City & County Of Denver, CO Denver , CO 80208
Posted 1 week ago
About Our Job
This posting will accept applications until July 8, 2024. Please apply as soon as possible.
With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose - for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.
What We Offer
The City and County of Denver offers a competitive salary commensurate with education and experience. We also offer generous benefits for full-time employees which include but are not limited to:
A guaranteed life-long monthly pension, once vested after 5 years of service
457B Retirement Plan
140 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year
Competitive medical, dental and vision plans effective within 1 month of start date
About Denver Human Services:
Denver Human Services provides support to one in four 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!
About our Assistance Programs:
The dedicated staff at Denver Human Services (DHS) are here to listen and advise, helping people apply for public assistance programs. We provide information about food assistance and financial assistance, as well as help for veterans and those who need long term care. DHS provides a range of other services, including help with transitional housing, medical assistance, and heating costs.
The Family and Adult Assistance Division (FAAD) of Denver Human Services is currently seeking an enthusiastic, positive-minded leader to serve in the role of an Eligibility Supervisor for the Call Center. Eligibility Supervisors lead teams who determine eligibility for public assistance for our most vulnerable residents, while connecting them to basic safety-net programs.
The Call Center Supervisor will be responsible for scheduling, observing, and ensuring professional development for the FAAD Call Center staff, handling the daily operations of the call center, monitoring the quality of the calls received, and periodically updating call center regulations and implementing CBMS policy changes. The supervisor will also be expected to handle escalated calls in a professional manner on a case-by-case basis.
The Family and Adult Assistance Division desires a seasoned Human Services professional with diverse workforce management and program planning and implementation experience. In this role, you will be expected to pay close attention to urgent deadlines and be goal-oriented in encouraging your team as a performance manager to process tasks in a timely manner, promote accurate and thorough quality assurance and customer service, and stay updated on policy and procedure changes at the federal, state, and county level. Most importantly, you will be expected to maintain a positive leadership approach that fosters an ideal workplace environment where employees can share ideas and grow within the agency.
The candidate we select will:
Have professional experience in the field of Human Services
Exhibit values based leadership competencies
Be comfortable with ambiguity and have an uncompromising work-ethic
Understand leadership and embrace change
Show understanding, courtesy, tact, empathy and concern
Develop and maintain working relationships while encouraging cooperation, pride and a commitment to teamwork
Be sensitive to cultural diversity, race, gender and other individual differences in the workforce
Be willing to work long hours when needed, and go the extra mile for our clients
Overall, the Call Center Supervisor:
Supervises and evaluates the work of employees who take client phone calls to obtain information and determine initial and on-going eligibility for public assistance programs
Encourages and guides team to meet and exceed goals
Investigates the eligibility for and the accuracy of payments in assistance programs, determines if proper procedures were used, and seeks methods to correct any errors
Advice and assists staff with issues pertaining to assistance being provided
Performs quality review of Eligibility Technicians' work to ensure accuracy and compliance with state and federal guidelines related to public assistance programs as mandated by the federal government and ensures that federal reporting deadlines are met to avoid federal funding and fiscal sanctions
Prepares and/or directs the preparation of records and reports and ensures that staff members enter and update information into the state and county computer systems
Reviews, develops, or modifies work plans, methods, and procedures, determines work priorities, and develops work schedules to provide adequate staff coverage. Provides work instruction and assists employees with difficult and/or unusual assignments and encourages innovation
Assigns and distributes work, reviews work for accuracy and completeness, and returns assignments with recommendations for proper completion
About You
Our ideal candidate will have:
Professional experience working to administer public benefits programs
Experience in providing excellent customer service
Troubleshoot Experience
Previous leadership or supervisory experience
Ability to explain complex rules & regulations in simple terms
3 years of CBMS navigation skills
Bilingual proficiency (written and verbal)
We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:
Education Requirement: High Diploma or GED
Experience Requirement Five (5) years of experience performing technical, paraprofessional, and/ or administrative work (this does not include office support work).
Education & Experience Equivalency One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education. Additional appropriate education may be substituted for the minimum experience requirements.
About Everything Else
Job Profile
CA3096 Human Services Operations Supervisor
To view the full job profile including position specifications, physical demands, and probationary period, click here.
Position Type
Unlimited
Position Salary Range
$60,669.00 - $100,104.00
Starting Pay
Based on Experience and Education
Agency
Denver Human Services
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.
It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact Jobs@Denvergov.org with three business days' notice.
Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
For information about right to work, click here for English or here for Spanish.
City & County Of Denver, CO