Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Address:  5324 East Washington Street 
Phoenix, Arizona  85034

Salary: $ 19.2495 

Grade: 19

Closing Date: May 2, 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!

This position will assist the Maricopa 2 Region in maintaining and improving the quality of approved or denied Federal public assistance program cases including Nutrition Assistance (NA), Cash Assistance (TANF), and Medical Assistance (MA).

This position reviews program compliance with applicable Federal and State laws, rules, and regulations, and identifies and analyzes deficiencies in cases reviewed.  

The Region Management Analyst tracks office and individual error rates and delivers coaching, workshops, and quality improvement plans to the local office.  This position drives continuous quality improvement. 

Essential Duties and Responsibilities include but are not limited to:

• Reviews CATS data to obtain quality information. Conducts in-depth review of public assistance cases in both eligibility systems (HEA Plus & AZTECS) to verify accuracy of benefit determinations based on the established Federal and State rules, regulations, policies and procedures.
• Identifies and analyzes deficiencies on cases reviewed.
• Provides reports to Region Program Manager on quality trends and errors within the region.
• Manages and tracks all requests from the Office of Program Evaluation (OPE) regarding errors. Communicates with needed parties regarding results.
• Researches and validates findings using appropriate Policy Manuals.
• Conducts in-person root cause analysis (RCA) and other problem-solving techniques with office staff and provides feedback to assist in the prevention of future errors.
• Elevates needed policy clarifications.
• Drives continuous improvement; makes process improvement recommendations; participates in problem solving; creates and delivers refreshers and workshops relevant to the current error trends.
• Provides structured one-on-one coaching as requested.
• Provides guidance to Benefits and Eligibility Specialist (BES) staff and evaluates and provides written findings as needed.
• Performs eligibility-related work as required; interviews customers and completes cases to complete eligibility determination as necessary.

Knowledge In:

• Knowledge of Federal and State laws, statutes, regulations, policies, and procedures pertaining to NA, TANF, and MA public assistance programs.
• Knowledge of public assistance eligibility determination processes.
• Knowledge of computer programs/systems utilized by the Family Assistance Administration (FAA) for eligibility determinations, such as AZTECS, FAA online policy manual, HEAplus, OnBase, etc., Microsoft Word, Excel, Outlook, and PowerPoint.
• Knowledge of general understanding of the various programs administered and services provided by the Department.
• Knowledge of communication, conflict resolution, mediation, and collaboration techniques, including leadership and team building methodologies, analysis, and evaluation techniques and methods.

Skills In:

• Skills in interpreting and following policies and procedures.
• Skills in interview techniques to obtain accurate information.
• Skills in preparing documents, monitoring, and tracking automated activity, handling a high volume of work, and meeting established response times to resolve questions, issues, and discrepancies.
• Skills in analyzing data and accurately providing updates or needed plans of action.
• Skills in effective and active listening, verbal, and written communication.
• Skills in establishing and maintaining interpersonal relationships.
• Skills in the development and presentation of material for various audiences, using all available resources for resolutions.

Ability to:

• Ability to provide effective guidance and expertise in the area of assignment.
• Ability to review and evaluate program activities analytically and to develop effective plans and methods for program improvement, analyze errors and determine the cause of the error.
• Ability to adhere to strict state and federal time frames, meet performance measures and prioritize work activities to meet time frames.
• Ability to stay up to date on all policies and procedures pertaining to NA, TANF, and MA public assistance programs determined by the Family Assistance Administration (FAA).
• Ability to collaborate with others, work independently with established guidelines and follow set policies and procedures as related to job duties to ensure timeliness, data reliability, and accuracy.
• Ability to effectively use electronic messages as a communication tool, and understand alerts, worklists, tracking tools, and workload metrics.

The ideal candidate for this position will have:
Two or more years of eligibility experience in the Family Assistance Administration (FAA) or similar social services agency.

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.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Renee Maurer at 480-952-1942 or rmaurer@azdes.gov
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.