Job/Position DescriptionProtective Services Intake Specialist V- Serves as a Protective Services Intake Specialistin the Complaint and Incident Intake Call Center- Specialized Intake Processing Unit.Answers calls and process complex inquiries complaints and incidents related toabuse/neglect/exploitation (A/N/E) involving Nursing Facilities, Assisted Living Facilities,Day Activity and Health Services (DAHS), ICF/ID Facilities, Home Health and HospiceAgencies, Prescribed Pediatric Extended Care Center (PPECC) and Health CareRegulation providers. 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 residentsand family members in accordance with policies and procedures. Specialized processingand analysis include complaints and incidents received via email, postal mail, fax, webportal, voice mail and referrals submitted by agency program staff or other state agencies.All intakes are assessed for the determination of priority, allegation type, and handlingand entered into intake systems. Essential Job FunctionsAttends 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 inquires, address issues or resolve problems or complaints.Registrations, Licensure Requirements or CertificationsN/AKnowledge Skills AbilitiesKnowledge of state and/or federal regulatory and/or 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 CriteriaBachelor'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. Data entry and computer and typing experience. Must be available to work holidays as needed. Work hours are Saturday-Sunday 8 AM - 5 PM, Monday-Wednesday 10 AM - 7 PM or other hours based on business needs. Must be available to work holidays as needed.Additional InformationWork hours are Saturday-Sunday 8 AM - 5 PM and Monday-Wednesday 10 AM - 7 PM or other hours based on business needs. Must be available to work holidays as needed. The position is full-time telework with travel to the office as business needs require. Telework employees will not be reimbursed for travel from the employee'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 (cellula https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=596850 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.