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. APS MANAGER OF CENTRAL INTAKE UNIT Job Location: Division of Aging and Adult Services (DAAS)
Adult Protective Services (APS)
Central Intake Unit (CIU)
Address: 1789 West Jefferson Street, Phoenix, Arizona 85007 Posting Details: Salary: $79,199.95 / Annually
Grade: 22
Closing Date: 6/18/2024 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 analytical and results-oriented individual with strong leadership and problem-solving skills to join our team as our District Program Manager 1 with the Central Intake Unit. DAAS supports at-risk Arizonans to meet their basic needs and to live safely, with dignity and independence.
Through subordinate supervisors, you oversee the 365 day-per-year day-to-day operations of staff who receive telephone and written communications statewide regarding allegations of abuse, neglect and exploitation of vulnerable and incapacitated adults, 18 years of age or older. You ensure all calls are answered and all written reports are processed within allotted timeframes. You monitor the work of your administration and the 20+ staff and supervisors within it, to ensure information is accurately captured and dispatched for investigation. You achieve and enhance goals by implementing process improvements where necessary. You educate and make various stakeholders aware of the Central Intake Unit's process of communications, responsibilities and statutes related to the process of handling reports. In-state travel is required, and you may be expected to be on call for escalations outside of normal business hours.
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.
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:
• Manage, direct, instruct, counsel, and provide technical assistance to subordinate professional and support staff according to DES/APS policies. Complete personnel actions pertaining to hiring, annual performance reviews and work performance oversight.
• Monitor the entire workload of Central Intake Unit, identify needs and available resources. Identify problem areas and implement corrective action. When needed, arrange for and ensure staff receive additional training and support. Conduct quality assurance reviews and address gaps swiftly and effectively.
• Complete monthly reports and provide feedback and input regarding policies and procedures. Compile and track data for assigned units. Implement strategies to ensure Department and District goals are met.
• Participate in management-level meetings to present performance and trends of the area. Engage with other call center leadership in the agency to solve technical problems. Present to stakeholders and other partners on the processes and regulations associated with Central Intake Unit.
Knowledge of:
• Applicable federal and state statutes, DES and Adult Protective Services policies and procedures, ADOA personnel rules and regulations
• Principles and practices of administration and management
• Local resources in the aging, mental health, and disabilities network
• Accounting and budgeting procedures
Skill in:
• Oral and written communication and active listening
• Management and supervisory techniques
• Analyzing and assessing statistical data and reports
• Program evaluation, policy development, and interpretation
Ability to:
• Write, clear, concise and accurate reports and documents
• Communicate, interact and present effectively with various groups, both private and public, within the community
• Learn, understand and apply principles and practices of case management, social work and casework practices and principles
• Oversee and consult on casework and investigative activities performed by staff
The ideal candidate for this position will have:
• Bachelors' degree in Social Work, Business, Public Administration, or related field and two years' work experience in social services programs, human services field or in a fast-paced call center environment; OR
• 1 year of experience as a Human Service Unit Supervisor or supervisor in a call center environment. Must have one year of supervisory 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).
• 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.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• 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
• 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 Brenda Cruz at 480-493-9033 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 Brenda Cruz at 480-493-9033 or daashr@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
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