Bilingual Child Support Customer Service Assistant

City and County of Denver; United States; On-site; USD 29,000 - 37,000; Full time

Benefits offered by this job

Pension after 5 years

457B Retirement Plan

PTO: 140 hours + holidays + personal +

Wellness day and volunteer day

Competitive health plans

Job summary

City and County of Denver seeks a dedicated Child Support Customer Service Assistant to provide in-person support and respond to a variety of questions. You will relay child support information and coordinate referrals to technicians, ensuring timely handling of cases.

Responsibilities include documenting case information, scheduling appointments, preparing paperwork, and backing up the call center as needed. Strong multilingual communication is valued in a fast-paced, public-service environment.

Qualifications

• High school diploma or GED required.
• Two years of office support experience.
• Education/Experience may be substituted by additional education.

Responsibilities

• Provides in-person customer service answering questions and relaying child support information.
• Creates and sends referrals to Child Support Technicians and monitors responses.
• Assists with case reviews by researching information and gathering documentation.
• Schedules and reminds appointments with clients.
• Prepares and sends child support paperwork and notices.
• Supports as a back-up to the Child Support Call Center.
• Performs other related duties as assigned.

Skills

Bilingual in Spanish

Communication

Customer service

Education

High school diploma or GED

Job description

About Our Job

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose - for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offer a competitive salary commensurate with education and experience. The full salary range for this position is $21.26-$31.89 with an expected hiring range of $21.26 - $26.57. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 wellness day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

Location

In this position, you can expect to work on-site, five days a week at the Denver Human Services Castro Building (1200 Federal Blvd, Denver, CO 80204), with the possibility of working at other supporting sites based on business needs. Hours may vary between 7:30 a.m. and 5:00 p.m., with core hours typically being 8:00 a.m. to 4:30 p.m.

This role will include lobby support and call-center duties to assist clients.

What You’ll Do

At Denver Human Services (DHS), we envision a healthy community where people are connected, supported, safe, and well. One in three people in Denver turn to DHS for support at all stages of life. Our employees help children, at-risk adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being.

Division of Economic Security

Through our Economic Security Division (ESD), Denver Human Services seeks to engage residents in strengthening economic well-being and mobility across their lifespan. By leveraging the resources of Denver Human Services’ programs and a network of community partnerships, Economic Security provides a holistic approach to service delivery in order to assist customers in the ability to foresee crisis as well as adapt to and leverage changing life conditions to their advantage.

The Economic Security Division is comprised of the following program areas:

• Colorado Works Workforce Development
• SNAP to Success (Denver's name for Employment First)
• Childcare Assistance Program (CCAP)
• Child Support Services (CSS)

Child Support Services (CSS) partners with federal, state, tribal, and local governments and others to promote parental responsibility so that children receive support from both parents, even when they live in separate households.

Nationally, the child support program is one of the largest income-support programs for families, contributing money to family budgets to help pay for the basics: shelter, food, childcare, transportation, and school clothes. Child support makes a big difference to children. We strive to provide family centered services and are incorporating innovative strategies that improve the reliability of child support payments.

CSS Vision: The vision of Child Support Services is to help build a world where children can count on their parents for the support and love that they need to be healthy and successful. CSS will put children first by both parents assuming responsibility for the economic and social well-being, health and stability of their children.

We recognize that children benefit from positive, ongoing relationships with both parents.

Child Support Customer Service Assistant

Provides customer service in person responding to a variety of questions, explaining policies and procedures, and relaying child support related information to various customers.

• Creates and sends referrals to Child Support Technicians involving complicated case issues and then monitors that the referrals are responded to on a timely basis.
• Assists Child Support Technicians with case reviews by researching and gathering relevant information and necessary case documentation.
• Schedules and reminds Child Support Technicians of upcoming appointments with clients.
• Prepares and sends paperwork to appropriate parties including but not limited to child support applications, modification packets, assignments and notices.
• Will be in rotation to assist as a backup to the Child Support Call Center.
• Performs other related duties as assigned or requested.

What You’ll Bring

You’ll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.

• Bilingual in Spanish highly preferred, with the ability to read, write, and speak fluently
• A passion for public service and improving the lives of families.
• Experience multi-tasking in a fast-paced work environment.
• The ability to embrace change and innovative work processes.
• A desire to make a difference, engaging customers with a solution-oriented approach through phone, email and face-to-face contact.
• Commitment towards going above and beyond in challenging situations.

Required Minimum Qualifications

• Education Requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
• Experience Requirement: Two (2) years of experience performing office support work
• Education & Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements

Application Deadline

This position is expected to stay open until Monday, September 14th.

About Everything Else

Job Profile CC2354 Child Support Assistant. Position Type Unlimited Position Salary Range $21.26 - $31.89 Target Pay $21.26-$26.57/hour Agency Denver Human Services Redeployment during Citywide Emergencies City and County of Denver employees may be re-deployed to work in other capacities in their own agencies or in other city agencies to support core functions of the city during a citywide emergency declared by the Mayor.

Equal Employment Opportunity

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

Accommodations

It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact [e-mail] with three business days' notice.

Work Authorization

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S. For information about right to work, this information is available in English or Spanish.