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Job: PROG PROJ SPCT 2(Job Id 36745)

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Job Description

03/19/2018 03/22/2018
INVESTIGATION & ADJUSTING 19
PHOENIX 0.00-45,000.00

Department of Economic Security

Providing Opportunity, Assistance and Care for Arizonans in need!

Program Project Specialist 2

Office of Community Engagement

1789 W. Jefferson St

Phoenix, AZ, and 85007

www.azdes.gov

JOB SUMMARY:

The Director’s Office of the Ombudsman is unique and one of a kind within DES. This position handles concerns and issues on behalf of the Ombudsman in an informal, confidential, neutral, and non-partisan manner.  This position encounters situations where no clear criteria or standard exist and must analytical skills to make sound and fair recommendations.  They must take into consideration all sides of an issues and have the expertise to independently determine the best resolution and possess the mediating skills to help all parties toward that resolution.  This position facilitates mediations in an effort to prevent escalation of problems that have negative impact on service to ADES customers.  In addition, this position investigates complaints, drafts reports/responses, recommends/mediates resolution on behalf of the Assistant Ombudsman.

JOB DUTIES: 

-          Responds to, investigates and resolves statewide internal and external complaints and concerns that are presented to the Director’s Office via phone calls, emails and walk-ins from everyone including customers, contractors, and vendors, other state entities and out of state inquires. Based on the results of the investigation, draft procedures and policies for enhancements and improvements of products and services to the customers of ADES.  Also completes correspondence based on findings.

-          Acts as the information source for callers and visitors to the ADES.

-          Certified Mediator who works with external DES customers to ensure that parties receive fair and equitable treatment.  Mediations include but are not limited to disputes between ADES/Customer issues; Customers/Customer; Based on results of the mediation, makes recommendations to the Assistant Ombudsman.

-          Researches and analyzes trends and the impact of policy on customers and the community in order to respond to high level requests for research and reviews from the Assistant Ombudsman.  Reports monthly to the Assistant Ombudsman on trend, issues and concerns within ADES, the communities and the state, and makes recommendations on training material for internal and external customers and the community.

-          Prepares data and statistical reports, that could include case load sizes in relationship to economic and population size and the impact on local, regional and statewide issues, and trends.  Prepares reports on suggestions best practices to support findings and recommendations that have an impact on ADES services.  Maintains hard-copy cases files on non-confidential issues.  Manages a confidential database on issues and trends that have a positive or negative impact on ADES.

-          Provide administrative support as directed by the Assistant Ombudsman to the Governor’s Office of Constituent Services by responding to social service issues that are directed to the Governor via phone calls and emails.  Available for other duties that could include special projects assigned by the Assistant Ombudsman.  Attend DES division and regional meetings. Attend statewide meetings, conferences and seminars to learn best practices, ides for continuous improvements and cost-effective improvements for the Office of the Ombudsman and ADES.

-          Interact and work together with Federal, local and other state entities to resolve statewide and local issues that impact ADES and other Department.  Assist drafting policies that could include special projects assigned by the Assistant Ombudsman.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs):

Knowledge of:

-          Certification as a Mediator or proven skills in the area of Conflict Management. Strong interpersonal skills coupled with the knowledge and respect of diverse culture, social and economic norms of ADES Customers. 

-          Be able to meet, respond to and negotiate with individuals in personal crisis or confrontational situations.

-          Working knowledge of Federal and State laws and regulations and how they affect ADES. 

-          Extensive and broad knowledge of the policies, procedures, and operations or the ADES. 

-          Extensive knowledge of policies, procedures and operations of one or more Divisions of ADES. 

-          Extensive knowledge of External resources and community services.

-          Knowledge of the various Social Services programs.

Skill in:

-          Skills to diffuse hostile and difficult situations in order to provide effective service to ADES customers.

-          Considerable skill in interpreting gathered information in order to make recommendations for improvements within ADES.

-          Strong analytical skills.

-          Strong interpersonal skills coupled with knowledge and respect of diverse cultural, social and economic norms of ADES customers.

-          Skills in mediation and or conflict management.

Ability to:

-          Ability to prepare statistical reports based on gathered information.  Ability bullet #1

-          Ability to communicate effectively through oral and written communication. 

-          Ability to interact effectively with executive and upper level management.

-          Ability to interact effectively with the Governor’s Office of Constituent Services.

SELECTIVE PREFERENCE(S):

-          Three years of administrative experience to or above the Administrative Assistant II (Grade 17) or a Bach elor’s Degree.  Certification as a Mediator or a minimum or Forty (40) hours mediation training or one (1) year experience in the area of mediation and/or conflict management.

PRE-EMPLOYMENT REQUIREMENTS: 

-          Complete application and undergo the background process.

BENEFITS: 

 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

RETIREMENT: 

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

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

CONTACT US: 

If you have any questions please feel free to contact 602-542-0110 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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