DEPARTMENT OF ECONOMIC SECURITY

Address: Division of Developmental Disabilities (DDD)
1789 West Jefferson Street, Phoenix, Arizona 85007

Salary: $35,000.00 - $37,000.00 

Grade: 15

Closing Date: September 22, 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 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 Developmental Disabilities (DDD), is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2. DDD provides individuals with developmental disabilities, and their families, services and supports that are flexible, high quality, and member driven. These services provide individuals with opportunities to exercise their rights and responsibilities of independent decision-making and engagement in the community.

Applicants for this position cannot be licensed or certified by the DDD Office of Licensing Certification and Regulation, cannot have a principal interest in or have a spouse or close family with principal interest in a DDD Qualified Vendor Agreement, and cannot be employed or subcontracted by a DDD Qualified Vendor.

Essential Duties and Responsibilities include but are not limited to:

• Receives, enters and resolves grievances (complaints), inquiries or requests for assistance from callers
• Activities include monitoring, tracking and recording of all incoming calls, performing a variety of research and assessment of the situation
• Documents all updates in the RS every 3-5 days while updating the complainant
• Work with the Lead Grievance Specialist, many times in conjunction with various Division staff, to collaborate for resolution. Many grievances result in inquiries to leaders within the Division
• Upon resolution of each grievance, the grievance specialist contacts the complainant to discuss the closure/resolution and issues a letter of closure
  

Knowledge in:

• Values and rights associated with the field of developmental disabilities
• Problem identification and resolution techniques
• Resources, programs, and systems that support individuals with developmental disabilities
• Public relations and training/presentation techniques
• Principles of family support and self-determination
• Home and Community-Based Services (HCBS) provided to people with developmental disabilities
• Federal and State laws, rules related to individuals with developmental disabilities
• Division policies, procedures and updated processes and requirements of the AHCCCS
• Deliverables in the Division contract and DES Divisions and services provided

Skills In:

• Implementing and evaluating/analyzing member and family support programs
• Strong oral and written communication
• Planning, organizing, prioritizing, multitasking and time management of high-level projects
• Advocacy and group facilitation
• Time management and organization
• Establishing and maintaining effective working relationships with stakeholders
• Interacting with diverse individuals (First Responders, advocacy groups) in a professional manner

Ability to:

• Effectively manage a wide variety of tasks, projects, and responsibilities
• Make good and sound decisions
• Adapt
• Multitask and re-prioritize on a minimum of a daily basis
• Set high work standards and consistently maintain high levels of productivity or activity
• Understand the concerns of members and assist in resolving the issues
  

The ideal candidate for this position will have:

• Understanding of developmental disabilities, DDD, AHCCCS, Support Coordination.
• At least 2 years of experience in customer service, dealing with heavy public contact
• Bilingual: English-Spanish preferred

• 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. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to Driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operated a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) (R2-10-201.11).
• 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
• 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

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 contact Stacie Austin at 602-908-6208 or saustin@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 602-908-6208 or saustin@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.