Customer Support Specialist - Assistance Payments- Greeley - Weld County : Job Details

Compensation Range

$23.14 - $29.31

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Job Description Summary

Represents Department of Human Services by greeting visitors in a courteous, efficient and customer focused manner. Answers general questions, offers assistance, and referrals, and explains basic procedures regarding program guidelines. Provides support to Eligibility Technicians in Public Assistance programs units. Assists program applicants by providing qualification information, collecting qualification documents, and entering information into program data bases. Must have a valid Colorado Driver's License and Liability Insurance. Must provide own transportation and be willing to travel throughout Weld County.

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Job Description

The Weld County Department of Human Services (WCDHS) employs over 450 workers, who have the skills, passion and drive to service Weld County citizens in 31 incorporated municipalities and across almost 4,000 square miles.

Mission Statement: Engaging and partnering with the community to improve safety, health and well-being of individuals and families through the delivery of responsive and collaborative services.

Vision Statement: The people of Weld County are connected to the resources needed to thrive in the community and feel safe and empowered.

Weld County Department of Human Services' greatest asset is our staff.

The Ideal Candidate for the Department of Human Services, Assistance Payments Division will be someone who possesses the following traits:

1. Strong self-starter that is deadline driven.

2. Able to structure the workload to ensure all tasks are given the correct priority.

3. Interact and communicate at various organizational levels.

4. Ability to interpret and translate between English and Spanish using professional language Strongly preferred but not required.

Administrative (30%):

* Schedules and reschedules telephone and face-to-face client interviews by phone and in-person.

* Schedules and modifies appointments using computerized calendar.

* Reviews scanned documents that are uploaded into OnBase, checks Colorado Benefits Management System (CBMS) to see if documents are related to change requests or completion, navigates Compass for appointments or additional documents related to client cases, then schedules appointments in Compass accurately to be worked by Eligibility Technicians.

* Sends documents to appropriate Eligibility Technician, and/or sets appointments as needed.

* Notifies supervisor and peers when items scanned into the workflow system fail to scan correctly.

* Verifies copies of all identification documents to certify authenticity and reports any document authenticity concerns to supervisor.

* Manages multiple program data bases that will include a high volume of data entry.

* Utilizes existing and new computer skills and equipment including upfront imaging equipment on a regular basis.

* Performs additional clerical duties that include sorting of mail, mail distribution, copying and assembly of informational packets.

* Prepares and sends business correspondence related to program reminders and requests.

* Enters voter registration data into computerized form and sends to County Clerk and Recorder.

Customer Service (30%):

* Greets and directs walk-in clients and visitors, identifies the purpose of the visit, and provides assistance as needed.

* Checks in clients for appointments and monitors to ensure they are seen promptly by staff.

* Provides calm, respectful responses to individuals in stress filled situations. Uses knowledge of public assistance program rules and regulations to provide information to and/or collect the required documentation needed to assist in determining eligibility for public assistance programs.

* Verifies and updates customer demographic information when needed.

* Accepts documentation from clients, issues receipts, date-stamps and distributes to appropriate location.

* Monitors postings and signage in the lobby area.

* Provides exceptional customer service to both internal and external customers at all times.

* Directs and refers clients appropriately to other Buildings and Divisions within Human Services.

Collaboration and Knowledge (15%)

* Assists in training staff or service providers on basic application and eligibility processes as directed.

* Maintains knowledge of inter-departmental business processes and procedures.

* Responds to emails and Microsoft Outlook requests in an accurate and timely manner.

* Collaborates with supervisor and peers in order to successfully carry out the overall agency vision and mission.

Professionalism and Teamwork (15%)

* Participates in a positive and value-added manner with both internal and external customers.

* Contribute daily to the team's productivity goals.

* Stays informed by participating as appropriate in all team meetings, attends or views recordings for the division or department updates and reads county wide messaging.

* Understands how one's day to day work significantly impacts the team's success.

Other Duties as Assigned (10%):

* Follow policies and procedures, the Weld County Code of Conduct and adhere to strict confidentiality guidelines and appropriate release of information outlined in both.

* Other duties may be assigned. Any one position may not include all duties listed, nor do the listed examples include all duties which may be found in positions of this class.

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Required Qualifications

* High School Diploma or GED equivalency.

* Two (2) years full time business or clerical experience in an office environment which includes extensive customer service and telephone use.

* Candidate must possess a driver's license by the employment start date and maintain a valid license for the duration of employment.

* Must provide own transportation and be willing to travel throughout Weld County.

* Candidate must pass WCDHS background checks prior to employment start date.

* Candidate must possess the ability to enter data into several different computer programs.

* Candidate must possess the ability to learn and apply new computer skills on a regular basis.

* Candidate must have knowledge of computer programs such as Microsoft Windows and Word, Excel, and Outlook.

* Candidate must possess the ability to read and comprehend instructions, correspondence and department policies and procedures.

* Candidate must possess the ability to write correspondence.

* Candidate must possess the ability to effectively communicate in one-on-one and small group situations to customers, clients, and other employees of the organization.

* Candidate must possess the ability to apply math concepts and calculations in the work environment.

* Candidate must possess the ability to apply critical thinking to problem solve in a work environment.

* Candidate must possess the ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress situations.

* Candidate must possess the ability to work in and engage in a positive, continuously improving, and professional work environment.

* Candidate must possess the ability to interface with others on a routine basis, including but not limited to the public, community partners, clients, internal DHS and Weld County staff, state officials, and judicial personnel.

* Candidate must follow Human Services policies and procedures, the Weld County Code of Conduct and adhere to strict confidentiality guidelines and appropriate release of information outlined in both.

Preferred Qualifications:

* Completion of an associate degree preferred.

* Candidate must possess the ability to keyboard at 35 words per minute.

* Candidate must possess the ability to read and write Spanish in a proficient manner.

* Candidate must possess the ability to interpret and translate between English and Spanish using professional language.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* While performing the duties of this job, the employee is regularly required to talk or hear.

* The employee may be required to sit for extended periods of time and is occasionally required to stand and walk.

* Occasionally the employee may be required to lift and/or move heavy files or objects up to 25 pounds.

* The employee frequently is required to use their hands and reach with hands and arms.

* Specific vision abilities required for this job include close vision, distance vision, peripheral vision, and ability to adjust focus such as that used when using a computer or reading.

Work Environment:

* Primary location will be either at the Greeley or Fort Lupton office.

* Reliable, predictable attendance within department business hours of 8 a.m. to 5 p.m. Monday through Friday.

* We believe we can listen better, learn more and act faster when we are able to build strong internal and external relationships in the same physical space. With this in mind, this position is exclusively an in-person position.

This position is not exempt from the minimum wage and overtime requirements of the Fair Labor Standards Act.

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Weld County provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.