Child Welfare Support Specialist - Bilingual

Job Title

Customer Service/Lobby Support

Job Description

Customer Service/Lobby Support - 40%

• Answer incoming phone calls when at the front desk.
• Identify efficiently and accurately the caller's need and direct caller to the proper extension or department employee in a customer focused manner.
• Provide calm, respectful responses to individuals in stress filled situations.
• Greet and direct walk-in customers and visitors and identifies the purpose of the visit and provide assistance as needed.
• Provide Spanish/English interpretation for Child Welfare staff.
• Interpretation will be performed at the Department, on the telephone, or out in the field accompanying a caseworker to an identified home or other location of a case participant.
• Oversee lobby; lock and unlock doors daily.
• Monitor unauthorized posting in the lobby area.
• Keep the lobby area clean of debris and wipe down hard surfaces throughout the day.

Administrative - 40%

• Perform a variety of clerical duties that includes data entry, imaging/scanning, mail distribution, copying and assembly of informational packets.
• Responsible for delivering necessary paper to all copy machines.
• Replace toner in copy machines and printers.
• Responsible for maintaining stock of resource material and application packets in lobby and placing supply orders monthly.
• Set up ongoing Foster Care Review schedule coordinating with individual caseworker's calendars and the State reviewers.
• Mail out letters to invite all individuals involved in scheduled Foster Care Reviews.
• Print and deliver court orders to caseworkers.
• Complete redaction for Discovery requests for Legal.

Collaboration - 20%

• Assist Child Welfare staff with various background checks and documentation.
• Perform various legal searches and COVES checks to obtain Colorado birth certificates.
• Assist in preparation of meeting rooms for all family engagement meetings, assisting in setting up technical equipment for teleconferencing, preparing visual aids and other requested services.
• Assist in keeping the meeting rooms clean by wiping down the table, chairs, refilling water pitchers, and restocking drinking cups before and after meetings.
• Follow policies and procedures, the Weld County Code of Conduct, and adhere to strict confidentiality guidelines and appropriate releases of information outlined in both.
• Understand and implement rules and regulations for Child Welfare organizations in Colorado outlined in the State of Colorado Department of Human Services Volume 7 guidelines.
• Demonstrate a high level of professionalism, active listening, and verbal and written communication during all interactions.
• Interact in various settings with internal and external customers, Department and Division leadership, and other professionals and stakeholders.

Required for all positions

• Other duties as needed

Required Qualifications

Required Education

• High School or equivalent

Experience Qualifications

• 1 year of experience working with customers.

Preferred Education

• Associate's Degree

Preferred Experience

• Experience working in a public or private human services organization.
• Experience working in a Child Welfare environment.
• 2 years of full time business or clerical experience in an office environment which includes a high level of customer service and working with the public.

Bilingual Required: Yes

Bilingual Use Type: Verbal/Written Advanced

Skills and Abilities

• Candidate must possess the ability to work as part of a team and independently to achieve necessary results.
• Candidate must possess the ability to manage multiple tasks under time constraints.
• Candidate must possess the ability to enter data into several different computer programs.
• Candidate must possess the ability to learn and apply new computer skills on a regular basis.
• Candidate must possess the knowledge of computer programs such as Microsoft Windows and Word, Excel, and Outlook.
• Candidate must possess ability to keyboard at 35 words per minute.
• Candidate must possess the ability to read and write Spanish in a proficient manner.
• Candidate must possess the ability to interpret between English and Spanish using the professional language.
• Candidate must possess the ability to read and comprehend instructions, correspondence, and department policies and procedures.
• Candidate must possess the ability to write correspondence.
• Candidate must possess the ability to effectively communicate in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Candidate must possess the ability to apply math concepts and calculations in the work environment.
• Candidate must possess the ability to apply common sense to problem solve in a work environment.
• Candidate must possess the ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress and conflict filled situations while remaining calm and professional.
• Candidate must be well versed in effective conflict resolution and possess ability to deescalate hostile situations.
• Candidate must be able to provide support to Caseworkers and other Child Welfare staff by temporarily watching children during family meetings, while longer term care arrangements are made or in other emergency situations.

Licenses and Certifications

• Candidate must pass criminal background check prior to employment start date. ( Required)
• Candidate must pass Human Services Background Checks. Background checks include CBI/FBI fingerprinting and will continue to be monitored throughout employment. ( Required)
• DL NUMBER - Driver License, Valid and in State Candidate must have a valid Colorado Driver's License and Liability Insurance. ( Required upon hire)
• Candidate must provide own transportation and be willing to travel throughout Weld County. ( Required)
• Candidate must complete twenty (20) hours of job specific training annually. ( Required)
• This position is subject to a pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy. ( Required)

This position is non-exempt from the minimum wage and overtime requirements of the Fair Labor Standards Act and is therefore eligible for overtime pay. As an applicant for this position, you should be aware of Senate Bill 19-085, the Equal Pay for Equal Work Act. The act requires employers to announce the pay range for job openings.

Weld County is an equal employment opportunity employer. We ensure that all employment practices are conducted without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity or expression, genetic information, protected veteran status or any other protected status in accordance with federal, state, and local laws. Weld County pledges to uphold a work environment free from discrimination and harassment, promoting fairness and dignity for all employees. We actively take affirmative action to comply with nondiscrimination policies and invite qualified individuals in need of reasonable accommodations to contact our Human Resources Department.