Child Support Customer Service Technician I

City and County of Denver • Denver, CO

7d • $23 - $34 • Onsite

About The Position

The City and County of Denver is seeking a Child Support Customer Service Technician I to join the Denver Human Services (DHS) agency. This role is part of the Economic Security Division (ESD), specifically within the Child Support Services (CSS) program. CSS partners with various government levels and other entities to promote parental responsibility for child support, ensuring children receive financial and medical support from both parents. This program is a significant income-support initiative, helping families with basic needs like shelter, food, childcare, and transportation. The CSS program aims to build a world where children can rely on their parents for support and love, with a focus on parental responsibility for both economic and social well-being. The Child Support Customer Service Technician I will primarily work in a call center environment, assisting customers and supporting Child Support Technicians. Occasional assignments in the lobby and face-to-face customer assistance at the DHS Castro Building are also part of the role. The position involves collaboration with other DHS divisions, working with families, the City Attorneys, and the judicial system to modify support orders, and performing research to gather necessary information. Responsibilities include explaining policies, maintaining client records in databases, and potentially scheduling and monitoring paternity establishment tests.

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

• Customer Service background preferred in a call center setting
• A passion for public service, and improving the lives of families
• 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 customers and the divisions Child Support Technician I/II's.
• This roles primary responsibility is serving in the call center, with occasional assignments in the lobby as needed.
• Works at DHS’s Castro Building assisting customers face-to-face as needed.
• 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
• 12 paid holidays
• 1 personal holiday
• 1 wellness day
• 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