Job Information
State of Colorado EPU Support Specialist in Denver Metro, Colorado
EPU Support Specialist
Print (https://www.governmentjobs.com/careers/colorado/jobs/newprint/4659762)
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EPU Support Specialist
Salary
$23.97 - $38.35 Hourly
Location
Denver Metro, CO
Job Type
Part Time
Job Number
IHA 01762 09/16/2024
Department
Colorado Department of Human Services
Division
OES (Office of Economic Security)
Opening Date
09/16/2024
Closing Date
9/21/2024 11:59 PM Mountain
FLSA
Determined by Position
Type of Announcement
This position is open only to Colorado state residents.
Primary Physical Work Address
REMOTE: Address is employee's home address.
FLSA Status
Non-Exempt; position is eligible for overtime compensation.
Department Contact Information
Victoria.Crocket@state.co.us
Salary Note
Although the full salary range for this position is provided, appointments are typically made at or near the range minimum.
How To Apply
Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.
Description
Benefits
Questions
Department Information
This position is open to current Colorado residents only.
Please note: This recruitment may be used to fill multiple vacancies.
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CDHSCareers
Most State of Colorado employees are eligible for a great benefit package! Please see the Supplemental Information section below for details!
Description of Job
Please Note: This part time position will work up to, not to exceed 24 hours per week, and consists of mainly shift work outside of core business hours (afternoons, nights, and weekends) andwill notbe required to be in person.
About this Unit:
The Supplemental Nutrition Assistance Program (SNAP) exists to safeguard the health and well-being for low income, financially eligible households by providing food assistance benefits redeemable for food items at authorized retailers. The SNAP Program operates on a statewide basis in all counties providing certification (eligibility determination based on State/Federal rules and guidelines) and authorizing issuance of benefits to approximately 568,000 people in 301,000 households monthly. The unit must provide for establishing, implementing, and directing policy, procedures, and rules for the SNAP. The unit is responsible for policy creation and monitoring, statewide training, management evaluation/program review, issuance accountability and monitoring, and corrective action and collection of benefit overpayments. The Call Center was established to accept, resolve, and track client inquiries received through a toll-free telephone service, which is available to the general public. These clients served are hose that have either applied for or are receiving various assistance benefits from local county offices, and who are experiencing delays in the receipt of those benefits or having issues using the state’s online application system.
The Colorado Electronic Benefit Transfer System (CO/EBTS) program exists to distribute cash public assistance, energy assistance, and Supplemental Nutrition Assistance Program (SNAP) benefits to clients, providers, and recipient agencies throughout Colorado. Colorado EBTS distributes payments to clients or service providers for access utilizing the Colorado Quest Card or by Automated Clearinghouse (ACH) direct deposit options available to clients and providers. The operation and administration of this work unit impacts the United States Department of Agriculture (USDA) Food and Nutrition Service (FNS), in-state and out-of-state project administrators, counties, clients, service providers, retailers, Automated Teller Machine (ATM) networks, banks, and the State’s contracted EBT processor, as well as the Western States EBT Alliance (WSEA) for which Colorado is the lead state.
About this Position:
This position spends a majority of the time transcribing calls, answering out of state email verifications, validating bot responses, and providing coverage for county specific Intelligent Character Recognition (ICR) hand writing queue validation during both traditional and non traditional hours. This position will also assist when needed validating documentation on the phone with clients verifying information so this position must have strong customer service skills, pay attention to detail, document detail thoroughly, and make call-backs. This position may also assist the EBT team by answering calls from clients out of state, verifying their identity and adding their card numbers in the system so that cardholders can use their cards out of State. This position answers client questions regarding their EBT account. This position uses judgment on an ongoing basis to select the most appropriate technical guidelines and adapt them to accomplish tasks. Positions continually determine practical solutions to problems by applying specific processes, techniques like troubleshooting, and methods to solve any issues the clients might have.
This position also receives and resolves client complaint calls that come into the Department of Human Services through the toll-free telephone service available for applicants and recipients of SNAP, Colorado Works, and the Adult Financial programs. This unit handles customers who have not received benefits from the local county office within federally and state required timeframes as well as general calls concerning benefits or the state’s online application Program Eligibility and Application Kit (PEAK). Responsibilities include answering calls placed to the toll free number; recording the nature of the complaint into a Customer Relationship Management (CRM) database; retrieving the complaint data in a chronological order from the CRM database; performing detailed research on the case in PEAK or the CBMS automated system using policy and system expertise; verifying whether benefits have been received on the Electronic Benefits Transfer(EBT) card via EBT’s automated system, contacting the appropriate entity or County staff regarding the specifics of the case and asking for resolution; contacting the client when more information or detail is needed to resolve the issue; monitoring the process to ensure the complaint is resolved in a timely manner; and recording the final results of the inquiry in the CRM database.
Summary of Job Duties:
Data Collection:
- Following prescribed procedures, collects and records the appropriate data regarding the
daily calls received. Enters this data into the CRM tracking database. Retrieves and compiles this data for reporting purposes on a daily, weekly and monthly basis. Documents contract call center quality assurance data. Providing coverage for county-specific Intelligent Character Recognition (ICR) hand writing queue validation. It is necessary to track the incoming calls, emails and verification requests to get an understanding of work flow of this position. Managing the tasks at hand and data collection must be balanced.
Researches and Analyzes Incident Information:
- Retrieves, researches and completes work on the incident records contained in the
database in a chronological order (unless it is an emergency case which always takes a higher priority). Also receives incident records from contracted call center that needed more system and program research. Typically, this will require doing research in the automated system to determine the current status of the case. Given the information obtained from both the client and the automated systems, proceeds to contact the appropriate entity or person at the County office. This contact may be by phone, e-mail or both. All information known is provided to the contact, as well as the appropriate request for action or additional information. If a pattern is seen around
incident records that needs to be escalated, this position will escalate to the EPU Supervisor. Explains general program processes and procedures to callers. May answer general program informational questions. Communicates with callers to ensure an understanding of the information provided and the appropriate steps needed to remedy the situation. Provides helpful guidance and assistance. Contacts the client either by phone, letter, or both when resolution is reached. If resolution is not reached between the entity contacted and the client, refers the case to the appropriate State level policy staff. Continues to track the incident until resolution is reached.
Answers Out-of-State Verification and Client Inquiries:
- Answers out-of-state verifications for all 50 states. Answers phone calls received on the
toll free telephone line. Introduces themselves to the caller and listens and documents the caller’s question or complaint. Researches the client information in the Customer Relationship Management (CRM) database to ensure there is not a current, open record for this complaint/inquiry; addresses the nature and level of urgency for the inquiry. An emergency is defined as a phone call regarding a case in which benefits have not been processed within required time frames based on program rules. Calls identified as an emergency receive priority and are to be resolved within a recommended 5 business day time period. All other calls and emails are to be handled as expeditiously as possible, and in general, should not exceed 7 business days for resolution. Categorizes all calls and emails within prescribed CRM categories and enters the required information into the CRM database and tracking system for all inquiries. Assists clients who are having technical errors when applying for benefits on the PEAK website. If the error cannot be resolved a ticket is created in Service Desk. When the Service Desk (SD) ticket or issue is resolved, will document the SD ticket resolution in the CRM and will also follow up with the client. Routes misplaced calls.
Support to the EBT Unit and other duties as assigned:
- This position assists the EBT team by answering calls from clients out of state, verifying their identity, and adding their card numbers in the system so that cardholders can use their cards out of State. This position assists cardholders by updating their addresses and triggering another EBT card to be mailed to the correct address if needed. This position answers client questions regarding their EBT account. This position also provides client education on EBT card safety while they are speaking to the client. Stays current on latest EBT card education, EBT card fraud trends to provide helpful, relevant information to EBT cardholders. Includes other duties as assigned by supervisor.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
Important Note: Please review your application to ensure completion. For the most equitable applicant experience, CDHS' hiring teams consider only the contents of your application to determine meeting minimum qualifications and for the comparative analysis process. Experience is calculated on a full-time equivalency basis, therefore, it is important to accurately notate the hours you averaged per experience section entry. Volunteer work or related type of experience may be used to meet the qualifications, but must be clearly documented. It is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies and background as they relate to the duties outlined in the job announcement.
MINIMUM QUALIFICATIONS:
Option 1 - Experience:
Three (3) years of relevant experience in an occupation related to the work assigned to this position such as: Customer Service, Human Services, Vulnerable Population, Confidential Data, Navigation of Multiple Management Systems, Troubleshooting, Interpretation and following processes and procedures, or other closely related experience.
Please note: This experience must be clearly documented on your application and the supplemental questions must be answered.Answers such as "see resume" or "n/a" will be disqualified .
OR
Option 2 - Experience & Education:
- A combination of related education and/or relevant experience in an occupation related to the work assigned equal to three (3) years.
Substitutions:
Additional appropriate education will substitute for the required experience on a year-for-year basis.
Additional appropriate experience as listed above will substitute for the degree requirement on a year-for-year basis.
Preferred Qualifications:
Customer Service
CBMS Navigation
ICR processing
Lumen system navigation
ebtEDGE navigation
Knowledge of CDHS programs and services
Human Services experience or experience working with a vulnerable population
Experience working with confidential client data
Experience learning and navigating multiple data management systems
Experience troubleshooting various systems and processes
Experience utilizing time management skills to meet deadlines
Experience interpreting and following processes and procedures
Conditions of Employment:
Background Check
Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.
APPEAL RIGHTS:
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
A standard appeal form is available at:www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.
Supplemental Information
How to Apply (https://cdhs.colorado.gov/information-for-job-applicants#how-to-apply)
The Assessment Process
For additional recruiting questions, please contact Victoria.Crocket@state.co (Maria.Ramos-Robinson@state.co) .us
About Us:
If your goal is to build a career that makes a difference, consider joining the dedicated people of the Colorado Department of Human Services (https://www.colorado.gov/cdhs) (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. In addition to a great location and rewarding and meaningful work, we offer:
Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan www.copera.org plus 401(k) and 457 plans
Medical and dental health plans
Employer supplemented Health Savings Account
Paid life insurance
Short- and long-term disability coverage
11 paid holidays per year plus vacation and sick leave
BenefitHub state employee discount program
Employee Wellness program MotivateMe
Excellent work-life programs, such as flexible schedules, training and more
Remote work arrangements for eligible positions
*Some positions may qualify for the Public Service Loan Forgiveness Program. For more
information, go to https://www.colorado.gov/pacific/dhr/student-loan-forgiveness-programs .
Our Values:
We believe in a people-first approach: To serve the people of Colorado, we develop a culture and work environment that creates an energized, inspired, and healthy team capable of giving their best to Coloradans.
Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.
We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.
ADAA Accommodations: CDHS is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Nancy Schmelzer, at cdhs_ada@state.co.us or call 1-800-929-0791.
THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER
The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: www.colorado.gov/pacific/dhr/benefits
Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.
01
Your legal name is used in the hiring process for background checks. Did you use your full legal name in your application?
Yes
No
02
The bottom of this job announcement provides links to additional information on how to apply, the assessment process, toll free applicant technical support, and about how the State of Colorado is an equal opportunity employer. Please acknowledge below that you have read the information provided in these links.
This information is available to me and I have read this information.
I am unable to access the links with this information on the job posting. (If you select this option, please contact the recruiter, whose information is listed on this announcement, so that they can send this information directly to you.)
03
Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application. In the space below, please provide an explanation as to why the prior termination or resignation should NOT disqualify your application from the current position.
04
If you are a current or former State of Colorado employee, please list your employee number (starts with 997...). Failure to provide this requested information may render your application incomplete, and you may no longer be considered for the position.
05
Can you provide an example of a challenging customer service situation you've encountered in the past? How did you handle it, and what was the outcome?
06
Describe your experience working with databases or automated systems. How have you used such tools to improve the efficiency and accuracy of your work?
07
How do you stay up-to-date with evolving policies and guidelines related to client services? Please share your approach to ongoing learning and adaptation in a work environment.
08
Please explain your experience working in CBMS and ebtEDGE. If you do not have any experience with these systems, please answer N/A.
Required Question
Agency
State of Colorado
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Website
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