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 MANAGER SENIOR

Job Location:

Division of Developmental Disabilities (DDD)
1455 South Alvernon Road, Tucson, Arizona 85711

Posting Details:

Salary: $68,000.00 to $74,000.00 

Grade: 23

Closing Date: January 3, 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 Manager Senior. 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:
• Directing, coordinating and supervising staff who receive all DDD grievances and inquiries from statewide stakeholders including members, families, the Governor's office, Legislative Services, AHCCCS, the DES Director's office, providers, advocates and managers who supervise Customer Service Representatives; ensuring timely and proper resolution.
• Collaborating with vendors, DDD Staff, members, families, and stakeholders and working on statewide projects and initiatives; following policies and ensuring compliance with regulations, system improvement for members to align with DDD Mission; implementing new legislation.
• Directing the Office Coordinator who provides support to the Developmental Disabilities Advisory Council, solving problems, providing advocacy on behalf of Members and families, assisting managers with special projects including public forums and responding to inquiries from across the state and Customer Service email. Corresponds with families on initial applications, denial of service notices, etc. Attends training and meetings.
• Ensuring compliance with all AHCCCS Customer Service Compliance standards.
• Directing the Data Validation Specialist staff responsible for tracking and trending all grievances and inquiries for the AHCCCS deliverables including Customer Service Center, monthly, quarterly, semi-annual, and annual reports. Directing the DDD Publications Manager responsible for internal and external compliance with medical regulations.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:
• State laws, rules, and regulations related to individuals with developmental disabilities.
• Extensive knowledge of DDD Policies and Procedures.
• Principles of family support and self-determination.
• Resources, programs, and systems that support individuals with developmental disabilities.
• Principles and practices of supervision, leadership, organization