Program Resource Specialist

$29.62 - $37.52 Performs 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. Assist technicians in troubleshooting, improving performance by offering coaching and identifying additional needs for training.

Ideal candidate 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. Able to deliver highly complex information.
6. Enjoys providing learners with over-the-shoulder support.

• Acts as subject matter expert, providing clarification on program policies and procedures.
• Troubleshoot with staff and provide direction on resolution for complicated cases.
• Resolves complicated or escalated customer complaints and issues.
• Provides exceptional customer service to all internal and external customers.
• Completes system merges.
• Patriciates ins statewide meetings a is it relates to eligibility programs, CBMS issues and CBMS pre and post builds.
• Communicate to the appropriate staff the outcomes of these meetings. Participate in CBMS testing of new system builds before final rollout statewide.
• Maintains a high level of professional communication and presentation during all interactions with learners, supervisors, and other department staff.
• Maintains confidential caseload for employee related cases and any other caseload assigned by the supervisor including the Address Confidentially Program cases.

• Works with appropriate members of leadership to communicate data entry errors and to identify any training needs for staff.
• Works with eligibility 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 areas for improvement and offers recommendations to training and Quality supervisors.
• Assist training and resource specialist the creation and modification of desk aides and presents to staff on statewide computer system changes??
• Communicates to the appropriates staff on why the merge is needed and identifies any training needs that may be needed to assisting minimizing or eliminating the need for system merges
• Provides side by side support for division employees regarding eligibility processing steps.

• Analyzes cases for data entry errors and for CBMS system errors.
• As a backup to the Data and Research Analyst, submits help desk tickets (HDTs) to the state of Colorado CBMS Help Desk including monitoring and following up on HDTs to ensure timely and final resolution.
• As a backup to the Data and Research Analyst, tracks HDTs on a shared log.
• 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 (IEV) report, maximum Allotment 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 for the correct amount.

• Processes cases as assigned by supervisor.

• High School Diploma or GED equivalent
• Four (4) years full time business or office experience involving a high level of customer service.
• OR Successful completion of a bachelor’s degree may substitute for up to one year of the required work experience but not the experience determining eligibility.
• Three (3) years of current experience in determining eligibility for public assistance programs in the Colorado Benefits Management System (CBMS).
• Candidate must pass human services background checks.
• Candidate must possess the ability to use multiple databases and computer programs.
• Candidate must possess the ability to learn and apply new computer skills on a regular basis.
• Candidate must possess the ability to apply math concepts and calculations in the work environment.
• Candidate must possess the ability to apply common sense to problem solve in a work environment.
• Candidate must possess the ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress situations.
• Candidate must adhere to strict confidentiality guidelines and appropriate release of information guidelines.
• Candidate must possess the knowledge of Microsoft products such as Outlook, Excel, Word, etc.
• Candidate must possess the ability to read and comprehend instructions, correspondence and dept policies and procedures.
• Candidate must possess the ability to keyboard at 35 words per minute.

• Successful completion of a bachelor’s degree preferred.
• Equivalent combination of education, training and experience which provides the required skills, knowledge and ability for the potion may be considered in lieu of the degree.

• While performing the duties of this job, the employee is regularly required to use hands and fingers to complete data entry/calculations, to reach with hands and arms, to talk, and to hear.
• The employee is frequently required to sit for extended periods of time.
• The employee is occasionally required to walk and stand. The employee may occasionally be required to lift, carry and/or move up to 25 pounds.
• Specific vision abilities are required for this job which include close vision, distance vision, peripheral vision, and the ability to adjust focus such as that used when using a computer or reading.
• Specific vision abilities required by this job include visual acuity to Colorado driver's license requirements.

• This position is located primarily in either the Greeley or Ft Lupton office, with some occasional need to travel to the other location.
• Standard working hours are M-F 8a.m. to 5p.m.
• While this is primarily and in office position, there are limited opportunities after completing training for teleworking. The amount is based on the division telework plan must be approved in advance by the supervisor.