Working Title: Contact Center Triage Research Specialist
Job Class: Human Services Program Specialist 1
Agency: Human Services Dept
-
Job ID: 96557
-
Location: St. Paul
-
Telework Eligible: Yes
-
Full/Part Time: Full-Time
-
Regular/Temporary: Unlimited
-
Who May Apply: Open to all qualified job seekers
-
Date Posted: 08/22/2026
-
Closing Date: 09/09/2026
-
Hiring Agency/Seniority Unit: Human Services Dept / MAPE DHS Central Office
-
Division/Unit: Department of Human Services (DHS) / Office of Inspector General (OIG)-BGS ESO Contact Center 1
-
Work Shift/Work Hours: Day Shift / 8:00 a.m. - 4:30 p.m.
-
Days of Work: Monday - Friday
-
Travel Required: Yes
-
Salary Range: $24.40 - $35.30 / hourly; $50,947 - $73,706 / annually
-
Classified Status: Classified
-
Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
-
FLSA Status: Nonexempt
-
Designated in Connect 700 Program for Applicants with Disabilities: Yes
The Department of Human Services (DHS) is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DHS does not participate in E-Verify.
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
**This position is eligible for telework for applicants who reside in Minnesota or in a bordering state, with supervisory approval and satisfactory performance. If you live in a state bordering Minnesota, you must live within 50 miles or less from the primary work location to be eligible for telework.
**Approximately, up to 5% travel.
This position is responsible for conducting background studies in accordance with the Human Services Background Studies Act (245C). Background studies are conducted on individuals who will have contact with vulnerable (child or adult) populations; and in compliance with requirements of licensed, and/or non-licensed human service and health programs. This position accesses a range of study subject records and information that are obtained from specific sources such as online databases, registries, and repositories; including sources maintained by the Federal Bureau of Investigation (FBI).
As a Fee-for-Service enterprise model, the division measures effectiveness, efficiency, and stakeholder satisfaction through regular reviews of business intelligence data by managing and measuring the volume of studies, study complexity, and time to complete studies. The Background Studies Division is situated within the Office of Inspector General (OIG). Background Studies enterprise also administers and performs rap back services; employment and licensure verifications; disqualification reconsiderations, set asides and variances; preponderance of evidence, statutory comparisons, rescissions, expungements, administrative fair and contested case hearings, and litigation.
Responsibilities include but are not limited to the following:
-
Provide direct customer service support and background study reviews.
- Gathers and reviews a variety of records to determine if the applicant is disqualified.
-
Responds to phone calls and emails from providers, vendors, and applicants.
- Makes decisions when the information is clearly defined.
**To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.**
Two (2) years advanced administrative support, paraprofessional, or technical experience with background study processes; OR
Associate or higher degree in criminal justice, law enforcement, paralegal, or human services and one (1) year advanced administrative support, paraprofessional, or technical experience with background study processes.
Experience must demonstrate the following:
-
Draft letters regarding compliance requirements.
-
Analyze results and make decisions independently.
-
Contact Center or in-person customer service experience.
-
Follow data privacy/records retention policy.
-
Reviewing and understanding court and/or criminal history records.
-
General knowledge and understanding of the following requirements:
-
Minnesota Statutes, Chapter 13 (the Minnesota Government Data Practices Act).
- Minnesota Statutes, Chapter 245A (the Human Services Licensing Act).
- Adam Walsh Child Protection and Safety Act of 2006 (Federal Law).
- Minnesota Statutes, Chapter 245C (the Human Services Background Studies Act).
- Minnesota Statutes, sections 626.556 (the Maltreatment of Minors Act), and Minnesota Statutes, section 626.557 (the Vulnerable Adult Act).
- All applicable Minnesota Rules pertaining to licensure by the Department of Human Services.
- Applicable federal laws and rules pertaining to conducting background studies related to prospective child foster care and adoptive placement.
-
Possess high standards for accuracy of work and must be able to work independently, consulting with leads or supervisors as needed.
-
Demonstrate an excellent use of grammar and syntax and must be able to convey legal and procedural information clearly and concisely with a minimum of oversight.
-
Variety of experiences working effectively with others from different backgrounds and cultures.
This position requires successful completion of the following:
It is the policy of the Department of Human Services that the individual selected for this position successfully complete a background investigation prior to employment, including the following components:
- Criminal background check
- Reference check
- Fingerprinting check (MNJIS/CJIS)
Complete the Criminal Justice Information System (CJIS) Security Awareness training within 3-business days from the start of employment; and successfully obtain/retain CJIS certification annually.
Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email [email protected]. For additional information about the application process, go to http://www.mn.gov/careers.
If you have questions about the position, contact Steven DeSpiegelaere at
[email protected].
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Carolyn Rice at [email protected].
If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Department of Human Services’ ADA Coordinator at 651-431-4945 or DEPARTMENT OF HUMAN
[email protected] for assistance.
WE MAKE A DIFFERENCE! The Minnesota Department of Human Services impacts the lives of 1.7 million people every year, helping them meet their basic needs so they can achieve their highest potential.
What do Minnesota's State employees have in common?
- A sense of purpose in their work
-
Connection with their coworkers and communities
-
Opportunities for personal and professional growth
As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
- Paid vacation and sick leave
- 12 paid holidays each year
- Low-cost medical, dental, vision, and prescription drug plans
- Fertility care, including IVF
-
Diabetes care
-
Dental and orthodontic care for adults and children
- 6 weeks paid leave for parents of newborn or newly adopted children
-
Pension plan that provides income when you retire (after working at least three years)
-
Employer paid life insurance to provide support for your family in the event of death
-
Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
-
Tax-free expense accounts for health, dental, and dependent care
- Resources that provide support and promote physical, emotional, social, and financial well-being
-
Training, classes, and professional development
-
Tuition reimbursement
- Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
-
A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
-
Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
-
Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.
EQUAL OPPORTUNITY EMPLOYERS
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
APPLICANTS WITH DISABILITIES
Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email [email protected] and let us know the support you need.
