APS INTAKE SUPERVISOR - 12242024-64215

Job Information

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, COMM&SOCIAL SRV-APS/CHILDCARE/SUMMERFOOD PRG(COMMUNITY AND SOCIAL SERVICES-APS/CHILDCARE/SUMMER FOOD PROGRAM) DIVISION, DAVIDSON COUNTY

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree AND experience equivalent to three years of professional social services work in one or a combination of the following: health care for children, adolescent, or geriatric populations; social work; or social or psychological counseling, including, but not limited to, mental health, correctional, or behavioral rehabilitation counseling; or three years of experience in early intervention and/or service coordination with individuals with disabilities in an educational, social services or medical setting.

Necessary Special Qualifications: Applicants for this class must:

1. Complete a criminal background history disclosure form in a manner approved by the appointing authority;
2. Agree to release all records involving their criminal history to the appointing authority;
3. Supply a fingerprint sample in a manner prescribed by the TBI for a fingerprint based criminal history records check;
4. Submit to a review of and not be listed on the Indicated Persons Registry of the Department of Childrens Services, Department of Healths vulnerable persons registry, or the states sex offender registry;
5. Not have an excludable offense as defined by Tenn. Code Ann. * 71-2-403 and Tenn. Rules & Regs. Ch. 1240-07-10-09.
6. Upon appointment, successfully complete a prescribed course of training offered by the Tennessee Department of Human Services.

Overview

Summary: Under general supervision, is responsible for professional supervisory Adult Protective Services call center work of average difficulty; and performs related work as required.

Responsibilities

Evaluating Information to Determine Compliance with Standards:

1. Reviews daily, weekly, and monthly reports and telephone recordings for accuracy, timeliness, accountability and quality.
2. Oversees the workflow and processing of reports of abuse, neglect, and exploitation of vulnerable adults for the Adult Protective Services (APS) program for accuracy, progress and compliance with state and federal policies, rules, regulations, and laws.
3. Evaluates staff performance through monthly evaluations to determine training needs, improve customer service, enhance the quality of reports, and meet Intake goals.

1. Make decisions and advises staff regarding complex problems including appropriate screening decisions and the need for extended intakes to ensure compliance with state and federal policies, rules, regulations, and laws.

1. Schedules meetings, trainings, and appointments for staff to manage the workflow, provide timely service delivery, comply with state and federal policies, rules, regulations, and laws, and inform, update, and receive feedback from staff regarding program changes and other relevant information.
2. Facilitates staff rotation to ensure call center coverage 24-7 including weekends and State and Federal holidays.

1. Uses the computer to monitor call volume and to ensure that call center performance metrics are met.
2. Enters data and manages workload through the APS case management system to ensure effective service delivery.
3. Utilizes other computer systems as needed to monitor call volume, staff performance, and workflow.
4. Operates computer hardware and software, scanners, and other equipment to complete reports, document collective data, and to communicate with others to capture and maintain program information.

1. Gathers information from all available resources to disseminate to customers, staff and upper management to ensure effective service delivery.
2. Obtains information via electronic, verbal, or physical means to meet the needs of internal and external customers.
3. Interviews referents to determine needed protective services.
4. Reviews case documentation to develop an understanding of client history to assist in screening decisions.

1. Conducts interviews with applicants and reviews resumes to identify relevant skills and work experience to select the most qualified candidate for the position.
2. Discusses new hire recommendations with management to select the most qualified candidate for the position.

1. Coaches employees through formal and informal discussions and feedback to develop and improve job performance.
2. Models effective team building strategies to enable high functioning work groups.
3. Facilitates team building activities to promote positive interaction among staff.

1. Provides coverage for staff vacancies by creating and adjusting staff rotations and taking on additional job responsibilities to ensure adequate staffing for call volume.
2. Develops specific goals by planning, prioritizing, and organizing work to meet performance standards in a timely manner.
3. Distributes staff assignments based on review of program needs to equalize workload.

1. Explains departmental policies and procedures, interprets rules and regulations to internal customers to ensure consistency.
2. Provides accurate information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person to efficiently produce quality work.
3. Communicates daily schedules and activities verbally and/or electronically with supervisors and peers to maintain a balanced workflow.
4. Communicates or consults with supervisor, staff, and co-workers by telephone, in written form, email or in-person to ensure effective service delivery.
5. Communicates questions through appropriate chain of command to obtain policy or procedural clarification.

1. Coaches employees through formal and informal discussions and feedback to develop and improve job performance.
2. Models effective team building strategies to enable high functioning work groups.
3. Facilitates team building activities to promote positive interaction among staff.

1. Interprets rules, regulations, and laws for programs and the public in an effort to provide clarity. Models effective team building strategies to enable high functioning work groups.
2. Assists public relations representatives in addressing public concerns about program actions or activities to ensure customer satisfaction and accuracy of information.
3. Communicates with community service providers to ensure effective service delivery to clients.
4. Promotes Adult Protective Services programs to the general public, outside organizations, advisory boards and committees through dissemination of current information to inform the public of available services.
5. Communicates verbally and/or electronically with outside organizations to obtain information regarding client circumstances.
6. Interacts on a regular basis with persons in other divisions, departments, local governments, and outside organizations for the purpose of furnishing and obtaining information.
7. Communicates with the public, government, and other external sources to represent the organization and provide excellent customer service.

Competencies (KSA's)

Competencies:

1. Decision Quality
2. Problem Solving
3. Directing Others
4. Priority Setting
5. Time Management
6. Confronting Direct Reports
7. Drive for Results
8. Organizational Agility
9. Customer Focus
10. Integrity and Trust

1. Intermediate Knowledge of Administration and Management
2. Intermediate Knowledge of Customer and Personal Service

1. Active Learning
2. Critical Thinking
3. Monitoring
4. Coordination
5. Negotiation
6. Social Perceptiveness
7. Complex Problem Solving
8. Judgment and Decision Making
9. Management of Personnel Resources
10. Time Management

1. Inductive Reasoning
2. Oral Comprehension
3. Oral Expression
4. Problem Sensitivity
5. Selective Attention
6. Written Comprehension
7. Speech Clarity

Tools & Equipment

1. Computer
2. Phones
3. Fax Machine
4. Printer/Scanner
5. Digital Camera
6. Global Positioning System
7. Vehicle
8. Measuring Tools