Business Associate II - Child Support (Temporary)

Overall Job Objective

Description

Our Mission:  Arapahoe County Department of Human Services (ACDHS) builds strong communities by promoting the safety, independence and stability of individuals and families.

Our Vision:  To end the cycle of poverty and prevent abuse and neglect of children and vulnerable adults (using an integrated Two-Generation approach)

ACDHS uses an integrated Two-Generation (2Gen) approach to address all of the basic human services needs of the entire family unit. The 2Gen approach begins with a mindset focused on family-centered program design, continues with the alignment of services and resources within the department as well as across multiple organizations, resulting in coordinated services to children and adults together (family) in order to create long term stability and sustainability.

The 2Gen approach builds well-being for families by focusing equally and intentionally on high-quality services in five areas of focus: early childhood education, adult education and employment pathways, economic security, health and well-being and social capital. This approach will help us achieve our core mission of breaking the generational cycle of poverty, preventing neglect and abuse and building strong communities.

The Business Associate II position for the Child Support Reception area acts as first point of contact for current and potential clients.  The Business Associate II in the Reception area is required to gather personal and confidential information from the child support applicant or visitor, and, if appropriate, the automated computer system to assess the needs of clients.  To effectively assess and process client's requests, the Business Associate II in the Reception Area is required to perform research using several different computer systems to obtain the solution and performs task associated with the solution.  This position will not carry a case load but is required to respond to walk in customers on a daily basis.  This position may be called upon to back up the Customer Service Call Center if needed. 
 

The temporary position is a non-benefited position.  Hours can vary but not to exceed 29 hours a week.

Duties

Provides professional, accurate, and efficient support or resolution for all clients and staff while adhering to County standards.
 
Keep the supervisor informed of issues, events, or communications imperative to the day-to-day operations of the reception area. 
 
Accurately record and/or assign tasks or referrals in the Automated Child Support Enforcement System (ACSES). 
 
Perform demographic updates and provide customers with documents and information pertaining to requests for services, such as modification documents, payment records and applications for services. 
 
Enters summarized chronologies of conversations as well as contact information updates into the ACSES system
 
Handle escalated customers, document and notify the appropriate team members through the ACSES Email system.

Notify appropriate staff of any customer service issue via ACSES Email that cannot be resolved by the Reception Area Business Associate II.
 
Keep up-to-date on the essentials of the job requirements, changes of regulations, and changes within the ACSES system
 
Work independently on assigned tasks and maintain and update the Data Bases associated with the CCAP referrals, TANF referrals, and EIP referrals.   
 
Additional duties as assigned. 

KNOWLEDGE, SKILLS AND ABILITIES:
 
Excellent customer service and organizational skills.
 
Strong skills to analyze, prioritize, and/or establish a resolution for client or staff concerns or issues.
 
Ability to demonstrate effective customer service and communication skills with all customers, some of whom may be angry and/or difficult.
 
Ability to listen carefully and assess information provided and/or requested as well as the ability to answer questions and handle sensitive information in accordance with policy and procedure. 
 
Accurate data entry skills.
 
Strong ability to multitask.
 
Ability to complete client requests and program support tasks in a timely manner.
 
Ability to establish and maintain effective working relationships with peers, customers and management.

Ability to readily accept and adapt to changes in work environment, priorities and regulations.
 
Ability to work in high volume, high stress environment effectively and accurately completing work in a timely manner despite constant/frequent interruptions.

Strong knowledge of the IV-D Program's services and requirements.
 
Strong knowledge of State and County automations systems, including ACSES and several tracking data bases.
 
Ability to read and understand legal documents.
 
Knowledge of community resources available for referrals.
 
Knowledge of Microsoft Office Software (i.e. Word, Outlook, Excel).

Behavioral Competencies:
Service First
Excellent Quality
Responsive Government
Visionary Thinking
Innovation
Caring Leadership
Effective Communication
Fiscal Responsibility
Integrity
Respect for Others
Safety
Teamwork

Requirements

EDUCATION:
   
High School Diploma/GED required
   
EXPERIENCE:
   
Two (2) years of office clerical experience, which includes providing customer service.  
   
(An equivalent combination of education and work experience that satisfy the requirements of  the job may be sufficient.)
   
PREFFERED QUALIFICATIONS:
   
Human Services Experience

Bi-Lingual

Supplemental Information

Must also successfully pass pre-employment criminal background check and post-employment fingerprint check.

The salary grade listed is the full salary range for the Business Associate II position. Please note that the hiring salary will typically be near the lower end of the pay range listed.

Toll Free Applicant Technical Support:  If you experience technical difficulty with the NEOGOV system (i.e. uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627.  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 uploading (attaching) it.