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Position: Job Page
DEPARTMENT OF ECONOMIC SECURITY
Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.
HOTLINE ASSOCIATE 3

Job Location:

Division of Aging and Adult Services
1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $21.4772
Grade: 16
Closing Date: 6/16/2026

Job Summary:

Would you like to be a part of an amazing team that makes Arizona Stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vunerable? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov

; or click the link here to view 'Our DES' video. Come join the DES Team!

The Division of Aging and Adult Services seeks an experienced and highly motivated individual to join our team as a Hotline Support Senior Associate. DAAS supports at-risk Arizonans to meet their basic needs and to live safely, with dignity and independence. Services and programs reach a diverse population of Arizonans.

Under minimal supervision, performs senior level Customer Service activities within the Adult Protective Services (APS) Call Center. Serves as the team lead providing assistance, mentoring, guidance, and instruction to less experienced Customer Service Representative staff regarding the most complex or unusual customer service complaints, allegations, inquiries, and issues. Receives and processes allegations received from the call center report line and internet reports ensuring reported information is accurately evaluated and accepted for investigation or designated as an criteria not met.

Maintain adequate organization of work product and follows established policies and procedures for work processing, records management and completing required correspondence. Actively monitors call volume and changes call center work status as appropriate to provide excellent customer service in order to avoid unanswered calls contributing to established team objectives for performance. Respond to callers from the general information line seeking resources for services and referral information for vulnerable and elderly individuals as well as general information.

Must be willing to work weekends and holidays. Shift assignment is determined by the needs of the agency and is not guaranteed or implied.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• Provide excellent customer service by actively monitoring call volume and resource availability. Answer report line calls and review internet reports received from the public, gather sufficient information, assess potential risk to vulnerable or incapacitated adults and process reported information containing allegations in accordance with all applicable federal and state statutes, administrative rules, policies and procedures and intake tools.
• Document reported information into client information system. Open reports, assign response priority and route to district/field offices for assignment. Send correspondence to reporting sources. Adjusts priorities to provide excellent customer service. Utilize resources to determine accurate information for APS reports applying relevant statutes.
• Consult with supervisor regarding report criteria and priority decisions. Respond to inquiries received from law enforcement or first responders call line and make contact to report emergency situations when necessary. Prepare and send cross reports to stakeholder agencies and departments when appropriate for community services and assistance.
• Serve as team lead to less experienced staff providing assistance, mentoring, guidance, instruction and answering questions regarding complex or unusual complaints, allegations, inquiries, and issues received within call center operations.
• Allegations received but not meeting statutory mandates for a report are designated as an Information and criteria not met communication and input into the APS automated system. The APS automated system must be continuously updated with intake information to ensure all information in case file report is accurate…