Associate Eligibility Specialist - Call Center

Jefferson County CO•Golden, CO

7d•Hybrid

About The Position

Jefferson County is hiring a Call Center Associate Eligibility Specialist to help individuals and families access public assistance programs, including Medicaid and SNAP. The role is a customer-facing point of contact for people calling Human Services with questions about benefits, applications, renewals, and case status. The specialist explains required documents and next steps, assists customers with online systems, and connects them with additional help or appropriate staff. This desk-based position involves handling a steady, high volume of calls and using multiple computer systems while documenting interactions. Customers may be stressed or upset, so the specialist must provide calm, respectful, professional, empathetic, and trauma-informed service. Clear writing is important for maintaining accurate, detailed records and sending follow-up communications. The position works remotely four days a week, Monday through Thursday, from 7:00 a.m. to 5:30 p.m. On-site attendance is required for in-person meetings, training, and occasional technical support. Applicants must be Colorado residents at the time of hire. The hiring range is $22.00–$23.00 per hour, with compensation determined by education, experience, and skills.

Requirements

High school diploma or equivalent certificate.
Must be a Colorado resident at the time of hire.
Ability to manage difficult or emotionally charged customer interactions with professionalism, empathy, patience, and composure.
Ability to understand, interpret, and accurately apply county, state, and federal policies, procedures, and regulations related to public assistance programs.
Sound judgment and problem-solving skills.
Strong attention to detail and commitment to accuracy when using multiple computer systems, documenting interactions, and entering or updating case information.
Excellent verbal and written communication skills, including the ability to explain complex program requirements and processes clearly to customers with diverse needs and backgrounds.
Ability to manage competing priorities, meet performance expectations and deadlines, and adapt to changing policies, procedures, and operational demands in a fast-paced, high-volume call center.
Successful completion of applicable pre-employment screening, which may include criminal history, motor vehicle report, education verification, and/or references.

Nice To Haves

At least one year of work experience in a high-volume customer service or call center environment.
One or more years of experience determining eligibility for public assistance programs such as Medicaid and SNAP using CBMS.
Bilingual skills.
Experience using de-escalation techniques with customers experiencing stress or crisis.
Experience entering and maintaining accurate information in complex computer systems or databases.
Commitment to serving the community with empathy and professionalism and to a customer-centered approach aligned with Jefferson County Human Services’ mission, vision, and values.

Responsibilities

Answer high-volume inbound calls about public assistance programs, benefits, and case-related questions.
Review customer cases in the Colorado Benefits Management System (CBMS) and other systems to provide information about case status, eligibility requirements, notices, interviews, and verification requests.
Triage customer needs and identify next steps, including routing calls, scheduling appointments, and referring cases to the appropriate program area or staff member.
Explain Human Services programs, application processes, required documentation, timelines, and available county or community resources.
Document customer interactions accurately and thoroughly in county systems, including actions taken, information provided, and follow-up needs.
Provide professional, empathetic, trauma-informed customer service, including during challenging or escalated interactions.
Meet productivity, quality, and timeliness standards while balancing efficiency, customer care, and accuracy.
Help customers navigate online systems and complete processes related to benefits and services.
Send follow-up communications as needed about verification requests, documentation, or case clarification.
Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate service.
Protect confidential customer information in accordance with county, state, and federal regulations.
Perform other duties and responsibilities as assigned.