Child Support Customer Service Technician I

City and County of Denver; United States; On-site; USD 31,000 - 47,000; Full time

Benefits offered by this job

Lifetime pension

457B Retirement Plan

PTO 140 hours + 12 holidays

Personal holiday

Wellness day

Volunteer day

Medical/dental/vision plans

Job summary

City and County of Denver’s DHS is seeking a Customer Services Technician I to support the Child Support program. The role focuses on inbound calls, in-person lobby assistance, and coordination with partners to ensure timely support payments.

The position requires a high school diploma and four years of office support experience; it offers a stable on-site schedule and competitive benefits, including a pension and health plans.

Qualifications

• Graduation from high school or GED/HiSET/TASC.
• Four years of office-support experience.
• Education/Experience Equivalency may substitute for minimum requirements.

Responsibilities

• Handle inbound calls in a call center to assist Child Support customers.
• Occasional lobby assist and in-person customer service.
• Collaborate with DHS divisions to meet customer needs.
• Enter and maintain client records across databases.

Skills

Customer service

Call center

Communication skills

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 offers a competitive salary commensurate with education and experience. New hiresare typically brought into the organizationbetween$22.53 - $26.50. 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) and Child Support Services (CSS). Child Support Services (CSS) is currently seeking highly skilled applicants for the position of Child Support Customer Service Technician I. 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.

The Child Support Customer Services Technician I:

• Works in a call center setting taking inbound calls to assist the Child Support customers and the divisions Child Support Technician I/II's.
• This roles primary responsibility is serving in the call center, with occasional assignments in the lobby as needed.
• Works at DHS’s Castro Building assisting customers face-to-face as needed.
• Collaborates with other divisions within the DHS agency to meet the needs of all customers we serve.
• Works closely with families, the City Attorneys and the judicial system to modify medical and financial support orders to ensure that they are "right-sized" and accurately reflect the parent's current ability to financially support their children.
• Receives and reviews referrals from a variety of sources and determines the next appropriate steps needed to initiate child support obligations.
• Performs research and investigative work to collect necessary information and documentation not provided in the intake interviews.
• Responds to a variety of questions, explains policies, procedures, and processes, and provides child support related information to various stakeholders.
• Enters and maintains client records in various databases ranging from updating demographic information to posting child support orders.
• Works with Assistance Program employees at Human Services to sanction benefits when clients are nonresponsive.
• Determines the status of a case and transfers it accordingly for child support orders to be established, enforced or modified.
• By position, schedules and monitors tests involving the establishment of paternity.
• Performs other related duties as assigned or requested.

What You’ll Bring

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. 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.

Our ideal candidate has some or all the following experience, skills, and characteristics:

• Customer Service background preferred in a call center setting.
• 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.
• Strong negotiation skills, accuracy, and attention to detail.

Required Minimum Qualifications
Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
Experience Requirement: Four (4) years of experience performing office support work
Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements

About Everything Else

Job Profile CS2900 Child Support Technician I

Position Type: Unlimited Position
Salary Range: $22.53 - $33.80
Target Pay: $22.53-$26.50/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.

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. 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.

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, click here for English or here for Spanish.