System Improvement Specialist, LEAP

Goodwill of Colorado•Colorado Springs, CO

7d•Hybrid

About The Position

The System Improvement Specialist, LEAP (Colorado Low-income Energy Assistance Program), will work in a temporary position working within LEAP. The Systems Improvement Specialist will continuously improve LEAP services provided to external clients by Goodwill of Colorado. Internal audits and quality development will be conducted through administrative service, using a systematic process of monitoring critical performance indicators and executing strategies to improve overall processes and outcomes of services, resulting from LEAP applications received via the following: USPS mailing, email, fax, PEAK, and telephonic applications.

Requirements

One (1) year’s previous LEAP experience required as an Eligibility Specialist.
A minimum of two (2) years of clerical and administrative experience in an office environment.
Must be able to speak, read, write, and understand English.
Must have experience working with computer systems such as client tracking systems, Microsoft Office Suite, and Adobe.
Must have excellent written and verbal communication skills, offering and exchanging information with others so that the intended meaning is clarified and understood.
Demonstrate the ability to interact with various internal and external customers and process multiple inputs.
Have the ability to work independently and cross functionally as a strong team leader.
Demonstrate flexibility within the framework and pressure of established deadlines.
Be detail oriented, able to learn specific rules, regulations, and standards to maintain compliance and conformance.
Have the ability to multi-task, be organized, and have time management skills.
Have a professional demeanor and appearance that enhances the organization’s reputation.
Be process-focused, data-driven, and results-oriented.
Will be required to comprehend and have a working knowledge of applications received via the following: Leap application form, PEAK, and telephonic applications.
Must reside in the State of Colorado.
Submit to and successfully pass a criminal background check.
Report any arrests, charges, or summonses for any disqualifying offense as specified by C.R.S. §27-90-111 to the State.
Must have valid Colorado State driver license.
Must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.
Must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition (if using personal vehicle for company business).

Nice To Haves

A High School diploma or equivalent is preferred.
It is preferred that the incumbent have the ability to drive for company business.
The candidate may be disqualified if they have a criminal record for illegal drug use or sale, financial fraud, identity theft, physical abuse, crimes involving violence and/or theft. We do consider the specifics of the offense, including how long ago the offense took place.

Responsibilities

Attend mandatory State LEAP training and develop a thorough working knowledge of LEAP to support the program and other LEAP staff.
Process applications as deemed necessary by the Quality, Contracts and Communications Manager, Quality Lead and Operations Division Supervisors or Manager.
Extract verification of data from various databases including Colorado Benefits Management System (CBMS), Family Support Registry (FSR), Colorado Department of Labor and Employment DOLE, Colorado Department of Motor Vehicles (DMV), Systematic Alien Verification for Entitlements (SAVE), State of Colorado OIT Mainframe State Verification and Exchange System (SVES), Colorado Department of Human Services (CDHS), and automated utility portals as a preliminary step for determining eligibility and processing LEAP applications.
Explain eligibility criteria to LEAP applicants and agencies, receive applications and review for completeness prior to securing verification to process applications and determining LEAP benefit eligibility.
Contact vendors, applicants, and other agencies for information, maintaining caseloads and confidentiality of all clients and staff.
Process all cases within the allotted time frames as required by the State LEAP office, i.e., emergency applications within 18 days and regular applications within 30 days.
Provide support to the Quality Lead and/or Quality, Communications and Contract Manager with all aspects of the administration of the LEAP program contract.
Identify training needs, aid in/conduct additional “in-house” training, monitor LEAP system reports, and refine and update processes.
Provide timely feedback to all staff on rules, regulations, policies, and procedures.
Respond to all program appeals via preparing the appeal packet presentations and representing Goodwill of Colorado in all scheduled appeal hearings.
Identify updates and services needed, ensuring improvements are made by aiding in the development of a course of action/work plan.
Recognize inefficient or ineffective processes and propose or develop alternative solutions.
Check appropriate state and agency regulations, processes, and reports, ensure all stakeholders’ demands are implemented, review past outcome measures as well as administrative quality indicators.
Ensure that LEAP staff adhere to rules and regulations, in order to be actively prepared for both scheduled and unscheduled audits. Maintain an audit protocol with a tracking system in place.
Potentially actively participate in plan development, suggesting courses of action, and necessary training.
Prepare and review files for State and County monitoring reviews, as well as prepare a corrective action response for any errors found as a result of this monitoring.
Perpetually audit the case files of both PEAK and Digital Eligibility Specialists and any other application processing staff to ensure that quality and compliance standards are met. Track and convey the results of internal audits to the PEAK and Digital Eligibility Specialist and/or Eligibility Specialist Leads or Supervisors upon completion. Conduct audits of at least two (2) case files per month for processors meeting quality and compliance standards.
Monitor auditing/reporting outcomes, determining if processes should be completed in the same way, with modifications and/or identify barriers to improvement.
Assist with the maintenance of trend analysis statistics, identifying trends isolated to the individual PEAK and Digital Eligibility Specialist versus trends identified to the masses.
Assist with conducting external quality surveys in the divisions of Eligibility Specialist, Call Center and Email Communication. Track and report survey outcomes to the internal representative, Quality, Communications and Contract Manager, and division specific Leads and/or Supervisor I and II.
Ensure open communication between leadership team members and front-line staff.
Ensure there is an ongoing feedback loop to discuss quality improvement plans and outcomes with staff and leadership team members.
Keep the Quality Lead and/or Quality, Communications and Contract Manager informed of progress, program considerations and pertinent information. Participate in all required team meetings and training sessions.