Lead Benefit Eligibility Specialist

El Paso County Department of Human Services is seeking a Lead Benefits & Eligibility Specialist to join our team. This is an exciting opportunity for an experienced eligibility professional who is ready to take the next step in their career while helping strengthen the knowledge, confidence, and performance of others.
 
 As a Lead Benefits & Eligibility Specialist, you’ll serve as a key resource for the team, providing coaching and training, assisting with complex cases and policy interpretation, supporting quality and accuracy, troubleshooting challenges, and helping the team navigate day-to-day workload needs. You’ll work closely with the supervisor and other leadership to identify opportunities for improvement and help ensure timely, accurate, and customer-centered services for individuals and families in our community.
 
 We’re looking for someone who brings strong technical knowledge, sound judgment, and a collaborative approach to leadership. If you enjoy developing others, solving problems, sharing your expertise, and helping a team succeed, this may be the position for you!

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud and Child Welfare Abuse & Neglect database (TRAILS) check. *Add Adult Welfare Abuse & Neglect database (CAPS) or Child Welfare Caseworker Falsification check if needed.

Serves as a team lead for department economic benefit programs. Provides one-on-one and over the shoulder training to staff and consults with staff and customers on behalf of the supervisor in their absence. Assesses and determines client eligibility for assistance programs. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

• Serves as a team lead, including training, providing guidance and mentoring, and resolving complex problems and issues. Provides input and support to the leadership regarding applicable performance evaluations. Orients new employees with work processes and databases and explains regulations, policies and procedures. 
• Interprets and communicates program regulations, policies, and procedures; assists staff with complex cases and questions.
• Conducts face-to-face and telephone interviews with clients to assess eligibility status. Verifies eligibility factors by retrieving or confirming information from a variety of sources and updates client files based on information reported. Refers clients to other agencies and community resources. 
• Conducts unscheduled client customer service reviews; reviews cases prior to Quality Assurance.
• Assists with the monitoring and evaluation of the quality and quantity of work completed by staff; compares work to established standards and assists with audits as appropriate.
• Collects and reviews data related to department programs and service delivery outcomes. Analyzes data and identifies areas for improvement; reports areas identified for improvement to management.
• Investigates and audits possible issuance errors, creates reports concerning circumstances, establishes claims, restores lost benefits, and/or informs appropriate staff of potential issues or errors. Researches and resolves problems with the electronic benefits system. 
• Assists staff with and composes responses to client requests for appeals or administrative hearings; composes rebuttal letters in response to hearings and attends appeal hearings; maintains and monitors requests for State Appeals log, Quality Assurance log, and Investigative Referral log.
• Remains updated on all regulations, policies, and procedures; relays information to leadership and staff members as appropriate.
• Assists the supervisor with the reporting and assessment of workflow and process efficiency; assists the supervisor with implementing process changes as needed. Assists staff with workload related inquiries and questions in absence of supervisor.
• Provides backup to Benefit Eligibility Specialists, including determining eligibility as appropriate.
• Works with leadership on development and implementation of various customer service, quality assurance, and training initiatives as assigned.
• Processes, monitors, and reviews computer management reports as assigned. 
• Participates in internal committees, training, workshops, and seminars.
• Performs special projects and other duties as required.

 
Supervision Exercised: This classification requires functioning as a lead worker performing essentially the same job duties as those directed and includes overseeing work quality, training, instruction, and scheduling work. May include providing input on hiring/disciplinary action and work objectives/ effectiveness, performance evaluations, and realigning work as needed.
 
Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Periodic direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.Knowledge, Skills & Abilities

• Working knowledge of public assistance rules, regulations, and procedures. Knowledge of community assistance resources and agencies.
• Ability to lead and train others; ability to objectively review the performance of others.
• Ability to efficiently plan, schedule and organize.
• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to communicate and work effectively with co-workers, clients, other agencies, and the public. Ability to provide excellent customer service. 
• Ability to use standard office equipment to include computer, fax machine, copier, and telephone.
• Maintain regular and punctual attendance.

 
Required Education & Experience

• High school diploma or equivalent education.
• Three years of customer service or administrative experience.  
  • Associate's degree may substitute for one year of the required experience.
  • Bachelor's degree may substitute for two years of the required experience.
  • Education substitutions are not cumulative; only the highest qualifying degree will be considered.
• One year of experience determining eligibility for public assistance in a human services agency.

 
Pre-Employment Requirements

• Must pass conditional post-offer background investigation and drug screen.

Duties are primarily performed in a high volume office and remote work environment dependent on business needs. May be exposed to clients in stressful situations. May be required to work evening and weekend hours.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

Salary : $49,690 - $72,040