BENEFITS AND ELIGIBILITY SUPERVISOR

State of Arizona; Somerton (AZ); Presencial; USD 31 000 - 44 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

ASRS retirement

Paid holidays

Parental leave

Transit subsidy

Career development

Resumo da oferta

The Department of Economic Security in Somerton, AZ is seeking a Supervisory role for Benefits and Eligibility to support the FAA Family Assistance Administration. This in-office position focuses on coaching staff, achieving performance targets, and overseeing production center activities to ensure accurate eligibility determinations.

Responsibilities include conducting interviews, handling inquiries, and maintaining compliance with procedures while promoting quality service to Arizonans.

Qualificações

• Knowledge of FAA programs and policies and how they apply to eligibility.
• Strong communication, interviewing and customer service skills.
• Ability to supervise diverse staff and conduct performance evaluations.

Responsabilidades

• Coach and mentor new Eligibility Interviewers during training.
• Meet department metrics and productivity goals.
• Lead interviews and participate in hiring processes.
• Monitor call quality and provide feedback to staff.
• Ensure procedures changes are communicated and staff trained.

Conhecimentos

Communication skills

Customer service

Leadership

Training

Problem solving

Interpersonal skills

Formação académica

High school diploma or equivalent

Descrição da oferta de emprego

DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

BENEFITS AND ELIGIBILITY SUPERVISOR

Job Location

Division of Benefits and Medical Eligibility, Family Assistance Administration (FAA), Triage Customer Care Center, 674 East Main Street, Somerton, Arizona 85350

Salary: $27.1065 Hourly ($56,381.52 Annually)

Grade: 21

Closing Date: October 29, 2026

Job Summary

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. This is an in-office position

Job Duties

• Coaching and mentoring new Eligibility Interviewers daily throughout training
• Help employees to meet department metrics
• Conduct workshops on various topics
• Participate in hiring by conducting interviews
• Conduct quality (case reads) reviews of case files
• Supervise daily activities of Production center agents during the center’s hours of operation
• Answer agent and customer inquiries regarding eligibility and service issues
• Ensure productivity goals are met including monitoring of attendance, login time, call time, wait time, not ready time, etc.
• Monitor, review, provide feedback and train staff on call quality and service delivered to customers
• Ensure timely and accurate notification to staff of procedure changes, provide training, and ensure compliance with the procedures
• Complete performance evaluations and personal actions

Knowledge, Skills & Abilities (KSAs)

Knowledge in:

• The various programs administered, and services provided by the Department.
• Communication techniques including telephone etiquette (voice quality, tone, articulation, listening skills, and interpersonal skills), written communication (spelling, grammar, and clarity), and problem resolution (detection, assessment, implementation, escalation and follow up).
• Personnel policies and procedures, federal law related to employees, and safety and accessibility standards required in the office and other work environments.
• Production standards and best practices.
• Production functions and experience as Benefits & Eligibility Specialist with direct interaction with customers.

Skill in:

• Written and verbal communication skills and ability to resolve customer concerns.
• Independent problem solving, analyzing, and decision-making skills for complex issues.
• Interpreting and understanding Supplement Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and AHCCCS/Medicaid (Medical Assistance) program policies and procedures.
• Organizational and interpersonal skills including prioritization of projects/tasks.
• Customer service, interviewing, listening, negotiation, monitoring, evaluation, supervision.

Ability to:

• Interpret and apply FAA program policies and procedures.
• Supervise employees with diverse skills, educational, and cultural backgrounds.
• Work independently while functioning as an integral part of the Agency’s management structure.
• Model integrity, dependability, and quality customer service, as well as the ability to mentor and instill these values in others.
• Communicate vision and direction, lead by example, promote continuous learning, and develop staff skills

Selective Preference(s)

• High school diploma or equivalent education
• One to Two years’ experience performing eligibility work with FAA systems

Pre-Employment Requirements

• 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.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us

For questions regarding this career opportunity, please contact Cristal Rodriguez at [e-mail]. 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 contacting [e-mail]. Requests should be made as early as possible to allow time to arrange the accommodation.