DEPT OF HEALTH SERVICES

Address:  150 N. 18TH Avenue

Phoenix, AZ 85007

Salary: $50,600 

Grade: 20

Under the general direction of the Education & System Support Manager for Vital Records, this position is an integral part of the office and will maintain a close, direct, and working relationship with all levels of management. The position will support the Bureau of Vital Records (BVR), it's partners, stakeholders, and customers. The incumbent will develop and maintain various forms of educational and training materials including creating training videos and providing live on-line and in-person instruction; schedule and conduct training sessions for a variety of statewide partners including but not limited to funeral home partners, county vital records offices, midwives, hospitals, physicians, medical certifiers, clinics, medical examiners, tribal law enforcement authority, BVR internal users and other similar end users. Performs quality assurance reviews and monitors the work products of BVR and its partners for accuracy and potential educational or training needs. Identifies training needs through the use of various audits, surveys, and reports. Creates, manages, and analyzes reports based on quality assurance assessments. Plans communicates, and coordinates training sessions to maintain the needs of system end users for both the business and systems respectfully.

This position provides training and software system testing, a software system user expert for the BVR to test software systems ensuring that system development, enhancements, or changes meet the needs of the office and statewide partners. Provides customer and technical support to software system users who may experience system difficulties. Participates in testing, system configurations, and system release notes for system releases during business and non-business hours.

The position will provide courteous, accurate, and timely customer service to the public of the State of Arizona through the interpretation and application of and compliance with regulations, statutes, and policies and procedures pertaining to Vital Records.

This position is responsible for monitoring timely responses to email boxes as well as accepting and answering calls through the call center and will provide assistance to each customer in a timely and professional manner. This position may be required to travel regularly throughout the state of Arizona.

Develops educational training materials identifying the training needs of end users, scheduling and conducting training and site visits throughout Arizona.
Develops quality assurance reports and analyzes data reports; identifies data errors and develops and implements plans to improve data quality.
Provides training and software system testing, becomes a software system user expert for the BVR to test software systems ensuring that system development, enhancements, or changes meet the needs of the office and statewide partners. Participates in testing, system configurations, and system release notes for system releases during business and non-business hours.
Interprets, develops, and implements relevant vital record operational rules and regulations to work activities. Resolves the most unusual or most complex complaints with a high degree of discretion
Oversees and composes correspondence dealing with vital records that need considerable discretion and performs related work as required.
Other duties as assigned as related to the position.

Knowledge of:
- Public health principles including an understanding of strategies that encourage and promote compliance when working with stakeholders.
- Program planning, evaluation, and monitoring.- Data assessment and evaluation.
- Rules, regulations, policies, procedures, data systems, and all other applicable Arizona statutes.
- Automated system solutions and effective training methodologies.
- Customer service including but not limited to general office procedures and practice, general rules, regulations, and policies and procedures of the Bureau of Vital Records.
- Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.

Skills in:
- Interpersonal relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.
- Database and systems development.
- Establishing priorities.
- Time and project management.
- Tracking issues resolution to resolve data quality issues.
- Critical thinking and problem-solving techniques and resolutions.
- Excellent oral and written communication skills.
- Provide guidance and expertise in the development and implementation of the program.
- Review and evaluate program activities analytically and develop effective plans and methods for program improvement.
- Developing performance and productivity standards.
- Be decisive and take a lead role during emergency situations when collaborating is not possible or practical.

Ability to:
- Determine audiences for training sessions.
- Schedule training sessions throughout the state, run data quality reports, and conduct follow-ups with data submitters.
- Alter timetables to coordinate with other sections.
- Apply actions to resolve customer complaints and administrative problems.
- Interpret and apply laws, rules, and procedures.
- Manage multiple projects and time demands.
- Be a good listener and interpret issues. raised by customers, and seek solutions to resolve issues.
- Learn, train, and operate computer systems and software as well as equipment.
- Perform assigned tasks in a timely, responsive, and accurate manner.
- Communicate information both orally and in writing.
- Communicate based on an individual's level of understanding.
- Exercise sound judgment in making decisions with regard to compliance and enforcement.
- Must be able to establish and maintain good working relationships.
- Critically review policy and procedure documents, statutes, and administrative rules.
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Bachelor's degree in public health sciences, education, or related field and 3 years of related experience, Master's degree in a public health-related field may substitute for 1 year of experience.

Driver's License
Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S. §36-113.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award-winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing Tammy.Kaczmarek@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.