Program Specialist I & II-Hybrid Work Model

Our Mission: Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence, and stability of individuals and families.

Our Vision: To end the cycle of poverty and prevent abuse and neglect of children and vulnerable adults (using an integrated Two-Generation approach)ACDHS uses an integrated Two-Generation (2Gen) approach to address all of the basic human services needs of the entire family unit. The 2Gen approach begins with a mindset focused on family-centered program design and continues with the alignment of services and resources within the department as well as across multiple organizations, resulting in coordinated services to children and adults together (family) in order to create long-term stability and sustainability.

The 2Gen approach builds well-being for families by focusing equally and intentionally on high-quality services in five areas of focus: early childhood education, adult education and employment pathways, economic security, health and well-being, and social capital. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse, and building strong communities.

The Human Services, Community Support Services (CSS) Division has 6 openings for Program Specialists to work at either the CentrePoint Plaza campus in Aurora, Colorado, or the Arapahoe Plaza campus in Littleton, Colorado. Program Specialists conduct extensive interviews to determine initial and ongoing eligibility for County residents who are requesting public assistance. These interviews are interactive and require asking for and discussing sensitive and personal information with the client. The Program Specialists must accurately enter the gathered information into a complex computer system and then be able to cross-reference it against numerous programs and regulations to determine whether or not a client can receive assistance.

The CentrePoint Plaza positions will be at 14980 E. Alameda Dr., Aurora, CO 80012. The Arapahoe Plaza positions will be at 1690 W. Littleton Blvd. Littleton, CO 80120.

This position requires remote and in-person training in our Aurora location. This training takes around three months. During the training, you will learn the rules and regulations of the Supplemental Nutritional Assistance Program and Medical Assistance. Depending on your team, you may be trained on additional programs.

Duties
Makes referrals to customers needing other services such as mental health, housing, and/or domestic violence

Assists customers with completion of applications; advises them of their rights and responsibilities; sends appropriate notices to customers

Processes reported changes made by households and/or various caseload management reports.

Develops and maintains good communication with outside agencies

Processes all applications, initial and re-determinations, within mandated time frames

Establishes and validates claims for over-payments

Clears and responds to voicemail and Cherwell tickets according to the priority

Refers cases with questionable household circumstances to the Investigations Unit

Attends ongoing training to maintain/enhance knowledge and skills

Share information with other units, county, and state agencies as appropriate

Updates case records based on current circumstances

Analyzes written and oral information during the interview; obtains and reviews necessary data, documentation, and verification for each program of assistance as it relates to the recipients' specific circumstances.

Explains program requirements and services available.

Skills, Abilities, and Competencies: Ability to deliver effective customer service and communicate with a diverse customer base, some of whom may be angry, difficult, and/or distressed customers or employees.

Excellent time management and organizational skills with the ability to effectively complete work in a timely manner to meet mandated processing guidelines in a high-volume, high-stress environment.

Ability to conduct an interactive interview by concurrently conducting verbal interviews and data entering pertinent information into required computer systems.

Ability to communicate professionally to establish and maintain effective working relationships with peers, customers, and management.

Ability to accept and adapt to changes in the work environment, priorities, and program rules and regulations and knowledge of public assistance programs and their specific regulations.

Behavioral Competencies (these are required for all positions at ACG):
Accountability Accessibility Inclusivity Integrity

Education and Experience:

• High School diploma or GED equivalent
• One (1) year of office clerical experience, including providing customer service.

• Associate Degree
• Human Services experience in the private or public sector, specifically with an agency that determines eligibility for welfare resources
• Proficiency in speaking, reading, and writing another.
• Ability to accurately type 70-80 WPM
• Strong Software competency skills
• Superior attention to detail
• Self-directed initiative and strong follow-through

1. High School Diploma or GED
2. One (1) year of clerical experience, including customer service

1. High School or GED
2. At least one year of Determining Eligibility experience as defined above.

This position requires remote and in-person training in our Aurora location. This training takes around three months. During the training, you will learn the rules and regulations of the Supplemental Nutritional Assistance Program and Medical Assistance. Depending on your team, you may be trained on additional programs.

• Must successfully pass a pre-employment background check, which includes an acceptable motor vehicle record (MVR) and background check
• Work shifts are normally 8 hours; overtime may be required. Work hours may be scheduled between 8 am and 4:30 pm based on business needs.

• May require post-hire fingerprinting, a CBI background check, and successful completion of bi-annual Colorado Justice Information System training.
• All Program Specialists must attend and successfully pass initial training.

• Work is generally confined to a standard office environment.

** In accordance with Senate Bill 23-058, applicants understand that Arapahoe County will not request or require the applicant to include their age, date of birth, or date of attendance/graduation date on the initial application. Applicants understand that Arapahoe County can request or require an individual to provide documentation including copies of certification, transcripts, and other materials created by a third party. The applicant understands that the applicant can redact, if they so choose, information that identifies age, date of birth, or dates of attendance/graduation from an educational institution on those requested/required certification, transcripts and other materials created by a third party.

Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (i.e. uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627. Helpful hints: if you are having difficulty uploading or attaching documents to your application, first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt uploading (attaching) it.