BENEFITS AND ELIGIBILITY SUPERVISOR

Arizona Department of Administration•Yuma, AZ

2d•Onsite

About The Position

At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. 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 Supervisor. The Benefits and Eligibility Supervisor supervises, plans, and coordinates the operations of a program of one or more benefits and eligibility units involved in the determination and issuance of public assistance and social service benefits, and is responsible for effective supervision and administration of the division's eligibility program staff to include staff development and training, succession planning, performance management, and related activities. The Benefits and Eligibility Supervisor works with other managers and staff to evaluate and implement goals, responsibilities, policies, and procedures of the division. This is an in-office position.

Requirements

Knowledge in: The various programs administered, and services provided by the Department.
Knowledge in: Communication techniques including telephone etiquette (voice quality, tone, articulation, listening skills, and interpersonal skills), written communication (spelling, grammar, and clarity), and problem resolution (detection, assessment, implementation, escalation and follow up).
Knowledge in: Personnel policies and procedures, federal law related to employees, and safety and accessibility standards required in the office and other work environments.
Knowledge in: Production standards and best practices.
Knowledge in: Production functions and experience as Benefits & Eligibility Specialist with direct interaction with customers.
Skill in: Written and verbal communication skills and ability to resolve customer concerns.
Skill in: Independent problem solving, analyzing, and decision-making skills for complex issues.
Skill in: Interpreting and understanding Supplement Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and AHCCCS/Medicaid (Medical Assistance) program policies and procedures.
Skill in: Organizational and interpersonal skills including prioritization of projects/tasks.
Skill in: Customer service, interviewing, listening, negotiation, monitoring, evaluation, supervision.
Ability to: Interpret and apply FAA program policies and procedures.
Ability to: Supervise employees with diverse skills, educational, and cultural backgrounds.
Ability to: Work independently while functioning as an integral part of the Agency’s management structure.
Ability to: Model integrity, dependability, and quality customer service, as well as the ability to mentor and instill these values in others.
Ability to: Communicate vision and direction, lead by example, promote continuous learning, and develop staff skills.
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then Driver’s License Requirements apply.
Successfully pass background and reference check.
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).

Nice To Haves

High school diploma or equivalent education
Three years of experience performing eligibility work with DBME/FAA as a Benefits and Eligibility Specialist (Eligibility Interviewer).

Responsibilities

Coaching and mentoring new Eligibility Interviewers daily throughout training.
Help employees to meet department metrics.
Conduct workshops on various topics.
Participate in hiring by conducting interviews.
Conduct quality (case reads) reviews of case files.
Supervise daily activities of Production center agents during the center’s hours of operation.
Answer agent and customer inquiries regarding eligibility and service issues.
Ensure productivity goals are met, including monitoring of attendance, login time, call time, wait time, not ready time, etc.
Monitor, review, provide feedback, and train staff on call quality and service delivered to customers.
Ensure timely and accurate notification to staff of procedure changes, provide training, and ensure compliance with the procedures.
Complete performance evaluations and personal actions.

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