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Economic Benefits Supervisor

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Economic Benefits Supervisor

Salary

$61,490.00 - $92,150.00 Annually

Location

Colorado Springs, CO

Job Type

Full-Time

Job Number

2400357

Department

Department of Human Services

Division

Economic Benefits

Opening Date

06/29/2024

Closing Date

7/7/2024 11:59 PM Mountain

• Description

• Benefits

• Questions

  Need more information on completing a job application? See the EPC Application process here (https://admin.elpasoco.com/human-resources/#ApplicationProcess) .

Job Summary

We are seeking a dynamic individual to Supervise the Customer Service Line! As the Supervisor of this team, you will oversee a group of Customer Service Representatives and Eligibility Specialists dedicated to delivering exceptional service through our Main Console phone line. This role will involve providing guidance on policy for public assistance programs, utilizing critical thinking to assess eligibility situations, and ensuring decisions timely. We are seeking a positive individual with strong leadership skills, who is committed to training and guiding staff. This role will require the ability to manage your time effectively, while providing updates on call trends, call hold times and call volume. This position requires excellent multitasking abilities and the flexibility to adapt daily responsibilities, all while maintaining open and effective communication with your team.

Hiring Range: $63,760.60.00 - $71,032.91.00

This position has an anticipated work schedule of Monday-Friday 8:00am-5:00pm, with some overtime required. Under FLSA guidelines, this position is exempt.

Please be advised that this position may close on or after 07/01/2024, without advanced notice, should we receive a sufficient number of qualified applications.

Supervises the planning, organizing, monitoring, and training of a variety of benefit programs, including but not limited to: Health First Colorado (formerly Medicaid), Colorado Child Care Assistance Program (CCCAP), Supplemental Nutritional Assistance Program (SNAP, formerly Food Stamps), Colorado Works, Adult Financial, and Long-Term Care. Delegates and oversees special projects and activities.

Essential Duties/Responsibilities

• Communicates the mission of the El Paso County Department of Human Services (DHS).

• Interprets, communicates, and implements rules, policies, procedures, and regulations of assigned programs. Recommends policy/procedure updates to senior-level staff; implements changes to business practices.

• Supervises the daily operation of assigned unit(s); provides guidance, training, mentorship, and feedback to assigned staff. Conducts performance evaluations and motivates employees to achieve peak productivity and performance; participates in the hiring and disciplinary process.

• Monitors and evaluates the quality and quantity of work completed by the unit; compares work to established standards. Responds to error cases cited by Quality Assurance and other audits.

• Coordinates and participates in Management Evaluation reviews.

• Utilizes data and reports to meet program guidelines/expectations and identify areas of opportunity for potential improvement. Ensures program is working to meet or exceed Colorado Department of Human Services C-Stat Program goals. Prepares, designs, and implements plans for improvement in respective unit.

• Monitors and tracks timeliness within the unit, division, and agency.

• Monitors and ensures preparation for Local and State appeals.

• Resolves problems between employees and clients; responds to client complaints and concerns; conducts County dispute resolutions.

• Provides local presentations of DHS services and programs as assigned; may serve as liaison to the community.

• Participates in internal and external committees as a representative of the department.

• Performs other duties as required.

Supervision Exercised:This classification requires supervising and monitoring performance for a regular group of employees or unit(s) including providing input on hiring/disciplinary action and work objectives/ effectiveness, performance evaluations, and realigning work as needed. A first-line or second-line supervisor typically performs these tasks.

Supervision Received:Receives administrative supervision. This classification typically performs job duties and resolves conflict according to their own judgment and initiatives, requesting supervisory assistance only when necessary. Special projects are managed with little oversight, and assignments may be reviewed upon completion. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Knowledge of public assistance rules, regulations, and procedures. Knowledge of community assistance resources and agencies.

• Ability to obtain and maintain State database access for assigned program(s), such as Colorado Benefits Management System (CBMS) or Child Care Assistance Tracking System (CHATS).

• Ability to lead and train others; ability to objectively review the performance of others.

• Ability to communicate and work effectively with co-workers, clients, other agencies, and the public. Ability to provide excellent customer service.

• Ability to efficiently plan, schedule, and organize.

• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.

• Ability to use standard office equipment, including computer, fax machine, copier, and telephone.

• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.

• Three years of human services-related experience, including knowledge of eligibility determination or department of human services programs, resources, and policies and procedures.

• Associate’s degree in a related field may substitute for one year of the required experience.

• Bachelor’s degree in a related field may substitute for two years of the required experience.

Preferred Education & Experience

• Two years of experience with CBMS.

• One year supervisory or leadership experience.

Licenses/Certificates

• Must possess and maintain a valid driver's license.

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, and drug screen.

Work Conditions

Duties are primarily performed in a high-volume office and remote work environment dependent on business needs; some travel within the community may be required. May be exposed to clients in stressful situations. May be required to work evening and weekend hours.

The classification specification above is intended to represent only the key areas of responsibilities and minimum qualifications; specific job assignments, duties, education, experience, licenses/certifications, and environmental conditions will vary depending on the needs of the department/office and the particular assignment. Changes to this document may only be made by a member of the Human Resources Department.

VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.