Bargaining Unit: Use for all Job Titles
Class Code: 079628

Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and experience equivalent to five years of full-time professional work in one or a combination of the following: social services and/or human services case management, gerontology, investigations regarding vulnerable persons, psychology, or sociology.

Substitution of Graduate Education for Experience: Graduate course work from an accredited college or university in any of the above fields may be substituted for the required experience, on a year-for-year basis, to a maximum of two years.  There being no substitution for the additional three years of experience.

Substitution of Experience for Education: None


Experience equivalent to two years of APS field supervision or two years as an APS Team Coordinator or APS Intake Supervisor with the State of Tennessee.

Other Requirements:  Necessary Special Qualifications: Applicants for this class will be required to:

  1.  Complete a criminal 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. Have no conviction for a felony.
  4. Must not  have been discharged under any other than honorable conditions from any branch of the United States armed forces
  5. Submit to a review of and not be listed on the Indicated Persons Registry of the Department of Children’s Services;
  6. Supply a fingerprint sample in a manner prescribed by the TBI for a fingerprint based criminal history records check;
  7. Have reliable transportation and possess a valid driver’s license
  8. Submit to a review of their status and not be listed on the Department of Health’s vulnerable persons’ registry.
  9. After appointment, successfully complete (as indicated by an assessment at completion) a prescribed course of training offered by the Tennessee Department of Human Services.
  10. Available to be on call 24 hours a day, 7 days a week.

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

Job Overview: Summary: Under general supervision, is responsible for human services program policy and procedure development work of considerable difficulty and possibly supervisory work of average difficulty; performs related work as required.

Distinguishing Features: An employee in this class acts as the manager responsible for statewide operations in an assigned program area, or acts as an area consultant for assigned subordinate staff. This class differs from that of the APS Team Coordinator in that an incumbent of the latter is responsible for field operations in an assigned geographical area within the state. This class differs from those in the DHS Program Director sub-series in that incumbents of the latter direct policy and procedure development for a program and may supervise employees in this class.

Work Activities:

  1.  Oversees and reviews the operation and design of the program case management system and assists in the development of policies and procedures to implement changes to meet program goals.
  2. Obtains, compiles, and analyzes statistical data and other information from databases, reports, and other relevant sources to determine compliance with state standards and objectives, determine system accuracy, project trends, and monitor employee performance.
  3. Collaborates and communicates verbally and/or electronically with contractors, other departments, and other organizations to explain, interpret, and understand program requirements that impact internal/external clients individually and as a whole to ensure customers’ needs are met effectively.
  4. Develops strategies to meet objectives set by executive staff to ensure compliance with state requirements, department, and program goals.
  5. Addresses concerns and complaints from internal/external customers and makes appropriate recommendations to ensure quality customer service.
  6. Advises, mentors, counsels, provides expertise, and/or supervises employees who receive intake reports, conduct investigations, and provide services to ensure program goals are met.
  7. Reviews, interprets, and explains new policies and procedures as they are implemented, and drafts instructional memos and bulletins to notify staff of important changes or clarifications in order to ensure accurate program delivery.
  8. Enters information into agency operation systems, databases, spreadsheets, and other required systems for future retrieval and reviews/monitors information entered by other staff.
  9. Research, analyze, develop, and design reports or communications used to identify trends and opportunities for improvement, and make recommendations for strategic solutions to executive staff.
  10. Prioritizes, organizes, and monitors daily, weekly, and monthly tasks to maintain a balanced workflow and ensure all work performed by subordinates and support staff in other divisions or organizations is completed by the established deadlines.
  11. Identifies training and coaching needs of staff and ensure they receive any training or support needed to improve job performance.
  12. Prepares metrics and maintains historical records and reports involving present outcomes and expected future goals to ensure accurate and efficient service delivery.
  13. May guide, motivate, or evaluate staff performance to promote staff development, enhance productivity, retain quality employees, and promote team building.
  14. Reviews and makes recommendations for changes to program delivery to ensure adherence to program and departmental policies and procedures.
  15. Studies policies, procedures, operations and services pertaining to program delivery in order to evaluate their effectiveness and makes recommendations intended to improve the efficiency of the organization.
  16. Research, evaluate, and recommend resources to ensure proper staffing and operations statewide.
  17. Performs quality assurance reviews to validate processes and ensure operational compliance.
  18. Assist with the development and delivery of training and presentations internally and externally to ensure that staff are able to provide quality services.
  19. Interviews applicants and makes recommendations on employee hiring, retention, promotion, demotion, and other human resources actions to maintain adequate staffing levels to ensure efficient service delivery.
  20. Stores electronic or paper files for future reference and compliance with records retention policies.

Competencies (KSA’s): Competencies:

  1. Integrity and Trust
  2. Customer Focus
  3. Drive for Results
  4. Composure
  5. Problem Solving
  6. Planning
  7. Process Management
  8. Directing Others
  9. Dealing with Ambiguity
  10. Presentation Skills


  1. Administration and Management
  2. Customer and Personal Service
  3. Education and Training
  4. Law and Government
  5. Personnel and Human Resources
  6. Clerical
  7. Psychology
  8. Sociology and Anthropology
  9. Engineering and Technology
  10. Mathematics


  1. Active Listening
  2. Speaking
  3. Reading Comprehension
  4. Writing
  5. Time Management
  6. Service Orientation
  7. Coordination
  8. Critical Thinking
  9. Judgment and Decision Making
  10. Active Learning


  1. Oral Comprehension
  2. Oral Expression
  3. Written Comprehension
  4. Written Expression
  5. Inductive Reasoning
  6. Deductive Reasoning
  7. Problem Sensitivity
  8. Information Ordering
  9. Number Facility
  10. Mathematical Reasoning

Tools and Equipment Used:

  1. Computer/Laptop/Tablet
  2. Telephone
  3. Multifunction Printer/Scanner/Copier/Fax
  4. Cellular Phone
  5. ID Badge
  6. Motor Vehicle
  7. Computer Headset
  8. Projector
  9. Video Conference System


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