DEPARTMENT OF ECONOMIC SECURITY

Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration ( FAA) 
Maricopa 1 Customer Care Centers ( Chandler and Phoenix Locations)
125 East Elliot Road, Chandler, AZ 85225
OR
8620 North 22nd Avenue, Phoenix, AZ 85021

Salary: $18.6159/Hourly ($38,721.07 Annually) 

Grade: 18

Closing Date: July 2, 2024

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!

If you enjoy helping people and being recognized for your efforts, a customer service career at the Arizona Department of Economic Security (DES) is the job for you. As an Eligibility Interviewer, you will determine eligibility for Arizonans in need of Nutrition Assistance, Medical Assistance and/or Temporary Assistance to Needy Families. This is an ideal position for an individual who is highly motivated, has decision-making skills, can work independently and multi-task in a fast-paced call center environment, and can provide quality interaction and communication with our clients. If you are passionate about making Arizona stronger by helping Arizonans reach their full potential, we want to see you join our team!!!

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.

Essential Duties and Responsibilities include but are not limited to:

● You will be working in a call center environment, assisting individuals and families by phone.
● You will be attending paid classroom training with on the job training (learning by doing).
● Provide excellent customer service by phone to individuals and families facing challenging and personal situations.
● Collect and gather information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
● While talking to the individuals and families by phone, you will complete the application process and interview process, by entering data on a computer and accessing multiple screens.
● Adhere to agency standards in a high-volume call center, measured by metrics, attendance, service levels, accuracy, and timeliness.

Knowledge in:
● Customer service practices.
● Computer navigation of various software applications, including but not limited to Google Suite or Microsoft.

Skills in:
● Strong written and verbal communication.
● Customer friendly, empathetic and patient.
● Computer experience; typing, navigating and using multiple computer systems on multiple screens while talking to the client by phone.
● Core math skills, including but not limited to, addition, subtraction, multiplication and division.


Ability to:
● Evaluate and make appropriate decisions (or determinations).
● Access, maintain, review and interpret information.
● Work independently as well as interacting with others on a team.
● Review and explain eligibility requirements with applicants of diverse backgrounds and guide them to resources as part of the interview process.

The ideal candidate for this position will have:

● One (1) year of experience performing eligibility reviews or one (1) year of customer service experience.

● 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).

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 (pilot program)
● 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
● Flexible schedules to create a work/life balance

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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

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.

For questions about this career opportunity, please contact Jennifer Honhoinewa at jhonhoinewa@azdes.gov.

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 jhonhoinewa@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.