Office of the Director (OOD)
1717 West Jefferson Street, Phoenix, Arizona 85007

Salary: $51,500 - $61,270 

Grade: 21

Closing Date: January 1, 2025  

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!

DES is seeking an experienced and highly motivated individual to join our team as an Assistant Ombudsman. This position 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 business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords 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 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 on behalf of the Ombudsman.
• Makes recommendations to improve training, policy and procedures. Helps draft and review policy and procedures. Reviews final policy to evaluate the impact on the ADES 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 DES Division and Regional Meetings on behalf of the Ombudsman's Office. Attends Statewide meetings, conferences and seminars to learn best practices, ideas for continuous improvements and cost effective improvements for the Office of the Ombudsman and DES.
• Conducts statewide training on Customer Relations and Conflict resolutions. Trains and makes presentations to community organizations and entities on how to navigate the ADES system and on how to make an effective complaint or how to initiate an appeal.

Knowledge of:

• Federal and State Law and government policies and procedures
• Office programs such as Word, Excel, Google Suite
• Procedures for working with material of a confidential nature.
• Appropriate use of grammar, punctuation, and formatting various documents
• Basic program rules, regulations, and operations procedures

Skills In:

• Critical thinking, reading and comprehension
• Social Perceptiveness
• Judgment and Decision Making
• Planning, organization, prioritizing and time management
• Complex Problem Solving
• Managing multiple priorities
• Utilize electronic document filing system

Ability to:

• Strong communications skills, both written and oral
• Respond promptly and provide clear and specific directions under time sensitive circumstances
• Multi-task and complete work within required timelines
• Work with the public
• Working in an environment that requires confidentiality to be maintained

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.

• If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• 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

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 us Yolanda Knori at 480-435-0897 or 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 Yolanda Knori at 480-435-0897 or OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.