BENEFITS AND ELIGIBILITY MANAGER

DEPARTMENT OF ECONOMIC SECURITY Your Partner For A Stronger Arizona. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life. BENEFITS AND ELIGIBILITY MANAGER Job Location: Division of Benefits and Medical Eligibility (DBME)

Benefits

Support Team DBME/Family Assistance Administration (FAA) Overpayment Unit 8620 North 22nd Avenue, Phoenix, Arizona 85021 Posting Details: Salary: $27.1409 hourly ($56,453.07 annually) Grade: 22 Closing Date: May 27, 2026 Job Summary: Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov or click on the link here to view ‘Our DES’ video. Come Join the DES Team! The Division of Benefits and Medical Eligibility (DBME) is seeking an experienced and highly motivated individual to join our team as a Benefits and Eligibility Manager over our Overpayment Unit. This position will be responsible for supervising, planning, and coordinating the operations of the Overpayment Unit. This unit is responsible for the following workloads: all facets of overpayments for the Nutrition Assistance (NA), Cash Assistance (CA), and Temporary Assistance for Needy Families (TANF) programs. This team is also responsible for the Fraud Investigations Records (FIRU); and Summer EBT (SUNBucks) resolutions. This position will monitor, review, provide feedback, and train staff on the quality and service delivered to customers. Ensure timely and accurate notification to staff of procedure changes, provide training, and ensure compliance with the procedures. Completes performance evaluations and completes in-depth analysis to identify error trends based on overpayment data. Assess invalid overpayment referrals and provide data to FAA Administrators. Receives, reads, and formulates responses to incoming correspondence from customers. Confers with complainants either in person or by telephone to gather additional information and to ensure immediate resolution. Participates in collaborations with the DES Office of the Inspector General (OIG), the Arizona Attorney General’s office, the Office of Accounts Receivables and Collections (OARC), community advocates, and other internal and external stakeholders. As the manager, this individual will complete quality reviews validating compliance with established programmatic rules and regulations, monitor, train, coach, and evaluate the performance of subordinate supervisors. Ensure timely notification to the team of all policy and procedural updates. Analyze overpayment data to identify error trends. Correspond with internal and external constituents to resolve complaints. Participate in collaborations with the DES Office of the Inspector General (OIG), the Arizona Attorney General's Office, the Office of Accounts Receivables and Collections (OARC), community advocates, and other internal and external stakeholders. 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. Job Duties: Essential Duties and Responsibilities include but are not limited to: Under the direction of the Region Program Administrator, and through subordinate supervisors, this position is responsible for managing the day-to-day operations of the FAA Overpayment Unit, which includes the quality reviews of Overpayment referrals and completions. This includes the correct, timely completion of overpayment determinations for the SNAP and TANF programs, utilizing Federal and State rules, regulations, policies, and procedures. This position trains, coaches, counsels, mentors, approves leave and training requests, evaluates work performance, and performs other management functions, including implementation and adherence to all facets of the Arizona Management System (AMS), to ensure the offices meet Federal and State requirements for the entire overpayment process for the SNAP and TANF programs. Reviews productivity levels and production schedules to meet changing priorities of the Overpayment Unit, which entails reviewing and monitoring program compliance, adhering to established standard work and metric goals for the unit. Conducts review of work performed by subordinate supervisors, ensuring unit accuracy and timeliness measurements are met. Confers with Region Program Administrator and other managers to develop and implement section/unit procedures to ensure compliance with federal and state laws, recommends programmatic and procedural changes, and other operations changes to meet the DES Mission, Vision, and Values. Ensures accuracy and timeliness of monthly reports and action items, and compliance with case read and quality analysis requirements. Ensure timely and accurate notifications to staff of procedure changes, provide training, and ensure compliance with the procedures. Completes and submits monthly reports related to the work activity of the Overpayment Unit. Reviews and responds to Incoming correspondence from internal /external clients, writes detailed reports relating to unit activities. Works with the Regional Program Manager to develop and implement program/office goals and objectives. Interpret program policies and procedures based on established Federal and State rules and regulations. Receives, reads, and formulates responses to incoming correspondence from customers, confers with complainants either in person or by telephone to gather additional information, and may consult with the Regional Program Manager or other entities to ensure immediate resolution. Attends and participates in work groups for continuous improvement recommendations, attends departmental management meetings, and communicates updates with staff. Knowledge, Skills & Abilities (KSAs): Knowledge in: Knowledge of public assistance eligibility determination policy and processes. Knowledge of Federal and State laws, statutes, regulations, policies and procedures pertaining to public assistance, Knowledge of Google Workspace, Skills in: Excellent written and oral communication skills and convey a wide variety of information. Skills in interpreting and understanding program policies and procedures. Skills in project planning, organization, management, and communication. Ability to: Ability to assess operational needs, establish priorities, and analyze complex issues and implement established operational procedures. Ability to manage supervisors/employees with diverse skills, educational, and cultural backgrounds. Ability to model integrity, confidentiality, dependability, and quality customer service, as well as the ability to mentor and instill these values in others. Selective Preference(s): The ideal candidate for this position will have: One year of management/supervisor experience in an FAA local office setting. At least three years of Family Assistance Administration eligibility determination experience. Pre-Employment Requirements: If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements. 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). Benefits: The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion. Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement: State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates. Contact Us: For questions about this career opportunity, please contact Daniel Almeida at [email protected]. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting [email protected]. Requests should be made as early as possible to allow time to arrange the accommodation. Apply To This Job