BENEFITS AND ELIGIBILITY SUPERVISOR

Arizona Department of Administration•Phoenix, AZ

1d•Onsite

About The Position

The Department of Economic Security (DES) aims to strengthen individuals, families, and communities for a better quality of life in Arizona. DES is seeking an experienced and highly motivated Benefits and Eligibility Supervisor to join the Division of Benefits and Medical Eligibility. This role involves supervising, planning, and coordinating the operations of one or more benefits and eligibility units responsible for determining and issuing public assistance and social service benefits. The supervisor is also responsible for the effective supervision and administration of the division's eligibility program staff, including staff development, training, succession planning, performance management, and related activities. The supervisor will collaborate with other managers and staff to evaluate and implement the division's goals, responsibilities, policies, and procedures. 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: Call Center standards and best practices.
Knowledge in: Call Center functions and experience as call center agent with direct interaction with customers.
Skill in: Written and verbal communication skills and the 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 backgrounds, 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 checks; 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

Two to three years’ experience performing eligibility work.

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 call 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