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Job: Call Center Eligibility Interviewer(Job Id 38897)

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Job Description

06/13/2018 06/27/2018
PHOENIX 14.86-15.04


Providing Opportunity, Assistance and Care for Arizonans in need!


All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative and embrace a culture of public service.


Division of Benefits and Medical Eligibility

515 North 51st Avenue, Phoenix, AZ 85043

Temp to Hire Program Group 1



The Division of Benefits and Medical Eligibility (DBME) is seeking detail oriented and highly motivated individuals to join our team as an Eligibility Interviewer for our high volume inbound call center southwest location near 1-10 West and 51st Avenue. Call Center Eligibility Interviewers are responsible for receiving inbound phone calls and providing quality customer service during a phone interview with DBME members. At the same time the position will enter data into computer screens to complete the benefit determination process for, Nutrition Assistance/Food Stamps, Medical Assistance and Temporary Assistance for Needy Families (TANF) formerly known as Cash Assistance. The selected candidates must be available for an 8-hour shift Monday through Friday between the hours of 7:00 a.m. to 6:00 p.m. Paid training on programs is provided.


-        Conduct customer interviews over the telephone necessary for initial and renewal determination of eligibility in the area of assignment, such as Nutrition Assistance (NA [formerly known as food stamps]), Temporary Assistance for Needy families (TANF), medical and cash assistance.

-        Interpret federal, state, and agency statutes, rules and regulations; provide clear information regarding eligibility requirements.

-        Access computer information and input data through a variety of computer programs while speaking with clients over the telephone.

-        Responds over telephone to client inquiries in regard to program services, rules, policies and procedures.

-        Meet  time frames and accuracy standard goals.


Knowledge of:

-        Thorough knowledge of the programs administered by the Family Assistance Administration (FAA) and systems used for determining eligibility.

-        General understanding of the various programs administered, and services provided by the Department.

-        General knowledge of state and federal laws, regulations, and policies.

-        General knowledge of call center standards and best practices.

Skill in:

-        Good written and oral communication skills and ability to resolve customer concerns.

-        Independent problem solving, analyzing, and decision-making skills.

-        Skills in interpreting and understanding SNAP (Nutrition Assistance), TANF (Cash Assistance), and AHCCCS/Medicaid (Medical Assistance) program policies and procedures.

-        Organizational and interpersonal skills to manage workload.

-        Skills in interviewing to elicit information on customer needs.

-        Excellent customer service skills.

-        Listening skills to develop and maintain a professional rapport with customers, peers, and other contacts.

Ability to:

-        Be flexible, multi-task, attend required training; apply basic mathematical skills; develop and maintain effective working relationships with both internal and external clients, including other state agencies and community resources; work at least 40 hours per week and provide support to the team or department.

-        Ability to explain and interpret federal and state statutes, policies and procedures.

-        Ability to interpret and apply FAA program policies and procedures as related to the functions of the call center.

-        Ability to reinforce policies and procedures.

-        Ability to navigate through multiple computer systems/programs.

-        Ability to problem solve.

-        Ability to work with difficult/hostile customers.

-        Ability to work in a fast-paced environment.

-        Ability to research and find policies.

-        Ability to make assessments.


-        Must have public contact or customer service experience which includes interviewing, evaluating, and determining eligibility.

-        At least one year  of customer service work experience in a call center preferred.

-        Must have attended the Group 1 training class through the Knowledge Services/DBME temp-to-hire program.


-         High School Diploma or GED

-        Successfully complete the Electronic Employment Eligibility Verification Program (E­Verify), applicable to all newly hired State employees.

-        Be subject to a search of Child Protective Services Central Registry.

-        Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency's ability to reasonably accommodate any restrictions

-        Travel is required for training and meetings, which may require an overnight stay.


 The Department of Economic Security offers a comprehensive benefits package to include: 

-        Sick leave

-        Vacation with 10 paid holidays per year

-        Health and dental insurance

-        Retirement plan

-        Life insurance and long-term disability insurance

-        Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance


Positions in this classification participate in the Arizona State Retirement System (ASRS). 

Please note, enrollment eligibility will become effective after 27 weeks of employment.


If you have any questions, please feel free to contact 602-771-2880 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-364-3981. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.


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