Call Center Eligibility Technician Lead

# About Our Job
** Call Center Eligibility Technician Lead
** With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.##

What We Offer The City and County of Denver offers competitive pay commensurate with education and experience. New hires are typically brought into the organization between $25.30 and $31.63. We also offer generous benefits for full-time employees which include but are not limited to:
* A guaranteed life-long monthly pension, once vested after 5 years of service
* 457B Retirement Plan
* 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
* Competitive medical, dental and vision plans effective within 1 month of start date## Location & Schedule The City and County of Denver supports a hybrid workplace model, however, this position with the Denver Human Services Call Center is currently working remotely Full Time. A hybrid model may be reinstated. Employees must work within the state of Colorado on their telecommuting days.

** Please note that the schedule for this position is Monday-Friday 8:00am-4:30pm.**## Who We Are & What You’ll DoAt Denver Human Services (DHS), we envision a healthy community where people are connected, supported, safe, and well. One in three people in Denver turn to DHS for support at all stages of life. Our employees help children, at-risk adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being.

The Family and Adult Assistance Division (FAAD) is seeking a driven and passionate individual with a leadership mindset to become a Lead Eligibility Technician for the Call Center Lane. The Lead Eligibility Technician will encourage, motivate and assist various Eligibility Technicians and Customer Service Agents in accomplishing their department goals across a wide variety of public assistance programs which will include but are not limited to: TANF, adult financial programs, food stamps.

The Lead Eligibility Technician will be heavily involved in all case reviews with these teams and will perform permanently assigned lead work duties over Eligibility Technicians and Customer Service Agents including providing on-the-job training and technical support, monitoring caseloads for accuracy in the application of program rules and regulations and identifying areas for process improvement in order to support the case team.

You will also fill in as needed when the Lane Supervisor is absent or unable to assist the team.

Within the first six months of this position, we anticipate that the selected candidate will have attended and successfully completed all program training offered. The Lead Eligibility Technician will provide side-by-side training and support for Eligibility Technicians and Customer Service Agents and work complicated program cases to help the teams meet productivity goals of 95% timeliness and quality goals of 95% accuracy.
* Specifically, as The Call Center Eligibility Technician Lead you will:
** Perform lead work duties over Eligibility Technicians and Customer Service Agents, maintain a thorough and updated knowledge of all public assistance programs, interpret and explain rules and regulations to staff, and provide assistance with managing team workloads.
* Provide on-the-job training, mentor new and established employees, and collaborate with the training unit on course content, materials, and claims review.
* Monitor work activity on caseloads to ensure that 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.
* Assist Eligibility Technicians with processing and determinations of difficult and/or complex cases and act as an arbitrator when problems occur between applicants/clients and employees.
* Review unit procedures, assist in the development or revision of needed procedures, and troubleshoot system errors within the state computer system.
* Maintain current knowledge of the Colorado Benefits Management System, programs, policies, and community resources and adjust work processes to ensure accurate provision of benefits.
* Provide work instruction and assist employees with difficult and/or unusual assignments.
* Assign and distribute work, review work for accuracy and completeness, and return assignments with recommendations for proper completion.
* Resolve problem encountered during daily operations and determines appropriate solutions.
* Contribute to the development of the performance enhancement plan, document performance, provide performance…