BENEFITS AND ELIGIBILITY SUPERVISOR

State of Arizona; Yuma (AZ); Hybrid; USD 56,000 - 57,000; Full time

Benefits offered by this job

Health insurance

ASRS retirement

Paid holidays

Parental Leave

Wellness plans

Tuition Reimbursement

Rideshare subsidy

Career Advancement

Job summary

Department of Economic Security in Arizona seeks a Benefits and Eligibility Supervisor to oversee programs that determine and issue public assistance and social services. The role emphasizes staff development, performance management, and policy implementation.

Work location is the Yuma Customer Care Center with potential for remote options within Arizona based on performance. The State supports flexible schedules, remote work opportunities, and a strong commitment to service and teamwork.

Qualifications

• High school diploma or equivalent education.
• One to three years’ experience performing eligibility work with FAA systems.
• Successful background and reference checks; E-Verify compliance.

Responsibilities

• Coaching and mentoring new Eligibility Interviewers daily throughout training.
• Help employees to meet department metrics.
• Conduct workshops and participate in hiring via interviews.
• Conduct quality reviews of case files; supervise daily activities of Production center agents.
• Answer inquiries regarding eligibility and service issues; monitor productivity and attendance.
• Train staff on procedures, provide feedback, and complete evaluations.

Skills

Coaching & mentoring

Staff supervision

Hiring interviews

Performance management

Customer service

Education

High school diploma

Job description

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 & ELIGIBILITY SUPERVISOR

Job Location:

Division of Benefits and Medical Eligibility Family Assistance Administration (FAA) Yuma Customer Care Center 1800 East Palo Verde Street, Yuma, Arizona 85364

Posting Details:

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

Grade: 21

Closing Date: October 15, 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. Come Join the DES Team!

The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Benefits and Eligibility Supervisor. The Benefits and Eligibility Supervisor supervises, plans, and coordinates the operations of a program of one or more benefits and eligibility units involved in the determination and issuance of public assistance and social service benefits, and is responsible for effective supervision and administration of the divisions eligibility program staff to include staff development and training, succession planning, performance management, and related activities. The Benefits and Eligibility Supervisor works with other managers and staff to evaluate and implement goals, responsibilities, policies and procedures of the division.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

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.

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):

The ideal candidate for this position will have:

• High school diploma or equivalent education
• One to Three 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:

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• 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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

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 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.