The Department of Economic Security, Division of Developmental Disabilities is seeking an experienced and highly motivated individual to join our team as a Customer Service Representative 2.
This position receives, enters and resolves grievances (complaints), inquiries or requests for assistance from callers, many are resolved by the Lead Grievance Specialist, many times in conjugation with various Division staff. Documents all updates in the Resolution System (RS) every 3-5 days while updating the complainant. Responsible for monitoring, tracking and working towards a quick resolution of grievances. Upon resolution of each grievance, the grievance specialist contacts the complainant to discuss the closure/resolution and issues a letter of closure.
Receives, enters and resolves grievances (complaints), inquiries or requests for assistance from callers.
Work with the Lead Grievance Specialist, many times in conjugation with various Division staff. Some grievances resolved by the Lead Grievance Specialist, many times in conjugation with various Division staff to collaborate for resolution. Many grievances result in inquiries to leaders within the Division.
Documents all updates in the RS every 3-5 days while updating the complainant.
Monitors, tracks and works towards a quick resolution of grievances.
Upon resolution of each grievance, the grievance specialist contacts the complainant to discuss the closure/ resolution and issues a letter of closure.
Other duties as assigned as related to the position.
Knowledge of division policies, procedures and updated processes and requirements of the AHCCCS deliverable in the division's contract
Knowledge of federal and state laws, rules, and regulations related to individuals with developmental disabilities
Knowledge of home and community based services (HCBS) provided to people with developmental disabilities
Knowledge of resources, programs, and systems that support individuals with developmental disabilities
Skills in planning, organizing, prioritizing, multi-tasking, & time management of numerous high level projects at one time
Skills in developing and promoting relationship building with federal, state, non-profit and private agencies
Skills in using various computer equipment and the capability to assist in resolving those software applications (i.e. databases, Excel, concerns.
Skills in interacting and working with diverse individuals, advocacy groups, First Responders and others in a professional manner
Ability to effectively manage resources to ensure work is completed efficiently and timely per AHCCCS Deliverable contract
Ability to make stakeholders' needs a primary focus and develop and sustain productive customer relations
Ability to understand the concerns of individuals and the capability to assist in resolving those concerns
Ability to read, comprehend and apply policies, procedures, etc. with a commitment to continuous improvement
Understanding of developmental disabilities, DDD, AHCCCS, Support Coordination. At least 2 years of experience in customer service dealing with heavy public contact preferred.
Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record in accordance with DES Fleet Management-Safety Program policy and procedures (DES 1-07-26 & DES 1-07-26-01). Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.