Call Center Associate Eligibility Specialist

Call Center Associate Eligibility Specialist

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This role offers the opportunity to serve the community while working in a collaborative, fast-paced, and mission-driven environment focused on supporting individuals and families across Jefferson County.

Call Center Associate Eligibility Specialists are the first point of contact for customers calling Human Services regarding public assistance programs and their cases. In this role, you will provide clear, accurate, and timely information while delivering compassionate, high-quality customer service. Staff are responsible for helping customers navigate county systems, answering questions related to benefits and eligibility, and ensuring customers understand next steps and required documentation.

Successful candidates are strong communicators who can balance empathy, professionalism, efficiency, and attention to detail in a high-volume call center environment. This role regularly involves supporting customers who may be experiencing stress, frustration, or heightened emotional situations. This position requires critical thinking, problem-solving, and the ability to navigate multiple systems while maintaining a customer-centered approach.

The Associate Eligibility Specialist also provides administrative and customer support to Human Services staff and clients, documents interactions thoroughly, and helps connect customers to additional county or community resources when appropriate.

This position will work remotely, four days a week from 7:00am 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training, and occasional technical support.

Hiring Range: $22.00-$23.00 USD Hourly

Compensation will be determined based on education, experience, and skills.

*Please note that you must be a Colorado resident at the time of hire to be considered for this position*

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental, and vision insurance; paid time off and holidays, including a starting bank of 40 hours of PTO for new hires; retirement matching; wellness programs; tuition reimbursement; flexible schedules; and more.

The Call Center Associate Eligibility Specialist is responsible for:

• Answering high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.
• Reviewing customer cases in CBMS and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
• Triaging customer needs and determining appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
• Educating customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.
• Documenting all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
• Providing professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
• Maintaining productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
• Assisting customers with navigating online systems and completing processes related to benefits and services.
• Sending follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
• Collaborating with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate customer service delivery.
• Maintaining confidentiality and handling sensitive customer information in accordance with county, state, and federal regulations.
• Performing other duties and responsibilities as assigned.

Research shows that women and other underrepresented and historically marginalized groups tend to apply only when they check every box in the posting. If you are reading this and hesitating to click "apply" for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Minimum Qualifications:

• High school diploma or equivalent

Preferred Qualifications:

• One or more years of experience in determining eligibility for public assistance programs such as Medicaid and SNAP utilizing the Colorado Benefits Management System (CBMS)
• Experience providing customer service in a high-volume or fast-paced environment
• Experience using de-escalation techniques with customers experiencing stress or crisis
• Experience entering and maintaining accurate information within complex computer systems or databases
• Bilingual skills preferred

Skills and Qualities for Success in this Role:

• Commitment to serving the community with empathy, professionalism, and a customer-centered approach aligned with the mission, vision, and values of Jefferson County Human Services.
• Ability to effectively manage difficult or emotionally charged customer interactions while maintaining professionalism and composure. Ability to understand and apply county, state, and federal policies, procedures, and regulations related to public assistance programs.
• Strong attention to detail and accuracy while navigating multiple computer systems and entering case information.
• Excellent verbal and written communication skills, including the ability to explain complex processes and program requirements clearly to customers.
• Strong organizational skills with the ability to manage competing priorities, adapt to changing processes, and meet deadlines.
• Ability to thrive in a fast-paced Call Center environment with frequent changes to program rules, policies, and guidelines.

Additional Job Information:

• Please note that supplemental questions requiring a written response will serve as a writing sample.
• Offer of employment contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references.

Accommodations Statement: We encourage people with disabilities to apply and are committed to providing reasonable accommodations throughout our hiring process. For assistance with applications, interviews, or other hiring-related accommodations, contact View email address on click.appcast.io. This contact is for accommodation requests only and cannot provide application status updates.

Qualified applicants are encouraged to apply. All applicants must submit an online employment application by 11:59PM on the posted cut-off date. Follow this link to apply now: Jefferson County Colorado Career Opportunities.

• A resume and cover letter submitted with your application is encouraged but will not substitute for the information requested on the application.
• Current Jefferson County employees must apply through their employee profile in Workday.
• In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Applications are reviewed for minimum qualifications listed in the qualifications section of the job bulletin, and applicants are contacted directly by the hiring team if selected. To view the status of your application, please log into your candidate portal.

For more details on the recruitment process, please visit:

Questions? Contact the Jefferson County Recruitment Team at View phone number on click.appcast.io or View email address on click.appcast.io.