Lead Eligibility Technician - Denver Human Services
About The Position
The Lead Eligibility Technician works in the Family and Adult Assistance Division of Denver Human Services, supporting Eligibility Specialists and Technicians in meeting processing and accuracy goals. The role requires a thorough and up-to-date knowledge of public assistance programs, including CBMS, SNAP, Medical Assistance, Adult Financial, and/or Colorado Works programs. The position provides operational and technical support, training and mentoring, workload coordination, and assistance with complex eligibility cases. The role may provide supervisor coverage as needed and can work in-office at the Denver Human Services Richard T. Castro Human Services Center up to five days per week. On off-site days, employees must work within Colorado.
Requirements
- High school graduation or a GED, HiSET, or TASC Certificate.
- Three years of experience determining eligibility for a variety of public assistance programs.
- Additional appropriate education may substitute for the minimum experience requirement.
- Strong leadership skills and sensitivity when working with diverse coworkers and clientele.
- Experience adapting as business needs evolve.
- Professional experience using the Colorado Benefits Management System (CBMS).
- Ability to work in a fast-paced, evolving environment, meet quick turnaround times, and complete accurate follow-up.
- Ability to develop and maintain positive working relationships and encourage cooperation and teamwork.
Nice To Haves
- Extensive experience determining eligibility for Adult Financial Cash Assistance or Colorado Works programs, or willingness to learn.
- Bilingual in Spanish and/or Vietnamese.
Responsibilities
- Provide coverage for the supervisor as needed.
- Assist with maintaining daily operational standards.
- Support Eligibility Specialists and Technicians and maintain current knowledge of applicable public assistance programs.
- Interpret and explain rules and regulations to staff, help manage team workloads, and troubleshoot issues.
- Provide on-the-job training and mentoring, and collaborate with the training unit on course content, materials, and claims review.
- Contribute to performance enhancement plans, document performance, provide feedback, and furnish information for formal performance evaluations.
- Assist staff with processing and determining difficult or complex cases, and arbitrate problems between applicants or clients and employees.
- Assign and distribute work, review it for accuracy and completeness, and return assignments with recommendations for completion.
- Resolve daily operational problems and determine appropriate solutions.
- Monitor caseload activity to ensure cases are clearly and thoroughly documented.
- Review and analyze case records and reports for completeness and accuracy, identify compliance and production problems, and recommend and implement process improvements.
- Adapt and remain flexible with the work schedule as needed.
Benefits
- Guaranteed life-long monthly pension after vesting with five years of service.
- 457B Retirement Plan.
- 140 hours of PTO earned within the first year.
- 11 paid holidays, one personal holiday, and one volunteer day per year.
- Competitive medical, dental, and vision plans effective within one month of start date.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
