Vulnerable Persons Protection Specialist 1 / Trainee (NY HELPS)

Duties Description

The Vulnerable Persons Protection Specialist (VPPS) 1 position will be assigned to work the Justice Center Information Line. Additionally, they will be required to assist with the VPCR Hotline, as needed. They will be responsible for:

• Serve as frontline representative supporting equitable public access to Justice Center Resources, agency programs, services, and community-based resources.
• Receive and access information from the Justice Center’s Information Line, which may include calls from the public, victims, family members, subjects, state legislators, media, etc.
• Assist individuals in navigating complex human services systems by explaining processes, eligibility requirements, application procedures, and available program options.
• Assist vulnerable or underserved populations in accessing information and services by providing guidance, referrals, and support tailored to individual circumstances and needs.
• Use broad knowledge of the Justice Center, its mission and unit’s roles, as well an ability to navigate the public website and job aids, to route callers appropriately to various agency units and numerous outside referral sources.
• Answer frequently asked questions with answers as provided by the Units and found in the Information Line Navigator.
• Utilize advocacy-based customer serv ice techniques to support callers in understanding available programs, resolving concerns, and accessing appropriate resources.
• Using judgement and decision making for recognizing and professionally handling highly sensitive calls and/or escalated callers. Ability to recognize when an issue needs immediate or Executive attention and bringing that to the Information Line Director or other Justice Center Division Heads, when appropriate.
• Maintain ongoing and open communication with direct supervisor, other program staff in the Information Line unit, as well as those in other JC units.
• Responding daily and/or routing any calls left in voice mail from after hours.
• Responding daily and/or routing any Webmaster inquiries.
• Skillfully using the VPCR to obtain all necessary details to provide best referral to callers with questions about an incident/case.
• Document all aspects of the information received, the action(s) taken and the assessment conducted.
• Ability to pivot, when needed, to answer VPCR hotline calls to an acceptable standard.
• Hours generally Monday-Friday 8:30am to 4:30pm, with adjusted work schedule as needed to meet needs.
  
  
  

Minimum Qualifications

• This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).
  
  
  

Current NYS Justice Center for the Protection of People with Special Needs employee with permanent, contingent-permanent or 55 b/c status as a Vulnerable Persons Protection Specialist 1 and interested in reassignment; OR Current New York State employee with one year or more of permanent, contingent-permanent, or 55b/c service in a position allocated to a Grade 16 and eligible for transfer under Section 70.1 of the Civil Service Law.

Vulnerable Persons Protection Specialist Trainee, NS=Grade 13:

• Bachelor's degree; or
• Associate degree in a human services field and one year ofexperience in one of the following:
• the direct provision of services that includes the care, review, investigation, assessment, treatment, or case planning for persons in facilities or program covered by the Protection of People with Special Needs Act of 2012; or
• the development, implementation, or administration of a program that provides quality assurance, conducts incidents reviews, investigates, or provides treatment in facilities or program covered by the Protection of People with Special Needs Act of 2012; or
• where your primary responsibility (at least 50% of your official duties) was in the direct provision of adult or child protective services, which is defined as the investigation, assessment, treatment, and/or case planning of reported cases of adult or child abuse and maltreatment; or
• Three years of the above experience.
  
  
  

Vulnerable Persons Protection Specialist 1, Grade 16

• Bachelor's degree or higher in a human services field; or
• Bachelor's degree and completion of a one-year traineeship; or
• Associate degree in a human services field and two years of experience in one of the following:
• the direct provision of services that includes the care, review, investigation, assessment, treatment, or case planning for persons in facilities or program covered by the Protection of People with Special Needs Act of 2012; or
• the development, implementation, or administration of a program that provides quality assurance, conducts incidents reviews, investigates, or provides treatment in facilities or program covered by the Protection of People with Special Needs Act of 2012; or
• where your primary responsibility (at least 50% of your official duties) was in the direct provision of adult or child protective services, which is defined as the investigation, assessment, treatment, and/or case planning of reported cases of adult or child abuse and maltreatment; or
• Four years of the above experience.
  
  
  

Preferred Qualifications:

• Strong customer service and interpersonal skills with the ability to communicate effectively and professionally with diverse populations.
• Demonstrated ability to provide compassionate, trauma-informed, and advocacy-oriented support within a high-volume service environment.
• Knowledge of human services systems, community resources, and public assistance programs.
• Ability to access caller needs, identify appropriate resources, and facilitate effective referrals and service navigation.
• Strong verbal and written communication skills, including the ability to explain complex information clearly and accurately.
• Ability to manage sensitive or emotionally charged interactions with professionalism, empathy, and sound judgement.
• Demonstrated active listening, problem-solving, and conflict re-escalation skill.
  
  
  

For the duration of the NY HELPS Program, this title maybe filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to complete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Additional Comments

Established in 2013 by the Protection with Special Needs Act; The New York State Justice Center for the Protection of People with Special Needs (Justice Center) is charged with protecting over one million New Yorkers under the care or jurisdiction across six State Oversight Agencies. https://www.justicecenter.ny.gov/

The New York State Justice Center for the Protection of People with Special Needs (Justice Center) is an equal opportunity/affirmative action employer. NYS Human Rights Law prohibits discrimination because of age, race, creed, color, national origin, sexual orientation, gender identity or expression, military status, sex, disability, predisposing genetic characteristics, familial status, marital status, or status as a victim of domestic violence.

We offer a comprehensive benefits package, including:

• Holiday & Paid Time Off
• Public Service Loan Forgiveness (PSLF)
• Pension from New York State Employees’ Retirement System
• Affordable Health Care options
• Family dental and vision benefits at no additional cost
• NYS Deferred Compensation plan
• Access to NY 529 College Savings Program
  
  
  

Please note that specific benefits and programs may vary based on negotiating unit, current contract, and length of State service.

REASONABLE ACCOMMODATION: The New York State Justice Center for the Protection of People with Special Needs (Justice Center) provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the Office of Human Resources via email at jc.sm.deeo@justicecenter.ny.gov

NOTE ON FINGERPRINTING: Please be advised that should you accept a job offer with this agency, you may be required to be fingerprinted and pay for the cost of the fingerprinting fee.

NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the Justice Center’s Telecommuting Program Guidelines.