DEPARTMENT OF ECONOMIC SECURITY

Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Benefits Support Team
8620 North 22nd Avenue, Phoenix, Arizona 85021

Salary: $21.4308 

Grade: 19

Closing Date: March 19, 2026

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strength individuals, families, and communities for a better quality of life. DES is looking for individuals that 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 Department of Economic Security, Division of Benefits and Medical Eligibility, is seeking an experienced, highly motivated individual to join our team as a Benefits and Eligibility Specialist Senior on the Benefits Support Team in the Arizona Simplified Nutrition Assistance Program, Employee Benefit & Overpayment Unit (AZSN EMP OP Unit) or Client Liaison Unit.  The AZSN EMP OP Unit completes eligibility determinations and performs specialized processes for locked files for employees currently receiving public assistance. The Benefits Eligibility Specialist Senior performs a specialized process for AHCCCS Returned Mail, making Medical eligibility determinations based on returned mail received in HEAPlus. This position is responsible for attending the Fair Hearing process as a representative for all cases in designated caseloads of the Employee Benefit & Overpayment Unit. The Benefits Eligibility Specialist Senior will often assist other Benefit Support Teams and perform specialized tasks as needed. The Client Liaison Unit (CLU) is recognized as an expert and investigates a diverse caseload of specialized situations, conducting in-depth research and analysis of the unique conditions or circumstances that require review to ensure the determination of benefits is appropriate. Performs professional casework reviewing program determinations, quality assurance, compliance, utilization, application, and interpretation of applicable rules, policies, and procedures. 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.

Essential Duties and Responsibilities include, but are not limited to:

AZSN EMP OP Unit

• Receive the overpayment referral from internal and external sources, conduct an in-depth analysis of the benefit case, and review the validity to determine if the benefit(s) have been overpaid. Perform audits to determine whether the appropriate application and verification documents are on file for the period covered by the overpayment.
• Review all client-caused overpayments to determine if an Intentional Program Violation (IPV) may have occurred. If evidence is found, the OP writer will add an IPV allegation to the OP claim and will work closely with the Office of Accounts Receivable and Collection (OARC), the Office of Special Investigations (OSI), and Appellate Services Administration (ASA) to submit the allegation to the appropriate court.
• Participate as a Department witness in IPV, overpayment compromise, and prosecution overpayment hearings. Interpret and explain information such as eligibility requirements, application details, payment methods, and applicants' legal rights. Interpret information for others, translating or explaining its meaning and how it can be used.
• Complete a Nutrition Assistance OP compromise determination to potentially reduce the OP claim up to the full amount when it can be reasonably determined that a household's economic circumstances dictate that the claim cannot be paid in three years. The clients’ last calendar month of income and expenses are used to calculate the OPC budget and determine how much the clients are reasonably able to pay back over three years.
• Ensure accuracy & timely completion of caseload. Responsible for ensuring assignments and projects are completed to meet the daily objectives, performance measures, and goals of the agency. Plan workflows and control daily work arrangements for assigned tasks.

Client Liaison Unit

• Performs quality case reviews of eligibility determinations for Nutrition Assistance (NA), Medical Assistance (MA), and Temporary Assistance for Needy Families (TANF) on specialized cases to verify the accuracy of benefit determinations based on the established Federal and State rules, regulations, policies, and procedures, and works cases to complete eligibility determinations as necessary. Confers with clients to gather additional information to resolve issues, explain facts in case, and offers community or other support options.
• Works as a liaison between the FAA, Arizona Health Care Cost Containment (AHCCCS), and the Ombudsman’s office to complete complex actions related to NA, MA, and TANF that arise from both DBME and the Arizona Medicaid Agency. Partners with the Arizona Department of Corrections (AZDOC) to complete MA Eligibility determinations for recently released former inmates. Responsible for cases involving foster children returning to their homes and determining whether those children are eligible for MA following the assistance they were receiving as foster children. Determines whether clients are eligible to receive MA after the individual stops receiving Social Security Insurance (SSI) benefits. Provides special accommodation on notices for customers with visual impairment and performs customer service-related tasks.
• Provides assistance, guidance, and instructions to clients. Responds to complex, time-sensitive complaints and feedback. Provides conflict de-escalation for emotional or irate clients. Formulates detailed responses to clients, various entities, the DES Director, and the DES Executive Team.
• Ensure assignments and projects are completed to meet the agency's daily objectives, performance measures, and goals. Plan workflows and control daily work arrangements for assigned tasks.
• Works with agencies in other states from which individuals are requesting benefits, determines if they are still receiving benefits from Arizona, which state offered benefits first, and submits overpayment referrals, in compliance with federal regulations.

Knowledge in:

• Federal and State laws, statutes, regulations, policies, and procedures pertaining to public assistance programs; high emphasis on information related to overpayments.
• Computer programs/systems utilized by FAA for eligibility determinations, such as AZTECS, HEAplus, FAA CNAP manual, OnBase, etc.
• Public assistance eligibility determination processes and FAA case read proves.
• Communication, conflict resolution, mediation, and collaboration techniques.
• Policies, procedures, and programs of the department applicable to the area of assignment.
  
• Program services used to conduct quality control reviews.
  
• Interviewing and assessment techniques.

Skill in:

• Written and verbal communication to explain and interpret Federal and State laws, statutes, rules, regulations, and guidelines applicable to the area of assignment.
• Effective public speaking.
• Project planning, organization, and communication.
• Independent problem solving, analyzing, and decision-making for complex issues.
• Critical thinking, analytical, detail-oriented, and conducting research.
• Customer service, interviewing, listening, and negotiation.

Ability to:

• Perform quality case reviews of eligibility determinations for Nutrition Assistance (NA), Medical Assistance (MA), and/or Cash Assistance (CA).
  
• Read, understand, and implement department and administrative policies and procedures.
• Detect and evaluate potential fraudulent situations.
  
• Compile and present program information.
  
• Lead, direct, and train other eligibility staff.
  
• Explain program benefits, requirements, procedures, and complex rules and programs so they can be understood by people of diverse socio-economic and cultural backgrounds.

The ideal candidate for this position will have:

• Minimum of two years of experience as an Eligibility Interviewer with DBME / Family Assistance Administration.

• 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 check; 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)

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

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.

For questions regarding this career opportunity, please contact Alex Rivera at 480-910-0533 or AlejandroRivera@azdes.gov. 

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 Alex Rivera at 480-910-0533 or email AlejandroRivera@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.