Address:  Administrative Division/Ombudsman Unit
800 W Washington St

Phoenix, AZ  85007

Salary: $19.4691 - $23.00 

Grade: 20

Closing Date: December  31st, 2025

This position will report to the Ombudsman Manager and is responsible for informing, clarifying, and instructing workers, employers, insurance carriers and other affected stakeholders regarding Title 23. Chapter 6, of the Arizona Revise Statutes, (Arizona Workers’ Compensation Act), Workers’ Compensation Rules, and the workers’ compensation system.

Essential Duties and Responsibilities include but are not limited to:
• Informing, clarifying, and instructing workers, employers, and insurance carriers of Arizona Revised Statutes, including litigation phase. Respond to inquiries received through telephone, email, or walk-in.
• Providing paperwork and instructions to stakeholders as appropriate to resolve their inquiries.
• Assisting in the development of and participation in divisional team member training, and employee development. Recommend continual improvement and explore new opportunities to increase the effectiveness of the Ombudsman team.
• Participate in the Arizona Management System (AMS) and daily Huddle board; attend staff meetings, seminars, conferences, and training classes as indicated.

Knowledge in
• Applicable workers’ compensation claims, statutes, rules, and case law.
• Basic medical terminology.
• Microsoft Word.
• Google Office Suite, Gmail, Sheets and Docs.
• Basic English.
• Basic mathematics.

Skills in
● Effectively able to communicate verbally and in writing to resolve disputes between interested parties.
● Review and interpret Arizona Workers’ Compensation laws, rules, procedures, and court decisions.
● Strong critical thinking skills.
● Initiative and attention to detail.
● Strong focus on customers.
● Strong organizational, analytical, managerial, and supervisory skills.
● Basic business process acumen, management skills including workflows and information management.
● Strong leadership, time management, and organizational skills.
● Reading and comprehending complex insurance, medical and legal documents.

Ability to
• Interpret complex claim files.
• Manage heavy workload with high level of accuracy and production.
• Learn computer systems and applications.
• Work well within a diverse and inclusive office environment.
• Timely process documents within established productivity standards and prioritizes work within established time frames.
• Exercise independent judgement.
• Handle difficult stakeholders.

Written and verbal fluency in English and Spanish is preferred.

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).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

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

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

If you have any questions, please feel free to call 602-542-5559 or email HR@azica.gov for assistance.