DEPARTMENT OF ECONOMIC SECURITY

Division of Child Support Services (DCSS) 
Customer Care Call Center
Location is Based on Closet Client-Facing Office to Successful Candidate's Arizona Residence

Salary: $50,000 - $54,863.95 

Grade: 20

Closing Date: November 21, 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!

The DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Unit Supervisor with the Customer Care Call Center. This position is responsible for supervising a Child Support Services unit responsible for responding to a high volume of incoming calls and email messages from custodial and non-custodial parents, caretakers, employers and other jurisdictions within required regional time frames.

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:

- Schedule and set workload priorities.
- Coach and mentor staff.
- Conduct timely performance evaluations and discipline of personnel within the assigned unit.
- Evaluate quality and timeliness of work product.
- Implement procedural changes and monitor efficiency.
- Ensure accuracy and timeliness of responses to customer inquiries.

Knowledge in:
- Strong understanding of principles and practices of leadership and team motivation.
- Federal, State and agency laws, regulations, rules and policies governing the appropriate work assignment.
- Administrative process for collecting child support payments; practices and procedures applicable to child support enforcement activities.

Skills in:
- Applying effective leadership techniques; coaching and mentoring staff.
- Experience organizing work assignments to meet objectives and goals.
- Analyzing and recommending resolutions to problems.
- Excellent communication (both oral and written).
- Establishing interpersonal relationships with leadership, direct reports and internal/external customers.
- Identifying process improvements and developing standard work;

Ability to:
- Learn the child support enforcement case management, policy and procedures.
- Independently supervise a team utilizing tools and concepts of Arizona Management System.
- Accurately analyze high volume of information, relevant legal and factual issues.
- Organize and control long and short-term projects.
- Build collaborative relationships with others.
- Work with established guidelines and follow set policies and procedures as related to job duties to ensure timeliness, data reliability and accuracy.
- Prioritize and identify the most appropriate tasks to achieve the unit/region planned outcomes;

The ideal candidate for this position will have:
- One (1) year supervisory experience; or two (2) years work experience equivalent to a CSS Officer 2 or unit lead experience in Arizona State Service. Any combination of training and experience that meet the knowledge, skills, and abilities (KSAs) may be substituted.
- Experience in leadership, organizing/processing workflow.
-Two (2) years of call center experience preferred

- Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency’s ability to reasonably accommodate any restrictions.
- Arizona Level One Fingerprint Clearance Card.
- 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. 
- 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 Dolores Williams at (602) 705-2685 or dolwilliams@azdews.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 calling (602) 542-8900. Requests should be made as early as possible to allow sufficient time to arrange the accommodation