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

Job Location:

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

Posting Details:

Salary: $31,200.00 - $38,000.00 

Grade: 15

Closing Date: October 29, 2024

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. 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 may offer the ability to work remotely, within 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.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:
• Receives, enters and resolves grievances (complaints), inquiries or requests for assistance from callers.
• Work with the Lead Grievance Specialist, many times in conjugation with various Division staff. Some grievances resolved by the Lead Grievance Specialist, many times in conjugation with various Division staff to collaborate for resolution. Many grievances result in inquiries to leaders within the Division.
• Documents all updates in the RS every 3-5 days while updating the complaint. Monitors, tracks and works towards a quick resolution of grievances.
• Upon resolution of each grievance, the grievance specialist contacts the complainant to discuss the closure/resolution and issues a letter of closure.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:
• Division policies, procedures and updated processes and requirement of the AHCCCS Deliverable in the Division’s contract. Federal and State laws, rules and regulations related to individuals with developmental disabilities.
• DES Divisions and the services provided. Principles of family support and self-determination.
• Public relations and training/presentations techniques, Developmental disabilities systems, Home and community-based services (HCBS) provided to people with developmental disabilities.
• Resources, programs, and systems that support individuals with developmental disabilities, problems identification and resolution techniques.
• Values and rights associated with the field of developmental disabilities.

Skills In:
• Implementing and evaluating/analyzing member and family support programs, oral and written communication.
• Interacting and working with diverse individuals, advocacy groups, First Responders and others in a professional manner.
• Planning, organizing, prioritizing, multi-tasking and time management of numerous high-level projects at one time; Esta