DEPT OF HEALTH SERVICES

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

Salary: $63,825

Grade: 22

Directly related to the Department's mission, the incumbent will be responsible to supervise and ensure the Bureau of Vital Records (BVR) customer service representatives provide timely application review, issuance, and services to Vital Records customers. The incumbent will assist with Vital Records fraud investigation and enforcement activities. The statutorily required Vital Records program is highly sensitive and requires adherence to statutorily confidential processing for issuance. Fraud prevention and enforcement for BVR is necessary to ensure accurate registrations and issuance.

Through subordinate staff, this position is responsible for the direction of operational processing of Vital Records birth, death and fetal death registrations as well as registered records amendments and corrections. This position is responsible for supervising staff members that provide supervision to a team of Customer Service Representatives (CSRs) that serve BVR customers. These CSRs provide customer service functions, record registrations, record amendments and corrections, records management, security and fraud investigations. This position is responsible for ensuring that policies, procedures and desk manuals are established and updated as necessary ensuring the program operates in compliance with governing statutes and rules.

This position will assist the Operations Office Chief with Vital Records fraud and enforcement activities as necessary. This position supports the Vital Records Registry Section by drafting, vetting, finalizing, and tracking legal related documents, such as record cancellation notices, denials, customer notification letters, search warrants, subpoenas, and court orders. This position will assist in preparing for administrative hearings and informal settlement conferences and testifying at hearings as necessary. This position is expected to maintain a full understanding of all Arizona Vital Records governing statutes and rules.

This position will coordinate with internal and external stakeholders, such as BVR customers, agency legal counsel, the Office of Audit and Special Investigations, the Office of Administrative Counsel and Rules, and state and local law enforcement entities.

Responsibilities include:
• Manages and directs subordinate staff performing the activities of the Vital Records Registry Section, including customer service functions and records management, assigning work and tasks, as well as employee evaluations.
• Perform legal/enforcement related activities such as drafting, vetting, finalizing and tracking legal related documents, such as cancellation notices, denials, customer notification letters, search warrants, subpoenas, and court orders. This position will prepare for administrative hearings and informal settlement conferences and testifying at hearings, as necessary.
• Develop and maintain policies, procedures, and desk manuals to reflect best practices within statutes and rules.
• Other duties as assigned as related to the position.

Knowledge of:
• Thorough knowledge of public sector program administration of a program with complex requirements, including an understanding of strategies that encourage and promote compliance when working with stakeholders.
• Supervision and management principles and techniques; governing statutes, rules, policies, and procedures.
• Principles of data quality and customer service techniques, including complex problem solving.
• Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.

Skilled in:
• Leadership and interpersonal relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.
• Establish priorities, critical thinking and problem-solving techniques.
• Excellent oral and written communication skills, organizational skills in achieving assigned objectives.
• Use of office equipment and computer systems, operate new computer systems and processing equipment.

Ability to:
• Communicate, collaborate, and provide consultation to staff as well as internal and external customers.
• Efficiently manage subordinate staff.
• Complete assigned tasks and projects.
• Analyze complex situations to determine appropriate solutions.
• Critical thinking to enhance problem solving.
• Plan, assign, and coordinate the flow of work within the section.
• Ability to work in a fast-paced, high volume office setting dealing with the public.
• 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 a related field OR 5 years work experience, to include some experience in a management or leadership role preferred.

• Driver's License
• Must possess a valid level one fingerprint clearance card issued 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.