BENEFITS AND ELIGIBILITY SPECIALIST

Arizona Department of Administration•Phoenix, AZ

About The Position

The Department of Economic Security’s Child and Community Services Division is seeking a Benefits and Eligibility Specialist to review applications for public assistance programs and determine applicant and recipient eligibility through interviews, fact-finding, and verification. The specialist ensures applications are complete and accurate, responds to customer questions and concerns, and explains available assistance programs and services. The role also provides guidance on program rules and policies to claimants, representatives, employers, doctors, and state and federal agencies, and gathers information needed to make eligibility determinations. The position is located in Family Services Eligibility at 4365 South Central Avenue, Phoenix, Arizona. The listed salary is $20.0449 per hour. The role may require driving or use of a vehicle to conduct State business. Remote work may be available as a management option, but it is not an employee entitlement or right and may be ended at the agency’s discretion.

Requirements

The ideal candidate will have a high school diploma or GED and one year of experience performing eligibility reviews or one year of customer service experience.
Obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements.
Successfully pass background and reference checks; employment is contingent on completion of the process and the agency’s ability to reasonably accommodate any restrictions.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
A driver’s license may be required if driving or vehicle use is an essential job function.

Nice To Haves

Experience performing eligibility reviews or customer service, as specified in the ideal candidate profile.
Knowledge of laws, rules, regulations, policies, and procedures governing eligibility for public assistance programs.
Knowledge of effective customer service principles and practices.
Knowledge of computers and software such as Microsoft and Google.
Skill in explaining and interpreting applicable federal and state laws, statutes, rules, regulations, and guidelines.
Strong written and verbal communication, time management, organization, and problem-solving skills.
Ability to apply policies, procedures, and programs and administer multiple public assistance programs.
Ability to use fact-finding techniques and conduct in-depth interactive interviews.
Ability to analyze and interpret written, numerical, and verbal information from varied sources.
Ability to enter and maintain data accurately and promptly in computerized systems and prepare clear, concise, accurate records and reports.
Ability to explain complex rules and programs to people from diverse socioeconomic, cultural, and educational backgrounds.
Ability to review tax documents for household filing information and detect and evaluate potential fraud.

Responsibilities

Conduct interactive interviews and determine eligibility for government programs based on factors such as income and household composition; remain ready to answer calls and make determinations by phone.
Communicate respectfully and effectively to address customer concerns and resolve issues; review applications for compliance with program requirements.
Initiate and process applications through voice and/or other automated systems.
Calculate or enter information to determine benefit levels and analyze the results.
Enter and retrieve numerical and narrative data and issue benefits using an automated computer system.
Explain program eligibility requirements, rules, regulations, and application procedures to clients.
Help clients complete applications, identify needs, and make appropriate referrals for health, social, and/or employment services.
Provide customer service for complex cases, de-escalate potentially volatile situations, and respond to client questions and complaints in person, by telephone, mail, and/or email.
Monitor ongoing eligibility by obtaining periodic updates on eligibility factors and taking appropriate action when circumstances change.
Attend and participate in staff meetings, training, presentations, and orientations.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System (ASRS)
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/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
Remote work may be available as a management option