DEPARTMENT OF ECONOMIC SECURITY

Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Client Liaison Unit (CLU)
8620 North 22nd Avenue, Phoenix, Arizona 85021

Salary: $21.4308/Hourly ($44,576.06 Annually) 

Grade: 19

Closing Date: October 07, 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 (DBME), Family Assistance Administration (FAA) is seeking an experienced and highly motivated individual to join our team as a Benefits and Eligibility Specialist Senior for the Client Liaison Unit (CLU). This position is recognized as an expert and investigates a diverse caseload of specialized situations, conducting in-depth research and analysis into the conditions or circumstances that are unique and require review to ensure determination to 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:

• 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 Accuracy of benefit determinations based on the established Federal and State rules, regulations, policies, and procedures, 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 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 once the individual is no longer 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 in dealing with emotional or irate clients. Formulates detailed responses on a resolution to clients, various entities, DES Director, and DES Executive Team.
• Works closely with local office staff to correct errors if they were caused by the agency. Meets with community groups/organizations to establish and maintain effective working relations. Attends and participates in work groups involving region and local office process improvements, attends local office management meetings, and communicates updates with staff. Confers with management to develop and implement local office procedures to ensure compliance with Federal and State Laws.
• Ensure accuracy and timely completion of caseload. Ensuring assignments and projects are completed to meet the daily objectives, performance measures and goals of the agency. Plan workflow and control the daily working arrangements for assignments assigned. Consult with appropriate personnel regarding program objectives, accountability, and delivery of services.
• 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 of:

• Public assistance eligibility determination processes and FAA case read proves.
• Federal and State laws, statutes, regulations, policies and procedures pertaining to public assistance programs; high emphasis on information related to overpayments.
• Communication, conflict resolution, mediation and collaboration techniques.

Skill in:

• Independent problem solving, analyzing, and decision-making for complex issues.
• Customer service, interviewing, listening, and negotiation.
• Critical thinking, analytical, detail-oriented, and conducting research.

Ability to:

• Perform quality case reviews of eligibility determinations for Nutrition Assistance (NA), Medical Assistance (MA), and/or Cash Assistance (CA).
• Manage conflict and resolve problems.
• Read, understand, and implement department and administrative policies and procedures.

The ideal candidate for this position will have:

• Minimum of two years of FAA eligibility determination experience.
• OR a Bachelor’s or Master’s degree in a field appropriate to the assignment.

• If this position may 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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

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 pilot 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 about this career opportunity, please contace Jennifer Honhoinewa at 480-356-6674 or JHonhoinewa@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 480-356-6674. Requests should be made as early as possible to allow time to arrange the accommodation.