DHS Human Services Operations Supervisor

About the role

The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $63,679 - $84,375. 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

Location

The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed. In this position you can expect to work from the Richard T. Castro Human Services Center located at 1200 Federal Blvd. Denver CO 80204 three (3) days per week, and off site/work from home two (2) days per week. Employees must work within the state of Colorado on their off-site days.

What You’ll Do

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, older adults, families, and individuals navigate social and economic pressures by connecting them to services and experts who support their overall well-being.

The Family and Adult Assistance Division is looking for a Human Services professional with diverse workforce management, 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.

Specifically, as a DHS Human Services Operations Supervisor you will:

• Supervise and evaluate the work of employees who interview applicants to obtain information and determine initial and on-going eligibility for public assistance programs
• Encourage and guide team to meet and exceed goals
• Investigate the eligibility for and the accuracy of payments in assistance programs, determine if proper procedures were used, and seek methods to correct any errors
• Advise and assist staff with issues pertaining to assistance being provided
• Perform 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
• Prepare and/or direct the preparation of records and reports to ensure staff members enter and update information into the state and county computer systems accurately and timely
• Review, develop, or modify work plans, methods, and procedures, determine work priorities, and develop work schedules to provide adequate staff coverage
• Encourage innovation
• Address performance issues, develop Performance Improvement Plans (PIP), and track performance for adherence to the plan
• Formulate solutions to complex problems relating to the work of the Family and Adult Assistance Division

What You’ll Bring

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level. Our ideal candidate has some or all of the following experience, skills, and characteristics:

• Proficient in Food Assistance, Medical and Cash Assistance program policies and guidelines
• Experience addressing performance and behavioral concerns
• Clear understanding of processing timeframes and the critical thinking skills necessary to prioritize assign and distribute work accordingly
• Four years professional experience working with the Colorado Benefits Management System (CBMS) or related public assistance software
• Previous leadership or supervisory experience
• The ability to explain complex rules and regulations to adult learners with various learning styles
• Comfortable providing constructive feedback and holding self and staff accountable for achieving outcomes
• The ability to develop and maintain working relationships across all levels while encouraging cooperation and a commitment to teamwork
• Sensitivity to cultural diversity, race, gender and other individual differences in the workforce
• The willingness to work long hours when needed
• Have professional experience in the field of Human Services
• Be comfortable with ambiguity and have an uncompromising work-ethic
• Act with integrity and honesty
• The ability to develop trusting working relationships with direct reports and peers
• Manage and support change through generating and supporting process improvement ideas and clear communication
• Display tact in communicating expectations and holding accountability conversations

Required Minimum Qualifications

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate
• Experience Requirement: Five (5) years of experience performing technical, paraprofessional, and/ or administrative work (this does not include office support work)
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirement.
• Licenses and certifications must be kept current as a condition of employment