DEPARTMENT OF ECONOMIC SECURITY

Division of Developmental Disabilities (DDD)
1455 South Alvernon Road, Tucson, Arizona 85711

Salary: $68,000.00 to $74,000.00 

Grade: 23

Closing Date: January 3, 2025

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 that 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 Department of Economic Security, Division of Developmental Disabilities (DDD), is seeking an experienced and highly motivated individual to join our team as a Customer Service Manager Senior. DDD provides individuals with developmental disabilities, and their families, services and supports that are flexible, high quality, and member driven. These services provide individuals with opportunities to exercise their rights and responsibilities of independent decision-making and engagement in the community.

Applicants for this position cannot be licensed or certified by the DDD Office of Licensing Certification and Regulation, cannot have a principal interest in or have a spouse or close family with principal interest in a DDD Qualified Vendor Agreement, and cannot be employed or subcontracted by a DDD Qualified Vendor.

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.

Essential Duties and Responsibilities include but are not limited to:
• Directing, coordinating and supervising staff who receive all DDD grievances and inquiries from statewide stakeholders including members, families, the Governor's office, Legislative Services, AHCCCS, the DES Director's office, providers, advocates and managers who supervise Customer Service Representatives; ensuring timely and proper resolution.
• Collaborating with vendors, DDD Staff, members, families, and stakeholders and working on statewide projects and initiatives; following policies and ensuring compliance with regulations, system improvement for members to align with DDD Mission; implementing new legislation.
• Directing the Office Coordinator who provides support to the Developmental Disabilities Advisory Council, solving problems, providing advocacy on behalf of Members and families, assisting managers with special projects including public forums and responding to inquiries from across the state and Customer Service email. Corresponds with families on initial applications, denial of service notices, etc. Attends training and meetings.
• Ensuring compliance with all AHCCCS Customer Service Compliance standards.
• Directing the Data Validation Specialist staff responsible for tracking and trending all grievances and inquiries for the AHCCCS deliverables including Customer Service Center, monthly, quarterly, semi-annual, and annual reports. Directing the DDD Publications Manager responsible for internal and external compliance with medical regulations.

Knowledge in:
• State laws, rules, and regulations related to individuals with developmental disabilities.
• Extensive knowledge of DDD Policies and Procedures.
• Principles of family support and self-determination.
• Resources, programs, and systems that support individuals with developmental disabilities.
• Principles and practices of supervision, leadership, organization, planning, and motivation.
• Problem identification and resolution techniques.

Skills In:
• Designing, developing, implementing and evaluating and analyzing member, family, and provider support.
• Strong Leadership skills; advocacy and group facilitation. Interacting with various levels of individuals and groups in a professional manner.
• Managing numerous high-level projects at one time.
• Establishing and maintaining effective working relationships. Administration, supervision, oral and written communication.
• Report writing and report development.
• Various computer equipment and software applications – including Google Suite.

Ability to:
• Effectively represent the DDD with internal and external stakeholders. Advocate on behalf of members and their families.
• Work with diverse groups, i.e. families, advocacy groups, Governor's Office, AHCCCS, other DES Divisions, Vendors and other stakeholders relating to any aspect pertaining to DDD.
• Multitask and meet deadlines in a fast-paced ever-changing technical environment.
• Provide leadership, supervision, mentoring and direction to various staff within the unit and the DDD.
• Review issues from a global perspective to assess the impact and ramifications on various stakeholders and the DDD.

The ideal candidate for this position will have:
• Minimum of five (5) years management/executive management experience.
• Case Management experience with DD/ID populations.

• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to Driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operated a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) (R2-10-201.11).
• Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency's ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

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

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.

For questions about this career opportunity, please contact Joseph Deserio at 480-589-4222 or JDeserio@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 contacting 480-589-4222 or JDeserio@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.