Benefits And Eligibility Supervisor

Arizona Department of Administration • Yuma, AZ

1d • Hybrid

About The Position

The Department of Economic Security (DES) is seeking an experienced and highly motivated individual to join their team as a Benefits and Eligibility Supervisor. This role involves supervising, planning, and coordinating the operations of one or more benefits and eligibility units. The supervisor will be responsible for the determination and issuance of public assistance and social service benefits, as well as effective supervision and administration of the division's eligibility program staff. This includes staff development and training, succession planning, and performance management. The Benefits and Eligibility Supervisor collaborates with other managers and staff to evaluate and implement the division's goals, responsibilities, policies, and procedures. This position may offer the ability to work remotely within Arizona, based on business needs and performance. The State of Arizona promotes a work culture of flexibility, autonomy, and trust, with many employees participating in the Remote Work Program.

Requirements

• High school diploma or equivalent education
• One to Three years’ experience performing eligibility work with FAA systems
• Knowledge in the various programs administered, and services provided by the Department.
• Knowledge of 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 of personnel policies and procedures, federal law related to employees, and safety and accessibility standards required in the office and other work environments.
• Knowledge of production standards and best practices.
• Knowledge of 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.
• Successfully pass background and reference checks.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

• 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.
• 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.
• Works with other managers and staff to evaluate and implement goals, responsibilities, policies and procedures of the division.
• 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
• Arizona State Retirement System (ASRS) defined benefit plan
• Voluntary deferred compensation program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED