Bargaining Unit: Use for all Job Titles
Class Code: 079638
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.
Substitution of Education for Experience: Additional graduate course work credit received from an accredited college or university in any social and/or behavioral science may substitute for the required experience on a month-for-month basis, to a maximum of two years (e.g. 36 graduate quarter hours in one or a combination of the above listed fields may substitute for one year of the required experience).
Two years of experience as a DHS APS Intake Counselor 2* with the State of Tennessee.

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. 
Examination Method: Education and Experience, 100%, for Preferred Service positions.

Job 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.
Distinguishing Features: An employee in this class supervises APS Intake Counselors.

Work Activities:

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. 
Making Decisions and Solving Problems:
  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.
Coordinating the Work and Activities of Others:
  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.
Interacting With Computers:
  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.
Getting 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.
Staffing Organizational Units:
  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.
Developing and Building Teams:
  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.
Organizing, Planning, and Prioritizing Work:
  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.
Communicating with Supervisors, Peers, or Subordinates:
  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.
Guiding, Directing, and Motivating Subordinates:
  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.
Communicating with Persons Outside Organization:
  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):

  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 and Equipment Used:

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


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