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 Department of Economic Security, Office of the Director, is seeking an experienced and highly motivated professional to join our team as an Assistant Ombudsman. The Office of the Ombudsman is a unique and one-of-a-kind office within DES. The Assistant Ombudsman is responsible for handling concerns and issues on behalf of the Director in an informal, confidential, neutral and non-partisan manner. They encounter situations where no clear criteria or standard exists and must use their analytical skills to make a sound and fair recommendation. The Assistant Ombudsman must look at all sides of an issue and have the expertise to independently determine the best resolution and the mediating skills to help all parties toward that resolution. The Assistant Ombudsman is authorized to facilitate mediations in an effort to prevent escalation of problems that have a negative impact on service to DES customers. In addition, the Assistant Ombudsman investigates complaints, interprets and recommends changes to policy, drafts reports and recommends resolution on behalf of the Ombudsman and DES Director.
This position may offer the ability to work remotely within Arizona based upon the department's needs and continual meetings 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, 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:
- Acts as the information source and responds to and resolves statewide internal and external complaints and concerns that are presented to the DES Director’s Office, Governor's Office, AZ Ombudsman Citizens' Aide, and Legislators from everyone including customers, other state entities, and out of state inquiries.
- Manage all complaints sent to the Division Client Advocates and ensure accuracy, timeliness, appropriate handling, and processes were followed.
- Represent the Voice of the Customer (VOC) based on customer feedback received through the Ombudsman's Office when assisting Divisions on improvement projects.
- Makes recommendations to improve training, policy and procedures. Helps draft and review policy and procedures. Offers suggestions for changes or revisions of existing policy.
- Researches and analyzes trends and the impact of policy on customers and the community in order to respond to high level requests for research and reviews from Assistant Directors and Administrators. Reports monthly to the Executive Leadership Team on trends, issues and concerns within DES, the communities and the state.
- Attends monthly meetings with divisional client advocates to discuss current processes, learn best practices, ideas for continuous improvements, and cost-effective improvements.
- Attends trainings for the DES divisional systems and is considered the Subject Matter Expert (SME) for the Ombudsman team on various systems.
This ideal candidate for this position will have:
- Certification in Facilitative Mediation or at least two years’ experience in conflict resolution, Mental Health First Aide
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
- Paid vacation and sick time
- Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child
- Deferred compensation plan
- Wellness plans
- Tuition Reimbursement
- Stipend Opportunities
- Infant at Work Program
- Rideshare and Public Transit Subsidy
- Career Advancement & Employee Development Opportunities
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 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 us at email OODHRstaffing@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 OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.