Client Support Technician
City & County of Broomfield, CO - Broomfield, CO

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Position is generally scheduled 8am - 5pm, Monday - Friday and involves front line customer service.

This class consists of full-working and complex clerical work in performing the daily operations of pre-screening clients for services needed, assisting clients with application and supporting documents, and directing clients to appropriate department personnel in the Health and Human Services Department. Provides holistic services to the public by seeking ways to integrate programs or services provided by other departments, divisions and agencies. The incumbent works in partnership with other employees, departments/divisions, agencies and the public in delivering effective and innovative services.

Essential Required Tasks/Examples of Duties:

(Persons hired in this position must be able to perform all the essential tasks required by the position. The following statements are illustrative of the essential functions of the job and do not include other nonessential or peripheral duties that may be required. Broomfield retains the right to modify or change the duties or essential and additional functions of the job at any time. Examples of duties are intended to be illustrative only and are not intended to be all-inclusive or restrictive.)
Maintains confidentiality of information consistent with applicable federal, state and county rules and regulations. Works as part of a team to avoid duplication of service and to ensure that client expectations are recognized and resolved thereby minimizing family conflicts. Maintains awareness of federal, state, and local laws, rules and regulations pertaining to Health & Human Services operations.
Performs telephone and receptionist duties for most divisions of the Health and Human Services Department, including Public Health, Family and Children’s Services, Public Assistance, and Child Support. Contacts staff, screens calls and visitors, handling any questions or problems of a technical nature and referring more complex inquiries or problems to appropriate staff. Pre-screens clients for services needed, assists clients with applications and supporting documentation, and directs clients to appropriate department personnel. Uses a decision tree to schedule appointments for eligibility determination for public assistance based on client need and specialty area of case managers. Maintains knowledge bank of additional outside resources for clients to be referred to if necessary. Resolves complaints and inquiries regarding the policies, procedures and programs of the department. Provides staff with data and information necessary to develop various reports. Issues Quest benefit payment cards and instructs clients on how to use them. Performs cash receipts for birth certificates, death certificates, immunizations, child support application fees, and overpayments of services. Gathers necessary information from clients and provides appropriate paperwork including but not limited to various State applications for public assistance, immunization forms, community agency referral forms, and outside resource information. Answers emergency screening calls, including the Child Abuse and Neglect Hotline when necessary, for the Family and Children’s Services Division and directs to appropriate Social Caseworker.
Runs various computer generated reports as needed. Uses the Colorado Benefits Management System to research client information to determine how best to serve clients and provide information to case managers. Establishes procedures for and participates in maintaining a variety of files, forms and records of client contacts and referrals. Processes all incoming paperwork from other departments and divisions. Responsible for maintaining official records as required by state law. Evaluates service costs and makes related recommendations to maximize Department resources.
Makes decisions as to whether or not requests for assistance should be expedited based on department policy. Understands and interprets department policies for issuance of referrals to local community service agencies. Understands and follows detailed/complex instructions and State and Department policies. Operates basic office machines (copy machine, fax machine, typewriter, mail equipment, and computer). Collects fees for Child Support application, birth and death certificates, immunizations and overpayments of services; issues receipts and keeps required records. Requires effective communication skills to speak clearly and concisely with a variety of people under difficult circumstances.
Identifies and recommends improvements in divisional and departmental operations to ensure assigned functions are efficient and cost effective. Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Uses all required safety equipment. Performs related duties as required.
Requires reaching files in overhead file cabinets. Requires continuous (4-6 hours daily) entry on computer terminal: researches information from applications, performs record searches and retrieves background check data from electronic databases. Requires the filing of various reports in file cabinets as well as entry of these reports on the computer. Requires the use of judgment in determining whether an individual needing assistance should be directed to the appropriate Case Manager, to the supervisor, or to an outside agency.

Minimum Qualifications:

Training - High school graduate or GED equivalent.

Experience - Two years of increasingly responsible clerical experience. Database experience with entries, retrievals, and extensive research of data files is required. Experience must demonstrate skill with high volume customer service and general clerical skills. Bilingual in Spanish/English preferred.
Any equivalent combination of training and experience that provides evidence that the applicant posses¬ses the Necessary Applicant Traits.

Necessary Special Requirements – Must be at least 18 years of age. New hires must, as a condition of employment, pass the following pre-offer and post-offer/hire processes: typing test, computer skills and written evaluation, oral board, Child Abuse Registry check, CVSA or polygraph, reference checks, criminal background checks and sex-offender registry check, drug screen, and fingerprint checks through CBI/FBI.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The noise level in the environment is moderate. Work is generally scheduled Monday through Friday. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is frequently required to stand, sit, use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is frequently required to walk and frequently required to speak and hear. Physical demands are described as sedentary (exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting some of the time, but may involve walking or standing for frequent, but brief periods of time). The position requires repetitive reaching for overhead departmental files. Data entry and other tasks may require sitting at a computer for several hours. Specific vision abilities required by this job include near acuity and accommodation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.