Bureau Chief

Arizona Department of Administration•Phoenix, AZ

1d•Hybrid

About The Position

The Arizona Department of Economic Security (DES), Division of Benefits and Medical Eligibility (DBME), Family Assistance Administration (FAA), is seeking a Bureau Chief to provide managerial oversight, direction, coordination, and control of daily operations involving more than 1,200 managers, supervisors, and employees administering Nutrition Assistance (NA), Medical Assistance (MA), and Temporary Assistance for Needy Families (TANF). The Bureau Chief directly oversees five Regional Program Managers and ensures compliance with federal and state laws, policies, and regulations. The position develops and recommends operational plans to the DBME Assistant Director to improve FAA program service delivery. It directs program-achievement monitoring and corrective action to reduce errors, supports compliance with federal error-tolerance levels, participates in developing quality-assurance and utilization policies and procedures, and reviews implementation of established policies and protocols. The Bureau Chief also works with government agencies and community organizations to coordinate service delivery and inform the public about available services. The role includes leading continuous-improvement projects to enhance DBME operations. It participates in strategic discussions with division leadership; plans, evaluates, coordinates, monitors, and directs resources to meet timeliness, quality, and productivity goals; and establishes and reviews performance measures. The Bureau Chief oversees hiring, retention, staffing, assignments, and performance evaluation; works with local office management and DBME Human Resources on personnel and customer issues; develops and reviews operating procedures; monitors processing reports; and collaborates with program managers to integrate services. 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, may be ended at the agency’s discretion, and must be performed in Arizona unless an exception is authorized. The role requires at least 40 hours per week. Salary is $29.1939–$52.9975 per hour ($60,723.31–$110,235 annually).

Requirements

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.
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.
Knowledge of system applications such as AZTECS, HEAPlus, and OnBase.
Knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint, 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.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) if hired.
Meet driver’s license requirements if driving or using a vehicle is an essential function for conducting State business.

Responsibilities

Direct the daily operations of programs administered by more than 1,200 managers, supervisors, and employees, including Nutrition Assistance, Medical Assistance, and TANF.
Directly oversee five Regional Program Managers and ensure program compliance with federal and state laws, policies, and regulations.
Develop and recommend operational plans to improve FAA service delivery, coordinating with other divisions, community groups, and agencies as appropriate.
Direct program monitoring and corrective action to reduce errors and ensure compliance with federal error-tolerance levels.
Participate in developing quality-assurance and utilization policies and procedures, and review implementation of policies, procedures, and protocols.
Coordinate with federal and state agencies and community organizations to facilitate service delivery and provide information about available services.
Manage quality-enhancing projects and continuous-improvement initiatives for DBME program operations.
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 public-assistance processing and eligibility decisions.
Establish performance goals and objectives and develop and continually review performance measurements.
Oversee hiring, retention, staffing levels, staff assignments, and employee performance evaluations.
Work with local office management to resolve personnel and customer issues or complaints.
Work with DBME Human Resources on complex, sensitive, and confidential personnel actions.
Plan, organize, and manage programs, practices, and procedures to ensure consistent interpretation and implementation under applicable laws and regulations.
Develop and review operating procedures and monitor reports to support accurate and timely processing of customer benefits.
Develop, implement, manage, and evaluate strategies aligned with the Department’s and Division’s missions and values.
Work with operations managers to resolve customer issues and 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 Regional Program Managers on workload and staffing needs to ensure local offices operate effectively.
Travel to local offices statewide for scheduled and unscheduled visits and discuss operational concerns, including environmental tools, equipment, and workload.
Attend meetings, seminars, and trainings; act or speak on behalf of the DBME Assistant Director and Deputy Assistant Director; and represent the Division.
Perform other duties as assigned.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans
Participation in the Arizona State Retirement System 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