What are the responsibilities and job description for the Eligibility Technician C – Training Team Lead Worker position at Boulder County?
Boulder County Human Services Department is seeking to hire an Eligibility Technician C (Lead Worker) for our Training team. The Human Services Eligibility Technician C oversees the work of entry and journey level Eligibility Technicians and performs complex technical duties in determining eligibility for public assistance programs provided by Human Services. The Community Support Division needs a Training Lead who is passionate about working with new hires, troubleshooting difficult cases, mentoring staff, and continually looking at current processes with the goal of continuous improvement using lean process improvement strategies within our strategic goals:
- Boulder County Residents have access to public benefits programs that support basic human needs.
- Boulder County residents who are eligible stay on benefits.
- People have the information they need to make life decisions.
As a lead worker you’ll be the subject matter expert in interpreting policy and processing cases, mentoring and coaching new eligibility technicians, and liaising between various teams. You will work with cohorts of brand-new eligibility technicians by providing team support, answering questions around policy, processing case reviews, providing mentorship and back up management to the Trainer, and continually looking at current processes and providing feedback on areas where processes can be improved. We are seeking someone who enjoys working with others, has strong communication and project management skills and has shown success in mentoring and coaching employees with a can-do, humble and approachable style. We value individuals with sound decision making skills, those who take ownership of their mistakes, adapt when challenges arise, maintain a positive attitude, and demonstrate patience at all times. A commitment to going above and beyond for our residents and fellow employees and is dedicated to fostering a supportive, team-oriented environment.
This is a full-time, benefited position, that will work Monday - Friday 8:00am - 4:30pm. This position can work a hybrid schedule both remotely and out of the St. Vrain Community Hub 515 Coffman St. Longmont, CO. During training periods which can last 6-12 weeks at a time, this position may be required to work from the office full time. Under Fair Labor Standards Act (FLSA) guidelines, this position is non-exempt (eligible for overtime).
Boulder County requires its employees to reside in the state of Colorado as of the first day of work.
Hiring Salary Range: $59,592.00 - $85,716.00 Annually
Tentative Hiring Timeline:
- Phone Screening: Week of February 17th
- First Round Interviews: February 24th
- Second Round Interviews: February 24th
New employees receive an 80-hour bank of vacation at the time of hire, in addition to 8 hours of both vacation and medical leave accruals each month (Must not have been employed at Boulder County during the 12 months prior to re-hire date to qualify). Boulder County offers bountiful benefits, including pension contributions.
Boulder County employees may qualify for Public Service Loan Forgiveness (PSLF). Visit studentaid.gov for more information.
- Mentor and support the work of Eligibility Technicians who are responsible for accurately processing cases.
- Interprets the policies for and maintains a thorough knowledge of the programs our division administers
- Acts as a Subject Matter Expert (SME) for program policy and processing in Colorado Benefits Management System (CBMS) and attends state and county level meetings as needed
- Gain a working knowledge of all Community Support team processes to be able to tailor live processing of cases with new technicians.
- Gathers, organizes and supports material collection and distribution related to division-wide training and policy updates
- Assist in developing, reviewing, and updating procedures, troubleshooting system errors, and ensuring the accuracy of work processes within CBMS.
- Communicating, coordinating and meeting with individuals within training team, and our division and ensuring training needs are met and the training is comprehensive.
- Interprets and explains rules, regulations, appeal rights and appeal procedures to our residents
- Continually reviews processes in place and suggests solutions for improvement using lean methodology
- Coaches' eligibility staff on escalated or complex cases
- Participates in county dispute resolutions and state hearings
- Determines the need for recovery of funds or referral for fraud investigation and completes reports to the proper investigative personnel
- Assist the trainer with employee coaching
- Performs related work as required and demonstrates excitement about trying new things
- May be reassigned in emergency situations
PLEASE NOTE: When completing your application describe all relevant education and experience, as applications are assessed based on the required qualifications listed. Resumes and other attachments are not accepted in lieu of completed applications and will not be reviewed in the initial screening process. 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 attachments will then be shared with the hiring team.
EDUCATION & EXPERIENCE:
Boulder County is looking for well qualified candidates to fill our positions. Any combination of relevant education and experience is encouraged. In this position, we are looking for a minimum of high school graduation or equivalent and four years of experience working with the public and providing familiarity with public assistance programs including one year as an Eligibility Technician.Any equivalent combination of education and experience may be considered.
BACKGROUND CHECK:
- A job offer is contingent on passing a background investigation
PREFERRED QUALIFICATIONS:
- Bilingual in English and Spanish
- Additional compensation will be provided based on the use of bilingual skills.
- Working knowledge of lean practices or process improvement
KNOWLEDGE, SKILLS, & ABILITIES:
- Working knowledge of public assistance programs and other community agencies that provide assistance to clients
- Skill in communicating verbally and in writing
- Skill in coaching staff
- Ability to work effectively with other employees, the public, and stressed or escalated individuals.
Salary : $59,592 - $85,716
