City and County of Denver Denver, Colorado, United States
Jul 02, 2019Full Time
About Our Job This posting will accept applications until July 7th. Please apply as soon as possible. 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. 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 can 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. Eligibility Technicians at Denver Human Services determine eligibility for a variety of public assistance programs. Our staff are trained in helping people apply for food, medical and financial assistance. They are trained to assist those in need by analyzing program requirements, calculating household income and helping clients throughout the application/redetermination process via the various channels/teams within the Family and Adult Assistance Division (FAAD): Applications, Call Center, Child Care Assistance Program (CCAP), Lobby, Long Term Care (LTC), Medicaid, Redetermination Recertification Reassessment (RRR), Question & Answer (Q & A). Teams within the Family and Adult Assistant Division: Eligibility Technician within the Long-Term Care (LTC) Lane of the Family and Adult Assistance Division (FAAD). The LTC Lane assists elderly and disabled clients with determining eligibility for Skilled Nursing and Home and Community Based Service, level of care. The LTC Lane seeks a highly-motivated candidate with experience using Colorado benefits Management System (CBMS) and experience determining eligibility for Long-Term Care, Medicaid. Eligibility Technician within the RRR Lane will process cases to determine ongoing eligibility. Our cliental consist of individuals that have already been through the Intake process with the Applications Lane. Majority of our work has a non-lobby focus however, the ET's within our lane are skilled to assist in this area when there is an operational need. Eligibility Technician within the Applications lane's focus is processing the initial applications for individuals who apply for public assistance benefits such as Colorado Works, Adult Financial, Food Assistance and Medical Assistance. This lane has a large amount of client interaction, both in person and over the telephone. As a fast paced lane the majority of our work is completed as clients come through our lobby. Eligibility Technician within the Q&A Lane are responsible for completing tasks associated with customer flow in our client lobby as well as assisting with tasks associated with non-lobby work. However, much of the area of focus consists of duties which fall outside of the scope of work performed by the other lanes. Areas of focus Include: Hearings and Dispute Resolution Conferences, Client Escalations, State and County Reports, State Case Reviews, Inter-County Case Transfers, Outreach with Denver Housing Authority, and Claims. Eligibility Technician within the Call Center are responsible for assisting customers via telephone, email, or online with inquiries or problems related to city procedures and services by asking questions to determine customer needs. They conduct research, using a variety of city resources, to provide customers with answers to inquiries or problems. These positions require a high level of comfort maneuvering different computer programs including but not limited to Colorado Benefit Management System (CBMS), Workforce Management System (WMS), and Salesforce. Within the first six months of these positions, the selected candidates will attend and successfully complete a comprehensive 8-12 weeks training with at least an 85% passing rate. This is a high-level stress position which requires 95% timely ratings and 95% accuracy on all assigned cases and in all case quality reviews. The selected candidates must possess the following skills: Interpersonal: Shows understanding, courtesy, tact, empathy, and concern, develops and maintains relationships, may deal with people who are difficult, hostile, and/or distressed, relates well with people from varied backgrounds and situations, and is sensitive to individual differences. Listening: Receives, attends to, interprets, and responds to verbal messages and other cues such as body language in ways that are appropriate to listeners and situations, along with the ability to recall information. Reading: Understands and interprets written materials including technical materials, rules, regulations, instructions, reports, charts, graphs, or tables, and applies what is learned from written materials to specific situations. Flexibility: Adapts quickly to changes, is open-minded and willing to learn. Computer savvy: Ability to maneuver different computer programs and systems. De-escalation: Maintaining professional demeanor and relationships during difficult or escalated interactions. Communication: Communicates or explains ideas and/or information clearly and thoughts are well organized. Recognizes potential miscommunications. High level of resiliency and ability to work well under extreme pressure. Ability to exhibit analytical and troubleshooting skills. Ability to prioritize, multi-task and follow directions. Ability to balance positive customer service with workload efficiency. As an Eligibility Technician, you will be expected to: 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; 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; 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; Receive training and instruction on identifying internal and external referral resources in order to provide referrals to clients to non-profit agencies and other service providers; Perform increasingly more responsible work as the employee gains experience and independently provides basic eligibility services; Perform other related duties as assigned; This position requires an online assessment or test. Once you complete your application, if you meet the qualification for the position you will receive an email from AssessmentTeam@denvergov.org with a link to the assessment or test. We recommend that you add AssessmentTeam@denvergov.org to your safe sender list. If you do not receive the email within 30 minutes of applying, please contact AssessmentTeam@denvergov.org . About You Our ideal candidate has: At least two years of high-volume, direct contact customer service experience Bilingual skills and is and able read, write, and speak proficiently A high level of proficiency using Microsoft Office products (Outlook, Word, Excel) The ability to troubleshoot in various computer systems Previous experience using databases Previous high-volume data-entry experience. Previous experience determining eligibility Previous experience in high-pressure, quality oriented professional environments. Previous experience in accounting/calculations. Previous case management experience Ability to read, understand, interpret, and apply complex regulations 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: Graduation from high school or the possession of a GED, HiSET or TASC Certificate. Experience Requirement: Two (2) years of experience performing specialized/technical office support work. 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 Unlimited Position Salary Range $19.25 - $28.11 Starting Pay $19.25 - $23.68 Agency Denver Human Services Assessment Requirement Customer Service Agent - Compliance and Alphanumeric Data Entry 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.