El Paso County-posted 2 months ago
$50,000 - $56,000/Yr
Full-time • Mid Level
Remote • Colorado Springs, CO
1,001-5,000 employees
Executive, Legislative, and Other General Government Support

The Colorado Works Team is looking for an Eligibility Specialist team lead! We are looking for a dynamic new lead who has a passion for helping families in our community, who is a motivated self-starter with a passion for helping others, with accuracy in a team environment. In this role you will have the exciting opportunity to help build a flourishing team and show off your creative skills. This is a unique opportunity to lead a team who processes eligibility, you will require a strong understanding of policy and procedures as you will be responsible for assisting team members with their questions and training, scheduling and assigning work, managing HSC Ques, support in processing and troubleshooting cases, and working with leadership at all levels. You'll learn how to operate a team on an administrative and practical level as you work closely with leaders. By stepping into this role, you'll be able to have a direct positive impact on your teammates and help us provide amazing services to our families.

  • Serves as a team lead for department economic benefit programs.
  • Provides one-on-one and over the shoulder training to staff and consults with staff and customers on behalf of the supervisor in their absence.
  • Assesses and determines client eligibility for assistance programs.
  • Interprets and communicates program regulations, policies, and procedures; assists staff with complex cases and questions.
  • Conducts face-to-face and telephone interviews with clients to assess eligibility status.
  • Verifies eligibility factors by retrieving or confirming information from a variety of sources and updates client files based on information reported.
  • Refers clients to other agencies and community resources.
  • Conducts unscheduled client customer service reviews; reviews cases prior to Quality Assurance.
  • Assists with the monitoring and evaluation of the quality and quantity of work completed by staff.
  • Collects and reviews data related to department programs and service delivery outcomes.
  • Investigates and audits possible issuance errors, creates reports concerning circumstances, establishes claims, restores lost benefits, and/or informs appropriate staff of potential issues or errors.
  • Assists staff with and composes responses to client requests for appeals or administrative hearings.
  • Remains updated on all regulations, policies, and procedures; relays information to leadership and staff members as appropriate.
  • Assists the supervisor with the reporting and assessment of workflow and process efficiency.
  • Provides backup to Benefit Eligibility Specialists, including determining eligibility as appropriate.
  • Works with leadership on development and implementation of various customer service, quality assurance, and training initiatives as assigned.
  • Processes, monitors, and reviews computer management reports as assigned.
  • Participates in internal committees, training, workshops, and seminars.
  • Performs special projects and other duties as required.
  • High school diploma or equivalent education.
  • Three years of customer service or administrative experience.
  • One year of experience determining eligibility for public assistance in a human services agency.
  • Associate's degree may substitute for one year of the required experience.
  • Bachelor's degree may substitute for two years of the required experience.
  • Working knowledge of public assistance rules, regulations, and procedures.
  • Knowledge of community assistance resources and agencies.
  • Ability to lead and train others.
  • Ability to efficiently plan, schedule and organize.
  • Ability to assess situations and make prudent and appropriate decisions.
  • Ability to communicate and work effectively with co-workers, clients, other agencies, and the public.
  • Ability to provide excellent customer service.
  • Hiring Range: $50,000.00 - $56,000.00 Annually
  • Anticipated Hiring Rate: $54,600.00 Annually
  • Regular in-person presence as an essential job function.
  • May be required to work evening and weekend hours.
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