The Weld County Department of Human Services Area Agency on Aging Division is searching for a Program Resource Specialist to perform as an information resource on rules and regulations for public assistance programs such as Food Assistance, Medicaid, Adult Financial, Long Term Care, and Colorado Works to eligibility technicians. Assist technicians in improving performance by offering coaching and identifying additional needs for training.

Mission Statement: Engaging and partnering with the community to improve safety, health and well-being of individuals and families through the delivery of responsive and collaborative services.

Vision Statement: The people of Weld County are connected to the resources needed to thrive in the community and feel safe and empowered.

The Ideal Candidate for the Department of Human Services will be someone who possesses the following traits:

1. Have the flexibility to adapt to change.

2. Skilled at troubleshooting CBMS cases and researching Rule.

3. Client-centered focus.

4. Ability to work independently or within a team.

5. Ability to communicate highly complex information and strong attention to detail.

6. Enjoys providing learners with over-the-shoulder support.

$27.37 - $34.62 per hour plus benefits (see benefits tab on the job posting).

As an applicant for this position, you should be aware of Senate Bill 19-085, the Equal Pay for Equal Work Act. The act requires employers to announce the pay range for job openings. This range encompasses the nine pay steps available should you receive the position and demonstrate satisfactory performance over time.

Use the following link to learn more about Weld County Department of Human Services:

https://www.weldgov.com/Government/Departments/Human-Services

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. (Any one position may not include all of the duties listed nor do the listed examples include all duties which may be found in positions of this class.)

Performs as a resource expert providing clarification on program policies and procedures. Troubleshoot with staff and provide direction on resolution for complicated cases. Analyzes cases for data entry errors and for CBMS system errors. Works with the appropriate staff to communicate data entry errors and to identify any training needs for staff. If the errors are CBMS system related, submits a help desk ticket (HDT) to the State of Colorado CBMS Help Desk. Monitors and follows up on all HDT to ensure timely and final resolution. Responsible for managing the HDT log. Resolve complicated or escalated customer complaints and issues. Work through system issues with staff and if unresolved, escalate to supervisor.

Works with Technicians to identify areas of concern or need for additional training and performance coaching. Provide training and performance coaching for staff members within the division. Identifies area for improvement and offer recommendations to Training and Quality Assurance Supervisor for additional training needs.

Assists Training & Resource Specialists with the creation and modification of desk aides and presents to staff on statewide computer system changes.

Completes system merges. Communicates to the appropriate staff on why the merge is needed and identifies any training that may be needed to assist in minimizing or eliminating the need for system merges.

Participates in statewide meetings as it relates to eligibility programs, CBMS issues and CBMS pre- and post builds. Communicates to the appropriate staff, the outcomes of these meetings and webinars. Participates in CBMS testing of new system builds before final rollout statewide.

Provides exceptional customer service to all internal and external customers. Maintains a high level of professional communication and presentation during all interactions with learners, supervisors, and other department staff.

Maintains working knowledge of all current public assistance programs, including current program policies and procedures, in order to perform as a resource expert to Eligibility Technicians with varying degrees of experience, provides updates and clarifications regarding the application of policy and procedure to specific cases. Utilizes cross-training opportunities to gain and maintain current working knowledge of all current and future public assistance programs. Effectively and accurately conducts case reviews and correctly rescinds cases.

Manages confidential caseload for employee related cases and any other caseload assigned by the supervisor including Address Confidentiality Program cases. Processes cases as assigned by supervisor.

Manages statewide computer system reports as assigned by division leadership. Reports include but are not limited to the Mass Update Exception Report, Income and Eligibility Verification System (IEVS) Report, Maximum Allotment Report, Medicaid Locked-In Members Report, or other system reports as identified. The position assumes the responsibility that all cases are updated accurately, and any resulting claim of benefits be addressed timely and for the correct amount.

Works eligibility tracks when all other essential duties and responsibilities are completed or assigned by supervisor.

MINIMUM QUALIFICATIONS

Education:

• High School Diploma or GED equivalent is required.
• Successful completion of bachelor’s degree preferred.
• Equivalent combination of education, training and experience which provides the required skills, knowledge and ability for the position may be considered in lieu of the degree.

Required Work Experience:

• Four (4) years full-time business or clerical experience in an office environment which includes extensive customer service, telephone use and computer experience that includes data entry and Windows based navigation.
• Three (3) years of current experience in determining eligibility for public assistance programs in the Colorado Benefits Management System.

Substitutions for Work Experience:

• Successful completion of a bachelor’s degree may substitute for up to one (1) year of the required work experience but not the experience determining eligibility.

Additional Required Skills, Abilities and Knowledge:

• Must possess ability to keyboard at 35 words per minute.
• Must possess accurate 10 key ability.
• Ability to use multiple data bases and computer programs.
• Must pass Human Services Background Checks.

ADDITIONAL REQUIREMENTS

Ability to enter data into several different computer programs. Ability to learn and apply new computer skills on a regular basis. Knowledge of computer programs such as Microsoft Windows and Word, Excel, and Outlook.

Ability to read and comprehend instructions, correspondence and department policies and procedures. Ability to write correspondence.

Ability to effectively communicate in one-on-one and small group situations to customers, clients and other employees of the organization.

Primary work office will be established, but employee may perform work on the Greeley Campus, Fort Lupton office or at one of the other satellite offices on a rotating basis.

Ability to apply math concepts and calculations in the work environment.

Ability to positively engage with all staff.

Ability to apply common sense to problem solve in a work environment.

Ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress situations.

Adhere to strict confidentiality guidelines and appropriate release of information.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel; reach with hands and arms The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required for this job include close vision, distance vision, peripheral vision, and ability to adjust focus.