Title:  Program Specialist I (Human Services)

DUTY STATEMENT:

This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, the ability to work productively and professionally as a member of a team or work group and to interact appropriately with internal and external contacts, are basic requirements of all positions at Arapahoe County. Supports the County's strategic plan and goals.

GENERAL DESCRIPTION OF JOB:

The Program Specialist position conducts extensive interviews to determine initial and ongoing eligibility for County residents requesting public assistance. These interviews require asking for sensitive and personal information. The interviews are often interactive, i.e. entering client information into a complex computer system during the course of the interview. The information is extensive and must be analyzed against the numerous public assistance programs and their related regulations.

DUTIES:

• Makes referrals to customers needing other services such as mental health, housing, and/or domestic violence.
• Assists customers with completion of applications; advises them of their rights and responsibilities; sends appropriate notices to customers.
• Processes reported changes made by household and/or various caseload management reports.
• Develops and maintains good communication with outside agencies.
• Processes all applications, initial and re-determinations, within mandated time frames.
• Establishes and validates claims for over payments.
• Clears and responds to voice mail and Cherwell tickets according to the priority.
• Refers cases with questionable household circumstances to Investigations Unit.
• Attends on-going training to maintain/enhance knowledge and skills.
• Shares information with other units, county, and state agencies as appropriate.
• Updates case records based on current circumstances.
• Analyzes written and oral information during the interview; obtains and reviews necessary data, documentation, and verification for each program of assistance as it relates to the recipients' specific circumstances.
• Explains program requirements and services available.

REQUIREMENTS:

Skills, Abilities and Competencies:

• Ability to deliver effective customer service and communicate with a diverse customer base, some of whom may be angry, difficult, and/or distressed customers or employees.
• Excellent time management and organizational skills with the ability to effectively complete work in a timely manner to meet mandated processing guidelines in a high-volume, high-stress environment.
• Ability to conduct an interactive interview by concurrently conducting verbal interviews and data entering pertinent information into required computer systems.
• Ability to communicate professionally to establish and maintain effective working relationships with peers, customers, and management.
• Ability to accept and adapt to changes in the work environment, priorities, and program rules and regulations and knowledge of public assistance programs and their specific regulations.

Behavioral Competencies (these are required for all positions at ACG):

• Accountability
• Accessibility
• Inclusivity
• Integrity

Education and Experience:

• High School diploma or GED equivalent
• One (1) year of office clerical experience, including providing customer service.
• Any equivalent combination of education and work experience that satisfy the requirements of the job will be considered.

Preferred Education and Experience:

• Associate degree
• Human Services experience in the private or public sector, specifically with an agency that determines eligibility for welfare resources.
• Proficiency in speaking, reading, and writing another.
• Ability to accurately type 70-80 WPM.
• Strong software competency skills.
• Superior attention to detail.
• Self-directed initiative and strong follow-through.

Pre-Employment Additional Requirements:
Must successfully pass pre-employment testing which includes an acceptable motor vehicle record (MVR) and background check.

Post-Employment Requirements:

• Will require fingerprinting and a Colorado Bureau of Investigation (CBI) background check.
• May require successful completion of bi-annual Colorado Justice Information System (CJIS) training.
• Work shifts are normally 8 hours; overtime may be required. Work hours may be scheduled between 8 am and 4:30 pm based on business needs.
• All Program Specialists must attend and successfully pass initial training.

WORK ENVIRONMENT:

Work is generally confined to a standard office environment.

PHYSICAL DEMANDS:

The following are some of the physical demands commonly associated with this position.

• Spends 80% of the time sitting and 20% of the time either standing or walking.
• Occasionally lifts, carries, pulls or pushes up to 20 lbs.
• Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs.
• Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.
• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of computer or other work-related equipment.

Definitions:

• Occasionally: Activity exists less than 1/3 of the time.
• Frequently: Activity exists between 1/3 and 2/3 of the time.
• Constantly: Activity exists more than 2/3 of the time.