Protective Services Specialist 2

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Excellent benefits

Generous leave accrual

12 paid holidays

Job summary

Senior & Disabilities Services is seeking a detail-focused professional to lead the Central Intake Unit, handling reports involving vulnerable adults. You will assess urgency, document in Harmony, and route cases received by multiple channels while upholding timelines and policy.

The role emphasizes strong judgment, communication, and care in managing sensitive information within a public service environment in Alaska.

Qualifications

• Analytical Thinking/Problem Solving: logical, systematic approach to address issues.
• Customer Service: assess needs, provide information, resolve problems.
• Integrity/Honesty: uphold ethical conduct and trust.
• Interpersonal Skills: empathy, tact, and cultural awareness.
• Oral Communication: clear, audience-aware speaking.
• Writing: correct grammar and organized written communication.
• Professionalism: accountability and ethical behavior in work.

Responsibilities

• Lead in receiving, assessing, and processing reports involving vulnerable adults.
• Review allegations of abuse, neglect, or exploitation and set priorities by urgency and severity.
• Document and route reports through Harmony; handle reports by phone, fax, email, or walk-ins.
• Ensure all reports meet required timelines and follow policies and procedures.

Skills

Professionalism

Analytical Thinking

Customer Service

Integrity/Honesty

Interpersonal Skills

Oral Communication

Writing

Education

Training in social science or related field

Job description

What you will be doing

In this role, working in the Central Intake Unit, you will take the lead in receiving, assessing, and processing reports involving vulnerable adults. You will review allegations of abuse, neglect, or exploitation and determine how they should be prioritized based on urgency and severity. You will document and route reports through the Harmony system while also handling those received by phone, fax, email, or walk-ins. You will ensure every report is processed within required timelines and in alignment with established policies and procedures. To succeed in this position, you will rely on strong attention to detail, sound judgment, and clear communication as you manage sensitive information with accuracy and care.

Our organization, mission, and culture

Our mission at Senior & Disabilities Services is to promote health, well-being, and safety for individuals with disabilities, seniors, and vulnerable adults by facilitating access to quality services and supports that foster independence, personal choice, and dignity. Adult Protective Services staff contribute to the division's mission by working with individuals, providing a variety of available services, helping them make informed decisions about those services, and supporting their ability to care for themselves.

The benefits of joining our team

Join a dedicated and supportive team of professionals committed to protecting the health, safety and well-being of vulnerable Alaskans. You will have the opportunity to make a meaningful difference in your community while developing your skills and building a rewarding career in public service. We provide a supportive environment that appreciates and values the contribution of each employee.

Employees also enjoy excellent benefits, including meaningful work, generous leave accrual, and 12 paid holidays annually. We would love to have you join us.

The working environment you can expect

The office is located in Northeast Anchorage (1835 Bragaw Street). It is near Costco, East High School. Parking is readily available at the office.

After successfully completing the training period, this position may offer a hybrid telework schedule on a rotating 5-week cycle, consisting of two weeks in the office and three weeks working from a home office.

Who we are looking for

The ideal candidate will possess some or all of the following position-specific competencies in addition to the minimum qualifications listed below:

Professionalism

Consistently displays the collection of competencies and skill expected of a professional. Professionalism is defined by its key behaviors including being accountable for actions and assigned projects; practicing efficient work habits to effectively manage time and workload; clearly communicating and expressing thoughts and ideas in writing and in person; possessing the ability to understand how non-verbal communication impacts the workplace; working effectively as part of a team to achieve productive outcomes; and consistently demonstrating, emotional intelligence, integrity, and ethical behavior.

Analytical Thinking/Problem Solving

Uses a logical, systematic, and sequential approach to address problems or opportunities or manage a situation by drawing on one’s knowledge and experience base and calling on other references and resources as necessary.

Customer Service

Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside State government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

Integrity/Honesty

Contributes to maintaining the integrity of the organization; displays high standards of ethical conduct and understands the impact of violating these standards on an organization, self, and others; is trustworthy.

Interpersonal Skills

Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.

Oral Communication

Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

Writing

Recognizes or uses correct English grammar, punctuation, and spelling; communicates information (for example, facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material, that is appropriate for the intended audience.

Minimum Qualifications

Competency-Based Minimum Qualifications Instructions

This job class uses competency-based minimum qualifications.

Competency Description

The competency description(s) listed below have been designed to promote a common understanding of the essential elements of the job class. They highlight the more general and customary knowledge, skills, abilities (KSAs), tasks, and behaviors used to describe the competency. They typically list expectations instead of specific tasks and are to be used only as parameters and guidelines. A competency’s description is not intended to exclusively define every KSA, task, and behavior needed to meet the competency successfully, but rather to provide the manager/agency with a broad reference of options as to how an applicant can meet the job expectation.

Any combination of education and/or experience that provides the applicant with competencies in

Analytical Thinking/Problem Solving:

Uses a logical, systematic, and sequential approach to address problems or opportunities or manage a situation by drawing on one’s knowledge and experience base and calling on other references and resources as necessary.

Customer Service:

Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside State government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

Integrity/Honesty:

Contributes to maintaining the integrity of the organization; displays high standards of ethical conduct and understands the impact of violating these standards on an organization, self, and others; is trustworthy.

Interpersonal Skills:

Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.

Oral Communication:

Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

Writing:

Recognizes or uses correct English grammar, punctuation, and spelling; communicates information (for example, facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material, that is appropriate for the intended audience.

equivalent to those typically gained by

Training in a social science, behavioral science, health science, guidance and counseling, or a closely related field and/or progressively responsible professional experience providing assistance, information or referrals to the general public related to social services, health care, or legal services; in child, adult, family, or group case management, licensing, or probation services; or providing care or services to delinquent juveniles.

“Typically gained by” means the prevalent, usual method of gaining the competencies expected for entry into the job.

“Training” and “education” in this guidance are synonyms for the process of acquiring knowledge and skills through instruction. It includes instruction through formal and informal methods (such as classroom, on-line, self-study, and on-the-job), from accredited and unaccredited sources, and long-duration (such as a post-secondary degree) and short-duration (such as a sem