This position is responsible for the coordination and management level decision making related to WIC Local Agency Management Evaluations (MEs), WIC clinic and staff program compliance, ME policy direction and oversight, WIC complaint resolution, and investigations. Will meet with internal and external stakeholders to ensure programmatic issues are addressed and implemented appropriately and in accordance with required regulations. The incumbent will utilize continuous quality improvement (CQI) tools. This includes ensuring all standard work, metrics, local agency feedback, report development and corrective action plans are managed. This person will interface extensively with internal and external stakeholders and develop strong business relationships within the management team. This position will assist in the coordination for the day to day operations of the complaint call center and official case files in the complaint management application. This position will oversee development and production of WIC OPI clinic ad hoc and ensure accurate and timely reporting of data to USDA on monitoring and investigative activities. Responds promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations; fosters relationships. Focuses on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things. Identifies opportunities for use of solutions to improve efficiency and reduce waste. Works within guidelines of established methods; obtains, clarifies and provides information within established parameters. Prioritizes and plans work activities; sets goals and objectives; uses time efficiently; communicates activities and results as appropriate Works with minimal guidance; regularly participates in reviews of assigned and completed tasks.
Plan, develop and implement a comprehensive WIC Management Evaluation (ME) Plan to ensure compliance with all state and federal regulations and requirements in all federal functional areas. Ensure accountability and internal controls for participants and staff.
Oversight will include ensuring the development, revision and submission of the annual WIC State Plan and program policies and procedures to ensure PI principles and best practices. Provide training to local agency and state staff on clinic related PI policies and procedures.
Supervise and evaluate the effectiveness of the biannual WIC management evaluations of LAs; Certification; nutrition education; participant services; civil rights compliance; accountability; financial management systems; and food delivery systems. Ensure subordinates update processes and monitoring protocols as policies and procedures are revised.
Ensure subordinates maintain monitoring records reflecting results of the monitoring activities, prepare appropriate correspondence to the vendors and internal/external partners reflecting results/adverse actions. Ensure subordinates timely plan and participate in all administrative appeal processes.
Utilize the data warehouse in HANDS, WIC Direct (i.e. data visualization and reporting features) and Data Direct to increase monitoring efforts available with an electronic benefit transfer (EBT) platform.
Utilize business intelligence tools to develop simple query and reporting, fiscal reports, statistical analysis, complex multidimensional analysis, and data mining. Utilize Geo-Spatial data to identify potential fraud schemes.
Involves staff in decision-making and priority-setting, provides direct supervision of mid-career professional. Monitor and evaluate that staff are appropriately trained and performing at capacity. Provides leadership on interviewing and hiring to maximize complimentary staff skills; and provides leadership to ensure that staff disputes are resolved, with appropriate disciplinary action taken as needed.
Participate in management team, which includes collaboration with other bureau management, and develop operating policy and procedures. Work on various division level committees to address needs as assigned.
Represent the Program on advisory/planning committees to implement coordination activities between the nutrition and physical activity programs. Confers with and advises WIC local agencies and community and professional organizations on program matters.
Monitors project or area progress and escalates as appropriate. Develops methods to monitor project or area progress and takes corrective action. Manages project budget and resource allocation. Coordinates the definition of service levels and customer requirements. Works cross-functionally to solve problems and implement changes. Pro-actively and routinely identifies, mitigates and reports project risks.
Other duties as assigned as related to the position
Knowledge in:
-WIC functional areas to include; vendor management, nutrition services, management information systems, organization and management, food delivery and accountability, nutrition service administration finance, food fund management, caseload management, certification eligibility and coordination, monitoring and audits, and civil rights.
-Policies, and internal affairs, as it is related to employee, participant or vendor fraud, State and Federal agencies, community organizations, and administration of all compliance activities.
-Accounting concepts as it relates to fraudulent business schemes.
-The individual in this position must have a good knowledge of Federal WIC regulations, Arizona Revised Statutes, and Arizona Department of Administration personnel rules, policies, and practices governing investigations.
-Civil and criminal laws applicable in the State of Arizona, particularly State, Federal and local laws concerning fraud, misrepresentation, forgery and theft; the methods, techniques, procedures and practices of criminal investigations; court procedures, practices, rules and traditions; effective methods and techniques of undercover law enforcement work and surveillance; techniques and methods of investigative courses; interview and interrogation techniques and methods.
-Contemporary principles and practices of public health; public health programs at the local, state and federal levels; methods, procedures and techniques used in evaluation of health and nutrition programs; methods and techniques used in quality assurance.
-The administrative processes of federal/state legal systems;
-Federal/state court system procedures.
-Interviewing and discovery techniques
-Documentation requirements
-Case preparation for trial methodology
-Performance Management (PM), and Continuous Quality Improvement (CQI), Lean methodologies
Skill in:
-Work management and work leadership
-Oral and written communication
-Interpersonal relations, as applied to contacts with subordinate staff, manager and representative of other governmental agencies, community organizations and the public
-Analyzing and evaluating a variety of nutrition and health data to identify problems and make determinations regarding concepts, practices of administration of national, state and local public health delivery systems; of human resources and financial management.
-Strong customer service skills.
-Basic methods, techniques and practices of conducting investigations, examining and evaluating evidence.
-Techniques of writing concise and comprehensive reports
-Methods, techniques and practices of mediating and negotiating settlements.
Ability to:
-Plan, organize and direct the work of other. Provide leadership in all phases of administration of a health programs and services.
-Work with a wide variety of individuals and different local, state and federal organizations, to delegate and to function both as a manager and as a team member. -Balance, prioritize and organize multiple tasks.
-Work collaboratively in teams and across organizations. Build strong relationships inside and outside the organization
synthesize feedback and adjust plans accordingly .
-Project management skills
-Develop and write technical documentation.
-Leading team(s) to design solutions for clients.
-Apply problem resolution techniques.
-Analyze facts and to reach logical conclusions.
-Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
Bachelor's degree in public health nutrition, other health related field, public administration, or business management from an accredited college or university or 2 years of WIC experience at the federal, state or local level or 2 years experience in one of the 16 federal nutrition assistance programs.
Driver's License.
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 State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program
Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.
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 emailing nicole.zawacki@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.