About Our Job

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service

• 457B Retirement Plan

• 140 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year

• Competitive medical, dental and vision plans effective within 1 month of start date

Denver Human Services provides support to one in three Denver residents. We envision a healthy community where people are connected, supported, safe, and well. Our services include food, cash and medical benefits, child support and veteran services, child welfare and adult protection, work opportunities, and more. If you are committed to supporting the health and strength of the community and want to be a part of an engaged workplace, we’d love to work with you!

About our Assistance Programs:

The dedicated staff at Denver Human Services (DHS) are here to listen and advise, helping people apply for public assistance programs. We provide information about food assistance and financial assistance, as well as help for veterans and those who need long term care. DHS provides a range of other services, including help with transitional housing, medical assistance, and heating costs.

The Family and Adult Assistance Division (FAAD) of Denver Human Services is currently seeking an enthusiastic, positive-minded leader to serve in the role of an Operations Supervisor for the Call Center. Operations Supervisors lead teams that provide customer service to Denver Human Service customers calling into the Call Center.

The Call Center Supervisor will be responsible for scheduling, observing, and ensuring professional development for the FAAD Call Center staff, handling the daily operations of the call center, monitoring the quality of the calls received, and periodically updating call center regulations and implementing CBMS policy changes. The supervisor will also be expected to handle escalated calls in a professional manner on a case-by-case basis.

The Family and Adult Assistance Division desires a seasoned Human Services professional with diverse workforce management and program planning and implementation experience. In this role, you will be expected to pay close attention to urgent deadlines and be goal-oriented in encouraging your team as a performance manager to process tasks in a timely manner, promote accurate and thorough quality assurance and customer service, and stay updated on policy and procedure changes at the federal, state, and county level. Most importantly, you will be expected to maintain a positive leadership approach that fosters an ideal workplace environment where employees can share ideas and grow within the agency.

The candidate we select will:

• Have professional experience in leading Call Center teams

• Have a working knowledge if public benefits

• Exhibit values based leadership competencies

• Be comfortable with ambiguity and have an uncompromising work-ethic

• Understand leadership and embrace change

• Show understanding, courtesy, tact, empathy and concern

• Develop and maintain working relationships while encouraging cooperation, pride and a commitment to teamwork

• Be sensitive to cultural diversity, race, gender and other individual differences in the workforce

• Be willing to work long hours when needed, and go the extra mile for our clients

Overall, the Call Center Supervisor:

• Supervises and evaluates the work of employees who take client phone calls to obtain information and determine initial and on-going eligibility for public assistance programs

• Encourages and guides team to meet and exceed goals

• Investigates the eligibility for and the accuracy of payments in assistance programs, determines if proper procedures were used, and seeks methods to correct any errors

• Advises and assists staff with issues pertaining to assistance being provided

• Performs quality review of Eligibility Technicians' work to ensure accuracy and compliance with state and federal guidelines related to public assistance programs as mandated by the federal government and ensures that federal reporting deadlines are met to avoid federal funding and fiscal sanctions

• Prepares and/or directs the preparation of records and reports and ensures that staff members enter and update information into the state and county computer systems

• Reviews, develops, or modifies work plans, methods, and procedures, determines work priorities, and develops work schedules to provide adequate staff coverage. Provides work instruction and assists employees with difficult and/or unusual assignments and encourages innovation

• Assigns and distributes work, reviews work for accuracy and completeness, and returns assignments with recommendations for proper completion

About You

Our ideal candidate will have:

• Professional experience working with the Colorado Benefits Management System (CBMS)

• Troubleshoot Experience

• Previous leadership or supervisory experience

• 2 years of Call Center experience

• Ability to explain complex rules & regulations in simple terms

• 3 years of CBMS navigation skills

• Bilingual proficiency (written and verbal)

We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:

• Experience Requirement Three (3) years of experience performing technical, paraprofessional, and/ or administrative work (this does not include office support work).

• Education Requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.

• Education & Experience Equivalency One (1) year of the appropriate type and level of experience may be substituted for each required year of post high school education. Additional appropriate education may be substituted for the minimum experience requirements.

About Everything Else

Job Profile

CA3096 Human Services Operations Supervisor

To view the full job profile including position specifications, physical demands, and probationary period, click here.

Position Type

Unlimited

Position Salary Range

$60,669.00 - $100,104.00

Starting Pay

Based on Experience and Education

Agency

Denver Human Services

The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

For information about right to work, click here for English or here for Spanish.