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Arizona Department of Administration logo
Arizona Department of Administration

The Attorney General's Office offers a comprehensive benefits package. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.

Hotline Associate 3

TherapistTherapistFull TimeRemoteMid LevelTeam 1,001-5,000

Location

United States

Posted

8 days ago

Salary

$44.7K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Hotline Associate 3

Arizona Department of Administration

Role Description Would you like to be a part of an amazing team that makes Arizona Stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork. The Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Senior Associate. 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. Under minimal supervision, performs senior level Customer Service activities within the Adult Protective Services (APS) Call Center. Essential duties include: - Provide excellent customer service by actively monitoring call volume and resource availability. - Answer report line calls and review internet reports received from the public. - Gather sufficient information, assess potential risk to vulnerable or incapacitated adults, and process reported information containing allegations. - Document reported information into client information system. - Open reports, assign response priority, and route to district/field offices for assignment. - Send correspondence to reporting sources. - Adjust priorities to provide excellent customer service. - Utilize resources to determine accurate information for APS reports applying relevant statutes. - Consult with supervisor regarding report criteria and priority decisions. - Respond to inquiries received from law enforcement or first responders call line. - Prepare and send cross reports to stakeholder agencies and departments when appropriate. - Serve as team lead to less experienced staff providing assistance, mentoring, guidance, instruction, and answering questions. - Ensure APS automated system is continuously updated with intake information. - Respond to callers from the general information line seeking resources for services and referral information. Qualifications - 3 years' experience in a customer service call center environment (e.g., in-bound or out-bound automated call centers); OR - 1 year as a Customer Service Representative 2 working in an automated call center in AZ state government. Requirements - Valid fingerprint clearance card issued pursuant to section ARS 41-1758.07. - Subject to a search of Child Protective Services Central Registry and the Adult Protective Services Registry. - If driving is required, a valid driver's license is necessary. - All newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits - 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. - Paid vacation and sick time. - Paid Parental Leave - Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. - Deferred compensation plan. - Wellness plans. - Tuition Reimbursement. - Stipend Opportunities. - Infant at Work Program. - Rideshare and Public Transit Subsidy. - Career Advancement & Employee Development Opportunities.

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