Division of Benefits and Medical Eligibility
Family Assistance Administration (FAA)
Tucson Customer Care Center
4760 South Park Avenue, Tucson, Arizona 85714

Salary: $18.6159/Hourly ($38,721.07 Annually) 

Grade: 18

Closing Date: February 16, 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!

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 Benefits and Eligibility Specialist (Eligibility Interviewer). The Eligibility Interviewer is responsible for reviewing applications for various public assistance programs and determining the eligibility of applicants and recipients for public assistance programs for Arizonans in need of Nutrition Assistance, Medical Assistance and/or Temporary Assistance to Needy Families through interactive interviewing and fact gathering; verifying that any application forms have been filled out correctly and checking the information on the forms for accuracy. This may require the Eligibility Interviewer to follow up with applicants multiple times. The Eligibility Interviewer is also responsible for communicating effectively with applicants and recipients of public assistance programs to address customer concerns and determine appropriate resolutions; advising applicants on which assistance programs may benefit them and helping them receive those benefits. Explain rules and policies to claimants, representatives, employers, doctors, state and federal agencies, and solicit information to make qualification determinations. This is an in-office position.

Essential Duties and Responsibilities include but are not limited to:

• You will be working in a call center environment, assisting individuals and families by phone.
  
• You will be attending paid classroom training with on-the-job training (learning by doing).
  
• Provide excellent customer service by phone to individuals and families facing challenging and personal situations.
  
• Collect and gather information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
  
• While talking to the individuals and families by phone, you will complete the application process and interview process by entering data on a computer and accessing multiple screens.
  
• Adhere to agency standards in a high-volume call center, measured by metrics, attendance, service levels, accuracy, and timeliness.

Knowledge in:

• Customer service practices.
  
• Computer navigation of various software applications, including but not limited to Google Suite or Microsoft.

Skills in:

• Strong written and verbal communication.
• Customer-friendly, empathetic, and patient.
• Computer experience; typing, navigating, and using multiple computer systems on multiple screens while talking to the client by phone.
• Core math skills, including but not limited to, addition, subtraction, multiplication, and division.

Ability to:

• Evaluate and make appropriate decisions (or determinations).
  
• Access, maintain, review, and interpret information.
  
• Work independently as well as interact with others on a team.
  
• Review and explain eligibility requirements with applicants of diverse backgrounds and guide them to resources as part of the interview process.

The ideal candidate for this position will have:

• One (1) year of experience performing eligibility reviews or one (1) year of customer service experience.
  
• A High School Diploma or GED.

• 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
  
• 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
  
• Flexible schedules to create a work/life balance

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 regarding this career opportunity, please contact Alex Rivera at 480-910-0533 or AlejandroRivera@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.