What are the responsibilities and job description for the HOTLINE SUPPORT SUPERVISOR position at Arizona Department of Economic Security?
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 (occasional in-person attendance at the worksite location for mandatory meetings, trainings, etc. may be required. Worksite location : 1789 W. Jefferson Street, Phoenix, Arizona 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, Skills & Abilities (KSAs) :
Knowledge of :
Skills in :
Ability to :
Selective Preference(s) :
The ideal candidate for this position will have :
Pre-Employment Requirements :
Benefits :
The Arizona Department of Economic Security offers a comprehensive benefits package to include :
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.
Contact Us :
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.
Salary : $32
