Bilingual Child Support Customer Service Assistant

What We Offer

• Competitive salary commensurate with education and experience; full salary range: $21.26–$31.89/hour; expected hiring range: $21.26–$26.57/hour
• Guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 wellness day, and 1 volunteer day per year
• Competitive medical, dental, and vision plans effective within 1 month of start date

Location & Schedule

This position is on-site, five days a week at the Denver Human Services Castro Building (1200 Federal Blvd, Denver, CO 80204), with the possibility of working at other supporting sites based on business needs. Hours vary between 7:30 a.m. and 5:00 p.m., with core hours typically 8:00 a.m. to 4:30 p.m. This role includes lobby support and call-center duties to assist clients.

About the Role

At Denver Human Services (DHS), we envision a healthy community where people are connected, supported, safe, and well. One in three people in Denver turn to DHS for support at all stages of life. Our employees help children, at-risk adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being.

Through our Economic Security Division (ESD), Denver Human Services seeks to engage residents in strengthening economic well-being and mobility across their lifespan. By leveraging the resources of Denver Human Services' programs and a network of community partnerships, Economic Security provides a holistic approach to service delivery in order to assist customers in the ability to foresee crisis as well as adapt to and leverage changing life conditions to their advantage. The Economic Security Division is comprised of the following program areas: Colorado Works Workforce Development, SNAP to Success (Denver's name for Employment First), Childcare Assistance Program (CCAP), and Child Support Services (CSS).

Child Support Services (CSS) partners with federal, state, tribal, and local governments and others to promote parental responsibility so that children receive support from both parents, even when they live in separate households. Nationally, the child support program is one of the largest income-support programs for families, contributing money to family budgets to help pay for the basics: shelter, food, childcare, transportation, and school clothes. Child support makes a big difference to children. We strive to provide family centered services and are incorporating innovative strategies that improve the reliability of child support payments. CSS Vision: The vision of Child Support Services is to help build a world where children can count on their parents for the support and love that they need to be healthy and successful. CSS will put children first by both parents assuming responsibility for the economic and social well-being, health and stability of their children. We recognize that children benefit from positive, ongoing relationships with both parents.

Responsibilities

• Provides customer service in person responding to a variety of questions, explaining policies and procedures, and relaying child support related information to various customers
• Creates and sends referrals to Child Support Technicians involving complicated case issues and then monitors that the referrals are responded to on a timely basis
• Assists Child Support Technicians with case reviews by researching and gathering relevant information and necessary case documentation
• Schedules and reminds Child Support Technicians of upcoming appointments with clients
• Prepares and sends paperwork to appropriate parties including but not limited to child support applications, modification packets, assignments and notices
• Will be in rotation to assist as a backup to the Child Support Call Center
• Performs other related duties as assigned or requested

Qualifications

Required Minimum Qualifications:

• Graduation from high school or possession of a GED, HiSET, or TASC Certificate
• Two (2) years of experience performing office support work
• Additional appropriate education may be substituted for the minimum experience requirements

Preferred Skills & Characteristics

• Bilingual in Spanish highly preferred, with the ability to read, write, and speak fluently
• A passion for public service and improving the lives of families
• Experience multi-tasking in a fast-paced work environment
• The ability to embrace change and innovative work processes
• A desire to make a difference, engaging customers with a solution-oriented approach through phone, email and face-to-face contact
• Commitment towards going above and beyond in challenging situations