PROGRAM PROJECT SPECIALIST 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. PROGRAM PROJECT SPECIALIST 2 Job Location:Office of the Director (OOD) Ombudsman Office 1717 West Jefferson Street, Phoenix, Arizona 85007 Posting Details: Salary: $36,778.77 - $51,393.00 Annually Grade: 19 Closing Date: September 29, 2026 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 or click on the link here to view ‘Our DES’ video. Come Join the DES Team! The Department of Economic Security and the Office of the Director are seeking an experienced and highly motivated professional to join our team as a Program Project Specialist 2. This position reports directly to the Ombudsman and will deliver confidential, independent, and impartial issue resolution across all DES programs. This position serves as the primary intake specialist for client concerns and will evaluate and process incoming inquiries, communicating directly with clients to gather essential details, and route cases via Salesforce to division advocates. This role will design, develop and implement and evaluate standard work procedures, assisting in streamlining organizational workflow and peak productivity. Additionally, this role monitors, reviews, and closes cases upon completion by advocates to ensure transparent, fair, and equitable outcomes. This position may offer the ability to work remotely,within the state of 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: • Process incoming confidential client concerns from various channels (web forms, emails, voicemails, Governor's Office referrals). • Utilize Salesforce to assign and distribute cases to the appropriate DES division advocates. • Track case progress, review completed division advocate responses for quality and thoroughness, and manage formal case closures. • Design, develop and implement standard work procedures across the organization, managing workflows and maintaining productivity. • Contact clients as needed to collect comprehensive detail and context, enabling divisions to resolve issues effectively. • Report to the Assistant Ombudsman on trends, issues, and concerns within DES, the communities, and the state. • Make recommendations on training material for internal and external customers and the community. Knowledge, Skills & Abilities (KSAs):Knowledge of: • Principles of informal dispute resolution in confidentiality, neutrality, impartiality, and independence. • DES programs, administrative structures, governing policies, and client navigation pathways. • Functionality of case management systems and Salesforce. • Methods for handling sensitive public inquiries, constituent referrals, and executive office communications. • Knowledge of the various Social Services programs. Skills In: • Evaluating complex client inquiries from multiple input channels to determine correct agency routing. • Targeted questions to gather key facts from clients who may be distressed, confused, or frustrated. • Documenting clear, concise, and objective case summaries for division advocates and executive reporting. • Monitoring workflow milestones to ensure advocate responses are thorough, accurate, and completed on schedule. • Analytical and interpersonal skills coupled with the knowledge and respect of diverse cultural, social, and economic norms. Ability to: • Remain objective, non-partisan, and neutral when handling sensitive disputes between clients and the agency. • Interact calmly, professionally, and empathetically with clients facing administrative obstacles. • Handle non-public personal data, confidential inquiries, and sensitive client information with high integrity. • Work effectively with advocate teams, program managers, and leadership to promote equitable resolutions. • Communicate effectively through oral and written communication. Selective Preference(s):This ideal candidate for this position will have: • Education may be an associate’s degree or Equivalent work experience. • Three years of administrative experience equivalent to or above Administrative Assistant III (Grade 17). • Experience working in a liaison/advocate role. Pre-Employment Requirements: