Job/Position DescriptionWork 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 FunctionsEssential 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. Registrations, Licensure Requirements or CertificationsN/AKnowledge Skills AbilitiesKnowledge 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. Initial Screening CriteriaA complete and clearly written application. Bachelor's Degree from an accredited college or university. Related work experience may be substituted for the required education on a year to year basis with a maximum substitution of (4) years. Stable work history. Experience in a healthcare or related field preferred. Data entry and computer and typing experience. Ability to work 8:30 AM-5:30 PM or other hours based on business needs. Additional InformationThe position is full-time telework with travel to the office as business needs require. Telework employees will not be reimbursed for travel from the employeeand#146;s residence to the office. Telework employees are responsible for providing the required infrastructure for working from home. HHSC does not pay installation, monthly fees, or other charges for additional equipment, personal telephone lines (cellular or land lines), or high-speed internet access in an employeeand#146;s residence. Must be available to work holidays as needed. In basket will be given. In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the Service https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=596112 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.