Division of Benefits and Medical Eligibility (DBME)
Family Assistance Administration (FAA)
Phoenix Customer Care Center
8620 North 22nd Avenue Phoenix AZ 85021

Salary: $36.9267 Hourly / $76807.54 Annualy

Grade: 23

Closing Date: April 10 2026

Would you like to be part of an amazing team that makes Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need and care for the vulnerable The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service community and teamwork. To learn more about DES please visit ; or click on the link here to view Our DES video. Come Join the DES Team!

The Division of Benefits and Medical Eligibility (DBME) is seeking an experienced detail-oriented and highly motivated individual to join our team as a Region Program Manager. This position exists to manage oversee and supervise the operations of multiple sections in the Customer Care Center (CCC) under the Family Assistance Administration (FAA). These sections are responsible for determining re-evaluating adjusting correcting and supporting initial and ongoing eligibility decisions for Nutrition Assistance (NA) Medical Assistance (MA) and Cash Assistance (CA) programs based on established Federal and State rules and regulations policies and procedures.

This position may offer the ability to work remotely within Arizona based upon the departments 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 States 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:

• To train coach counsel mentor approve leave and training requests accommodate alternate work schedules evaluate work performance and performs other management functions to ensure offices meet Federal and State requirements for the issuance of benefits for the NA CA and MA programs.
  
• Review productivity levels and production schedules to meet changing priorities in offices.
  
• Reviews and monitors the quality of work performed accuracy rate and timeliness.
  
• Researches reviews and analyzes operational procedures. Develops and continually reviews performance measurements.
  
• Confers with peers and subordinates to develop and implement operational procedures to ensure compliance with federal and state laws and recommends changes for consideration.
  
• Completes and submits monthly reports related to the work activity of the BSOG.
  
• Reviews and responds to incoming correspondence from internal/external clients and writes detailed reports relating to the BSOG activities. Works with the Program Administrator to develop and implement program/section goals and objectives and interpret program policies and procedures based on established Federal and State rules and regulations.
  
• Completes performance evaluations elevates employee misconduct concerns and acts as a witness to issuance of disciplinary actions. Attends and participates in work groups attends management/departmental meetings and communicates updates with staff. Meets with community groups/organizations for the purpose of establishing and maintaining effective collaborative partnerships.
  
• Conducts research on relevant laws regulations and legal articles. Works with Employee Relations on various complex sensitive and confidential personnel actions. Works with other managers administrators and executive leadership in the development and implementation of strategies which integrate and improve services ensuring FAA meets the DES True North.
  
• Travel is necessary to attend trainings and meetings which may require an overnight stay.

Knowledge in:

• Public assistance eligibility determination processes
  
• Federal and State laws statutes regulations policies and procedures pertaining to public assistance programs
  
• Computer programs/systems utilized by FAA for eligibility determinations such as AZTECS FAA online policy manual HEAplus OnBase etc.
  
• General understanding of the various programs administered and services provided by the Department.
  
• Communication conflict resolution mediation and collaboration techniques.
  
• ADOA/DES Personnel policies and procedures.
  
• Leadership and team building methodologies;
  
• Agencys evaluation system and forms used/required.
  
• Call Center office process and procedures
  
• DES and DBME organization structure.

Skill in:

• Excellent written and oral communication skills to convey a wide variety of information; interpreting and understanding program policies and procedures.
• Skills in project planning organization management and communication; managing and balancing a variety of management and administrative functions; independent problem-solving analyzing and decision-making skills for complex issues related to the local office.
• Skills in customer service interviewing listening negotiation monitoring evaluation supervision and public speaking requirements.
• Skill in implementing and monitoring performance measures established by the Division.
• Skill in preparation and review of legal documents research techniques and evidentiary requirements.

Ability to:

• Assess operational needs establish priorities and analyze complex issues and implement established operational procedures; manage managers/supervisors/employees with diverse skills educational and cultural backgrounds; work independently while functioning as an integral part of the management structure.
• Ability to model integrity confidentiality dependability and quality customer service as well as the ability to mentor and instill these values in others; manage conflict and resolve problems at the local office level.
• Ability to engage in verbal and written communication with staff and outside entities; be creative and innovative in approaches to helping staff overcome learning difficulties.
• Ability to communicate vision and direction lead by example promote continuous learning and develop staff skills. Ability to read understand and implement department and administrative policies and procedures.
• Ability to plan analyze and coordinate activities establish priorities for the unit participate in the proposal of operational procedures coach counsel mentor and lead in a fast-paced environment.
• Ability to implement and adhere to the Arizona Management System (AMS) methodologies.

The ideal candidate for this position will have:

• At least 4 years of progressive supervisory and/or multi-location supervisory experience.

• 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:Drivers License Requirements.
• Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agencys 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 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 programhere. 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 Daniel Almeida at or .

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 or Requests should be made as early as possible to allow time to arrange the accommodation.