Remote Ombudsman: Intake & Case Specialist

Remote Jobs; United States; Remote; USD 37,000 - 51,000; Full time

Benefits offered by this job

Health benefits

ASRS retirement

Paid holidays

Paid vacation & sick leave

Parental Leave

Tuition Reimbursement

Wellness plans

Transit subsidy

Job summary

The Department of Economic Security (DES) is seeking a Program Project Specialist 2 to deliver confidential, impartial issue resolution across all DES programs. You will be the primary intake point for client concerns, route cases via Salesforce, and help develop standard work procedures to improve productivity.

This role may offer a remote work option within Arizona, with a focus on equitable outcomes and strong collaboration with advocates, managers, and leadership.

Qualifications

• Experience handling confidential client inquiries with neutrality and empathy.
• Familiarity with DES programs, policies, and client navigation workflows.
• Ability to design, implement, and evaluate standard work procedures across an organization.

Responsibilities

• Process inbound confidential client concerns from multiple channels (web, email, forms).
• Use Salesforce to route cases to DES division advocates.
• Track case progress and ensure timely closures with quality responses.
• Design and implement standard work procedures to streamline workflows.

Skills

Analytical skills

Interpersonal skills

Communication skills

Empathy

Discretion

Education

Associate degree or equivalent

Tools

Salesforce

Job description

The Department of Economic Security (DES) is seeking a Program Project Specialist 2 to deliver confidential, impartial issue resolution across all DES programs. You will be the primary intake point for client concerns, route cases via Salesforce, and help develop standard work procedures to improve productivity.

This role may offer a remote work option within Arizona, with a focus on equitable outcomes and strong collaboration with advocates, managers, and leadership.