Intake & Case Resolution Specialist (Remote)

Arizona Department of Administration; Phoenix (AZ); Hybrid; USD 37,000 - 51,000; Full time

Benefits offered by this job

Paid holidays

Vacation and sick time

Parental Leave

Tuition Reimbursement

Wellness plans

Rideshare subsidy

Career development opportunities

Job summary

The Arizona Department of Economic Security (DES) seeks a Program Project Specialist 2 to join the Ombudsman Office in Phoenix. This role serves as the primary intake for client concerns, routes cases via Salesforce, and ensures confidential, impartial resolution across DES programs.

The position involves designing procedures, monitoring workflows, and preparing clear case summaries for advocates and leadership. Remote work options within Arizona may be available based on performance and needs.

Qualifications

• Experience evaluating confidential client inquiries from multiple input channels.
• Ability to design and implement standard work procedures across the organization.
• Strong writing and reporting skills for executive reporting and case summaries.

Responsibilities

• Process incoming confidential client concerns from web forms, emails, voicemails, and referrals.
• Utilize Salesforce to assign and distribute cases to the DES division advocates.
• Track case progress, review responses for quality, and manage formal case closures.
• Design, develop and implement standard work procedures across the organization; manage workflows.
• Contact clients to collect details and enable divisions to resolve issues effectively.
• Report trends and concerns to the Assistant Ombudsman; make training recommendations.

Skills

Case evaluation

Interpersonal skills

Communication

Analytical thinking

Time management

Education

Associate's degree or equivalent work experience

Tools

Salesforce

Case management systems

Job description

The Arizona Department of Economic Security (DES) seeks a Program Project Specialist 2 to join the Ombudsman Office in Phoenix. This role serves as the primary intake for client concerns, routes cases via Salesforce, and ensures confidential, impartial resolution across DES programs.

The position involves designing procedures, monitoring workflows, and preparing clear case summaries for advocates and leadership. Remote work options within Arizona may be available based on performance and needs.