Eligibility Technician Lead

City and County of Denver • Denver, CO

7d • $25 - $32 • Hybrid

About The Position

The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $25.30 - $31.63. 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. The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed. In this position you can expect to work from the Richard T. Castro Human Services Center located at 1200 Federal Blvd. Denver CO 80204 three (3) days per week, and off site/work from home two (2) days per week. Based on business needs, the selected candidate may occasionally be required to report to the Taylor or East office for training, operational support, or team collaboration. Employees must work within the state of Colorado on their off-site days. 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, older adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being. The Family and Adult Division (FAAD) of Denver Human Services is seeking out a flexible, adaptable, and detail-oriented individual to serve as an Application/EE Cells Lead. In this role, you will be tasked with working in the Application/EE Cells team and conduct various aspects of document management operations. This team within FAAD processes will process all incoming PEAK and Paper applications, redeterminations, changes and verifications in Denver County from clients who are applying for public assistance programs (Food Assistance, Financial, Medical Assistance, and TANF). Duties for this role; routinely assumes leadership responsibilities overseeing document management technicians, offering on-the-job training and technical support, supervising tasks & answering questions from staff, ensuring precise application initiation, assisting Supervisors with management tasks as needed, and pinpointing opportunities for process improvement to bolster the Application/EE Cells team. Duties may also include application initiation in Colorado Benefits Management System (CBMS), tracking production on various excel and other Microsoft worksheets, occasional client contact via phone and determining program needs such as redetermination or new application processing and creating tasks for eligibility workers to determine eligibility.

Requirements

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Three (3) years of experience determining eligibility for a variety of public assistance programs.
• Ability to guide and motivate team members effectively.
• Demonstrated capability to lead by example.
• Strong verbal and written communication skills.
• Ability to convey information clearly and concisely.
• Adept at fostering a collaborative and cohesive team environment.
• Ability to work harmoniously with diverse team members.
• Strong analytical and problem-solving skills.
• Ability to make sound decisions under pressure.
• Exceptional organizational abilities to manage tasks efficiently.
• Capability to prioritize and delegate responsibilities.
• Flexibility to adapt to changing priorities and circumstances.
• Willingness to take on new challenges.
• Proficiency in relevant tools, systems, and processes.
• Capability to provide technical guidance to the team.
• Experience in providing training and mentorship to team members.
• Commitment to the professional development of the team.
• Self-motivated with a proactive approach to problem-solving.
• Willingness to take the initiative to improve processes.
• Strong interpersonal skills to build positive relationships with team members and other staff/management.
• Ability to handle conflicts diplomatically.
• Effective time management skills to meet deadlines and ensure team productivity.
• Ability to balance multiple tasks simultaneously.
• Demonstrated sense of responsibility and accountability for team outcomes.
• Willingness to take ownership of tasks and projects.
• Commitment to fostering a culture of continuous improvement.
• Willingness to identify and implement enhancements to existing processes.
• Ability to share knowledge and expertise with team members.
• Facilitation of learning and knowledge transfer within the team.
• Understanding and commitment to meeting the needs of internal and external customers.
• Focus on delivering high-quality services or products.

Nice To Haves

• Additional appropriate education may be substituted for the minimum experience requirement.

Responsibilities

• Ensure timely submission of PEAK/Paper InterCounty Transfers
• Address incoming PEAK requests and incoming ICT related requests within a 24-hour timeframe.
• Send clear-text emails containing PEAK tracking numbers to the relevant county, explaining the intent of document transmission.
• Forward received PEAK ICTs to staff and respond to the county, indicating that the document is under processing.
• Exchange encrypted and unencrypted emails with other counties concerning Inter-County transfer requests.
• Conduct QA as frequently as possible to meet the annual goal.
• Promptly address questions from staff and external collaborators.
• Collaborate with the staff to enhance performance and address any errors or quality issues as necessary.
• Manage CBMS HD Tickets for the team.
• Submit tickets on the same day an error occurs.
• Maintain the HD Tickets log with up-to-date information on submitted and closed errors.
• Ensure the timely completion and maintenance of all required daily reports and tracking logs, QA Log, in-office attendance tracking, and other operational logs used to monitor team performance and workload.
• Ensure the timely completion and maintenance of all required daily reports and tracking logs, QA Log, in-office attendance tracking, and other operational logs used to monitor team performance and workload.
• Process documents based on work on hand for all document types when time permits.
• Conduct training sessions for both new and current staff members on new processes or changes in existing processes.
• Collaborate and support staff innovations

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: Mid Level
• Education Level: High school or GED