Contact Center Triage Research Specialist / Human Services Program Specialist 1

Location: St. Paul
Telework Eligible: Yes (applicants must reside in Minnesota or a bordering state within 50 miles of the primary work location)
Full/Part Time: Full-Time
Regular/Temporary: Unlimited

About the role

The Department of Human Services (DHS) plays a critical role in developing policies, providing essential services, and improving the well-being and quality of life for all Minnesotans. This position conducts background studies in accordance with the Human Services Background Studies Act (245C) on individuals who will have contact with vulnerable (child or adult) populations, ensuring compliance with requirements of licensed and non-licensed human service and health programs.

The Background Studies Division operates as a Fee-for-Service enterprise model, measuring effectiveness, efficiency, and stakeholder satisfaction through business intelligence data, including study volume, complexity, and completion time. The division also administers rap back services, employment and licensure verifications, disqualification reconsiderations, set asides, variances, preponderance of evidence reviews, statutory comparisons, rescissions, expungements, administrative hearings, and litigation.

Approximately 5% travel is required.

Responsibilities

• Provide direct customer service support and conduct background study reviews.
• Gather and review a variety of records to determine if an applicant is disqualified.
• Respond to phone calls and emails from providers, vendors, and applicants.
• Make decisions when information is clearly defined.
• Access records and information from sources such as online databases, registries, repositories, and the Federal Bureau of Investigation (FBI).

Requirements

• Two (2) years of advanced administrative support, paraprofessional, or technical experience with background study processes; OR an Associate or higher degree in criminal justice, law enforcement, paralegal, or human services and one (1) year of such experience.
• Experience must demonstrate:
  • Drafting letters regarding compliance requirements.
  • Analyzing results and making decisions independently.
  • Contact Center or in-person customer service experience.
  • Following data privacy and records retention policies.
  • Reviewing and understanding court and/or criminal history records.
• Successful completion of a background investigation prior to employment, including:
  • Criminal background check.
  • Reference check.
  • Fingerprinting check (MNJIS/CJIS).
  • Completion of Criminal Justice Information System (CJIS) Security Awareness training within 3 business days of employment and annual recertification.

Preferred Qualifications

• General knowledge and understanding of:
  • Minnesota Statutes, Chapter 13 (Minnesota Government Data Practices Act).
  • Minnesota Statutes, Chapter 245A (Human Services Licensing Act).
  • Adam Walsh Child Protection and Safety Act of 2006 (Federal Law).
  • Minnesota Statutes, Chapter 245C (Human Services Background Studies Act).
  • Minnesota Statutes, sections 626.556 (Maltreatment of Minors Act) and 626.557 (Vulnerable Adult Act).
  • Applicable Minnesota Rules pertaining to DHS licensure.
  • Applicable federal laws and rules for background studies related to prospective child foster care and adoptive placement.
• High standards for accuracy and ability to work independently with minimal oversight.
• Excellent grammar and syntax, with the ability to convey legal and procedural information clearly and concisely.
• Experience working effectively with diverse backgrounds and cultures.

Pay

$24.40 - $35.30 / hourly
$50,947 - $73,706 / annually

Schedule

Day Shift: 8:00 a.m. - 4:30 p.m.
Days of Work: Monday - Friday

Benefits

• Paid vacation and sick leave.
• 12 paid holidays each year.
• Low-cost medical, dental, vision, and prescription drug plans.
• Fertility care, including IVF, and diabetes care.
• Dental and orthodontic care for adults and children.
• 6 weeks paid leave for parents of newborn or newly adopted children.
• Pension plan providing income after retirement (vesting after 3 years).
• Employer-paid life insurance.
• Short-term and long-term disability insurance.
• Tax-free expense accounts for health, dental, and dependent care.
• Resources promoting physical, emotional, social, and financial well-being.
• Career development support:
  • Training, classes, and professional development.
  • Tuition reimbursement.
  • Federal Public Service Loan Forgiveness Program (eligibility varies by position).
• Employee Assistance Program (EAP) for work/life support, including:
  • Mental health, relationship challenges, grief and loss, finances, and legal issues.
  • Daily living/convenience services (chore services, home repair, trip planning, child/elder care).

Benefits eligibility varies based on employment type, agency, funding, union agreements, location, and length of service.