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  • 503012
  • Full-time


Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision that every child, adult, and family in Arizona will be safe and economically secure.

DES serves more than 3 million Arizonans Our Mission is to make Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable.

Division of Rehabilitation and Employment Services (DERS)
Quality Assurance and Integrity Administration (QAIA)

Job Location:

Address:  1924 E University Drive, Phoenix, AZ, 85034

Posting Details:

Salary: $15.6030 HOURLY 

Grade: 15

Closing Date: Open until filled

Job Summary:

Would you like to be part of an amazing culture that helps Arizonans reach their full potential through temporary assistance? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork.

The Department of Economic Security, Division of Employment and Rehabilitation Services (DERS) performs an integral role in improving Arizona’s workforce by assisting individuals who are unemployed or underemployed, and those with barriers, to prepare for and obtain meaningful employment. DERS supports Arizona employers with recruitment assistance by connecting them to a skilled workforce.
We are seeking an experienced and highly motivated individual to join our team as an Overpayment Deputy with the Quality Assurance and Integrity Administration (QAIA). This position is responsible for Assist claimants utilizing written and verbal communication to explain and interpret Federal, State Laws statutes, rules and guidelines applicable to Unemployment Insurance (UI).

Job Duties:

• Reviews the GUIDE system, marks documents 'worked' in OnBase, handles incoming calls from claimants and department agents, clears and sets issues if appropriate, and processes UB259s when assigned daily.
• Contacts employers or claimants when necessary to obtain missing information and works closely with the Office of Accounts Receivable and Collections.
• Completes monthly/weekly reports as assigned, including workload status reports.
• Occasionally acts as a lead.
• Performs other duties as required, such as participating on special projects or represent the unit when changes are occurring that involve system upgrades.
• Adjudicates more complex or difficult cases involving non-monetary determinations, overpayments, fraud investigations, and penalty application.
• Adjudicates more complex or difficult cases involving non-monetary determinations, overpayments, fraud investigations, and penalty application.
• Processes claimants’ requests for fact findings or appeals. Act a backup to BARTS Administrator and attends appeals hearings as necessary.
• Continues the work of New Claims and Inquiry agents for the Call Center and coordinates with Office of Inspector General investigators to process completed investigations to issue overpayments.
• Other duties as assigned as related to the position.

Knowledge, Skills & Abilities (KSAs):

• Knowledge of the functions performed by Claims and Inquiry deputies.
• Knowledge of the principles and issues in adjudicating UI claims.
• Knowledge of administrative law proceedings that apply to investigation of eligibility issues and writing legal determinations affecting claimants' eligibility and charges to an employer tax account on behalf of the Department.
• Knowledge of preparing reports to identify daily work assignments and completeness of cases assigned.
• Organization and time management skills.
• Above average verbal and writing skills to express situations coherently.
• One year of customer service skills.
• Ability to work independently with minimal or no supervision.
• Ability to Interpret rules, regulations, and law.
• Ability to work well with others.
• Ability to provide excellent customer service to external and internal customers.
• Ability to multitask in a fast-paced environment.

Selective Preference(s):

• At least 1 year experience in customer service, handling outgoing and incoming telephone inquiries, and have an aptitude for working with numbers.

Pre-Employment Requirements:

• High School Diploma or equivalent (GED).
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.
• 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.


We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.
-Affordable Health, Dental, Vision and Life and Disability Insurance
-10 holidays per year
-Paid Vacation and Sick time off - start earning it your 1st day
-Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)
-Contribute to, and participate in the Arizona State Retirement System
-Ride Share and Public Transit Subsidy
-Career Advancement Opportunities
-Tuition reimbursement
-Opportunity to work remotely (home office) on an ad-hoc basis

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.

Contact Us:

For questions about this career opportunity, please call (480) 204 - 2707 or email daisyrhodes@azdes.gov.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (480) 204 - 2707 or email daisyrhodes@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.


All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.