Intake Child Support Technician II

City and County of Denver • Denver, CO

1d • $24 - $36 • Hybrid

About The Position

Intake Child Support Technician II 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 competitive pay commensurate with education and experience. New hires are typically brought into the organization between $23.89 and $29.86. 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 + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year Competitive medical, dental and vision plans effective within 1 month of start date Location & Schedule The City and County of Denver utilizes a hybrid model workplace that balances the responsibilities of public service with the benefits of a flexible work environment. Employees work where needed, at a city site and/or in the field 3 days a week and telecommute remotely at a designated workplace within the State of Colorado the remaining days. Employees may be required to work up to 5 days in office depending on business need and/or performance. Who We Are & 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. The Child Support Services (CSS) Division of Denver Human Services is currently seeking highly skilled applicants for the position of Intake Child Support Technician II. 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. Diversity in the City The City and County of Denver is committed to cultivating a culture of equity, diversity, and inclusion. This commitment is woven into our values and belief that we are strongest when we embrace and celebrate our differences. We aim to have employees who are as diverse as our residents, with different perspectives and unique ways of thinking. If you share these values and our enthusiasm for equity, we encourage you to apply to join our team. Specifically, as an Intake Child Support Technician II you will: Receive and review referrals from a variety of sources and determines the next appropriate steps needed to initiate a child support case/s. Conduct intake interviews to assist clients with child support applications, gather information and documentation, and answer questions related to the child support process. Perform research and investigative work to collect necessary information and documentation not provided in the intake interviews and gathering any remaining relevant information and all necessary case documentation. Enters and maintain client records in various databases ranging from updating demographic information maintaining a caseload and transferring cases from Intake within the designated timeframes. Reviews case information including existing court orders and minutes to determine appropriate legal action. Work with Assistance Program employees at Human Services to sanction benefits when clients are nonresponsive. Determine the status of a case and transfers it accordingly for child support orders to be established, enforced, or modified. Maintain and process the mandatory referred referrals and cases as their primary caseload as these cases often have more complexities that require a deeper ability to critically think through problems. Maintain and process the Intergovernmental referrals and cases as these cases often have more complexities that require a deeper ability to critically think through problems and require collaboration with state INASST team, division liaison, other states, and parties. On occasion may be required to process special assignment referrals as these cases often have more complexities that require a deeper ability to critically think through problems, expedited timeframe, and may require collaboration with other teams, division liaison, other counties, and parties. Hold a smaller web referred case split to maintain the continuity of work. Hold a smaller non-referred applications and cases to maintain the continuity of work. Master case initiation and interviewing to provide SME TA support to Tech I’s, partners, and stakeholders. Collaborate and maintain partnerships for any changes in work processes that may impact IVA and IVD. Responding to a variety of questions, explaining policies, procedures, and processes, and providing child support related information to various stakeholders and partners. Provide support in managing work, distribution of work, maintenance, and upkeep specific to Intake. May look like: Assisting CSA with SharePoint referral database referral entry coverage, audit and clean-up of database when needed. Draft, review, and collaborates with team, division, stakeholders, and partners relating to teams’ documents. Including IVA or IVD process changes and updates relating to declarations, letters, desk aids, and team training materials. Maintaining the upkeep of Intake documents in SharePoint and the teams’ applications. Assist and lead team trainings when needed providing team refreshers and updates involving the Intake process or changes. Maintain flexibility in role and work in supporting various teams when needed as work and division evolves. Performs other related duties as assigned. Designated workplace will include the primary locations including the Castro building and Welcome Center and with supervisor approval, neighborhood resource site/s. Employees may be re-deployed to work in other capacities in their own agencies or in other City agencies to support core functions of the City during a City-wide emergency declared by the Mayor. Any one position may not include all the duties listed. However, the allocation of positions will be determined by the amount of time spent in performing the essential duties listed above.

Requirements

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Four (4) years of experience performing child support initiation, enforcement, collections, investigations, case management or a related field.
• Additional appropriate education may be substituted for the minimum experience requirement.

Nice To Haves

• Bilingual preferred. Able to read, write, and speak proficiently in both Spanish and English.
• Minimum of two years of a high-volume customer service and caseload experience.
• Experience with ACSES and CBMS systems.
• Experience managing caseload in a fast-paced, deadline driven environment.
• Experience collecting with interviewing customers collecting protected personal information from a diverse customer base.
• Knowledge of legal research techniques and civil investigation procedures sufficient to be able to determine relevant information, locate reference material, compile and analyze appropriate information and formulate logical recommendations.
• Proficient in Microsoft Office products (Outlook, Word, Excel) and Microsoft Teams.
• Skilled in the use of computer software, including word processing, spreadsheet, document management, electronic mail and database programs.
• Excellent critical thinking and time management abilities.
• Previous experience in high-pressure, quality-oriented professional settings.
• Self-motivated and highly organized.
• Solution-oriented approach and commitment to making a difference.
• Positive, professional, and proactive attitude.
• Adaptable to change and open to innovative work processes.

Responsibilities

• Receive and review referrals from a variety of sources and determines the next appropriate steps needed to initiate a child support case/s.
• Conduct intake interviews to assist clients with child support applications, gather information and documentation, and answer questions related to the child support process.
• Perform research and investigative work to collect necessary information and documentation not provided in the intake interviews and gathering any remaining relevant information and all necessary case documentation.
• Enters and maintain client records in various databases ranging from updating demographic information maintaining a caseload and transferring cases from Intake within the designated timeframes.
• Reviews case information including existing court orders and minutes to determine appropriate legal action.
• Work with Assistance Program employees at Human Services to sanction benefits when clients are nonresponsive.
• Determine the status of a case and transfers it accordingly for child support orders to be established, enforced, or modified.
• Maintain and process the mandatory referred referrals and cases as their primary caseload as these cases often have more complexities that require a deeper ability to critically think through problems.
• Maintain and process the Intergovernmental referrals and cases as these cases often have more complexities that require a deeper ability to critically think through problems and require collaboration with state INASST team, division liaison, other states, and parties.
• On occasion may be required to process special assignment referrals as these cases often have more complexities that require a deeper ability to critically think through problems, expedited timeframe, and may require collaboration with other teams, division liaison, other counties, and parties.
• Hold a smaller web referred case split to maintain the continuity of work.
• Hold a smaller non-referred applications and cases to maintain the continuity of work.
• Master case initiation and interviewing to provide SME TA support to Tech I’s, partners, and stakeholders.
• Collaborate and maintain partnerships for any changes in work processes that may impact IVA and IVD.
• Responding to a variety of questions, explaining policies, procedures, and processes, and providing child support related information to various stakeholders and partners.
• Provide support in managing work, distribution of work, maintenance, and upkeep specific to Intake.
• Assist CSA with SharePoint referral database referral entry coverage, audit and clean-up of database when needed.
• Draft, review, and collaborates with team, division, stakeholders, and partners relating to teams’ documents. Including IVA or IVD process changes and updates relating to declarations, letters, desk aids, and team training materials.
• Maintaining the upkeep of Intake documents in SharePoint and the teams’ applications.
• Assist and lead team trainings when needed providing team refreshers and updates involving the Intake process or changes.
• Maintain flexibility in role and work in supporting various teams when needed as work and division evolves.
• Performs other related duties as assigned.

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 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