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Company Name : State of Colorado Job Opportunities
Location : Denver, CO 80203
Position : (Part Time) Help Desk Support (P-EBT)
Job Description : Department Information
This position is open to current Colorado residents only
Please note: This recruitment may be used to fill multiple vacancies.
Review New COVID Compliance in the Conditions of Employment – Effective September
20th, 2021
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CDHSCareers
About Us:
If your goal is to build a career that makes a difference, consider joining the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. In addition to a great location and rewarding and meaningful work, we offer:
Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan www.copera.org plus 401(k) and 457 plans
Medical and dental health plans
Employer supplemented Health Savings Account
Paid life insurance
Short- and long-term disability coverage
10 paid holidays per year plus vacation and sick leave
BenefitHub state employee discount program
Employee Wellness program MotivateMe
Excellent work-life programs, such as flexible schedules, training and more
Remote work arrangements for eligible positions
Some positions may qualify for the Public Service Loan Forgiveness Program. For more
information, go to https://www.colorado.gov/pacific/dhr/student-loan-forgiveness-programs .
We believe in a people-first approach: To serve the people of Colorado, we develop a culture and work environment that creates an energized, inspired, and healthy team capable of giving their best to Coloradans.
Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.
We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.
Description of Job
* This is a term-limited position that is scheduled to end 9/30/2023, with a possible 90-day extension.*
Work Unit:
P-EBT provides food assistance benefits on an Electronic Benefit Transfer (EBT) card to Colorado families whose school-aged children are eligible to receive free or reduced-price meals at school through the National School Lunch Program (NSLP), but who have not been able to access those meals because schools were closed, or on a hybrid or remote learning model due to a public health emergency such as, COVID-19. The P-EBT benefits are electronically placed on a EBT card and can be used to purchase eligible food items at local and online retail stores. The P-EBT exists to safeguard the health and well-being for low income, financially eligible households by providing food assistance benefits redeemable for food items at authorized retailers by way of EBT cards that are used like debit cards. P-EBT is State administered and the Division is responsible for policy creation and monitoring, statewide outreach and education, issuance accountability and monitoring, and corrective action/adjustments. The contact center and supporting team members accept, resolve, and track client inquiries received through a toll-free telephone service which is available to the general public.
What you will be doing:
This position exists to answer household questions, as well as research, catalogue, and respond to requests regarding P-EBT. This position also receives and resolves escalated client calls that come into the Department of Human Services through the toll-free telephone service available for recipients. This unit handles customers who have not received benefits or have experienced difficulty accessing them, as well as general calls concerning benefits or their school’s data that was used to determine benefit payments. Responsibilities include answering calls or emails or client escalations placed through an online form, recording the nature of the inquiry into a database; retrieving the inquiry data in a chronological order; performing initial research on the case in files and that automated system; contacting the appropriate entity/school/agent regarding the specifics of the case to seek resolution; contacting the client when more information or detail is needed to resolve the issue; monitoring the process to ensure the inquiry is resolved in a timely manner; and recording the final results of the inquiry in the database. In addition, this position provides support such as sending correspondence, creating Service Desk tickets, researching, and creating reports, and handling other special research assignments.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
MINIMUM QUALIFICATIONS: Education and Experience:
Two (2) years of professional experience in customer service or technical support.
Substitutions:
Appropriate education will substitute for the required experience on year-for-year basis.
Preferred Qualifications
The following supplemental experience, competencies and abilities are highly desirable for this position and may be considered in selecting the successful candidate:
Customer service experience including experience resolving complex inquiries.
Detail oriented
Excellent judgment and decision making skills; makes decisions in accordance with upper management’s philosophy, values, and goals
Technical assistance and/or training experience
Experience successfully communicating both in verbal and written form to a variety of audiences, including providing feedback, constructive criticism, and crucial conversations
Proven organizational and project management skills
Excellent computer skills and experience with desktop and mobile office productivity applications and databases
Ability to balance the needs and intent of the Federal and State guidelines with the needs of stakeholders
Conditions of Employment
Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.
The successful candidate in this position will be willing to submit to and able to successfully pass a criminal background check.
The successful candidate in this position will be able to independently travel throughout the state using personal transportation or a state vehicle to conduct site visits and attend meetings and trainings.
Effective September 20, 2021, employees will be required to attest to and verify whether or not they are fully vaccinated for COVID-19. Employees who have not been fully vaccinated may be required to submit to serial testing in the future. Upon hire, new employees will have thirty (30) business days to provide attestation to their status with proof of vaccination. Vaccinated employees must provide proof of vaccination. Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine, as defined by the most recent State of Colorado’s Public Health Order and current guidance issued by the Colorado Department of Public Health & Environment.
APPEAL RIGHTS: If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed
(303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director’s Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
Supplemental Information
How to Apply (PLEASE READ CAREFULLY)
Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process. Therefore, it is paramount that you clearly describe all of your relevant experience on the application itself. Applications left blank or marked “SEE RESUME” will not be considered.
Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below.
Note: Current and former employees (transfers, voluntary demotions and reinstatements) are required to apply and participate in the comparative analysis process.
Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.
Comparative Analysis Process
The comparative analysis process for this position may consist of a structured application review, and a structured interview depending on the number of qualified applicants.
For recruiting questions, please contact grace.healy@state.co.us
The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
ADAAA Accommodations:
CDHS is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Nancy Schmelzer, at cdhs_ada@state.co.us or call 1-800-929-0791.
Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time). 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 to upload (attach) it.
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