Computer Support Specialists - 03041

Responsibilities

• Receive calls and correspondence from other NYS agencies and record next steps and outcomes regarding complaints.
• Monitor reports in the complaint database.
• Conduct safety checks on reported allegations of abuse.
• Independently navigate NIMRS, Concerts and MHPD to complete both complaint and safety check job duties.
• Independently navigate Verizon Virtual Contact Center to receive contacts to Customer Relations.
• Create, enter, modify, and update complaints into NIMRS database.
• Monitor complaint database for timely and quality complaint response.
• Assist Field Office complaint staff with troubleshooting complaints in NIMRS.
• Assist providers (users) with troubleshooting safety checks in NIMRS.
• Monitor and coordinate with providers to ensure safety check contacts are correctly entered in MHPD.
• Provide technical assistance to users regarding entering data for incidents and running reports from the NIMRS menu.