BENEFITS AND ELIGIBILITY SPECIALIST SENIOR (ELIGIBILITY INTERVIEWER LEAD)

Arizona Department of Administration•Tucson, AZ

5d•Onsite

About The Position

The Arizona Department of Economic Security’s Division of Benefits and Medical Eligibility is seeking an experienced and motivated Eligibility Interviewer Lead for a field office. The position primarily leads Benefits and Eligibility Specialists by providing assistance, direction, monitoring, and training in fraud, overpayment, interviewing, and investigative techniques. It includes troubleshooting problem situations and helping defuse difficult customer interactions. The role also performs complex eligibility work, including determining initial and ongoing eligibility for public assistance programs and services. This is an in-office position. The position mentors, leads, or coaches lower-level staff and may conduct advanced initial and ongoing eligibility determinations. It prepares for regional and state reviews and audits, identifies problematic areas, documents and compares findings against program guidelines, provides technical support to ensure staff compliance, compiles data for huddle boards, participates in local office meetings and work groups, and communicates updates as directed.

Requirements

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

Nice To Haves

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

Responsibilities

Mentor, lead, and coach lower-level staff, including providing direction and training.
Conduct initial and ongoing eligibility determinations requiring advanced program knowledge.
Prepare for regional and state reviews and audits by identifying problematic areas, documenting information, and comparing findings with eligibility program guidelines.
Provide technical support to ensure staff comply with eligibility rules, policies, standards, and processes.
Compile data for huddle boards, attend and participate in local office meetings and work groups, and communicate updates as directed.
Assist staff with fraud, overpayment, interviewing, and investigative techniques; troubleshoot problem situations and help defuse difficult customer situations.
Determine initial and ongoing eligibility for public assistance programs and services.

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.