate’s Arizona home office but occasional in-person attendance at the worksite location for mandatory meetings, trainings, etc. may be required. Worksite location: 1789 W. Jefferson, Phoenix, AZ 85007.
Job Duties:
  • Performs case intake work received from the automated in-bound hotline which includes the general and law enforcement and first responders call lines and internet reports for allegations and reports of abuse, neglect, and/or exploitation.
  • Performs comprehensive intake interviews, gathers information, analyzes reported information, and determines if allegation meets statutory mandates for investigation.
  • Writes and inputs report into the database system and forwards for investigation.
  • Answers questions and requests from the general information call line and internet reports.
Knowledge, Skills & Abilities (KSAs): Knowledge of:
  • In-bound call center and database systems
  • Proper grammar, spelling, and sentence structure
  • Community resources

Skill 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
  • Quickly assess, prioritize, and process reports as they are received
  • Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques
Selective Preference(s):
  • Must have two years 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
one year as a customer Services Representative 1 working in an automated call center in AZ state government; OR
one year entry-level case management activities (e.g., intake, needs assessment, ongoing, or planning); OR
one year 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. Working 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.
  • Shift assignment is determined by the needs of the agency and is not guaranteed or implied.
  • Must be willing to work weekends and holidays.
Pre-Employment Requirements:
  • 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 Employee shall have a valid, unrestricted 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.
Benefits: 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.

  • Participation in the Remote Work Program where the employee telecommutes primarily from home and when required in the office
  • 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

**Critical Services Premium Pay Stipend
This position may be eligible to receive a temporary stipend of 10% in addition to base pay beginning in December 2021. If eligible, the temporary stipend amount will be calculated using the employee's base rate of pay and will be reflected in each paycheck. It is anticipated that this temporary stipend will be available through June 24, 2022.

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.

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.

Contact Us:

For questions about this career opportunity, please call Brenda Cruz at (480) 493-9033 or email DAASHR@azdes.gov.

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.

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