DEPARTMENT OF ECONOMIC SECURITY

Office of the Director (OOD)
Ombudsman Office
1717 West Jefferson Street, Phoenix, Arizona 85007

Salary: $36,778.77 - $51,393.00 Annually 

Grade: 19

Closing Date: September 29, 2026

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 and the Office of the Director are seeking an experienced and highly motivated professional to join our team as a Program Project Specialist 2. This position reports directly to the Ombudsman and will deliver confidential, independent, and impartial issue resolution across all DES programs. This position serves as the primary intake specialist for client concerns and will evaluate and process incoming inquiries, communicating directly with clients to gather essential details, and route cases via Salesforce to division advocates. This role will design, develop and implement and evaluate standard work procedures, assisting in streamlining organizational workflow and peak productivity. Additionally, this role monitors, reviews, and closes cases upon completion by advocates to ensure transparent, fair, and equitable outcomes.

This position may offer the ability to work remotely, within the state of 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:
• Process incoming confidential client concerns from various channels (web forms, emails, voicemails, Governor's Office referrals).
• Utilize Salesforce to assign and distribute cases to the appropriate DES division advocates.
• Track case progress, review completed division advocate responses for quality and thoroughness, and manage formal case closures.
• Design, develop and implement standard work procedures across the organization, managing workflows and maintaining productivity.
• Contact clients as needed to collect comprehensive detail and context, enabling divisions to resolve issues effectively.
• Report to the Assistant Ombudsman on trends, issues, and concerns within DES, the communities, and the state.
• Make recommendations on training material for internal and external customers and the community.

Knowledge of:
• Principles of informal dispute resolution in confidentiality, neutrality, impartiality, and independence.
• DES programs, administrative structures, governing policies, and client navigation pathways.
• Functionality of case management systems and Salesforce.
• Methods for handling sensitive public inquiries, constituent referrals, and executive office communications.
• Knowledge of the various Social Services programs.

Skills In:
• Evaluating complex client inquiries from multiple input channels to determine correct agency routing.
• Targeted questions to gather key facts from clients who may be distressed, confused, or frustrated.
• Documenting clear, concise, and objective case summaries for division advocates and executive reporting.
• Monitoring workflow milestones to ensure advocate responses are thorough, accurate, and completed on schedule.
• Analytical and interpersonal skills coupled with the knowledge and respect of diverse cultural, social, and economic norms.

Ability to:
• Remain objective, non-partisan, and neutral when handling sensitive disputes between clients and the agency.
• Interact calmly, professionally, and empathetically with clients facing administrative obstacles.
• Handle non-public personal data, confidential inquiries, and sensitive client information with high integrity.
• Work effectively with advocate teams, program managers, and leadership to promote equitable resolutions.
• Communicate effectively through oral and written communication.

This ideal candidate for this position will have:
• Education may be an associate’s degree or Equivalent work experience.
• Three years of administrative experience equivalent to or above Administrative Assistant III (Grade 17).
• Experience working in a liaison/advocate role.

• 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).

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
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year of paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

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 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 lifelong 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 me at ShannonAnguiano@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 OODHRStaffing@azdes.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.