TheCall CenterAssociateEligibility Specialistis responsible for

• Answer high-volume inbound calls from customersregardingpublicassistanceprograms,benefits, and case-related questions.

• Review customer cases in CBMS and other systems to provideaccurateinformationregardingcase status, eligibility requirements, notices, interviews, and verification requests.

• Triage customer needs and determineappropriate nextsteps, including routing calls, scheduling appointments, or referring cases to theappropriate programarea or staff member.

• Educate customers on Human Services programs, application processes,requireddocumentation, timelines, and available county or community resources.

• Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.

• Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.

• Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.

• Assistcustomers with navigating online systems and completing processes related to benefits and services.

• Send follow-up communications to customers as neededregardingverification requests, documentation, or case clarification.

• Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to supporttimelyandaccuratecustomer service delivery.

• Maintain confidentiality and handle sensitive customer informationin accordance withcounty, state, and federal regulations.

• Perform other duties and responsibilities as assigned.

Qualifications:

Research shows that women and other underrepresented and historically marginalized groups 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.

MinimumQualifications:

• High school diploma or equivalent

PreferredQualifications:

• One or more years of experience indeterminingeligibilityfor publicassistanceprograms such asMedicaid and SNAPutilizingthe Colorado Benefits Management System(CBMS)

• Experienceprovidingcustomerservicein a high-volume or fast paced environment

• Experience using de-escalation techniques with customers experiencing stress or crisis

• Experience entering andmaintainaccurateinformation within complex computer systems or databases

• Bilingual skills preferred

Skills and Qualities for Success in this Role:

• Commitment to serving the community with empathy, professionalism, and a customer-centered approach aligned with the mission, vision, and values of Jefferson County Human Services.

• Ability to effectively manage difficult or emotionally charged customer interactions whilemaintainingprofessionalism and composure.Abilityto understand and apply county, state, and federal policies, procedures, and regulations related to publicassistanceprograms.

• Strong attention to detail and accuracy while navigating multiple computer systems and entering case information.

• Excellent verbal and written communication skills, including the ability to explain complex processes and program requirements clearly to customers.

• Strong organizational skills with the ability to manage competing priorities, adapt to changing processes, and meet deadlines.

• Ability to thrive in a fast-paced Call Center environment with frequent changes to program rules, policies,and guidelines.

Additional Job Information:

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

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

Accommodations Statement We encourage people with disabilities to apply and are committed to providing reasonable accommodations throughout our hiring process. Forassistancewith applications, interviews, or other hiring-related accommodations, contact careertalent@jeffco.us This contact is for accommodation requests only and cannot provide application status updates.

APPLICATION:

Qualified applicants are encouraged to apply.  

All applicants must submit an online employment application by 11:59PM on the posted cut-off date. Follow this link to apply now: Jefferson County Colorado Career Opportunities   

• A resume and cover letter submitted with your application is encouraged but will not substitute for the information requested on the application.  

• Current Jefferson County employees must apply through their employee profile in Workday. 

• In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. 

Applications are reviewed for minimum qualifications listed in the qualifications section of the job bulletin, and applicants are contacted directly by the hiring team if selected. To view the status of your application, please log into your candidate portal    

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

Questions?Contact the Jefferson County Recruitment Team at 303-271-8420 or CareerTalent@Jeffco.us