Service Technician Job at City and County of Denver
City and County of Denver Denver, CO
$20.90 - $31.35 an hour
About Our Job
This posting will accept applications May 22nd. Please apply as soon as possible.
NOTE: This is a limited position with an expected end date of 12/31/2023.
Denver Human Services provides support to one in three Denver residents. We envision a healthy community where people are connected, supported, safe, and well. Our services include food, cash and medical benefits, child support and veteran services, child welfare and adult protection, work opportunities, and more. If you are committed to supporting the health and strength of the community and want to be a part of an engaged workplace, we’d love to work with you!
Diversity in the City
The City and County of Denver is committed to cultivating a culture of equity, diversity, and inclusion. This commitment is woven into our values and belief that we are strongest when we embrace and celebrate our differences. We aim to have employees who are as diverse as our residents, with different perspectives and unique ways of thinking. If you share these values and our enthusiasm for equity, we encourage you to apply to join our team.
About Denver Human Services
Denver Human Services provides assistance benefits and protection and prevention services to one in three Denver residents. Assistance programs include food, cash and medical benefits, child care, child support, employment first, veterans' services and general assistance for eligible Denver residents. Protection & Prevention services are provided via child, youth and adult protection, along with community-focused programming, including in-home services, designed to strengthen families and prevent future occurrences of abuse or neglect.
The Family and Adult Assistance Division of Denver Human Services is currently seeking enthusiastic, positive-minded employees to serve in the role of Eligibility Technician I.
The candidate we select must:
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Be able to work independently with minimal supervision
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Be comfortable using various automated systems to research, verify, and track information
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Show understanding, courtesy, tact, empathy, and concern for the population accessing state and county assistance programs, as well as fellow employees
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Develop and maintain working relationships while encouraging cooperation, pride and a commitment to teamwork
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Be sensitive to cultural diversity, race, gender, and other individual differences in the workforce
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Be willing to go the extra mile for our clients
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Have a proven track-record of success
The candidate we select will:
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Provide comprehensive customer service in a contact center environment by responding to a variety of complex customer requests for information on programs and services offered by Denver Human Services (DHS)
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Assist customers with inquiries or problems related to DHS programs and services by asking questions to determine customer needs; determines the critical nature of a call and if immediate action is required
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Create or access cases in the Customer Relationship Management (CRM) module on the Salesforce platform to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers
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Conduct research using the Colorado Benefits Management System (CBMS) to provide customers with answers to inquiries or problems
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Provide complete and accurate information to customers, which involves identifying customer needs and explaining applicable regulations, policies, procedures or standards based on a comprehensive knowledge of DHS procedures, programs, services, and CBMS
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Act as a liaison between the customer and DHS staff by following up on customer requests or complaints and solving problems related to service issues; create tickets in the Work Management System (WMS) and route them to other business lanes within the division for follow-up
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Successfully complete on-the-job training, learning methods and techniques for determining financial eligibility for public assistance programs including but not limited to cash assistance, food assistance, and Medicaid
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Attend instructor-led training sessions to learn processes, practices, and application of financial eligibility determinations. Studies applicable rules and regulations and receives instruction in the interpretation and application of appropriate laws, rules, regulations, and procedures
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Accurately determine financial eligibility for public assistance programs including cash assistance, food assistance, and Medicaid benefits by interviewing clients and reviewing applications to elicit and verify pertinent eligibility information under close supervision
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Perform other related duties as assigned
About You
Our ideal candidate has:
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Previous experience working in a human services customer service position
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Previous experience working in a high-volume call center
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Previous experience working in multiple complex systems, applications, and databases
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A customer-oriented attitude, demonstrating high-levels of empathy and emotional intelligence in working with the public
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Previous experience working in multiple complex systems, applications, and databases including Colorado Benefits Management System (CBMS) and Work Management System (WMS)
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A strong ability to multi-task and have a flexibility in daily job assignments
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The ability to be comfortable with uncertainty and adapt quickly to change
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An interest in working collaboratively in a team environment
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Verbal and written communication skills in both English and Spanish
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
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Education: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
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Experience: Two (2) years of experience performing specialized/technical office support work
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Education & Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements
About Everything Else
Job Profile
CA2655 Eligibility Technician I
To view the full job profile including position specifications, physical demands, and probationary period, click
here
.
Position Type
Limited (Fixed Term)
Position Salary Range
$20.90 - $31.35
Starting Pay
Although our full pay range is included above, the budgeted hiring range for this position is $20.90 - $26.13 per hour.
Agency
Denver Human Services
Assessment Requirement
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
For information about right to work, click
here
for English or
here
for Spanish.
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