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Protective Srv Intake Spcl V
2 months ago
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.
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