Under the general supervision of the Quality Assurance and System Integrity Manager, this position is responsible for maintaining, responding to and tracking of the Bureau of Vital Records Support Team e-mail accounts and in-coming/out-going phone call inquiries in a timely manner. This position serves as a lead providing Tier I and Tier II technical guidance and assistance, and support for escalated customer service functions involving more complex and sensitive issues. This position serves as a liaison with all Bureau of Vital Records data providers and users of the electronic registration systems in Arizona. This position assigns and removes user rights based on directives of the office administration and assists in auditing the status of all system users and facilities. This position is responsible for properly maintaining facility table maintenance of the electronic registration systems in Arizona. This position takes lead in ensuring data user confidentiality requests are complete, accurate, designated license verification and completion of the Learning Management System training track(s) is/are complete, prior to granting access to electronic registration systems in Arizona. This position assists in identifying the need for data quality reports or training defines report/training parameters, runs reports (as needed) in determining appropriate resolutions. This position is responsible for providing accurate program information through the interpretation and application of statutes, rules, policies and procedures related to the Vital Records program. This position serves as a lead in providing training/on-boarding of new Bureau of Vital Records Support Team members and will assist with quality assurance review of employee work and performance. This position creates and updates team desk procedures. This position is responsible for maintaining user contact information within the electronic registration system and/or by other means. This position may assist in application processing and will participate in special projects and perform other duties as assigned including system user acceptance testing.
- Will serve as the lead person responsible for receiving and tracking communications from system and non-system users; assists Tier I and Tier II callers and e-mail inquires in resolving general and complex issues. Documents issues using the office specified methodology. Delegates as needed. Provides regular production activity reports.
- Serve as the lead for reviewing user and facility account requests to gain access to electronic vital records systems. Responsible for Ensures Confidentiality forms, applicable license is verified and in good standing, training is complete prior to granting systems access. Removes users accordingly. Delegates as needed. Provides regular production activity reports.
- Serves as a lead/coach in training new Bureau of Vital Records Support Team members. Update/create team desk procedures, canned responses, checklists and desk aids. Participates in system user acceptance testing.
- Run, analyze, research, reports findings on electronic vital records systems or other reports. Provides regular production activity reports.
- Written and verbal communication techniques.
- Basic personnel procedures and interpersonal relations skills.
- Above-average computer/databases and use of office equipment.
- State statutes and rules.
- Lean management in a public health setting.
- Knowledge of Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
- Interpersonal skills are needed in order for the employee to meaningfully interact with data users.
- Customer Service.
- Use of office equipment and computer systems and call center phone systems.
- Critical thinking and problem-solving techniques.
- Oral and written communication.
- Provide information using oral and written communication.
- Work in a fast-paced high-volume office setting working with the public.
- Listen and interpret information.
- Resolve problems.
- Learn general rules, regulations and policies, and procedures of the Vital Records program.
- 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 or equivalent and two years experience in a team lead or project management capacity.
- Selective preference will be given to individuals with a background in public health or experience in vital registration and Project Management background.
- Drivers License
Employees who drive on state business require possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records and must complete any driver training (See Arizona Administrative Code R2-10-207.11).
- Must possess a valid level one fingerprint clearance card issues pursuant to A.R.S. §36-113.
The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 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
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 make a contribution 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.
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. 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.
ARIZONA MANAGEMENT SYSTEM (AMS)
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.
Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.