DEPT OF HEALTH SERVICES

Address: 150 N 18th Ave, Phoenix, AZ 85007

Salary: $61,798 

Grade: 21

his position will oversee a program project specialist and a team of customer service representatives and be responsible for the overall operational processing of all vital records registry functions. The position will supervise staff that provide direct services to the Bureau of Vital Records (BVR) customers. This entails managing a high volume of customer applications phone calls, and email inquiries. This position will be responsible for supervision of the Bureau of Vital Records (BVR) customer service representatives to ensure timely application review, issuance, and services to BVR customers. This position will respond to high level customer inquiries and complaints. This position will provide training to new staff and review staff work product for accuracy. This position is responsible for developing policies, procedures, and desk manuals, also ensuring they are updated as necessary ensuring the program operates in compliance with governing statutes and rules. Develop and disseminate program standards to adhere to state requirements; review monitoring and evaluation results and develop recommendations for program change. This position will assist in drafting and tracking legal notices and will assist in preparing for administrative hearings and informal settlement conferences, and will testify at administrative hearings. This position is expected to maintain a full understanding of all Vital Records governing statutes and rules and will coordinate with internal and external stakeholders such as BVR customers, agency legal counsel, the Office of Administrative Counsel and Rules, and state an local law enforcement entities.

Manage and direct subordinate staff (work assignments, setting priorities, hiring, discipline, provide training, approving leave requests, and preparing evaluations) performing the activities of the Vital Records Program. This position will respond to high level customer inquiries and complaints.

Develop and maintain policies, procedures, and desk manuals to reflect best practices. Develop and disseminate program standards to adhere to state requirements; review monitoring and evaluation results and develop recommendations for program change.

Perform legal related activities such as drafting notices, preparing for administrative hearings and informal settlement conferences.

Other duties as assigned as related to the position.

Knowledge of:
-Customer service techniques.
-Use of office equipment and computer systems, and call center phone systems.
-General office procedures and practices.
-Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skills in:
-Leadership.
-Interpersonal Relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.
-Oral and written communication.
-Critical thinking and problem solving techniques.
-Planning, assigning, and coordinating work flow.

Ability to:
-Learn general rules, regulations, and policies and procedures of the Vital Records program.
-Learn and operate new computer systems and processing equipment.
-Work in a fast-paced high volume office setting dealing with the public.
-Provide information using oral and written communication.
-Listen and interpret information.
-Resolve problems.
-Support a diverse multi-cultural workforce that reflects the community, promotes equal
opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

High School Diploma and at least 5 years experience in customer service field. Experience managing people and/or projects.

Driver's License.
Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113.

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.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.

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 emailing nicole.zawacki@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.