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Protective Srv Intake Spcl V

4 months ago

Austin, United States Texas Department of Aging & Disability Services Full time
Job Description:
Work Hours 8:30 am -5:30 PM or other hours based on business needs. Serves as Protective Services Intake Specialist V in the Complaint and Incident Intake Toll-Free Intake Processing Unit. Answers calls related to abuse/neglect/exploitation (ANE) involving Nursing and Assisted Living Facilities, ICF/ID Facilities, Home Health and Hospice Agencies, Hospitals, End-Stage Renal Disease Facilities, and other program areas as appropriate. 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. Answers calls, reviews faxes, mail and internet information received. Assesses intakes for determination of priority, allegation type and handling. Essential Job Functions:
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 inquiries, address issues or resolve problems or complaints. Knowledge Skills Abilities:
Knowledge of state and federal regulatory and 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.