Bilingual Child Support Customer Service Technician I

City and County of Denver • Denver, CO

1d • Onsite

About The Position

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. The full salary range for this position is $22.53-$33.80 with an expected hiring range of $22.53 - $28.17. 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 Location In this position, you can expect to work on-site, five days a week at the Denver Human Services Castro Building (1200 Federal Blvd, Denver, CO 80204), with the possibility of working at other supporting sites based on business needs. Hours may vary between 7:30 a.m. and 5:00 p.m., with core hours typically being 8:00 a.m. to 4:30 p.m. This role will include lobby support and call-center duties to assist clients. What You’ll Do At Denver Human Services (DHS) , we envision a healthy community where people are connected, supported, safe, and well. One in three people in Denver turn to DHS for support at all stages of life. Our employees help children, at-risk adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being. Division of Economic Security: Through our Economic Security Division (ESD), Denver Human Services seeks to engage residents in strengthening economic well-being and mobility across their lifespan. By leveraging the resources of Denver Human Services’ programs and a network of community partnerships, Economic Security provides a holistic approach to service delivery in order to assist customers in the ability to foresee crisis as well as adapt to and leverage changing life conditions to their advantage. The Economic Security Division is comprised of the following program areas: Colorado Works Workforce Development, SNAP to Success (Denver’s name for Employment First), Childcare Assistance Program (CCAP) and Child Support Services (CSS). Child Support Services (CSS) is currently seeking highly skilled applicants for the position of Bilingual Child Support Technician I. Child Support Services (CSS) partners with federal, state, tribal, and local governments and others to promote parental responsibility so that children receive support from both parents, even when they live in separate households. Nationally, the child support program is one of the largest income-support programs for families, contributing money to family budgets to help pay for the basics: shelter, food, childcare, transportation, and school clothes. Child support makes a big difference to children. We strive to provide family centered services and are incorporating innovative strategies that improve the reliability of child support payments. CSS Vision: The vision of Child Support Services is to help build a world where children can count on their parents for the support and love that they need to be healthy and successful. CSS will put children first by both parents assuming responsibility for the economic and social well-being, health and stability of their children.  We recognize that children benefit from positive, ongoing relationships with both parents.

Requirements

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate
• Four (4) years of experience performing office support work
• Additional appropriate education may be substituted for the minimum experience requirements

Nice To Haves

• Bilingual in Spanish highly preferred, with the ability to read, write, and speak fluently
• A passion for public service, and improving the lives of families
• Customer Service background preferred in a call center setting
• Experience multi-tasking in a fast-paced work environment
• The ability to embrace change and innovative work processes
• A desire to make a difference, engaging customers with a solution-oriented approach through phone, email and face-to-face contact
• Commitment towards going above and beyond in challenging situations
• Strong negotiation skills, accuracy, and attention to detail

Responsibilities

• Works in a call center setting taking inbound calls to assist the Child Support customer and the divisions Child Support Technician I/II
• Works at DHS’s Welcome Center assisting customers face-to-face
• Collaborates with other divisions within the DHS agency to meet the needs of all customers we serve
• Works closely with families, the City Attorneys and the judicial system to modify medical and financial support orders to ensure that they are "right-sized" and accurately reflect the parent's current ability to financially support their children
• Receives and reviews referrals from a variety of sources and determines the next appropriate steps needed to initiate child support obligations
• Performs research and investigative work to collect necessary information and documentation not provided in the intake interviews
• Responds to a variety of questions, explains policies, procedures, and processes, and provides child support related information to various stakeholders
• Enters and maintains client records in various databases ranging from updating demographic information to posting child support orders
• Works with Assistance Program employees at Human Services to sanction benefits when clients are nonresponsive.
• Determines the status of a case and transfers it accordingly for child support orders to be established, enforced or modified
• By position, schedules and monitors tests involving the establishment of paternity
• Performs other related duties as assigned or requested

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED