Eligibility Specialist; Eligibilty Interviewer

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.

Job Location:

Division of Benefits and Medical Eligibility, Family Assistance Administration (FAA), Tucson Customer Care Center, 4760 South Park Avenue, Tucson, Arizona 85714.

Posting Details:
Salary: $18.6159/Hourly ($38,721.07 Annually). Grade: 18. Closing Date:
February 16, 2025.

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 Specialist (Eligibility Interviewer). The Eligibility Interviewer is responsible for reviewing applications for various public assistance programs and determining the eligibility of applicants and recipients for public assistance programs for Arizonans in need of Nutrition Assistance, Medical Assistance and/or Temporary Assistance to Needy Families through interactive interviewing and fact gathering;

verifying that any application forms have been filled out correctly and checking the information on the forms for accuracy. This may require the Eligibility Interviewer to follow up with applicants multiple times. The Eligibility Interviewer is also responsible for communicating effectively with applicants and recipients of public assistance programs to address customer concerns and determine appropriate resolutions; advising applicants on which assistance programs may benefit them and helping them receive those benefits.

Explain rules and policies to claimants, representatives, employers, doctors, state and federal agencies, and solicit information to make qualification determinations. This is an in-office position.

Essential Duties and Responsibilities include but are not limited to:

• You will be working in a call center environment, assisting individuals and families by phone.
• You will be attending paid classroom training with on-the-job training (learning by doing).
• Provide excellent customer service by phone to individuals and families facing challenging and personal situations.
• Collect and gather information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
• While talking to the individuals and families by phone, you will complete the application process and interview process by entering data on a computer and accessing multiple screens.
• Adhere to agency standards in a high-volume call center, measured by metrics, attendance, service levels, accuracy, and timeliness.

Knowledge in:

• Customer service practices.
• Computer navigation of various software applications, including but not limited to Google Suite or Microsoft.

Skills in:

• Strong written and verbal communication.
• Customer-friendly, empathetic, and patient.
• Computer experience; typing, navigating, and using multiple computer systems on multiple screens while talking to the client by phone.
• Core math skills, including but not limited to, addition, subtraction, multiplication, and division.

Ability to:

• Evaluate and make appropriate decisions (or determinations).
• Access, maintain, review, and interpret information.
• Work independently as well as interact with others on a team.
• Review and explain eligibility requirements with applicants of diverse backgrounds and guide them to resources as part of the interview process.

The ideal candidate…