Job Information
Adams County Government Community Support Supervisor - Call Center-165846,165847 in Westminster, Colorado
Community Support Supervisor - Call Center-165846,165847
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Community Support Supervisor - Call Center-165846,165847
Salary
$67,242.35 - $77,328.70 Annually
Location
Westminster, CO
Job Type
Regular Full-time
Job Number
06734
Department
Human Services
Opening Date
09/23/2024
Closing Date
10/14/2024 4:30 PM Mountain
Our Mission
At Adams County, our team members engage in top-notch opportunities to grow and expand their impact. We cultivate an inclusive and innovative culture where diversity matters! Diversity, Equity & Inclusion (DEI) is a core cultural competency at Adams County, and we actively seek and welcome applicants that bring diverse experiences and value inclusion.
Cultural Competencies/EEO
Adams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic.
Position classification
Remote First -- Job duties and expectations require very limited to no time in the office. There may be scheduled infrequent exceptions which require the employee to be onsite.
Description
Benefits
Questions
What Success Looks Like In This Job
Supervises team members who may interview and determine eligibility for all assistance programs such as Financial Programs, Medicaid Programs, and Food benefits for initial and ongoing applicants/participants, or who may provide direct customer service, administrative, or support functions to various internal and/or external customers. This position will direct, plan, motivate, and organize all team members in correctly applying the County, State, and Federal rules, regulations, and procedures. Monitors caseloads and team's performances, performs research, and oversees accurate and timely processing of program benefits and rules and regulations.
Examples of Duties for Success
Supervises and monitors daily operations of the team in regard to caseloads, schedules, appointments, deadlines, customer service initiatives and other team directives.
Reviews workflow regularly in order to meet team, section, and division short term and long term goals. Sets priorities, initiates changes, and balances demands for meeting deadlines. Monitors and analyzes workflow and makes adjustments to assignments to ensure efficiency of the team.
Functions as a technical expert on program requirements and procedures and provides assistance to team members on difficult and complex technical problems. Provides guidance and training to team members, assists with research and correct application of program rules, understanding of Colorado Benefits Management System (CBMS)and other computer systems, and provides feedback to management.
Provides individual or group training on business processes, organization and maintenance.
Monitors CBMS, case records, and other pertinent paperwork to ensure compliance with rules and regulations. Meets regularly with team members in team meeting and meets individually with each team member to disseminate department information, to notify team members of programmatic and procedural changes, and to provide feedback regarding performance. Makes recommendations to section manager for team members, equipment, and team members' development needs.
Establishes team members' performance standards, completes performance evaluations, addresses performance issues, works with management to implement disciplinary action when appropriate, and participates in the selection process for team members in the assigned team.
Develops and updates team schedules. Addresses and rectifies any complaints, procedural problems, or team problems and develops team procedures as needed.
Effectively and clearly articulates answers to applicant/participant or team members regarding eligibility to work program team members and other sections and partner agencies. Shares information and makes appropriate referrals.
Compiles team data for manager, identifying team accomplishments, concerns, and priorities. Makes recommendations for adjustments to business procedures based upon resource efficiency, timeliness, and statistical reports. Uses internal systems, CBMS, and other available reports to identify and resolve areas of concern.
Participates in team meetings, State and County sponsored trainings, monthly CBMS trainings, and other activities as required to improve and enhance job performance. Participates with State departments, CDHS and HCPF in decisions related to State and Federal rules pertaining to training. Assists with the training of team members.
Provides coverage for other supervisors within section, section manager, and technical positions within section. Attends hearing and disputes resolutions as needed.
Communicates and listens effectively with all stakeholders to foster a transparent workplace based on open, honest, and respectful practices.
Committed to team member success and regularly encourages professional development activities and community involvement.
Dedicated to leading others through accountability and responsibility, along with nurturing an organizational culture based on trust and integrity.
Assists in the hiring process for all new employees.
Performs other related duties and responsibilities as required.
Qualifications for Success
Experience: Five (5) years of technical and/or supervisory experience that provided familiarity with income maintenance assistance programs.
Education and Training:
High School Diploma or GED equivalent.
An Associate's Degree or Bachelor's Degree is strongly preferred and may substitute for two years of the required experience.
License or Certificate: None.
Background Check: Must pass a criminal background check.
MORE QUALIFICATIONS FOR SUCCESS:
Essential duties require the following physical abilities and work environment:
Ability to work in a standard office environment.
More Qualifications for Success
Knowledge of basic and effective communication techniques, including interviewing techniques.
Knowledge of eligibility rules and regulations for programs administered; ability to apply basic math and reading; ability to interpret and apply regulations.
Knowledge of principles and practices of supervision, adult learning, and training.
Ability to work with persons in crisis situations and in a high volume; adaptable to a changing environment..
Communicates clearly and concisely, both orally and in writing.
Ability to establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.
Adams County complies with Colorado’s Job Application Fairness Act (“JAFA”). JAFA prohibits employers from asking individuals to disclose their age, date of birth, or dates of school attendance or graduation on an initial employment application. However, additional application materials such as certifications and transcripts containing this information may be required for certain positions; if such additional materials are requested, applicants may redact information that identifies the applicant’s age, date of birth, or dates or attendance or graduation.
Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.
Clickhere (https://youtu.be/ILAvllPaGb4) to watch our video about why Adams County is an Employer of Choice!
Benefits You Expect:
AFLAC Supplemental Medical Insurance
Basic Term Life & Optional Term Life Insurance
Deferred Compensation Plan
Dental/Vision/Medical Plans
Generous Vacation/Sick leave
Long-Term Disability
Retirement Plan
Short-Term Disability
Plus some you might not expect:
Employee Assistance Program
Employee Fitness Center
Employee Health Clinics
Flexible Work Schedules
Recreation Center Discounts
Training & Tuition Reimbursement Programs
Wellness programs
Lactation friendly certified workplace
01
Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.
Yes, I understand and agree
Yes, I understand but disagree.
02
Please select how you meet the minimum qualifications.
At least five (5) years of technical and/or supervisory experience that provided familiarity with income maintenance assistance programs AND a High School Diploma or GED equivalent.
At least three (3) years of technical and/or supervisory experience that provided familiarity with income maintenance assistance programs AND a Bachelor's Degree.
At least three (3) years of technical and/or supervisory experience that provided familiarity with income maintenance assistance programs AND an Associate's Degree.
None of the above.
03
What is your leadership style, and how do you believe it aligns with the responsibilities of a call center supervisor?
04
What call center experience do you have? Please outline the roles you've held and the key responsibilities you managed as a supervisor or team member.
05
Have you made operational changes or suggestions based on performance data in a call center? If so, please provide examples of the changes you implemented or suggested and how they impacted team performance and Key Performance Indicators (KPIs).
Required Question
Agency
Adams County
Address
4430 S. Adams County Parkway, Suite C4000BBrighton, Colorado, 80601-8213
Website
http://www.adcogov.org/current-career-opportunities
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