Program Specialist

Job Title

Child Support Services Financial Operations Manager

Job Description

This position is responsible for monitoring and ensuring the quality assurance of FSR operations and activities with respective stakeholders; serves as a liaison between CDHS-CSS, FSR contractors, and county CSS units on issues/activities performed by the FSR; assists with developing procedures and rules to ensure compliance with the terms of the FSR contract(s) and any associated amendment(s) related to payment processing, customer service, and electronic payment card.

This position collaborates with the FSR contractor(s), county CSS units, and Colorado Department of Human Services (CDHS) staff to enhance and improve FSR service delivery to FSR stakeholders; takes action to rectify deficiencies and problems within various areas of FSR operations; identifies and reports exceptions and conditions requiring resolution to the FSR contractor(s); tracks these exceptions and ensures their resolution; and produces various reports to document, verify, and provide archival reference to substantiate all related activities.

This position provides oversight, monitoring, review, and analysis of the FSR operations on an ongoing basis to ensure contract compliance by all FSR contract vendors; identifies and reports exceptions and conditions that require contractor resolution; follows up on contractor resolutions and implements procedures to improve processes; monitors performance using statistics obtained through the State system and information reported by the contractors; performs on-site visits at the FSR facility(s) to review and monitor operations, practices, and compliance with contract requirements; samples work production to ensure compliance is at acceptable error rates for payment processing, customer service, and electronic payment card services; performs contract audits and reviews the annual self-audit reports prepared by each contractor; ensures the contractors are in compliance; provides support, training, and guidance to contractors on how to handle difficult or unusual situations as needed; assists the Supervisor with the contract procurement process; requires training in CDHS contract management and is a member of the CDHS Contract User's Group; and ensures that CDHS and FSR contractors' operational and procedural manuals are accurate, complete, up-to-date, and supported by respective technical and/or system requirements.

This position may assume the lead on projects related to their subject matter expertise. This includes documenting the purpose of the project; identifying the scope of the project; researching the law, and CSS policies and procedures; creating/implementing test plans; drafting business rules and procedures; providing project status updates; keeping the project on task; and providing training as needed.

This position identifies areas in the ACSES where improvement can be made. This includes assisting with identifying system changes required to support such improvements; ensuring Program procedures, policies, methods, and internal controls necessary to operate the FSR on a daily basis are followed; ensuring procedures, policies, methods and internal controls that effectively account for and manage the FSR activities are followed in accordance with the contractual agreement; and establishing methods and procedures not only to outline issues but also to facilitate and expedite their resolution.

This position ensures that FSR and/or FSR contractor(s) operational and procedural manuals are accurate, complete, up to date, and supported by respective technical and/or system requirements.

This position develops and provides training, reference materials, and guidance to maximize the functionality of the FSR operations, CDHS-CSS Program business, and supported automated systems. Systems include but are not limited to: ACSES, eCSE. Training is provided on an as-needed basis to respective stakeholders to ensure that all services are delivered in accordance with the terms and conditions of the contract and legislative Program requirements. This also includes ensuring appropriate CDHS or Fiscal Agent manual(s), instructions, and procedures and processes are identified, updated, and referenced to support the training.

This position develops and establishes procedures and processes to troubleshoot, answer, resolve, and investigate system and programmatic exceptions, complaints, and inquiries. This includes researching and documenting problems, determining the course of action to expedite resolution, and recommending action plans to close issues. Where inquiries result in system use and/or policy changes, this position provides information, training, and guidance to related entities or users; and updates appropriate manuals, instructions, procedures and processes to reflect the changes. This position also assists the Unit Supervisor with developing and delivering training curriculum related to the position responsibilities to cross-train other members of the Unit.

This position provides customer service and technical assistance to county CSS units and FSR staff related to system and program reviews, corrective action plans and options, and FSR and CSS functions; makes recommendations to counties and FSR contractors' managers regarding Program direction and requirements; and serves as a liaison between CDHS-CSS, FSR contractors, and county CSS units.

This position is part of the team of individuals that address customer complaints pertaining to the FSR. Complaints received through the front desk, supervisor assignment, or contractor's request for assistance. This position is responsible for documenting the issue, researching the events that led to the complaint, and working with the customer to find a win-win resolution.

Other duties as assigned that are reasonably within the scope of the position classification, including coverage of staff absences; completion of special projects, completion of the grant or temporary assignments; representation of the Unit, Division, or Department on task forces or committees; and completion of other supervisory designated tasks.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Minimum Qualifications:

• Six (6) years of relevant experience in an occupation related to the work assigned to this position with a minimum of the following:
• Demonstrated two (2) years of experience in writing procedures
• Demonstrated three (3) years of experience in Child Support Services
• Demonstrated experience in being a liaison between several departments
• OR - Education:
• A combination of related education in Accounting, Business, Human Services, Finance, or a closely related field and relevant experience in an occupation related to the work assigned equal to six (6) years with a minimum of the following:
• Demonstrated two (2) years of experience in writing procedures
• Demonstrated three (3) years of child support services
• Demonstrated experience in being a liaison between several departments

Supplemental Information

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• State of Colorado Employee BenefitHub Resource Center
• Employee Wellness program
• Excellent work-life programs, such as flexible schedules, training and more
• Remote work arrangements for eligible positions
• *Some positions may qualify for the Public Service Loan Forgiveness Program.

Our Values:

• We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve. We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.
• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
• Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

ADA Accommodations: CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment. This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation