BUREAU CHIEF

Arizona Department of Administration•Phoenix, AZ

3d•$60,723 - $110,235•Hybrid

About The Position

The Department of Economic Security’s Division of Benefits and Medical Eligibility (DBME), Family Assistance Administration, is seeking a Bureau Chief to oversee the daily operations of more than 1,200 managers, supervisors, and employees administering Nutrition Assistance (NA), Medical Assistance (MA), and Temporary Assistance for Needy Families (TANF). The position directly oversees five Regional Program Managers and ensures compliance with federal and state laws, policies, and regulations. The Bureau Chief develops and recommends operational plans to the DBME Assistant Director, coordinates with other divisions and community partners, and directs program monitoring and corrective action to reduce errors and meet federal error tolerance levels. The role also develops quality assurance policies and procedures and ensures operating policies, procedures, and protocols are implemented and maintained. The Bureau Chief leads continuous improvement and quality-enhancing projects across the Division. Responsibilities include participating in strategic discussions with DBME leadership; planning, evaluating, coordinating, monitoring, and directing resources; establishing performance goals and measures; and ensuring timely, high-quality, productive processing and eligibility decisions. The position oversees hiring, retention, staffing, assignments, and performance evaluation; handles complex and confidential personnel matters in coordination with Human Resources; resolves customer and personnel issues; and works with program managers to integrate services. The Bureau Chief also develops and reviews operating procedures and monitors reports for accurate and timely customer benefit processing. The position may be eligible for remote work within Arizona, with three days per week in the office or hoteling space. Remote work is a management option and may be discontinued at the agency’s discretion. Work, including remote work, must be performed within Arizona unless an exception is authorized.

Requirements

A combination of education, training, and experience in administration, call center, or professional work totaling at least three years.
Demonstrated experience managing complex programs requiring expertise, analytical thinking, and strategic planning.
Knowledge of research and analysis methods, requirements gathering, feasibility reviews, impact analysis, business application process modeling, flowchart processes, quality assurance, and testing.
Knowledge of SNAP, TANF, and Medical Assistance policies, procedures, and programs; system applications such as AZTECS, HEAPlus, and OnBase; Microsoft Office; and Google software.
Knowledge of project management concepts, principles, and practices.
Problem-solving and negotiation skills to resolve issues.
Organizational and time-management skills with attention to detail.
Excellent listening, interpersonal, verbal, and written communication skills.
Ability to work at least 40 hours per week and maintain satisfactory attendance and punctuality.
Ability to work independently or collaboratively with minimal supervision.
Ability to identify opportunities to improve efficiency and adapt to changing technologies.
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).
If driving or using a vehicle is an essential job function for State business, meet the stated Driver’s License Requirements.

Nice To Haves

A combination of education, training, and experience in administration, call center, or professional work totaling at least three years.
Experience managing complex programs requiring expertise, analytical thinking, and strategic planning.

Responsibilities

Oversee daily operations of more than 1,200 managers, supervisors, and employees administering Nutrition Assistance, Medical Assistance, and TANF programs.
Directly oversee five Regional Program Managers and ensure program compliance with federal and state laws, policies, and regulations.
Develop and recommend operational plans to the DBME Assistant Director, coordinating with other divisions, community groups, agencies, and contractors as needed.
Direct program monitoring and corrective action to reduce errors and ensure compliance with federal error tolerance levels.
Develop and oversee quality assurance and utilization policies and procedures, and ensure policies, procedures, and protocols are implemented, maintained, and enforced.
Lead continuous-improvement and quality-enhancing projects to improve the delivery of program services.
Participate in strategic discussions with DBME leadership to establish procedures that improve program efficiency and effectiveness.
Plan, evaluate, coordinate, monitor, and direct resources to meet timeliness, quality, and productivity goals for processing and eligibility decisions.
Establish performance goals and objectives and develop and regularly review performance measures.
Oversee hiring and retention, staffing levels, staff assignments, and performance evaluations.
Work with local office management to resolve personnel and customer issues or complaints, and coordinate complex, sensitive, and confidential personnel actions with DBME Human Resources.
Plan, organize, and manage programs, practices, and procedures to ensure consistent interpretation and implementation of state and federal laws, rules, and regulations.
Develop and review operating procedures and monitor reports to ensure accurate and timely processing of customer benefits.
Develop, implement, manage, and evaluate strategies aligned with the Department’s and Division’s mission and values.
Work with other Program Managers to integrate program services.
Direct staff training intended to reduce error rates and expedite service to the public.
Direct, recommend, and approve sensitive and complex personnel activities, including discipline, appeals, review of subordinate work products, and leave approvals.
Work with each Regional Program Manager on workload and staffing needs to ensure local offices operate effectively.
Travel statewide for scheduled and unscheduled local office visits and discuss operational issues, including equipment, workload, and environmental tools needed by staff.
Attend required meetings, seminars, and training; act or speak on behalf of the DBME Assistant Director and Deputy Assistant Director; and represent the Division at seminars.
Perform other duties as assigned.

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 of up to 12 weeks per year for a newborn or newly placed foster or 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.