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  • 514608

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  • 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 Child Support Services (DCSS)

Job Location:

Address: 20 E White Mountain Boulevard, Lakeside, Arizona 85929

Posting Details:

Salary: $44,000 - $47,000

Grade: 19

Closing Date: Open Until Filled

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.

Job Summary:

The Arizona Department of Economic Security (DES) is looking for highly skilled individuals who are committed to service, community, and teamwork to be part of our amazing culture of helping Arizonans reach their full potential through temporary assistance.

The DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Program Project Specialist 2 - Lead. This position is responsible for functioning as unit lead for a group of employees in the application of child support enforcement rules, regulations, policies and procedures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, 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.

Job Duties:

- Function as unit or office lead; train and guide employee productivity and efficiency as per guidelines. Monitor workflow, verify accounts, data, transactions and records; audit documentation/approvals; responsible for caseload. Make determination to overturn inappropriate actions taken by Child Support Services Officers; make adjustments or corrections. Coach staff on improving performance, elevate issues to the supervisor.
- Provide technical guidance and expertise as subject matter expert. Provide input into employee hiring, perform on-boarding and orientation; provide support on new and/or revised child support enforcement policies, procedures, regulations and guidelines. Effectively use electronic messages as communication tool; recognize alerts, work-lists and tracking codes. May monitor calls and/or document approvals.
- Develop effective monitoring and evaluation procedures for new and ongoing programs for the assigned area and ensure program conformance and integrity; facilitate in the design, development, modification and implementation of agency projects, programs and system/software changes.
- Handle elevated issues, high level calls or inquiries; the Federal Office of Child Support Enforcement referrals; consult with appropriate personnel regarding program goals, objectives, accountability and delivery of services; determine if requests are to be denied or approved; may issue a written determination regarding requests.
- Prepare summaries, correspondence, periodic status updates; maintain knowledge on child support policy and procedures and office practices; ensure accuracy in the performance of duties; safeguard information and adhere to record retention policy and procedures. Troubleshoot and resolve case management and system issues. Position requires access to system with Federal Tax Information.
- Determine program feasibility and goals; assist in the preparation of funding proposals and fiscal controls; represent the agency at meetings with other governmental jurisdictions and before various community groups; prepare a variety of technical and administrative reports. Develop standard operating procedures; may participate in user testing.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
- Leadership principles and practices
- Office practices, rules and policies governing confidential information and privacy
- Customer/client databases, social services case management systems or customer financial accounts
- Various communication techniques related to customer service
- Written and verbal communication

Skills in:
- Case management
- Team building
- Interviewing techniques to obtain accurate information
- Preparing documents
- Monitoring and tracking automated activity
- Handling a high volume of in-bound calls
- Meeting established response times to resolve questions, issues and discrepancies
- Analyzing data and accurately updating an automated case management system
- Verbal and written communications; effective and active listening
- Establishing and maintaining interpersonal relationships

Ability to:
- Provide effective guidance and expertise in the development and implementation of programs and projects in the area of assignment
- Review and evaluate program activities analytically and to develop effective plans and methods for program improvement
- Establish and maintain effective working relationships; work in a team environment with diverse groups within established guidelines
- Learn the assignment of rights, distribution and disbursement of child support
- Meet performance measures and competing priorities; adhere to strict state and federal timeframes
- Stay up-to-date on the child support services automated case management system and related databases
- Make independent decisions; work independently, effectively, and efficiently
- Follow set policies and procedures as related to job duties to ensure timeliness, data reliability and accuracy
- Effectively use electronic messages as a communication tool; understand alerts, work-lists and tracking codes

Selective Preferences:

The ideal candidate will have one year experience as a Child Support Services Officer 1 in Arizona State Service or the equivalent in another jurisdiction. Any combination of training and experience that meet the KSA may be substituted. 

Pre-Employment Requirements:

- 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.
- Arizona Level One Fingerprint Clearance Card.
- The position will require the possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.12). Individuals may be required to use their personal motor vehicle.


The Arizona Department of Economic Security offers a comprehensive benefits package to include:

- Career Advancement & Employee Development Opportunities
- Flexible schedules to create a work/life balance
- Tuition Reimbursement
- Participation in the Arizona State Retirement System (ASRS)
- 10 paid holidays per year
- Stipend Opportunities
- Infant at Work Program
- RideShare and Public Transit Subsidy
- Affordable Medical, Dental, and Vision
- Life and Disability Insurance

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.

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 contact Jeanne Endicott at (480) 435-5672 or Jendicott@azdes.gov.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (602) 542-8900. 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.