Arizona’s top government watchdog is getting swamped. The state Ombudsman-Citizens' Aide office says it handled about 9,300 cases last year and is already on pace to blow past 10,000 this year, as more Arizonans seek help untangling problems with state agencies. The crush of complaints has staff working overtime and has put issues tied to the Department of Economic Security, including food assistance, medical benefits and unemployment claims, at the top of the stack.
Ombudsman-Citizens' Aide Joanne MacDonnell told reporters her office “handled around 9,300 cases last year and expects to exceed 10,000 this year,” a jump from roughly 6,000 at the end of FY2023, according to ABC15. She said the volume has been “knocking us on our backside,” and that staff are logging extra hours to keep up.
What Is Driving The Surge
Part of the spike appears tied to simple visibility. A citizens’ aid link is now posted across state websites, which makes it easier for frustrated residents to find the ombudsman when they feel stuck. But agency performance is playing a starring role too. The Arizona Capitol Times reports that complaints have risen most sharply against the Department of Economic Security, the Department of Child Safety and the Motor Vehicle Division.
DES Backlogs And Staffing
In December, investigations uncovered a backlog of SNAP applications, with thousands of new and renewal cases waiting in line and many applicants stuck more than 30 days for a decision. DES has told reporters that staffing cuts after decreased federal funding contributed to the slowdown, and local coverage has documented reductions in eligibility staff alongside rising application volumes, according to ABC15.
State Moves $7.5 Million To Clear Queues
To blunt the delays, Gov. Katie Hobbs announced a $7.5 million package aimed at hiring temporary staff, expanding vendor capacity and funding overtime and technology upgrades so SNAP and unemployment claims move faster, according to a release from the governor’s office. The plan calls for adding 15 temporary workers, boosting vendor operating capacity by roughly 100 full-time equivalents, and investing in automation and third-party verification tools to cut down on manual steps, the Governor's Office reported.
How To Get Help
If a state agency does not resolve your issue, consumer advocates say you should first use that agency’s internal appeals process, then escalate to the agency’s own ombudsman if one exists, and only then take your case to the Arizona Ombudsman-Citizens' Aide as a neutral third party. Both the state ombudsman and DES offer online complaint forms, phone contacts and how-to guides for applicants. For step-by-step instructions, see the Arizona Ombudsman-Citizens' Aide site and the Arizona Department of Economic Security’s DES contact page.
MacDonnell has urged agencies to add a “human touch”, such as quick phone responses or in-person reviews, to ease the pressure and cut down on complaints, saying the public expects better customer service. The ombudsman’s office says it will keep working overtime while the state invests in staff and systems to clear the backlog, according to the Arizona Capitol Times.
