Bargaining Unit: Use for all Job Titles
Class Code: 079634
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree.

Other Requirements:

Necessary Special Qualifications: Applicants for this class must:
  1. Possess a valid driver’s license if driving is an essential function of the position;
  2. Complete a criminal history disclosure form in a manner approved by the appointing authority;
  3. Agree to release all records involving their criminal history to the appointing authority;
  4. Supply a fingerprint sample prescribed by the TBI based criminal history records check;
  5. Submit to a review of their status on the Department of Health’s Vulnerable Persons registry;
  6. Upon appointment, successfully complete a prescribed course of training offered by the Tennessee Department of Human Services. 
Examination Method: Education and Experience, 100%, for Preferred Service positions.

Job Overview:

Summary: Under immediate supervision, is responsible for professional Adult Protective Services call center work of average difficulty; and performs related work as required.
Distinguishing Features: This is the entry class in the professional APS Intake Counselor sub series. An employee in this class learns the proper principles, practices, and procedures for APS intake work in the call center. This class differs from that of APS Intake Counselor 2* in that an incumbent of the latter performs at the working level under general supervision.
*An applicant appointed to this flexibly staffed class will be reclassified to the next higher class in the series after successful completion of a mandatory one year training period; inadequate or marginal performance during the training period will result in automatic demotion or termination.

Work Activities:

Getting Information:
  1. Learns to ask relevant questions regarding mental and physical impairments, unsanitary living conditions, lack of utilities, any form of abuse, neglect, exploitation or self-neglect in the client’s environment to assist with the appropriate screening decision.
  2. Ensures that after-hours telephone calls are taken in a secure setting to maintain confidentiality in accordance with State and Federal guidelines.
  3. Learns to gather information from referral sources via telephone, fax, email, etc. to determine if it meets the criteria for abuse, neglect, or exploitation of vulnerable adults.
  4. Learns to perform extended intake by contacting hospitals, law enforcement, etc. to gather additional information for determining the level of risk to the vulnerable adult.
Documenting/Recording Information:
  1. Learns to transcribe clear and concise narratives based on the information obtained from the referral source.
  2. Learns to document information pertaining to any mental or physical impairments to assist in determining risk level of the vulnerable adult.
  3. Learns to obtain and record demographical and other relevant information necessary for the assignment and/or investigation process.
  4. Learns to document all relevant records and actions related to the Intake process as an official record for the department. 
Analyzing Data or Information:
  1. Learns to evaluate data gathered to determine the level at which the vulnerable adult is at risk in order to assign the appropriate level of priority.
  2. Learns to analyze and interpret information received from referral source to determine if the alleged victim meets APS criteria as a vulnerable adult.
  3. Learns to analyze and interpret information received from referral source to determine if the allegations meet APS criteria for abuse, neglect, or exploitation of the vulnerable adult.
  4. Learns to direct the referral source to additional agencies or resources as necessary. 
Organizing, Planning, and Prioritizing Work:
  1. Learns to utilize contingency plans in the event of system failure to maintain level of service and tracking of data.
  2. Learns to perform work-related tasks based on the priority level of the referral to reduce the risk to vulnerable adults.
  3. Provides coverage for after-hours calls by creating staff rotations or by taking on additional job responsibilities to ensure continuous availability to the public, including weekends and State and Federal holidays. 
Making Decisions and Solving Problems:
  1. Learns how to determine whether law enforcement or other agency intervention is needed when a referral is taken after regular business hours.
  2. Learns how to determine if the referral meets criteria for APS intervention/investigation per agency policy.
  3. Learns how to identify potential risk factors such as mental and physical impairments, unsanitary living conditions, lack of utilities, any form of abuse, neglect, exploitation or self-neglect in the client’s home environment, as appropriate, for specific agency functions.
  4. Learns how to determine potential risk factors (i.e., weapons on premises, vicious animals, violent persons etc.) to ensure the safety of field staff.
  5. Learns how to determine if the information received from the referral source is appropriate for an Adult Protective Service (APS) referral, additional case information, or recommendation to another agency. 
Communicating with Supervisors, Peers, or Subordinates:
  1. Ensures that field staff are notified by telephone in all emergency situations.
  2. Communicates daily schedules and activities verbally and/or electronically with supervisors and peers to maintain a balanced workflow.
  3. Communicates or consults with supervisor, staff, and co-workers by telephone, email, or in-person to ensure effective service delivery.
  4. Communicates questions through appropriate chain of command to obtain policy or procedural clarification. 
Communicating with Persons Outside Organization:
  1. Ensures confidentiality of the referral source is maintained according to agency policy when communicating with persons outside of APS.
  2. Communicates professionally with the public to provide excellent customer service and resolve issues.
  3. Learns to contact law enforcement to request well-being checks of vulnerable adults as necessary to reduce risk.
  4. Learns to communicate with the Department of Children’s Services regarding situations that involve risks to minors that have been received by APS Intake.
  5. Learns to contact Adult Protective Services in other states to make referrals as necessary based on information received by APS Intake.
  6. Promotes a positive image of the department by focusing on great customer service while fulfilling the Department’s mission.
  7. Interacts on a regular basis with persons in other divisions, departments, law enforcement, and outside organizations in a professional manner.
  8. Learns to notify the referral source when the information obtained does not meet the criteria for an APS intervention/investigation. 
Interacting With Computers:
  1. Learns how to use Tennessee Adult Protective Services (TNAPS) database to enter information obtained by referral sources.
  2. Learns how to use Microsoft Word, Outlook, and Excel to track information and compile data as required.
  3. Learns how to upload documents received to appropriate case file for record-keeping.

Competencies (KSA’s):

  1. Decision Quality
  2. Problem Solving
  3. Priority Setting
  4. Time Management
  5. Written Communications
  6. Compassion
  7. Composure
  8. Customer Focus
  9. Integrity and Trust
  10. Listening  
  1. Intermediate Knowledge of Customer and Personal Service
  2. Intermediate Knowledge of Psychology 
  1. Active Listening
  2. Critical Thinking
  3. Speaking
  4. Writing
  5. Service Orientation
  6. Judgment and Decision Making
  7. Time Management     
  1. Oral Comprehension
  2. Oral Expression
  3. Written Comprehension
  4. Written Expression
  5. Wrist-Finger Speed
  6. Auditory Attention 

Tools and Equipment Used:

  1. Headsets
  2. Computer
  3. Fax Machine
  4. Copier/Scanner
  5. Multi-Line Phone


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