Community Support Call Center Lead-165871Print (https://www.governmentjobs.com/careers/adams/jobs/newprint/4668359) ApplyCommunity Support Call Center Lead-165871Salary $56,457.97 - $81,864.06 AnnuallyLocation Westminster, COJob TypeRegular Full-timeJob Number06737DepartmentHuman ServicesDivisionHS Self SufficiencyOpening Date10/25/2024Closing Date11/1/2024 4:30 PM MountainOur MissionAt Adams County, our team members engage in top-notch opportunities to grow and expand their impact. We cultivate an inclusive and innovative culture where diversity matters! Diversity, Equity & Inclusion (DEI) is a core cultural competency at Adams County, and we actively seek and welcome applicants that bring diverse experiences and value inclusion.Cultural Competencies/EEOAdams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic.Position classificationRemote First Job duties and expectations require very limited to no time in the office. There may be scheduled infrequent exceptions which require the employee to be onsite.
Description
Benefits
Questions
What Success Looks Like In This JobThis role requires an experienced Case Manager that is highly skilled in the accurate and timely issuance of public assistance programs who will serve as a primary support for frontline Community Support Case Managers conducting interviews and serving customers on Call Centers within Community Support Services. The Call Center Lead serves as a subject matter expert in the successful administration of public assistance programs such as Food Assistance, Medicaid, TANF/Colorado Works, and Adult Financial Programs like Old Age Pension and Aid to the Needy Disabled.The Call Center Lead will work in both independent and collaborative environments while supporting team members by providing direction to Case Managers, troubleshooting cases, de-escalation of customer concerns, completing case reviews for accuracy, developing and delivering trainings, and other duties outlined below. The Call Center Lead is expected to remain highly proficient with current and future program policy requirements and internal business processes. Examples of Duties for SuccessTeam/Technical Support:
Functions primarily as a resource for frontline team members and supervisors for troubleshooting case processing issues, error messages, or other system anomalies.
Provides on-demand case processing and case troubleshooting in a fast paced and high-volume environment.
Completes supervisor authorizations, withdraws, client ID Merges and provides other technical support as needed.
Assists in screening for duplicate issuances, erroneous payments, invalid clients, user-errors, and improper case closures.
Ability to work all program areas (like a Community Support Case Manager III) to assist the Community Support team during high work volume times.
Extensive capacity and knowledge of CBMS functionality including decision tables, data entry, and navigation.
Customer Service
Extends excellence in customer service to all stakeholders, both internal and external.
Uses appropriate de-escalation techniques to exhibit respect and compassion in difficult situations.
Collaboration
Participates in internal and external committees, workgroups, and process improvement efforts.
Participates in CBMS User testing, staying current with CBMS Builds, participating in Knowledge Transfer calls and trainings, attending State eligibility program meetings, and supporting Economic Mobility Division training and timeliness efforts as needed.
Uses knowledge of CBMS and related business processes to assist staff in developing strategies to improve CBMS usage.
Training / Quality Assurance
Provides both formal and on-the-spot training for team members.
Assists in auditing and evaluating accuracy and timeliness of work performed in CBMS.
Extreme attention to detail when researching, correcting, and troubleshooting issues.
Other Duties as Assigned: Perform additional responsibilities as necessary to support the goals and objectives of the Division.
Qualifications for Success
Knowledge of the public assistance programs including SNAP/Food Assistance, Medicaid, Colorado Works/TANF, and adult financial programs such as Old Age Pension and Aid to the Needy Disabled.
Awareness of processing policies and procedures and internal business processes
Excellent communication and interpersonal skills.
Ability to manage multiple tasks, prioritize effectively, and maintain a commitment to exceptional customer service.
Knowledge of principles of supervision and training.
Skilled in researching and troubleshooting complex issues such as claims, customer escalations, etc.
Ability to accurately input data and to detect and resolve errors.
Ability to work quickly and accurately, with minimal supervision at times, to complete time-sensitive tasks.
Work effectively and positively with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations.
Personally commit to champion the County's norms and values as an individual and professional commitment to design facilitations for others that reinforce the County's cultural expectations.
Hold one-on-one meetings as needed to provide constructive feedback to team members.
Coach team members as requested.
Consult with team members' direct supervisors to effectively communicate:
o Behavioral concerns
o Learning roadblock
o Ideas on how to help team members succeed.
Candidate must have excellent written communication skills to document areas of opportunity and successes.
More Qualifications for SuccessExperience:
At least three (3) years of experience determining eligibility for multiple programs.
Experience as a Community Support Case Manager II/III with consistently high case accuracy rate is preferred.
Working experience and knowledge of all programs – Adult Financial, Colorado Works, Food Assistance, and Medical Assistance. Experience with LTC is preferred but not required.
Education and Training:
High school diploma or GED equivalent required.
An Associate's or Bachelor's Degree is strongly preferred and may substitute for one year of required experience.
License or Certificate:None required.Background Check:Must pass a criminal background check.Adams County complies with Colorado’s Job Application Fairness Act (“JAFA”). JAFA prohibits employers from asking individuals to disclose their age, date of birth, or dates of school attendance or graduation on an initial employment application. However, additional application materials such as certifications and transcripts containing this information may be required for certain positions; if such additional materials are requested, applicants may redact information that identifies the applicant’s age, date of birth, or dates or attendance or graduation.Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.Clickhere (https://youtu.be/ILAvllPaGb4) to watch our video about why Adams County is an Employer of Choice!Benefits You Expect:
AFLAC Supplemental Medical Insurance
Basic Term Life & Optional Term Life Insurance
Deferred Compensation Plan
Dental/Vision/Medical Plans
Generous Vacation/Sick leave
Long-Term Disability
Retirement Plan
Short-Term Disability
Plus some you might not expect:
Employee Assistance Program
Employee Fitness Center
Employee Health Clinics
Flexible Work Schedules
Recreation Center Discounts
Training & Tuition Reimbursement Programs
Wellness programs
Lactation friendly certified workplace
01
Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.
Yes, I understand and agree
Yes, I understand but disagree.
02
Please select how you meet the minimum qualifications.
At least three (3) years of experience determining eligibility for multiple programs AND a High School Diploma or GED equivalent.
At least two (2) years of experience determining eligibility for multiple programs AND a Bachelor's Degree.
At least two (2) years of experience determining eligibility for multiple programs AND an Associate's Degree.
None of the above.
03
Please describe your knowledge and experience with each of the following Public Assistance programs: Health First Colorado (including Long Term Care), Supplemental Nutrition Assistance Program, Colorado Works, and Adult Financial.
04
Describe how you keep abreast of changing processes within Adams County as well as changes around eligibility rules and regulations. Provide an example of a difficult problem someone recently needed your help to solve.
05
Explain when it would be appropriate to rescind a Food Assistance and/or Medical Assistance case as opposed to completing a new AI.
Required Question
AgencyAdams CountyAddress4430 S. Adams County Parkway, Suite C4000BBrighton, Colorado, 80601-8213Websitehttp://www.adcogov.org/current-career-opportunitiesApplyPlease verify your email addressVerify Email
