PROGRAM ADMINISTRATOR SENIOR

Location: 150 N 18th Ave, Phoenix, AZ 85007

Grade: 23

About the role

This position reports directly to the Assistant State Registrar & Chief and oversees the Registry and Issuance Team within the Bureau of Vital Records. Through subordinate supervisors and staff, this role manages the statewide system of Vital Records, including birth, death, and fetal death registration, issuance, and preservation. Responsibilities encompass customer service functions, records management, fraud prevention and security, fraud investigations, and enforcement activities. The position ensures compliance with governing regulations, policies, and state law while collaborating with department partners, stakeholders, legal teams, and law enforcement agencies.

The role serves as the lead expert on issuing certified copies of Arizona vital events (averaging 600,000 annually) and managing registration, amendments, corrections, and the putative father registry. It oversees a customer service team handling 5,000 calls per month and 12,000 annual walk-in customers, resolving escalated complaints and constituent inquiries. The position directly supervises two contractors for expedited shipping orders, including training, performance evaluations, and vendor communication.

The statewide Vital Records system relies on critical electronic technology solutions. This position must proficiently use and assist in maintaining and developing these systems to ensure compliance with national data collection and reporting standards. The role may also serve as an expert witness in legal matters related to Vital Records and collaborate with the Attorney General’s Office and other attorneys.

Scheduled hours are Monday through Friday, 8:00 AM to 5:00 PM, with opening and closing duties. Independent decision-making based on professional education, experience, and training is expected.

Responsibilities

• Provide leadership, training, and instruction for the statewide Vital Records system, including supervisors, employees, partners, and stakeholders.
• Interpret statutes and rules; contribute to policies and procedures for Vital Records administration.
• Ensure compliance with governing regulations and adequate customer service.
• Oversee operations of the state Office of Vital Records (OVR), coordinating roles and responsibilities, analyzing documents, and making decisions on registration and issuance.
• Approve procedures to ensure efficiency and clarity; delegate assignments.
• Manage accurate daily accounting of fees collected and services provided.
• Direct subordinate staff, including work assignments, priority setting, hiring, discipline, training, leave approval, and performance evaluations.
• Supervise two contractors for expedited shipping orders, including training, performance evaluations, and vendor communication.
• Coordinate office roles and responsibilities; delegate assignments to managers.
• Represent and communicate professionally with partners, stakeholders, office staff, agency administration, and legal representatives.
• Assist with other bureau activities as needed.
• Resolve escalated customer complaints and research constituent service inquiries.
• Serve as a proficient system user to support technology maintenance and development.

Requirements

• Bachelor’s Degree in Public Health or a closely related field.
• Minimum of five years of leadership experience (a Master’s Degree may substitute for two years of experience).
• Valid driver’s license.
• Valid Level One Fingerprint Clearance Card issued pursuant to A.R.S. 36-113.
• If driving is an essential function, compliance with driver’s license requirements and successful completion of the Electronic Employment Eligibility Verification Program (E-Verify).

Skills

Knowledge Of:

• Public sector program administration with complex and varying requirements.
• Supervision management principles and techniques.
• Statutes, rules, policies, and procedures governing Vital Records.
• Customer service techniques, including complex problem-solving.
• Human Resources policies and procedures.
• Current interview methods, including behavioral techniques.
• Administrative procedures and remedies.
• Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.

Skilled In:

• Supervisory skills, including hiring, training, motivating, and evaluating staff.
• Technology use, including web-based registration and issuance systems.
• Presentation skills for hearings, court testimony, and public information venues.
• Critical thinking and excellent written and oral communication.
• Organizational management and task prioritization.
• Developing and evaluating performance measures.

Ability To:

• Communicate, collaborate, and provide consultation to internal and external customers.
• Manage multiple projects efficiently and effectively.
• Analyze complex situations to determine appropriate short- and long-term solutions.
• Enhance problem resolution through critical thinking.
• Plan, assign, and coordinate workflow within the office.
• Support a diverse, multi-cultural workforce that reflects the community, promotes equal opportunity, and creates an inclusive work environment.

Benefits

• Affordable medical and dental insurance plans.
• Paid vacation and sick time.
• Paid Parental Leave: Up to 12 weeks per year for a newborn or newly placed foster/adopted child (pilot program).
• 10 paid holidays per year.
• Wellness program and plans.
• Life insurance.
• Short- and long-term disability insurance.
• Defined retirement plan with employer-matched contributions (50% of total cost; 27-week wait period for new employees).
• Award-winning Infant at Work program.
• Credit union membership.
• Transit subsidy.
• ADHS Student Loan Assistance Pilot Program: Eligible employees can receive up to $300 per month for outstanding student loans.

Learn more about the Paid Parental Leave program here. For a complete list of benefits, visit the State of Arizona benefits page.

Pay

$73,000 annually.

Schedule

Monday through Friday, 8:00 AM to 5:00 PM.