Vulnerable Persons Protection Specialist​/Trainee; NY HELPS

Position: Vulnerable Persons Protection Specialist 1 / Trainee (NY HELPS)
Location: Delmar

Duties Description The Vulnerable Persons Protection Specialist (VPPS) 1 position will be assigned to work the Justice Center Information Line. Additionally, they will be required to assist with the VPCR Hotline, as needed. They will be responsible for:

• Serve as frontline representative supporting equitable public access to Justice Center Resources, agency programs, services, and community-based resources.

• Receive and access information from the Justice Center's Information Line, which may include calls from the public, victims, family members, subjects, state legislators, media, etc.

• Assist individuals in navigating complex human services systems by explaining processes, eligibility requirements, application procedures, and available program options.

• Assist vulnerable or underserved populations in accessing information and services by providing guidance, referrals, and support tailored to individual circumstances and needs.

• Use broad knowledge of the Justice Center, its mission and unit's roles, as well an ability to navigate the public website and job aids, to route callers appropriately to various agency units and numerous outside referral sources.

• Answer frequently asked questions with answers as provided by the Units and found in the Information Line Navigator.

• Utilize advocacy-based customer serv ice techniques to support callers in understanding available programs, resolving concerns, and accessing appropriate resources.

• Using judgement and decision making for recognizing and professionally handling highly sensitive calls and/or escalated callers. Ability to recognize when an issue needs immediate or Executive attention and bringing that to the Information Line Director or other Justice Center Division Heads, when appropriate.

• Maintain ongoing and open communication with direct supervisor, other program staff in the Information Line unit, as well as those in other JC units.

• Responding daily and/or routing any calls left in voice mail from after hours.

• Responding daily and/or routing any Webmaster inquiries.

• Skillfully using the VPCR to obtain all necessary details to provide best referral to callers with questions about an incident/case.

• Document all aspects of the information received, the action(s) taken and the assessment conducted.

• Ability to pivot, when needed, to answer VPCR hotline calls to an acceptable standard.

• Hours generally Monday-Friday 8:30am to 4:30pm, with adjusted work schedule as needed to meet needs.

Minimum Qualifications
* This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

Current NYS Justice Center for the Protection of People with Special Needs employee with permanent, contingent-permanent or 55 b/c status as a Vulnerable Persons Protection Specialist 1 and interested in reassignment; OR Current New York State employee with one year or more of permanent, contingent-permanent, or 55b/c service in a position allocated to a Grade 16 and eligible for transfer under Section 70.1 of the Civil Service Law.

Vulnerable Persons Protection Specialist Trainee, NS=Grade 13:
1. Bachelor's degree; or
2. Associate degree in a human services field and one year of experience in one of the following:
a. the direct provision of services that includes the care, review, investigation, assessment, treatment, or case planning for persons in facilities or program covered by the Protection of People with Special Needs Act of 2012; or
b. the development, implementation, or administration of a program that provides quality assurance, conducts incidents reviews, investigates, or provides treatment in facilities or program covered by the Protection of People with Special Needs Act of 2012; or
c. where your primary responsibility (at least 50% of your official duties) was in the direct provision of adult or child protective services, which is defined as the investigation, assessment, treatment, and/or case planning of reported cases of adult or child abuse and maltreatment; or
3. Three years of the above experience.

Vulnerable Persons Protection Specialist 1, Grade 16
1. Bachelor's degree or higher in a human services field; or
2.…