Complaint Intake Specialist

Important Recruitment Information for this vacancy

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  Job Posting closes: Open until Filled
• Required documents uploaded by: All required documents listed below must be attached to your application within 2 days of applying for your application to be considered complete.

Agency Information:

Kansas Department for Aging and Disability Services

Protecting Kansans, Promoting Recovery and Supporting Self Sufficiency

https://www.kdads.ks.gov/

About the Position

Who can apply: Anyone

Classified/Unclassified Service: Unclassified

Full-Time/Part-Time: Full-Time

Regular/Temporary: Regular

Work Schedule: M-F

Eligible to Receive Benefits: Yes

Veterans' Preference Eligible: Yes

Disability Preference Eligible: Yes

Search Keywords: Complaint Intake Specialist

Compensation: Up to a maximum salary of $47,000 annually.

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  Salary can vary depending upon education, experience, or qualifications.

Employment Benefits

Comprehensive medical, mental, dental, vision, and additional coverage

Sick & Vacation leave

Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave

Paid State Holidays (designated by the Governor annually)

Fitness Centers in select locations

Employee discounts with the STAR Program

Retirement and deferred compensation programs

Visit the Employee Benefits page for more information…

Position Summary & Responsibilities

Position Summary:

The incumbent is responsible for answering the Complaint Hotline and using the federal ASPEN/ACTS program to create and record complaint intakes. This position requires the individual to be on the phone the entire day, be able to record the complainant’s information quickly and accurately as it relates to potential non-compliance with federal and state regulations for adult care homes and medical care facilities, triage the intake appropriately in compliance with federal and state requirements and provide the individual responsible for the investigation with the information in a timely manner. The incumbent is responsible for making appropriate referrals to other agencies and/or programs. The incumbent must maintain a professional manner with complainants, who may be upset, angry or hostile.

Job Responsibilities may include but are not limited to the following:

• Assesses and records complaint information received in person, via e-mail, through telephone interviews or from review of written documentation regarding suspected abuse, neglect, exploitation or failure to provide adequate care for nursing facility residents. Assesses and records complaint information received in person, via e-mail, through telephone interviews or from review of written documentation regarding suspected abuse, neglect, exploitation or failure to provide adequate care for nursing facility residents.
• Assesses and screens complaints for potential violations of state or federal regulations or abuse, neglect or exploitation statutes.
• Determines whether or not field investigation or referral to another agency or program is appropriate and completed referrals accordingly.
• Determines the level of severity of the situation or incident with available information; assigns a case number and sends appropriate documentation to individual or agency responsible for investigation.
• Completes law enforcement notification on suspected criminal activity in accordance with the statutory mandates.
• Provides written and verbal notification of parties (complainants, administrative and field staff as appropriate) involved with operations of the Complaint program.
• Completes appropriate documentation for federal and state program data collection.
• Compiles reports of complaint calls and ad hoc statistical reports as requested.
• Maintains and updates a log of all complaints and miscellaneous calls received on the hotline.
• Maintains referral information and field calls from facilities and the public for informational and/or reference purposes not related to complaint intakes.
• Completes special projects and performs other duties as assigned including but not limited to ensuring the agency is adequately staffed during and immediately following natural and/or manmade disasters, infectious disease outbreaks, and/or acts of terrorism. Assists other employees in the work unit in accomplishing assignments as necessary.

State of Kansas Minimum Requirements:

• One (1) or more years of experience working in a long-term care facility.
• One (1) or more years of experience identifying key facts or issues while reviewing complex reports, complaints, or correspondence.
• One (1) or more years of experience in the following:
• Preparing, reviewing, and responding to email and other correspondence in a clear and concise manner.
• One (1) or more years’ experience working with federal and state nursing home regulations.
• Understanding of medical terminology.
• Unrestricted Driver’s License to operate a state vehicle.

Preferred:

• Familiar with the federal and state adult care home requirements
• Broad understanding of the requirements for medical care facilities
• Excellent customer service and communication skills
• Very strong typing skills
• Experience as a Health Facility Surveyor

Recruiter Contact Information

KDADS – Human Resources Recruiter

503 S. Kansas Ave

Topeka, KS 66603

Phone: 785-296-0463

Fax: 785-368-6688

Email: KDADS.APPLY@ks.gov

Job Application Process

First Sign in or register as a New User.

Complete or update your contact information on the Careers> My Contact Information page. *This information is included on all your job applications.

Upload required documents listed below for the Careers> My Job Applications page. *This information is included on all your job applications.

Start your draft job application, upload other required documents, and Submit when it is complete.

Manage your draft and submitted applications on the Careers> My Job Applications page.

Check your email and My Job Notifications for written communications from the Recruiter.

Email – sent to the Preferred email on the My Contact Information page

Notifications – view the Careers> My Job Notifications page

Helpful Resources at jobs.ks.gov: “How to Apply for a Job – Instructions” and “How to Search for a Job – Instructions"

Required Documents for this Application to be Complete

Upload these on the Careers - My Job Applications page

• Transcripts
• DD214 (if you are claiming Veteran’s Preference)

Upload these on the Attachments step in your Job Application

• Cover Letter
• Resume

Helpful Resources at jobs.ks.gov: “How, What, & Where do I Upload Documents”

How to Claim Veterans Preference

Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.

Learn more about claiming Veteran’s Preference

How to Claim Disability Hiring Preference

Applicants that have physical, cognitive and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager.

Learn more about claiming Disability Hiring Preference

PLEASE NOTE: The documentation verifying a person's eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS. These documents should be sent either by fax to (785)296-7712, scanned and emailed to Gustavo.Victoriano@ks.gov, or can be mailed/delivered in person to:

ATTN: Disability Hiring Preference Coordinator
Office of Personnel Services
Landon State Office Building
900 SW Jackson, Rm 401
Topeka, KS 66612

Equal Employment Opportunity

The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.