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Goodwill of Colorado

    Job Description

 Pay: $18/hour 

JOB SUMMARY:

The System Improvement Specialist, LEAP (Colorado Low-income Energy Assistance Program), will work in a temporary position working within LEAP. The Systems Improvement Specialist will continuously improve LEAP services provided to external clients by Goodwill of Colorado. Internal audits and quality development will be conducted through administrative service, using a systematic process of monitoring critical performance indicators and executing strategies to improve overall processes and outcomes of services, resulting from LEAP applications received via the following: USPS mailing, email, fax, PEAK, and telephonic applications.

ESSENTIAL FUNCTIONS:

LEAP Program Support: 

• The Systems Improvement Specialist will attend the mandatory State LEAP training and continue to develop a thorough working knowledge of LEAP to support the program and other LEAP staff.
• Responsible for processing applications as deemed necessary by the Quality, Contracts and Communications Manager, Quality Lead and Operations Division Supervisors or Manager.
• Extract verification of data from the following data bases; Colorado Benefits Management System (CBMS), Family Support Registry (FSR), Colorado Department of Labor and Employment DOLE, Colorado Department of Motor Vehicles (DMV), Systematic Alien Verification for Entitlements (SAVE), State of Colorado OIT Mainframe State Verification and Exchange System (SVES), Colorado Department of Human Services (CDHS), and automated utility portals as a preliminary step for determining eligibility and processing LEAP applications.
• Explain eligibility criteria to LEAP applicants and agencies, receive applications and review for completeness prior to securing verification to process applications and determining LEAP benefit eligibility.
• Contact vendors, applicants, and other agencies for information, maintaining caseloads and confidentiality of all clients and staff.
• Process all cases within the allotted time frames as required by the State LEAP office, i.e., emergency applications within 18 days and regular applications within 30 days.
• Provide support to the Quality Lead and/or Quality, Communications and Contract Manager with all aspects of the administration of the LEAP program contract.

Continuous Quality Improvement Process: 

• The System Improvement Specialist will be responsible for identifying training needs, aiding in/conducting additional “in-house” training, monitoring the LEAP system reports, as well as refining and updating processes.
• Provide timely feedback to all staff on rules, regulations, policies, and procedures.
• Respond to all program appeals via preparing the appeal packet presentations and representing Goodwill of Colorado in all scheduled appeal hearings.
• Identify updates and services needed, ensuring improvements are made by aiding in the development of a course of action/work plan.
• Recognize inefficient or ineffective processes and propose or develop alternative solutions.

Overall Support and Quality Focus:

• The Systems Improvement Specialist will check appropriate state and agency regulations, processes, and reports, ensure all stakeholders’ demands are implemented, review past outcome measures as well as administrative quality indicators.
• Ensure that the LEAP staff adhere to rules and regulations, in order to be actively prepared for both scheduled and unscheduled audits. An audit protocol must be maintained with a tracking system in place. 
• Potentially the incumbent could be asked to actively participate in plan development, suggesting courses of action, and necessary training.
• Prepare and review files for State and County monitoring reviews, as well as prepare a corrective action response for any errors found as a result of this monitoring. 

Quality Program Tracking and Reporting:

• The Systems Improvement Specialist will perpetually audit the case files of both PEAK and Digital Eligibility Specialists and any other application processing staff to ensure that quality and compliance standards are met. The results of the internal audits will be tracked by the System Improvement Specialist and conveyed to the PEAK and Digital Eligibility Specialist and/or Eligibility Specialist Leads or Supervisors upon completion. As these processors prove to meet quality and compliance standards, audits are conducted to a lesser degree, but at a minimum of two (2) case files per month.
• Monitor the auditing/reporting outcomes, determining if the processes should be completed in the same way, with modifications and/or identify barriers to improvement.
• Assist with the maintenance of the trend analysis statistics, identifying trends isolated to the individual PEAK and Digital Eligibility Specialist versus trends identified to the masses.
• Assist with conducting external quality surveys in the divisions of Eligibility Specialist, Call Center and Email Communication. The System Improvement Specialist will track and report survey outcomes to the internal representative, Quality, Communications and Contract Manager, and division specific Leads and/or Supervisor I and II.

Relationship Management: 

• The Systems Improvement Specialist will ensure open communication between leadership team members and front-line staff.
• Ensure there is an ongoing feedback loop to discuss quality improvement plans and outcomes with staff and leadership team members.
• Keep the Quality Lead and/or Quality, Communications and Contract Manager informed of progress, program considerations and pertinent information. In addition, they will participate in all required team meetings and training sessions.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A High School diploma or equivalent is preferred.

Experience:

• One (1) year’s previous LEAP experience required as an Eligibility Specialist. 
• A minimum of two (2) years of clerical and administrative experience in an office environment. 

Other:

• Must be able to speak, read, write, and understand English. 
• Must have experience working with computer systems such as client tracking systems, Microsoft Office Suite, and Adobe.  
• Must have excellent written and verbal communication skills, offering and exchanging information with others so that the intended meaning is clarified and understood. 
• Demonstrate the ability to interact with various internal and external customers and process multiple inputs. 
• Have the ability to work independently and cross functionally as a strong team leader. 
• Demonstrate flexibility within the framework and pressure of established deadlines. 
• Be detail oriented, able to learn specific rules, regulations, and standards to maintain compliance and conformance. 
• Have the ability to multi-task, be organized, and have time management skills. 
• Have a professional demeanor and appearance that enhances the organization’s reputation. 
• Be process-focused, data-driven, and results-oriented.
• Will be required to comprehend and have a working knowledge of applications received via the following: Leap application form, PEAK, and telephonic applications. 
• Overtime and weekend hours may be required.
• As a role that handles very confidential information, the candidate may be disqualified if they have a criminal record for illegal drug use or sale, financial fraud, identity theft, physical abuse, crimes involving violence and/or theft. We do consider the specifics of the offense, including how long ago the offense took place*.  
• It is preferred that the incumbent have the ability to drive for company business*.

Background Compliance:

* E. Criminal Background Check

Pursuant to C.R.S. §27-90-111 and CDHS Policy VI-2.4, any independent contractor, and its agent(s), who is designated by the Executive Director or the Executive Director’s designee to be a contracting employee under C.R.S. §27-90-111, who has direct contact with vulnerable persons in a state-operated facility, or who provides state-funded services that involve direct contact with vulnerable persons in the vulnerable person’s home or residence, shall:

i. submit to and successfully pass a criminal background check, and

ii. report any arrests, charges, or summonses for any disqualifying offense as specified by C.R.S. §27-90-111 to the State.

Any Contractor or its agent(s), who does not comply with C.R.S. §27-90-111 and CDHS Policy VI-2.4, may, at the sole discretion of the State, be suspended or terminated.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 21 years of age (not engaged in passenger transportation),
• 25 – 70 years of age for all passenger transportation services,
• 25 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses. 

Goodwill participates in E-Verify.  For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

We promote a Safe & Drug-free Workplace.

 Physical Requirements 

Attachment to Job Description

Job Title: 241 – System Improvement Specialist, LEAP                      Dept. Number: 5375          

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

   Heavy: 45 lbs & over - OCCASIONALLY

   Moderate: 15-44 lbs - OCCASIONALLY

   Light: 14 lbs & under - OCCASIONALLY

CARRYING:

   Heavy: 45 lbs & over - OCCASIONALLY

   Moderate: 15-44 lbs - OCCASIONALLY

   Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

   Above Shoulder - OCCASIONALLY

   At Shoulder - CONTINUOUSLY

   Below Shoulder - FREQUENTLY

TWISTING - CONTINUOUSLY

BENDING - FREQUENTLY

KNEELING/CRAWLING - OCCASIONALLY

SQUAT - OCCASIONALLY

CLIMBING:

   Use of legs only (stairs) - OCCASIONALLY

   Use of arms & legs (ladders) - NEVER

HEARING - CONTINUOUSLY

VISION:

   Visual, close - CONTINUOUSLY

   Visual, distant - CONTINUOUSLY

   Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

   Simple grasping - CONTINUOUSLY

   Fine Manipulation - CONTINUOUSLY

   Repetitive Movements - CONTINUOUSLY

WALKING - FREQUENTLY

STANDING - CONTINUOUSLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe – OCCASIONALLY – Driving*