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:

Address: 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: September 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.

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
• Activities include monitoring, tracking and recording of all incoming calls, performing a variety of research and assessment of the situation
• Documents all updates in the RS every 3-5 days while updating the complainant
• Work with the Lead Grievance Specialist, many times in conjunction with various Division staff, to collaborate for resolution. Many grievances result in inquiries to leaders within the Division
• 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:

• Values and rights associated with the field of developmental disabilities
• Problem identification and resolution techniques
• Resources, programs, and systems that support individuals with developmental disabilities
• Public relations and training/presentation techniques
• Principles of family support and self-determination
• Home and Community-Based Services (HCBS) provided to people with developmental disabilities
• Federal and State laws, rules related to individuals with developmental disabilities
• Division policies, procedures and updated processes and requirements of the AHCCCS
• Deliverables in the Division contract and DES Divisions and services provided

Skills In:

• Implementing and evaluating/analyzing member and family support programs
• Strong oral and written communication
• Planning, organizing, prioritizing, multitasking and time management of high-level projects
• Advocacy and group facilitation
• Time management and organization
• Establishing and maintaining effective working relationships with stakeholders
• Interacting with diverse individuals (First Responders, advocacy groups) in a professional manner

Ability to:

• Effectively manage a wide variety of tasks, projects, and responsibilities
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