Customer Service Representative 2

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 behavioral interventions

Ability to:

• Counsel (as used in providing advice and assistance) and interacting with members and family members
• Use a computer including Microsoft, Google, OnBase, Focus, and various other programs
• Type a minimum of 40 words per minute

Selective Preference(s):

The ideal candidate for this position will have:

• The ideal/preferred candidate will possess a minimum of 3 years of customer service experience and working with or assisting individuals in a community setting, (e.g. community involvement with individuals with developmental disabilities and mental health diagnosis).

Pre-Employment Requirements:

• Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• Employee shall have a valid Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 41-2758.07 in order to work with children and vulnerable adults.
• Candidates for this position shall be subject to a search of both the Department of Child Safety Central Registry pursuant to A.R.S. 8-804 and the Adult Protective Services Registry pursuant to A.R.S. 46-459.
•  All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency’s ability to reasonably accommodate any restrictions.

 

Benefits:

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
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

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.

Contact Us:

For questions about this career opportunity, please contact Joseph Deserio at 480-589-4222 or JDeserio@azdes.gov.

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 480-589-4222 or JDeserio@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.

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