(PPS 2) EMS Certification Specialist

Performs senior-level or lead program support activities, including developing new processes for the EMS licensing management system for internal and external users. Answering complex customer inquiries from the Emergency Medical Service (EMS) community. Assisting with the preparation EMCT certification process. Responsible for responding to inquiries received via telephone, in person, or through applications and correspondence. Interprets statutes, rules, regulations, laws, policies, and procedures. Explain the online application process and procedures to applicants. Reviews each of the fields on the application for completeness and accuracy. Adheres to time application processing time frames. Refers unresolved customer grievances to designated departments for further investigation. This position is required to perform work at/attend meetings at alternate locations and/or travel when necessary.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

- Responsible for providing a high level of program support to emergency medical care technicians, including inquiries received via telephone, in person, or through applications and other correspondence. As a senior-level position, this role is expected to demonstrate exemplary program support skills and techniques that can be applied as a model across multiple programs.
-Cooperate with internal and external stakeholders to develop policies and procedures for the agency's new EMS licensing management system.
- Processing online applications in the certification EMCT database and issuing certification cards to eligible
applicants. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or
comments, as well as actions taken.
- Reviews records for accuracy and completeness of applications within the set time frame. Maintaining Certification files and performing archiving of files as directed. Tracks program goals and metrics to measure program time frames and overall performance.
- Participates in continuous quality improvement activities, and provides feedback and recommendations for updating program workflows and standard work to ensure that certification statutes and rules are consistently followed. May develop operating procedures, plans, and manuals, or prepare other technical or administrative reports.
- Completes certification verifications and maintains correspondence with NREMT and other in-state and out-of-state stakeholders regarding certification issues as requested. Other duties as assigned as related to the position.

Knowledge of:
- Excellent technology skills in a variety of software programs including Microsoft software programs, Google programs, Internet research; records management, and document control systems.
- Working with executive management.
- Including coordination of activities with diverse high-profile committees.
- Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.
Skill in:
-Customer service and administrative support
-Efficient and meets deadlines
-Excellent oral and written communication
-Efficient and accurate data entry and validation.
-Strong organizational skills.
-Decision-making skills.
Abilities to:
-Demonstrate problem-solving and initiative in job-related function
-Adaptable, multi-task, and manage multiple projects
-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.

Associate's degree in a related field (emergency medical certifications or EMS) with 3 years of work experience or 5 years of work related experience in dealing with upper level management and/or program/project support, may be considered in lieu of a degree.

If position is required to drive on state business, the position will require the possession of and ability to retain a current, valid
state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license
record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code
R2-10-207.11).

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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 calling (602) 542-1085. 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.