Job No: 541547
Work Type: Full-time
Location: REMOTE OPTIONS,PHOENIX
Categories: Administrative Support/Customer Service,Social Work/Human Services
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 ASSOCIATE 3
Job Location:
Division of Aging and Adult Services
1789 West Jefferson Street, Phoenix, Arizona 85007
Posting Details:
Salary: $21.4772
Grade: 16
Closing Date: 6/16/2026
Job Summary:
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 vunerable? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click the link here (https://youtu.be/Nik5MiXqOV8) 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 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. Serves as the team lead providing assistance, mentoring, guidance, and instruction to less experienced Customer Service Representative staff regarding the most complex or unusual customer service complaints, allegations, inquiries, and issues. Receives and processes allegations received from the call center report line and internet reports ensuring reported information is accurately evaluated and accepted for investigation or designated as an criteria not met. Maintain adequate organization of work product and follows established policies and procedures for work processing, records management and completing required correspondence. Actively monitors call volume and changes call center work status as appropriate to provide excellent customer service in order to avoid unanswered calls contributing to established team objectives for performance. Respond to callers from the general information line seeking resources for services and referral information for vulnerable and elderly individuals as well as general information. Must be willing to work weekends and holidays. Shift assignment is determined by the needs of the agency and is not guaranteed or implied.
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:
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 in accordance with all applicable federal and state statutes, administrative rules, policies and procedures and intake tools.
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. Adjusts 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 and make contact to report emergency situations when necessary. Prepare and send cross reports to stakeholder agencies and departments when appropriate for community services and assistance.
Serve as team lead to less experienced staff providing assistance, mentoring, guidance, instruction and answering questions regarding complex or unusual complaints, allegations, inquiries, and issues received within call center operations.
Allegations received but not meeting statutory mandates for a report are designated as an Information and criteria not met communication and input into the APS automated system. The APS automated system must be continuously updated with intake information to ensure all information in case file report is accurate and up-to-date.
Respond to callers from the general information line seeking resources for services and referral information for vulnerable and elderly individuals as well as general information.
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
In-bound call center and database systems
Federal and state statutes, DES/DAAS regulations, policies and procedures related to reporting of vulnerable adult maltreatment
State's adult protection system including reporting, investigation, and protective services
Proper grammar, spelling, and sentence structure
Office and administrative procedures
File management and records
Skill in:
Oral and written communication including customer service and interviewing techniques
Time management and organization
Leading and encouraging staff
Accurately inputting information and critical thinking
Using a variety of computer software packages (e.g., Excel, Word, Google Suite, etc.) and office equipment (e.g., fax, copier, telephone system)
Ability to:
Interview, elicit and gather information and ask appropriate questions
Write clear, concise, and accurate reports
Quickly assess, prioritize, and process reports as they are received in high volumes
Effectively deal with irate or hostile customers or reporters showing empathy and using conflict resolution techniques
Interact in a sensitive and respectful manner during public contact and interactions with colleagues
Selective Preference(s):
The ideal candidate for this position will have:
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.
Pre-Employment Requirements:
ARS 41-1968 Each employee of the department who has contact with children or vulnerable adults shall have a valid fingerprint clearance card issued pursuant to section ARS 41-1758.07.
Be subject to a search of Child Protective Services Central Registry and the Adult Protective Services Registry.
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. (https://publicstorage.dc4.pageuppeople.com/1045/ClientPublicFile/3601803f-02e5-4b70-b325-26c8ef309c1b.pdf)
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits:
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
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
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 program here (https://hr.az.gov/about/resources/family-leave-expansion) . For a complete list of benefits provided by The State of Arizona, please visit our benefits page (https://benefitoptions.az.gov/jobseekers)
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 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.
