Constituent Affairs Specialist (CYFD/OOA #10112576)

Posting Details At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote well\-being, and strengthen families. Whether you are in the field supporting families face\-to\-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long\-lasting impact. Join a team that values integrity, resilience, and service and be part of meaningful change for New Mexico's future. THIS POSTING MAY BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANTS LISTS MAY BE SCREENED MORE THAN ONCE. * APPLICATIONS SUBMITTED WITHOUT WORK EXPERIENCE OR A RESUME WILL NOT BE CONSIDERED. IF ATTACHING A RESUME, RESUME MUST INCLUDE DATES OF EMPLOYMENT FOR EACH JOB (MONTH and YEAR) AND DETAILS OF WORK EXPERIENCE/JOB THE INCUMBENT FOR THIS POSITION MAY BE HOUSED IN THE FOLLOWING LOCATIONS: ALBUQUERQUE, SANTA FE, OR RIO RANCHO.. Why does the job exist? The constituent advocacy specialist position exists, to provide high quality, customer support, and advocacy for the Children, Youth and Families,we serve. The Constituent Advocacy team is the first point of contact for all complaints/grievances, questions, concerns, informational needs, and any other issue that community members need personalized assistance with to resolve. Constituent Advocates, intake complaints by phone call, email, virtual/in person meetings, via mail, text, etc. The specialist reviews a case in the system to gather relevant details and facts, writes up a summary of the complaint, and assigns the complaint to the field chain of command that is assigned to the case. The specialist provides a deadline per policy and procedure, and follows up with the assigned chain of command, until the constituent has received a call back and resolution to their complaint. The specialist documents all of their work in a database called Everest to ensure tracking and accountability. The specialist is cross trained in covering the intake line for the constituent manager as OIC and screening/assigning to a specialist for advocacy . The specialist is also cross trained to cover High Priority Governor's Office/Legislators complaints and ensures timely follow up within 1 business day of receipt of the complaint. The constituent specialist is trained to cover the JJS SAP 05 Hotline and Kiosk system for screening abuse and neglect of clients housed in CYFD JJS facilities and reintegration centers when needed, and as OIC when the manager is out. How does it get done? Assigned Intake callbacks, information gathering, 30% Completing research, case reviews, understanding and recognizing if there is a child or foster parent bill of rights violation, and summarizing of a constituent complaint takes up 30%. Documentation of all efforts to collaborate and resolve the concerns are to be entered into Everest within 24 hours of taking the complaint 20%. Follow up and advocacy efforts until resolution takes up 20%. Minimum Qualification Associate's Degree in Social Work, Psychology, Guidance and Counseling, Education, Sociology, Criminal Justice, Criminology, Family Studies/Services, Social Sciences, or Human Services and one (1\) year of experience as a social work assistant and/or in social or community coordination, working with communities, working on health or social service related matters, social work/case management experience, and/or behavioral health care. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling three (3\) years may substitute for the required education and experience. Employment Requirements Must possess and maintain a valid Driver's License. Pre\-employment background investigation is required and is conditional pending results. Working Conditions Work is performed in an office setting: late hours and weekends work may be required. Will be exposed to regular periods of video display terminal and keyboard usage and stressful situations. Travel may be required. Incumbent will work under stress and frequent time constraints. Supplemental Information Do you know what Total Compensation is? Click here Agency Contact Information: Kaitlyn Eichers (505\) 681\-2486 Email For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement. Bargaining Unit Position This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.