Protective Srv Intake Spcl V - Texas Health & Human Services Commission : Job Details

Protective Srv Intake Spcl V - Serves as a Protective Services Intake Specialist

in the Complaint and Incident Intake Call Center- Specialized Intake Processing Unit.

Answers calls and process complex inquiries complaints and incidents related to

abuse/neglect/exploitation (A/N/E) involving Nursing Facilities, Assisted Living Facilities,

Day Activity and Health Services (DAHS), ICF/ID Facilities, Home Health and Hospice

Agencies, Prescribed Pediatric Extended Care Center (PPECC) and Health Care

Regulation providers. Performs complex analysis of complaints, requests for information,

suggestions and facility reported incidents from the general public, legislative offices,

news media, other agencies and organizations, regulatory services staff, facility residents

and family members in accordance with policies and procedures. Specialized processing

and analysis include complaints and incidents received via email, postal mail, fax, web

portal, voice mail and referrals submitted by agency program staff or other state agencies.

All intakes are assessed for the determination of priority, allegation type, and handling

and entered into intake systems.

Essential Job Functions:

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. Receives processes and distributes intake reports for investigations and other matters involving program information. Interprets policies, procedures, rules, regulations and standards to internal and external stakeholders. Prepares summary of written and oral complaints, incidents and information issues. Maintains current knowledge in assigned area by reviewing literature, attending meetings or seminars or communicating with other professionals. Evaluates complaints and incidents and assigns the proper priority for investigation. Communicates on a complex level with others (internally or externally) to provide, exchange or verify information, answer inquires, address issues or resolve problems or complaints. Knowledge Skills Abilities:

Knowledge of state and/or federal regulatory and/or assistance programs preferred. Skills in working with ACD call systems and computers. Normal Auditory Ability. Advanced ability to communicate both orally and in writing. Professional and knowledgeable attitude and behavior with members of the public and co-workers. Registration or Licensure Requirements:

N/A Initial Selection Criteria:

Bachelor's Degree from an accredited college or university. Related work experience may be substituted for the required education on a year to year basis with a maximum substitution of (4) years. Data entry and computer and typing experience. Work hours are Saturday-Sunday 8 AM - 5 PM, Monday - Wednesday 10 AM - 7 PM or other hours based on business needs. Must be available to work holidays as needed. Additional Information:

Work hours are Saturday-Sunday 8 AM - 5 PM and Mondy-Wednesday 10 AM - 7 PM or other hours based on business needs. Must be available to work holidays as needed. The position is full-time telework with travel to the office as business needs require. Telework employees will not be reimbursed for travel from the employee's residence to the office. Telework employees are responsible for providing the required infrastructure for working from home.

HHSC does not pay installation, monthly fees, or other charges for additional equipment, personal telephone lines (cellular or land lines), or high-speed internet access in an employee's residence. All applicants must pass a fingerprint criminal background check.

MOS Code:

No direct military equivalent.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-###-####. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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