DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona.

DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.

DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

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

Posting Details:

Salary: $35,000.00 - $37,000.00 

Grade: 15

Closing Date: January 22, 2025

Job Summary:

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.

This position is available for remote work on a full-time basis within Arizona (including virtual office arrangements).

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.

 

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

• Functions in a capacity in the Division of Developmental Disabilities (DDD) and supports After Hours. These hours of operation are from 5pm - 8am, Monday - Friday, 24 hours a day on Saturday and Sunday and all State holidays. After Hours specialists are assigned an 8 hour shift within these hours after orientation and training.
• Answers incoming calls & coordinates complex sometimes urgent member situations to resolve and ensure member health and safety' and place it directly under the first bullet point
• This position is responsible for coordinating complex urgent member activities with other departments and agencies such as Executive Leadership Team (ELT), Adult Protective Services (APS), Department of Child Safety (DCS), Police, Health Plans etc. to ensure the health and safety of the member
• Activities include tracking and recording of all incoming calls, performing a variety of research and assessment of the situation, coordination, and analysis of findings to execute on the next steps, and any follow-up needed once the member is in a safe environment
• Other responsibilities to include administrative tasks such as data entry, Person-Centered Service Plan (PCSP) updates, member file updates, electronic faxing, documentation preparation for staff and as assigned by the Supervisor or Operations Manager.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Basic human needs, behavior, and personality
• Federal and State Statutes, agency policies and procedures relating to the care and treatment of persons with developmental disabilities
• Agency personnel rules and practices
• Crisis Management

Skills in:

• Social, intellectual, behavioral problems of people with developmental disabilities
• Health Insurance Portability and Accountability Act (HIPAA)
• Community resources, medical, and behavioral health issues, and terminology
• Principles of applied beh