Eligibility Technician Lead

City and County of Denver; Denver (CO); Hybrid; USD 53,000 - 66,000; Full time

Benefits offered by this job

A guaranteed life-long monthly pension

457B Retirement Plan

140 hours of PTO in first year + 11/US

1 personal holiday

1 volunteer day per year

Medical, dental and vision plans

Job summary

The City and County of Denver is seeking an Eligibility Technician Lead to oversee the Application/EE Cells team in the Denver Human Services division. This role focuses on processing PEAK and Paper applications, redeterminations, changes, and verifications for public assistance programs, while guiding staff and ensuring accurate initiation of applications.

Responsibilities include leading ICT workflows, performing QA, managing CBMS HD Tickets, and maintaining daily performance logs.

Qualifications

• High school diploma or GED required.
• Three (3) years of experience determining eligibility for public assistance programs.
• Education/Experience equivalency may substitute the minimum experience requirement.

Responsibilities

• Lead the Application/EE Cells team and supervise document management tasks.
• Perform QA to meet annual performance goals and address quality issues.
• Manage CBMS HD Tickets and maintain the ticket log for quick resolution.
• Prepare and maintain daily reports and tracking logs to monitor performance.
• Conduct staff training on new processes and changes to workflows.
• Identify opportunities for process improvements and mentor staff.

Skills

Leadership

Communication

Team Collaboration

Problem-Solving

Time Management

Accountability

Education

High school diploma or GED

Job description

About Our Job Eligibility Technician Lead

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. The salary range for this position is $25.30 - $31.63. 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 + 11 paid holidays, 1 personal holiday and 1 volunteer day per year Competitive medical, dental and vision plans effective within 1 month of start date

Location

The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed. In this position you can expect to work from the Richard T. Castro Human Services Center located at 1200 Federal Blvd. Denver CO 80204 three (3) days per week, and off site/work from home two (2) days per week. Based on business needs, the selected candidate may occasionally be required to report to the Taylor or East office for training, operational support, or team collaboration. Employees must work within the state of Colorado on their off-site days.

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, older adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being.

The Family and Adult Division (FAAD) of Denver Human Services is seeking out a flexible, adaptable, and detail-oriented individual to serve as an Application/EE Cells Lead. In this role, you will be tasked with working in the Application/EE Cells team and conduct various aspects of document management operations. This team within FAAD processes will process all incoming PEAK and Paper applications, redeterminations, changes and verifications in Denver County from clients who are applying for public assistance programs (Food Assistance, Financial, Medical Assistance, and TANF). Duties for this role; routinely assumes leadership responsibilities overseeing document management technicians, offering on-the-job training and technical support, supervising tasks & answering questions from staff, ensuring precise application initiation, assisting Supervisors with management tasks as needed, and pinpointing opportunities for process improvement to bolster the Application/EE Cells team. Duties may also include application initiation in Colorado Benefits Management System (CBMS), tracking production on various excel and other Microsoft worksheets, occasional client contact via phone and determining program needs such as redetermination or new application processing and creating tasks for eligibility workers to determine eligibility.

Specifically, as an Eligibility Technician Lead you will:

• Intercounty Transfer (ICT) Management Ensure timely submission of PEAK/Paper InterCounty Transfers Address incoming PEAK requests and incoming ICT related requests within a 24-hour timeframe. Send clear-text emails containing PEAK tracking numbers to the relevant county, explaining the intent of document transmission. Forward received PEAK ICTs to staff and respond to the county, indicating that the document is under processing. Exchange encrypted and unencrypted emails with other counties concerning Inter-County transfer requests.
• Quality Assurance (QA) Conduct QA as frequently as possible to meet the annual goal. Promptly address questions from staff and external collaborators. Collaborate with the staff to enhance performance and address any errors or quality issues as necessary.
• CBMS HD Tickets Management Manage CBMS HD Tickets for the team. Submit tickets on the same day an error occurs. Maintain the HD Tickets log with up-to-date information on submitted and closed errors.
• Daily Reporting Ensure the timely completion and maintenance of all required daily reports and tracking logs, QA Log, in-office attendance tracking, and other operational logs used to monitor team performance and workload.
• Administrative Tasks Ensure the timely completion and maintenance of all required daily reports and tracking logs, QA Log, in-office attendance tracking, and other operational logs used to monitor team performance and workload. Process documents based on work on hand for all document types when time permits.
• Staff Training Conduct training sessions for both new and current staff members on new processes or changes in existing processes.
• Goals and Initiatives Collaborate and support staff innovations

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.
• Leadership Skills: Ability to guide and motivate team members effectively. Demonstrated capability to lead by example.
• Communication Proficiency: Strong verbal and written communication skills. Ability to convey information clearly and concisely.
• Team Collaboration: Adept at fostering a collaborative and cohesive team environment. Ability to work harmoniously with diverse team members.
• Problem-Solving Aptitude: Strong analytical and problem-solving skills. Ability to make sound decisions under pressure.
• Organizational Skills: Exceptional organizational abilities to manage tasks efficiently. Capability to prioritize and delegate responsibilities.
• Adaptability: Flexibility to adapt to changing priorities and circumstances. Willingness to take on new challenges.
• Technical Competence: Proficiency in relevant tools, systems, and processes. Capability to provide technical guidance to the team.
• Mentorship and Training: Experience in providing training and mentorship to team members. Commitment to the professional development of the team.
• Initiative and Proactivity: Self-motivated with a proactive approach to problem-solving. Willingness to take the initiative to improve processes.
• Interpersonal Skills: Strong interpersonal skills to build positive relationships with team members and other staff/management. Ability to handle conflicts diplomatically.
• Time Management: Effective time management skills to meet deadlines and ensure team productivity. Ability to balance multiple tasks simultaneously.
• Accountability: Demonstrated sense of responsibility and accountability for team outcomes. Willingness to take ownership of tasks and projects.
• Continuous Improvement: Commitment to fostering a culture of continuous improvement. Willingness to identify and implement enhancements to existing processes.
• Knowledge Transfer: Ability to share knowledge and expertise with team members. Facilitation of learning and knowledge transfer within the team.
• Customer Focus: Understanding and commitment to meeting the needs of internal and external customers. Focus on delivering high-quality services or products.

Required Minimum Qualifications

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Three (3) years of experience determining eligibility for a variety of public assistance programs.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirement.
• License/Certifications: None

About Everything Else

Job Profile CS2667 Eligibility Technician Lead

Position Type Unlimited Position Salary Range $25.30 - $37.96 Target Pay Though the full range is listed, our expected hiring range is between $25.30 - $31.63.

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.

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. See yourself experiencing growth and balance. See yourself being respected and valued. See yourself belonging here. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver. Your journey starts right here. #SeeYourselfHere Never miss Denver Jobs—sign up for job alerts now!