Eligibility Supervisor

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Job Posting Closes at 11:59PM on:
10/07/24
Division:
Community Assistance Division
Management Level:
Supervisor - 1st Line
Scheduled Weekly Hours:
40
Benefit Eligibility:
This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

Job Description:

The Jefferson County Department of Human Services is searching for someone who is customer-focused, takes pride in their work, has an eye for detail, and believes in a positive attitude to join the Community Assistance Division as a Call Center Supervisor. The Call Center Supervisor plays a crucial role in serving individuals and families in our community by providing for public assistance programs. The Call Center Supervisor oversees and supports a team of Eligibility Specialists, Associate Eligibility Specialists, and a Lead. The Eligibility Specialists help to determine eligibilityfor public benefits programs such as Food, Medical, and Cash Assistance.The Associate Eligibility Specialists provide advanced customer service and support to Human Services clients that call into the Call Center.

The Call Center Supervisor is responsible for ensuring successful delivery of Economic and Medical Assistance Services (EMAS) to individuals in our community. They are also responsible for ensuring that trauma-informed customer service is being delivered to each of our clients. This individual provides professional support and supervisesworkflow for Call Center staffand coordinates special projects.TheCall CenterSupervisoris also responsible for internal quality assurance reviews, de-escalating challenging client calls, and monitoringandsupervising staff through training,teaching,and coaching.

On a deeper level, the Call Center Supervisor is a global thinker, someone who can see the bigger picture of how each team within theCommunity AssistanceDivision(CAD) impacts the others. They are creative and innovative with their problem solving and conflict resolutionskills. They value the relationships they build with their staff and the customers they serve. The Call Center Supervisor creates and maintains an environment whereallstaff feel motivated and empowered to achieve success, and they have a deep understanding of the needs of the Jefferson Countycommunity they serve.


Compensation :

Hiring Range: $62,000 - $67,000 USD Annual

Compensation will be determined based on education, experience, and skills.

Schedule: This position will work remotely, four-days a week from 7:00am - 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training and occasional technical support.

Benefits: Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement flexible schedules, remote work options, and more. For more information, click here for our Total Rewards summary.

As an employer of choice, we hope you will feel welcome here. The inclusive environment and culture of dignity and respect are what makes this organization so unique. We appreciate that staff uphold our mission and help provide opportunities for our customers to succeed.

Essential Duties:

The Call Center Supervisor will:

• Oversee the Jefferson County Human Services Call Center team, providing real-time support for staff inquiries and escalations.
  

• Coach, train, and support Associate Eligibility Specialists, Eligibility Specialists, Lead Workers, and support staff through video calls and in-person sessions.
  

• Ensure the successful delivery of Economic and Medical Assistance Services (EMAS) by evaluating team performance against division and state-determined metrics and service standards.
  

• Ensure staff are equipped to handle client inquiries effectively and compassionately.
  

• Uphold and promote trauma-informed customer service principles, ensuring all client interactions are respectful, empathetic, and supportive.
  

• Model professional and supportive behavior when engaging with individuals from diverse ethnic, social, and educational backgrounds.
  

• Define and evaluate expected behaviors, knowledge, and proficiency levels among staff.
  

• Foster a collaborative environment with open communication, motivating and empowering staff to achieve success.
  

• Collaborate with other supervisors to effectively and efficiently serve internal and external stakeholders .
  

• Provide leadership, timely feedback, and direct supervision for the daily activities of the team.
  

• Monitor calls and staff performance to ensure the highest level of customer service.
  

• Assist in the collection and analysis of call data to identify areas for process improvement, creating and updating internal policies and procedures as needed.
  

• Monitor daily programs and workload to maintain compliance with regulatory standards for quality and timeliness.
  

• Build constructive working relationships with customers, community organizations, and other work units to meet mutual goals and objectives .
  

• Strategically recruit, interview, and hire individuals whose strengths enhance team effectiveness.
  

Knowledge, Skills, and Attributes that lead to success in this role include:

• Strong leadership qualities and a proactive approach to initiatives.
  

• Exceptional customer service skills with a focus on client satisfaction.
  

• Experience in strategic planning and development.
  

• Ability to foster a collaborative environment that promotes teamwork and inclusivity.
  

• Excellent written and verbal communication skills, adaptable to diverse audiences.
  

• Proven ability to collaborate with internal teams, other divisions, and community partners.
  

• Knowledge of Medical, Food, and Cash Assistance programs, with strong research skills and troubleshooting abilities.
  

• Proficient in critical and strategic thinking for effective problem-solving across various situations.
  

• Driven by a commitment to continuous learning and personal growth through challenges.
  

• Thrives in fast-paced environments and demonstrates flexibility in prioritizing tasks.
  

• Acts as a change agent, consistently exhibiting a positive demeanor.
  

• Skilled in de-escalating difficult client interactions using trauma-informed customer service techniques.
  

The best candidate will embody and demonstrate the following competencies:

• Leadership and initiative
  

• Strategy and development
  

• Collaboration and teamwork
  

• Inclusiveness
  

• Critical- and strategic-thinking skills
  

• Program and system knowledge
  

• Superior customer service
  

Qualifications:

Research shows that women and other underrepresented and historically marginalized group tend to apply only when they check every box in the posting. If you are reading this and hesitating to click “apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Minimum Qualifications :

• Bachelor’s Degree.
  

• Minimum three years of one o r a combination of the following:
  

• Eligibility Programs or Human Services experience
  

• Call Center Supervisory Experience
  

• Or an equivalent combination of education and experience.
  

Preferred Knowledge, Skills and Abilities :

• Minimum one year of Colorado Benefits Management System experience.
  

• Experience working in a call center
  

• Strong customer service skills and experience.
  

• Strong supervisory or lead experience.
  

• Experience leading a team of fully remote staff.
  

• Project or program management experience.
  

• Skills coaching & training others.
  

• Recruiting, interviewing, and hiring.
  

• Experience determining eligibility for public assistance programs.
  

• Experience with Microsoft Office/Microsoft 365.
  

• Analytical mindset - ability to analyze and make recommendations to upper management
  

• Advanced Microsoft Excel skills with extensive Research/problem-solving to figure out situations for customers.
  

• Experience in the Economic & Medical Assistance Services section of Community Assistance strongly preferred.
  

Additional Job Information:

• Offer of employment contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references.
  

• Please note that supplemental questions requiring a written response will serve as a writing sample.
  

How to Apply:

Applications will be accepted electronically at Jefferson County Colorado Career Opportunities .

Applicants complete an online form and have the option to provide a resume and detailed cover letter that describes why you are the best candidate for the position. Applications are reviewed for minimum qualifications listed in the qualifications section of the job bulletin, and applicants are contacted directly by the hiring team regarding next steps. To view the status of your application or direct communication from the hiring team, please log into your candidate portal .

For more details on the recruitment process, please visit https://www.jeffco.us/1860/FAQs

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Thank you for your patience and for your interest in Jefferson County Government! We wish you success through this process. Do not forget to sign up for Job Interest Alerts through your candidate portal to receive email alerts for future positions you are interested in.

Education:
Bachelor's Degree
Experience:
Work Experience: Minimum three years

Certifications:

Languages:

Category:
Health & Human Services

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• Jefferson County Government

• 303-271-8400

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