Division of Benefits and Medical Eligibility 
Family Assistance Administration (FAA)
Triage Customer Care Center
1800 East Palo Verde Street, Yuma, Arizona 85365 

Salary: $17.3500/ Hourly ($36,088.00 Annually)  

Grade: 16

Closing Date: November 20, 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 Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Triage Customer Service Representative. This position will, under minimal supervision, be working independently, will interpret and apply established Policy and Procedures to resolve customer inquiries and determine the customer needs for services requested for the programs such as Nutrition Assistance (NA), Temporary Assistance for Needy Families (TANF), Medical Assistance (MA), and State Programs administered by the Division of Benefits and Medical Eligibility (DBME). This position will use the state system to record and research complaints on benefit eligibility, amount of benefits, technical issues, notices, federal regulations, and case statuses. The Triage Customer Service Representative will provide resolution of non eligibility related issues (fair hearings, medical emergencies, restoration of benefits, etc.). This position will confer with customers to gather additional information to resolve complaints or issues, explain case facts to customers and offer community or other support options.

Essential Duties and Responsibilities include but are not limited to:

• Assist customers by phone in an inbound call center setting while reviewing and entering information in various computer systems to determine what steps to follow in the appropriate standard work to place customers in the workflow or provide assistance that resolves the customer’s call
  
• Educate customers of Self-Service options and assist with various assigned call types to help the customer with the reason for their call
  
• Conducts a complete range of eligibility related customer service functions, which includes research, compile information and analyze policies and procedures to resolve complex customer issues
  
• Respond to difficult, time sensitive complaints and feedback while referring customers to an internal resolution team for unresolved eligibility complaints and provide conflict de-escalation in dealing with emotional or irate customers
  
• Issue EBT Cards following established policy and procedures, completion of EBT log, and assisting customers
  with submitting requests for Electronic Benefits Replacement and process requests to mail Voter Registration forms to customers

Knowledge of:

• Customer service practices and techniques
  
• English language for sentence structure, composition, content, spelling, and grammar
• Program rules, regulations, policies and procedures, and computer systems

Skills in:

• Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
  
• Effective time management, organization, and prioritizing tasks
  
• Use of computer applications and computer navigation

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards
  
• Service Orientation , actively looking for ways to help people.
  
• Engage critical thinking using logic and reasoning.

The ideal candidate for this position will have:

• At least one year experience in a direct contact, customer service environment.
• Experience in a call center environment strongly preferred.
• Proficiency in Google Workspace or Windows Office Suite desired.

• 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

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 us Steven Pollock at spollock@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 spollock@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.