DEPT OF HEALTH SERVICES

Address:  1818 W Adams St Phoenix, AZ 85007

Salary: $40,000 

Grade: 19

Under general direction, this position provides customer consultative services, technical guidance, and administrative expertise to agency staff and/or government organizations in the implementation and evaluation of Vital Records eligibility and issuance in Arizona, and performs work as required. This position provides direct communication to local, State, and Federal government agencies regarding requests for data and information, including law enforcement entities. This position will oversee responses to government programs that have considerable monetary and public interest for the Bureau of Vital Records (BVR).

This position provides courteous, accurate, and timely customer service to the public of the State of Arizona through the interpretation of and compliance with Regulations, Statutes, and policies and procedures pertaining to Vital Records. This position will interpret rules and statutes relating to eligibility and is responsible for the security of customer information, cash receipts, certified paper, records transactions, and other information in the Vital Records databases. This position sorts, reviews, and processes government requests as well as in person requests for Vital Records. Provides quality control of the certified paper and certificates to ensure correct certificates are issued, that all amendments and supplements are included, serial numbers are logged for tracking purposes, and that all certified paper can be accounted for. This position is also responsible for monitoring and timely responses to email boxes as well as taking in calls through the call center and will provide assistance to each customer in a timely and professional manner.

Additionally, this position is responsible for the management and development of a monitoring tool for government MOU's and contracts within BVR's scope and will have evaluation procedures for new and ongoing MOU's and contracts to assure BVR's compliance and integrity. This person will consult with appropriate personnel regarding BVR goals, objectives, accountability, delivery of services, and develops operating procedures, plans and manuals. Additionally, this person provides training to program personnel regarding government eligibility and will continue to work in cooperation with the Policy Team to ensure compliance with Statutes and Rules.

This position reports directly to the Operations Manager for Vital Records. This position will be an integral part of the office and will maintain a close, direct, and confidential working relationship with the Operations Manager, Office Chief, and Bureau Chief.

- Creating, maintaining and managing a large volume of complex and difficult government requests for access and issuance of Vital Records data and records. This also includes the collection of fees and pertinent identification, resolving problems with affiliated documents prior to issuance.
- Daily management of large volume of complex and difficult Vital Records applicant customer service including; phone calls and emails.
- Tracking and monitoring current BVR's MOUs and government contracts to evaluate compliance and the other entity's compliance with it. Monitoring and analyzing bureau metrics and making recommendations based on findings.
- Records management including but not limited to; updating / maintaining program policies and procedures and desk manuals.

Knowledge of:
- Customer service techniques.
- Use of office equipment and computer systems.
- General office procedures and practices.
- Public health principles including an understanding of strategies that encourage and promote compliance when working with stakeholders.
- Laws, regulations, and trends in government issuance and eligibility.
- Program planning, evaluation, and monitoring.
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skill in:
- Interpersonal relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.
- Database and systems development.
- Establishing priorities.
- Critical thinking and problem solving techniques.
- Excellent oral and written communication skills.
- Provide guidance and expertise in the development and implementation of the program.
- Review and evaluate program activities analytically and to develop effective plans and methods for program improvement.

Ability to:
- Learn and maintain a full understanding of all Arizona Medical Marijuana Rules and Statutes.
- Perform assigned tasks in a timely, responsive and accurate manner.
- Communicate information both orally and in writing.
- Communicate based on an individual's level of understanding.
- Exercise sound judgment in making decisions with regards to compliance and enforcement.
- Must be able to establish and maintain good working relationships.
- Critically review policy and procedure documents, statutes, and administrative rules.
- 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 related field and one year experience with general public health principles including epidemiology, environmental health, health consultation, and information technology.

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 issued pursuant to A.R.S.41-1758.07 or must apply for a level one fingerprint clearance card within seven working days after beginning employment. You will be required to pay an $8.25 fee for fingerprint screening.  If hired, you will be able to request reimbursement of the $8.25.

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

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).

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.