DEPT OF HEALTH SERVICES

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

Salary: $73,000 

Grade: 23  

This position reports directly to the Assistant State Registrar & Chief and oversees the Registry and Issuance Team located within the Bureau of Vital Records. Through subordinate supervisors and staff, this position will oversee the operational statewide system of Vital Records including birth, death and fetal death registration, issuance and preservation. This includes: customer service functions, records management, document and record fraud and security, fraud investigations and enforcement activities. The position also ensures all governing regulations and policies and procedures are followed in accordance with state law. On a regular basis this position works with Department partners and stakeholders such as the
Department's legal team, various federal, state and local agencies and law enforcement agencies.

This position is the expert and lead on the issuance of certified copies of Arizona vital events averaging 600,000 certified copies issued statewide annually through customer service sales. This position is the expert and lead of registration, amendments and corrections of Arizona vital events including: delayed birth, delayed death, adoption, foreign born birth, and maintenance of the putative father registry.

This position leads the customer service team responsible for processing applications and operating the call center averaging about 5,000 calls per month as well as the daily lobby activities averaging 12,000 walk in customers per year. When necessary this position will resolve escalated customer complaints including researching constituent services inquiries.

This position directly supervises two contractors that are housed in the office for the processing of expedited shipping orders. The position will be responsible for scheduling all training, conducting performance evaluations and communication directly with the contractor's vendor on all performance standards.

This position will be responsible for processing legal documents and may serve as a expert Department witness for legal matters resulting from Vital
Records registration and issuance cases. On a regular basis this position will work in coordination with the Assistant Attorney Generals
Office as well as other attorneys.

The statewide system of Vital Records is dependent on numerous critical electronic technology system solutions to support the
collection of data for all vital events from a variety of partners who contribute to the completion of a record. Such systems must be
efficient and must enable the program to function in compliance with governing regulations and the national standard for data collection
and reporting standards. This position is expected to be a proficient system user assisting in continued maintenance and development
of technology system solutions.

The position will be responsible for assisting with other bureau activities as needed. This position is required to perform opening and closing duties which includes working Monday thru Friday 8am to 5pm. The employee will be expected to make independent decisions and judgments based on their professional education, programmatic experience and training..

Responsibilities include:
• Provide leadership, training, instruction for the statewide system of Vital Records (supervisors, employees, partners and stakeholders); interpret statutes and rules; provide input to policies and procedures for the administration of Vital Records; ensure adequate customer service is provided.
• Oversee operations of the state OVR to ensure compliance with governing regulations; coordinate roles and responsibilities within the office; analyze documents and make decisions pertaining to the registration and issuance of Vital Records; approve procedures ensuring efficiency and clarity; delegate assignments. Ensure accurate daily accounting of fees collected and services provided.
• Manage and direct subordinate staff (work assignments, setting priorities, hiring, discipline, provide training, approving leave requests, and preparing evaluations, etc.) This position directly supervises two contractors that are housed in the office for the processing of expedited shipping orders. The position will be responsible for scheduling all training, conducting performance evaluations and communication directly with the contractor's vendor on all performance standards.
• Coordinate roles and responsibilities within the office; approve procedures ensuring efficiency and clarity; delegate assignments to managers.
• Professional representation and communication with key partners, stakeholders, office staff, agency administration and legal representation.
• Other duties as assigned as related to the position.

Knowledge of:
• Public sector program administration with complex and varying requirements.
• Supervision management principles and techniques.
• Statutes, rules, policies and procedures governing Vital Records.
• Customer service techniques including complex problem solving.
• Human Resources policies and procedures.
• Current interview methods for hiring staff including behavioral interview techniques.
• Thorough knowledge of administrative procedures and remedies.
• Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skilled in:
• Supervisory skills involving hiring, training, motivating and evaluating program staff.
• Proficient in technology and the use of a variety of systems such as web-based registration and issuance systems.
• Presentation skills for a variety of situations including hearing or court testimony and public information venues.
• Critical thinking and excellent written and oral communication are needed.
• Organizational management and task prioritization.
• Develop and evaluate performance measures.

Ability to:
• Necessary abilities include: excellent written, verbal and presentation skills, ability to communicate, collaborate and provide consultation to internal and external customers.
• Efficiently and effectively manage multiple projects.
• Analyze complex situations to determine appropriate short term and long-term solutions.
• Critical thinking to enhance problem resolution.
• Plan, assign and coordinate the flow of work within the office.
• 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.

• Bachelor's Degree in Public Health or closely related field and a minimum of five years leadership experience. A Master's Degree may count towards 2 years leadership experience.

• 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 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 steven.santiago@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.