DEPARTMENT OF ECONOMIC SECURITY

Division of Benefits and Medical Eligibility
Family Assistance Administration (FAA)
Yuma Customer Care Center
1800 East Palo Verde Street, Yuma, Arizona 85365

Salary: $22.9716 hourly ($47,780.93 annually) 

Grade: 21

Closing Date: March 12, 2026

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 Department of Economic Security, Division of Benefits and Medical Eligibility, is seeking an experienced and highly motivated individual to join our team as a Benefits and Eligibility Supervisor. The Benefits and Eligibility Supervisor supervises, plans, and coordinates the operations of a program of one or more benefits and eligibility units involved in the determination and issuance of public assistance and social service benefits, and is responsible for effective supervision and administration of the division's eligibility program staff, including staff development and training, succession planning, performance management, and related activities. The Benefits and Eligibility Supervisor works with other managers and staff to evaluate and implement goals, responsibilities, policies, and procedures of the division.

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:

• 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

Knowledge in:

• The various programs administered and services provided by the Department.
  
• 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).
  
• Personnel policies and procedures, federal law related to employees, and safety and accessibility standards required in the office and other work environments.
  
• Call Center standards and best practices.
  
• 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.
  
• Independent problem-solving, analyzing, and decision-making skills for complex issues.
  
• Interpreting and understanding Supplement Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and
• AHCCCS/Medicaid (Medical Assistance) program policies and procedures.
  
• Organizational and interpersonal skills, including prioritization of projects/tasks.
  
• Customer service, interviewing, listening, negotiation, monitoring, evaluation, supervision.

Ability to:

• Interpret and apply FAA program policies and procedures.
  
• Supervise employees with diverse skills, educational backgrounds, and cultural backgrounds.
  
• Work independently while functioning as an integral part of the Agency’s management structure.
  
• Model integrity, dependability, and quality customer service, as well as the ability to mentor and instill these values in others.
  
• Communicate vision and direction, lead by example, promote continuous learning, and develop staff skills.

The ideal candidate for this position will have:

• Two to Three years’ experience performing eligibility work.

• 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).

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

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 Cristal Rodriguez at Crirodriguez@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 Crirodriguez@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.