Technical Records Specialist 2 (TRS2) With The 211 Idaho Careline
Dedicated to strengthening the health, safety, and independence of Idahoans. The Idaho Department of Health and Welfare's Division of Family and Community Services has an exciting employment opportunity for a Technical Records Specialist 2 (TRS2) with the 211 Idaho Careline at our Westgate office in Boise. Applicants who have previous telephone customer support, experience handling complaints, and providing solutions are encouraged to apply. The ability to fluently read, write, and speak both Spanish and English is preferred. We are seeking a candidate who is dedicated to making a difference to the lives of others in a small team setting. The 211 Idaho Careline, a free statewide community Information and Referral service, is available to link Idahoans with health or human service providers and programs. This position will perform specialized support work involving an extensive in-depth knowledge of the program and system. The TRS2 position requires a distinctive skill set: the candidate must have the ability to think critically through challenging social service needs, systemic issues, and the technology needs of a call center. The candidate must also possess the skills and knowledge to manage difficult, problem-solving calls that provide solutions to customers. The candidate must interpret and explain requirements, processes, and procedures to others, and will regularly track, execute, and review various reports and statements. This announcement will be used to fill vacancies at Health and Welfare, 211 Careline only. If you have previously applied for the Technical Records Specialist 2 classification and wish to be considered for this position, you must reapply under this announcement. Previous scores will not be used. The successful applicant will be required to complete a criminal history background investigation. Employment is dependent upon satisfactory results of the investigation. Benefits: The State of Idaho offers a robust total compensation and benefits package, including but not limited to: One of the nation's best state retirement systems that offers a lifetime benefit at retirement. 11 paid holidays. Paid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time). Paid parental leave. Medical, vision, and dental insurance benefits that become effective first of the month following your hire date. All contributions can be pre-tax (full-time/30+ hours per week). 2 voluntary supplemental retirement plans including both pre-tax and Roth options. Deferred compensation plan. Life insurance for self, spouse, and children. Short and long-term disability insurance. Flexible Spending Accounts (FSA). A wide variety of training opportunities. Some positions offer flexible hours and/or telecommuting. Additional perks and discounts available through medical provider. Public Service Loan Forgiveness (PSLF) Eligibility. Employee assistance program. Example of duties: Conducts telephone interviews to determine customers' requests and needs; provides specialized information about agency programs and services. Answers phones in a call-center setting; screens and channels calls. Clarifies, explains, and resolves complex, varied and sometimes challenging and/or volatile issues. Maintains record keeping systems by adding, deleting, or updating information. Prepares reports, which may include correspondence, trackers, spreadsheets, and special projects. Performs complex program support functions. Serve as a program expert; provides guidance and assistance regarding complex program rules and regulations to internal and external customers. Has frequent contact with internal and external customers, requiring good public relation skills. Functions with considerable independence and exercise discretion in applying policies and procedures, requiring extensive knowledge of department programs and objectives. Minimum qualifications: Experience monitoring record systems to identify and correct errors. Typically gained by at least one year of related experience. Experience interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs. Typically gained by at least one year of experience which frequently required interpreting and applying a variety of difficult rules, regulations, or policies to determine compliance or eligibility and explaining decisions to others. Decisions are complex and can affect the social or economic well being of others or will result in a service or action being denied. Experience analyzing information and researching a variety of sources to identify and resolve problems or issues. Typically gained by at least one year of extensive research and analysis of highly complex or technical material requiring in-depth program knowledge in order to determine if requirements were met and if they complied with established laws and/or policies. Research must have included contacting a variety of sources both inside and outside the organization to collect, obtain, and verify information and determine the appropriate course of action. Experience dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations. Typically gained by at least one year experience dealing with individuals from varying cultural and socioeconomic backgrounds in stressful situations which dealt with personal, sensitive, or confidential information such as eligibility requirements, health issues, or financial matters. Experience entering and retrieving data using a computerized record system. Typically gained by at least six months of experience in a work setting where it was required to enter and retrieve data in a database records system or other computer records system. Experience composing and proofreading business correspondence. Typically gained by at least one year of office experience which required composing and proofreading a variety of business documents on a regular basis OR successful completion of at least one college-level English composition or business English class AND six months of experience composing business documents. Ability to speak English & Spanish fluently. (If you select 'yes' you may be assessed on your abilities during a hiring interview.) Ability to read and write Spanish and English fluently. (If you select 'yes' you may be assessed on your ability to read and write English & Spanish during a hiring interview.) Experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services. (Experience as a receptionist or any position at that level would not qualify. General interviewing required of most receptionists is not in-depth enough to qualify.) Typically gained by at least one year of prior work experience. Experience storing, retrieving, and compiling information in a report format using database software. Typically gained by at least 1 year of prior work experience. Some knowledge of data management. Typically gained through successful completion of a college level course equivalent to three semester hours; OR, through successful completion of a three-day course (approximately 20 hours) specific to data management; OR, through successful completion of three months' work experience performing data management activities such as database development, data collection, analysis, research and tracking, developing tables, queries, forms and reports. Learn about a career with DHW. Please note: application assistance is not available after the business hours listed below, on the weekends, or on holidays and you must apply before 4:59 pm on the closing date. When applying, use CHROME as your browser to avoid complications. If you have questions, please contact us at: Email is the quickest way to get an answer to your questions. (answered Monday through Friday during business hours MST) Email: dhwjobs@dhw.idaho.gov Phone: (208) 334-0681 EEO/ADA/Veteran: The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws. The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov. Preference may be given to veterans who qualify under state and federal laws and regulations.
Dedicated to strengthening the health, safety, and independence of Idahoans. The Idaho Department of Health and Welfare's Division of Family and Community Services has an exciting employment opportunity for a Technical Records Specialist 2 (TRS2) with the 211 Idaho Careline at our Westgate office in Boise. Applicants who have previous telephone customer support, experience handling complaints, and providing solutions are encouraged to apply. The ability to fluently read, write, and speak both Spanish and English is preferred. We are seeking a candidate who is dedicated to making a difference to the lives of others in a small team setting. The 211 Idaho Careline, a free statewide community Information and Referral service, is available to link Idahoans with health or human service providers and programs. This position will perform specialized support work involving an extensive in-depth knowledge of the program and system. The TRS2 position requires a distinctive skill set: the candidate must have the ability to think critically through challenging social service needs, systemic issues, and the technology needs of a call center. The candidate must also possess the skills and knowledge to manage difficult, problem-solving calls that provide solutions to customers. The candidate must interpret and explain requirements, processes, and procedures to others, and will regularly track, execute, and review various reports and statements. This announcement will be used to fill vacancies at Health and Welfare, 211 Careline only. If you have previously applied for the Technical Records Specialist 2 classification and wish to be considered for this position, you must reapply under this announcement. Previous scores will not be used. The successful applicant will be required to complete a criminal history background investigation. Employment is dependent upon satisfactory results of the investigation. Benefits: The State of Idaho offers a robust total compensation and benefits package, including but not limited to: One of the nation's best state retirement systems that offers a lifetime benefit at retirement. 11 paid holidays. Paid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time). Paid parental leave. Medical, vision, and dental insurance benefits that become effective first of the month following your hire date. All contributions can be pre-tax (full-time/30+ hours per week). 2 voluntary supplemental retirement plans including both pre-tax and Roth options. Deferred compensation plan. Life insurance for self, spouse, and children. Short and long-term disability insurance. Flexible Spending Accounts (FSA). A wide variety of training opportunities. Some positions offer flexible hours and/or telecommuting. Additional perks and discounts available through medical provider. Public Service Loan Forgiveness (PSLF) Eligibility. Employee assistance program. Example of duties: Conducts telephone interviews to determine customers' requests and needs; provides specialized information about agency programs and services. Answers phones in a call-center setting; screens and channels calls. Clarifies, explains, and resolves complex, varied and sometimes challenging and/or volatile issues. Maintains record keeping systems by adding, deleting, or updating information. Prepares reports, which may include correspondence, trackers, spreadsheets, and special projects. Performs complex program support functions. Serve as a program expert; provides guidance and assistance regarding complex program rules and regulations to internal and external customers. Has frequent contact with internal and external customers, requiring good public relation skills. Functions with considerable independence and exercise discretion in applying policies and procedures, requiring extensive knowledge of department programs and objectives. Minimum qualifications: Experience monitoring record systems to identify and correct errors. Typically gained by at least one year of related experience. Experience interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs. Typically gained by at least one year of experience which frequently required interpreting and applying a variety of difficult rules, regulations, or policies to determine compliance or eligibility and explaining decisions to others. Decisions are complex and can affect the social or economic well being of others or will result in a service or action being denied. Experience analyzing information and researching a variety of sources to identify and resolve problems or issues. Typically gained by at least one year of extensive research and analysis of highly complex or technical material requiring in-depth program knowledge in order to determine if requirements were met and if they complied with established laws and/or policies. Research must have included contacting a variety of sources both inside and outside the organization to collect, obtain, and verify information and determine the appropriate course of action. Experience dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations. Typically gained by at least one year experience dealing with individuals from varying cultural and socioeconomic backgrounds in stressful situations which dealt with personal, sensitive, or confidential information such as eligibility requirements, health issues, or financial matters. Experience entering and retrieving data using a computerized record system. Typically gained by at least six months of experience in a work setting where it was required to enter and retrieve data in a database records system or other computer records system. Experience composing and proofreading business correspondence. Typically gained by at least one year of office experience which required composing and proofreading a variety of business documents on a regular basis OR successful completion of at least one college-level English composition or business English class AND six months of experience composing business documents. Ability to speak English & Spanish fluently. (If you select 'yes' you may be assessed on your abilities during a hiring interview.) Ability to read and write Spanish and English fluently. (If you select 'yes' you may be assessed on your ability to read and write English & Spanish during a hiring interview.) Experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services. (Experience as a receptionist or any position at that level would not qualify. General interviewing required of most receptionists is not in-depth enough to qualify.) Typically gained by at least one year of prior work experience. Experience storing, retrieving, and compiling information in a report format using database software. Typically gained by at least 1 year of prior work experience. Some knowledge of data management. Typically gained through successful completion of a college level course equivalent to three semester hours; OR, through successful completion of a three-day course (approximately 20 hours) specific to data management; OR, through successful completion of three months' work experience performing data management activities such as database development, data collection, analysis, research and tracking, developing tables, queries, forms and reports. Learn about a career with DHW. Please note: application assistance is not available after the business hours listed below, on the weekends, or on holidays and you must apply before 4:59 pm on the closing date. When applying, use CHROME as your browser to avoid complications. If you have questions, please contact us at: Email is the quickest way to get an answer to your questions. (answered Monday through Friday during business hours MST) Email: dhwjobs@dhw.idaho.gov Phone: (208) 334-0681 EEO/ADA/Veteran: The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws. The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov. Preference may be given to veterans who qualify under state and federal laws and regulations.