DEPARTMENT OF ECONOMIC SECURITY

Division of Benefits & Medical Eligibility (DBME)
Phoenix Customer Care Center
8620 North 22nd Avenue, Phoenix, Arizona 85021

This position is and Internship DOW Skillbridge position.

The Internship can be up to 6 months, depending on Service Member's availability.

Upon successful completion of the internship, if selected for full time employment the pay range will be: $18.6159 Hourly

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 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 is seeking an experienced and highly motivated individual to join our team as an Eligibility Interviewer. As an Eligibility Interviewer, you will determine eligibility for Arizonans in need of Nutrition Assistance, Medical Assistance and/or Temporary Assistance to Needy Families. This is an ideal position for an individual who is highly motivated, has decision-making skills, can work independently and multi-task in a fast-paced call center environment, and can provide quality interaction and communication with our clients.

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:
● Professional 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 interacting 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 for this position will have:
● One (1) year of experience performing eligibility reviews or one (1) year of customer service experience.
● A High School Diploma or GED.

● 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).

Not Eligible - This is a SkillBridge position.

Not Eligible - This is a SkillBridge position.

For questions about this career opportunity, please contact Joseph Deserio at 480-589-4222 or JDeserio@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 480-589-4222 or JDeserio@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.