Benefits And Eligibility Specialist Senior (Eligibility Interviewer Lead)

Arizona Department of Administration•Tucson, AZ

4d•Onsite

About The Position

The Department of Economic Security’s Division of Benefits and Medical Eligibility is seeking an experienced and motivated Eligibility Interviewer Lead for its Family Assistance Administration Field Office in Tucson, Arizona. This in-office position leads Benefits and Eligibility Specialists by providing direction, assistance, monitoring, and training in fraud, overpayment, interviewing, and investigative techniques. The role also helps troubleshoot problems and defuse difficult customer situations, and performs complex eligibility work, including determining initial and ongoing eligibility for public assistance programs and services. The position primarily serves as a mentor, lead, or coach to lower-level staff. It supports compliance with eligibility rules and procedures, prepares for reviews and audits, and may conduct advanced eligibility determinations. The Department of Economic Security works with families, community organizations, advocates, and state and federal partners to strengthen individuals, families, and communities and improve Arizonans’ quality of life.

Requirements

Ability to work in a fast-paced call center environment and adapt to changing priorities and responsibilities.
Knowledge of federal, state, and agency statutes, rules, and regulations governing eligibility and grant determination for multiple public assistance programs and related case administration.
Knowledge of department policies, procedures, and programs applicable to the assignment.
Knowledge of program services used to conduct quality control reviews.
Knowledge of automated systems and software, mathematical computation, interviewing and assessment techniques, community resources, and customer service practices.
Written and verbal communication skills to explain and interpret applicable laws, rules, regulations, and guidelines.
Ability to evaluate information and make appropriate decisions or determinations and resolve program-related issues.
Ability to detect and evaluate potential fraudulent situations.
Ability to access, maintain, review, and interpret database information; compile and present program information.
Ability to establish and maintain effective working relationships.
Successfully pass background and reference checks; employment is contingent on completion of these checks and the agency’s ability to reasonably accommodate restrictions.
Complete the Electronic Employment Eligibility Verification Program (E-Verify), as required for newly hired State employees.
Meet driver’s license requirements if driving or using a vehicle is an essential function of the job.

Nice To Haves

Two years of experience as an Eligibility Interviewer with the Family Assistance Administration (FAA).

Responsibilities

Mentor, lead, coach, and train lower-level eligibility staff.
Provide staff with assistance, direction, monitoring, and technical support on eligibility rules, policies, standards, and processes.
Provide guidance in fraud, overpayment, interviewing, and investigative techniques; troubleshoot problem situations and help defuse difficult customer situations.
Conduct complex initial and ongoing eligibility determinations for public assistance programs and services.
Prepare for regional and state reviews and audits by identifying problematic areas.
Document gathered data and information and compare findings with established eligibility program guidelines.
Compile data for huddle boards and participate in local office meetings and work groups.
Communicate updates as directed.
Explain program benefits, requirements, procedures, and complex rules to customers from diverse socioeconomic and cultural backgrounds.

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 of up to 12 weeks per year for a newborn or newly placed foster or adopted child.
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Stipend opportunities.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.