DEPARTMENT OF ECONOMIC SECURITY

Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Address: 6010 North 57th Drive
Glendale, Arizona 85301

Salary: $ 27.1409 /hourly

Grade: 22

Closing Date: April 29, 2025

Would you like to be apart 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. 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 Manager with the Glendale Field Office. This position is responsible for managing and overseeing the day-to-day operations of a Field office that determines eligibility for Nutrition Assistance (NA), Cash Assistance (CA), Medical Assistance (MA) and Temporary Assistance for Needy Families (TANF) based on the established Federal and State rules, regulations, policies and procedures. 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!

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:
• Training, coaching, counseling, mentoring, approves leave and training request, accommodates alternate work schedules (after receiving approval from the region office), evaluates work performance and performs other management functions to ensure the office meets Federal and State requirements in the issuance of benefits for the NA, CA, and MA programs.
• Reviews productivity levels and productions schedules to meet changing priorities of the local office in order to assist customers. Reviews and monitor quality of work performed, accuracy rate, timeliness, and quality.
• Confers with Benefits and Eligibility Manager Senior and other Benefits and Eligibility Managers to develop and implement local office procedures to ensure compliance with federal and state laws, recommends regional changes, and workflow changes for consideration.
• Completes performance evaluations, elevates employee misconduct concerns, occasionally acts as a witness to issuance of disciplinary actions.
• Attends and participates in work groups involving region and field office process improvements, attends management/departmental meetings and communications updates with staff. Meet with community groups/organizations for the purpose of establishing and maintaining effective working relationships.
• Reviews and responds to incoming correspondence from internal/external customers, writes detailed reports relating to local office activities, works with the Benefits and Eligibility Manager Senior to develop and implement program/office goals and objectives; Interprets program policies and procedures based on established Federal and State rules and regulations including the IGA.

Knowledge in:
• Process improvement and Arizona Management System (AMS).
• Federal and State laws, statutes, regulations, policies and procedures pertaining to public assistance programs.
• Computer programs/systems utilized by Family Assistance Administration (FAA) for eligibility determinations such as, Arizona Technical Eligibility Computer System (AZTECS), OnBase, etc.
• Google tool application such as Gmail, Google Docs, Google Sheets, etc.
• Considerable knowledge of communication, conflict resolution, mediation and collaboration techniques.
• Leadership and team building methodologies.

Skills In:
• Excellent written and oral communication skills to convey a wide variety of information.
• Project planning, organization, management, and communication.
• Managing workflow based on rapid changing customer volume.
• Managing and balancing a variety of management and administrative functions.
• Independent problem solving analyzing, and decision-making skills for complex issues related to the field office.
• Implementing and monitoring performance measures established by the Division.
• Customer service, interviewing, listening, negotiation, monitoring, evaluation and supervision.

Abilities to:
• Operational needs, establish priorities, and analyze complex issues and implement established operational procedures.
• Manage supervisors/employees with diverse skills, educational, and cultural backgrounds.
• Work independently while functioning as an integral part of the Region’s management structure.
• Model integrity, confidentiality, dependability, and quality customer service, as well as the ability to mentor and instill these values in others.
• Manage conflict and resolve problems at the field office level.
• Communicate vision and direction, lead by example, promote continuous learning, and develop staff skills.
• Read, understand and implement department and administrative policies and procedures.
• Plan, analyze and coordinate activities, establish priorities for local office staff, propose office procedures, coach, counsel, mentor, and lead in a fast-paced environment.

The ideal candidate for this position will have:
• One year of leadership, management/supervisor experience in a field office setting or social service agency.
• At least two years of Division of Benefits and Medical Eligibility, Family Assistance Administration eligibility determination 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 check; 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 Dursula Colter at 480-267-3695 or at Dcolter@azdes.gov.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-771-2909. Requests should be made as early as possible to allow time to arrange the accommodation. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.