What are the responsibilities and job description for the CHILD SUPPORT SERVICES OFFICER 3 - UNIT LEAD position at Arizona Department of Economic Security?
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._
### CHILD SUPPORT SERVICES OFFICER 3 - UNIT LEAD
Job Location: Division of Child Support Services (DCSS)
Customer Care Call Center
Location is Based on Closet Client-Facing Office to Successful Candidate's Arizona Residence Posting Details: Salary: $36,779 - $46,778.16
Grade: 19
Closing Date: 02/05/2025 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 who 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 DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Officer 3 (Program Project Specialist 2) with the Customer Service Region. This position is responsible for functioning as unit lead for a group of employees in the application of child support enforcement rules, regulations, policies and procedures.
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.
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:
Knowledge, Skills & Abilities (KSAs):
The ideal candidate for this position will have:
Leadership; call center experience; investigative research and analytical ability; court order interpretation.
Pre-Employment Requirements
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits
The Arizona Department of Economic Security offers a comprehensive benefits package to include:
_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 Davianna Harper at (480) 953 0018 or dharper@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 calling (602) 542-8900. Requests should be made as early as possible to allow sufficient time to arrange the accommodation
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._
### CHILD SUPPORT SERVICES OFFICER 3 - UNIT LEAD
Job Location: Division of Child Support Services (DCSS)
Customer Care Call Center
Location is Based on Closet Client-Facing Office to Successful Candidate's Arizona Residence Posting Details: Salary: $36,779 - $46,778.16
Grade: 19
Closing Date: 02/05/2025 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 who 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 DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Officer 3 (Program Project Specialist 2) with the Customer Service Region. This position is responsible for functioning as unit lead for a group of employees in the application of child support enforcement rules, regulations, policies and procedures.
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.
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:
- Provide training and coaching to child support officers.
- Troubleshoot difficult and complex calls and emails.
- Review/analyze customer inquiries and the automated case management system.
Knowledge, Skills & Abilities (KSAs):
- Strong understanding of leadership principles and practices.
- Extensive knowledge of inbound/outbound call center policy, procedures and regulations.
- Experience with interactive voice response systems and automated dialers.
- General working knowledge of offices practices, rules and policies governing confidential information and privacy.
- Knowledge/proficiency with customer and client databases, social services case management systems or customer financial accounts.
- Excellent communication skills (both oral and written).
- Proficiency in agency call center practices, policies, and procedures.
- Skilled in team building tools and techniques.
- Skilled in use of interviewing techniques to obtain information.
- Ability to determine the appropriate child support enforcement actions needed; improve performance.
- Ability to multi-task and thrive in a fast-paced, performance driven environment.
- Ability to meet performance measures and data reliability goals.
- Ability to establish and maintain effective working relationships with staff members and leadership while maintaining a high level of diplomacy, confidentiality, neutrality, and professionalism.
The ideal candidate for this position will have:
Leadership; call center experience; investigative research and analytical ability; court order interpretation.
Pre-Employment Requirements
- Successfully pass background and reference checks; employment is contingent upon completion of the
- Arizona Level One Fingerprint Clearance Card.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
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
_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 Davianna Harper at (480) 953 0018 or dharper@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 calling (602) 542-8900. Requests should be made as early as possible to allow sufficient time to arrange the accommodation
Salary : $36,779 - $46,778
