BENEFITS AND ELIGIBILITY MANAGER

Arizona Department of Administration•Phoenix, AZ

1d•Hybrid

About The Position

The Division of Benefits and Medical Eligibility (DBME) is seeking an experienced and highly motivated individual to join our team as a Benefits and Eligibility Manager over our Overpayment Unit. This position will be responsible for supervising, planning, and coordinating the operations of the Overpayment Unit. This unit is responsible for all facets of overpayments for the Nutrition Assistance (NA), Cash Assistance (CA), and Temporary Assistance for Needy Families (TANF) programs. This team is also responsible for the Fraud Investigations Records (FIRU); and Summer EBT (SUNBucks) resolutions. This position will monitor, review, provide feedback, and train staff on the quality and service delivered to customers. Ensure timely and accurate notification to staff of procedure changes, provide training, and ensure compliance with the procedures. Completes performance evaluations and completes in-depth analysis to identify error trends based on overpayment data. Assess invalid overpayment referrals and provide data to FAA Administrators. Receives, reads, and formulates responses to incoming correspondence from customers. Confers with complainants either in person or by telephone to gather additional information and to ensure immediate resolution. Participates in collaborations with the DES Office of the Inspector General (OIG), the Arizona Attorney General’s office, the Office of Accounts Receivables and Collections (OARC), community advocates, and other internal and external stakeholders. As the manager, this individual will complete quality reviews validating compliance with established programmatic rules and regulations, monitor, train, coach, and evaluate the performance of subordinate supervisors. Ensure timely notification to the team of all policy and procedural updates. Analyze overpayment data to identify error trends. Correspond with internal and external constituents to resolve complaints. Participate in collaborations with the DES Office of the Inspector General (OIG), the Arizona Attorney's General's Office, the Office of Accounts Receivables and Collections (OARC), community advocates, and other internal and external stakeholders. 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 employees flexibility, autonomy, and trust. Across our many agencies, boards, and 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.

Requirements

Knowledge of public assistance eligibility determination policy and processes.
Knowledge of Federal and State laws, statutes, regulations, policies and procedures pertaining to public assistance,
Knowledge of Google Workspace,
Excellent written and oral communication skills and convey a wide variety of information.
Skills in interpreting and understanding program policies and procedures.
Skills in project planning, organization, management, and communication.
Ability to assess operational needs, establish priorities, and analyze complex issues and implement established operational procedures.
Ability to manage supervisors/employees with diverse skills, educational, and cultural backgrounds.
Ability to model integrity, confidentiality, dependability, and quality customer service, as well as the ability to mentor and instill these values in others.

Nice To Haves

One year of management/supervisor experience in an FAA local office setting.
At least three years of Family Assistance Administration eligibility determination experience.

Responsibilities

Under the direction of the Region Program Administrator, and through subordinate supervisors, this position is responsible for managing the day-to-day operations of the FAA Overpayment Unit, which includes the quality reviews of Overpayment referrals and completions. This includes the correct, timely completion of overpayment determinations for the SNAP and TANF programs, utilizing Federal and State rules, regulations, policies, and procedures.
This position trains, coaches, counsels, mentors, approves leave and training requests, evaluates work performance, and performs other management functions, including implementation and adherence to all facets of the Arizona Management System (AMS), to ensure the offices meet Federal and State requirements for the entire overpayment process for the SNAP and TANF programs.
Reviews productivity levels and production schedules to meet changing priorities of the Overpayment Unit, which entails reviewing and monitoring program compliance, adhering to established standard work and metric goals for the unit. Conducts review of work performed by subordinate supervisors, ensuring unit accuracy and timeliness measurements are met.
Confers with Region Program Administrator and other managers to develop and implement section/unit procedures to ensure compliance with federal and state laws, recommends programmatic and procedural changes, and other operations changes to meet the DES Mission, Vision, and Values.
Ensures accuracy and timeliness of monthly reports and action items, and compliance with case read and quality analysis requirements. Ensure timely and accurate notifications to staff of procedure changes, provide training, and ensure compliance with the procedures.
Completes and submits monthly reports related to the work activity of the Overpayment Unit.
Reviews and responds to Incoming correspondence from internal /external clients, writes detailed reports relating to unit activities. Works with the Regional Program Manager to develop and implement program/office goals and objectives. Interpret program policies and procedures based on established Federal and State rules and regulations.
Receives, reads, and formulates responses to incoming correspondence from customers, confers with complainants either in person or by telephone to gather additional information, and may consult with the Regional Program Manager or other entities to ensure immediate resolution.
Attends and participates in work groups for continuous improvement recommendations, attends departmental management meetings, and communicates updates with staff.

Benefits

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