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Job: Deputy Assistant Director(Job Id 37512)

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Job Description

04/16/2018 04/30/2018
PHOENIX 91,576.36-0.00

Department of Economic Security

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.


Deputy Assistant Director

Division of Benefits and Medical Eligibility

1789 W Jefferson St.

Phoenix, AZ 85007


Under administrative direction from the Assistant Director, will manage day to day operations of the Division Call Centers and the direct line supervision of assigned Program Administrators and Unit Managers.


-          Directs and manages the day to day operations for the Division Call Centers, managing a staff of professional employees, utilizing innovative and existing management practices and principles in areas of budget and planning, expenditure and objective status tracking, personnel, affirmative action/EEO, employee relations, purchasing and facilities.

-          Plans, organizes, directs and coordinates program goals, objectives and strategies governing the Division Call Center operations. Confers with the Assistant Director, Program Administrators, and Executive Staff concerning division operations and responsibilities, provides information, advice and direction when appropriate

-          Ensure programs conform to state and federal laws, rules and regulations; evaluates statewide program performance through Program Administrators, Managers and their direct reports. Reports on the performance metrics of the Call Centers and develops goals and objectives to meet client demand or implements countermeasures.

-          Participates in the annual strategic planning process for the Division, including development, implementation and monitoring of goals, objectives and strategies; tracks and reports on the Division's progress in achieving performance goals and objectives; responds to action items and provides input for audit responses.

-          Manages personnel, facilities, contracts and interface issues with other governmental agencies and contractors or consultants. Administers personnel and affirmative action/EEO for the Division; reviews and approves personnel actions, responses to employee concerns, recruitment strategies and status reports.


Knowledge of:

-          Extensive knowledge of call center processes, systems and technology.

-          Understanding of call center metrics, programming and development.

-          Working knowledge of state and federal laws pertaining to benefit programs i.e.; Nutrition Assistance, Medical Assistance, Temporary Assistance for Needy Families, AHCCCS

-          Knowledge of rules, regulations, policies and procedures and the principles and practices of public administration.


Skill in:

-          Verbal communication

-          Written skills and ability to communicate clearly and effectively to a variety of audiences.

-          Translating strategic directives in to implementation plans and initiatives

-          Problem identification and resolution

-          Organizational skills in order to manage the multi-faceted work of the Division.

-          Root cause analysis, process mapping, implementation of process improvement initiatives and evaluation of results.

Ability to:

-          Communicate clearly and effectively both orally and in writing; read, understand and interpret complex issues, laws and policies.

-          Create, implement and monitor performance measures; plan, analyze and coordinate activities.

-          Establish priorities, develop procedures, coach, counsel, mentor, listen and lead in a fast-paced environment.

-          Exercise a high degree of discretion and independent judgment.

-          Write and compose complex issues and ideas; position papers and waiver requests.

-          Resolve personnel relation issues, make recommendations and decisions on behalf of the Assistant Director in his/her absence, work with long-range and short term visions and goals.


-          Education may be a Bachelor of Arts or Science, Master in Social Work, Public Administration or related field OR a minimum of four (4) years of recent administrative experience, expertise should include the accomplishment of service integration initiatives across multiple program areas and management of human services programs to include working with diverse groups of stakeholders.


-          In-State travel is required.  Candidate must possess a valid Arizona Driver's license and proof of insurance at time of appointment.  Employees may be required to use their own transportation; however mileage will be reimbursed as provided in the State Travel Reimbursement policy.


The Arizona 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) 774 -5516 for assistance.


Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting the Staffing Unit [email protected] or 602-771-2870. 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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