BENEFITS AND ELIGIBILITY SUPERVISOR

Arizona Department of Administration•Yuma, AZ

3d•Hybrid

About The Position

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 divisions 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 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 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

Nice To Haves

High school diploma or equivalent education
One to Three years’ experience performing eligibility work with FAA systems

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
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child
Sick time accrued at 3.70 hours bi-weekly
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance