Susan Hill
Centennial
Summary
Dedicated and empathetic servant leader with over 19 years of experience in child support services and more than a decade of proven leadership in public service and workforce development. Expertise in relationship-based leadership, employee training, and operational oversight drives a commitment to advancing organizational missions through employee empowerment and continuous improvement. Strong focus on delivering exceptional customer service ensures that both team members and clients receive the highest level of support. Bilingual in Spanish, enhancing communication and engagement with diverse communities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Child Support Technician
Denver Human Services
Denver, CO
05.2021 - Current
- Conduct onboarding and ongoing training for 6+ new staff members in Child Support Services, focusing on policy compliance and enforcing orders.
- Evaluate daily performance metrics for a team of 6 technicians, tracking work tasks and identifying productivity trends to enhance operational efficiency.
- Reviewed and analyzed over 100 complex child support case records, identifying key issues that led to timely resolutions for clients, while managing 20+ escalation calls and conducting Administrative Reviews.
- Developed and updated training work plans and procedures for a team of 6+ staff, clarifying training expectations and enhancing onboarding efficiency.
- Processed and electronically filed over 10 legal documents monthly, ensuring compliance with state regulations while training 4+ staff members on proper filing procedures.
- Held monthly 1-on-1 meetings with 6+ staff to discuss job performance and provide targeted leadership support, resulting in improved team engagement and productivity.
Shelter Manager
Denver Human Services
Denver, CO
09.2021 - 02.2022
- Managed daily operations for a facility by supervising a team of 15+ volunteers, implementing safety protocols to create a supportive environment for over 100 immigrants arriving in Denver each day.
- Collaborated with 5+ community partners to deliver support services, assisting over 200 individuals during emergency response situations.
- Developed and implemented engaging training materials for daily volunteer orientation sessions, enhancing volunteer readiness and participant satisfaction.
Child Support Technician/Specialized Establishment Team 40
Denver Human Services - Child Support Services
Denver, Colorado
10.2019 - 05.2021
- Established judicial orders, ensuring compliance with legal standards. Prepared detailed documentation for cases each month for judicial hearings, enhancing case handling efficiency.
- Generated service documents for timely delivery to clients and stakeholders.
- Conducted locate actions for 100+ clients to trace and verify information.
Child Support Technician/Behavioral Intervention for Child Support
Denver Human Services - Child Support Services
Denver, CO
01.2016 - 10.2019
- Working with the feds, state, and county to test a federal demonstration program using behavioral science to improve child support. Testing strategies like simplified forms, payment reminders (text/emails), and meetings to help noncustodial parents pay more on new orders, successfully increasing payments by nearly 20% initially by addressing common obstacles like complex paperwork and deadlines, building on insights from psychology to boost program efficiency.
Child Support Technician/Foster Care Unit Team
Denver Human Services - Child Support Services
Denver, CO
10.2018 - 05.2019
- Implemented the Administrative Process Action (APA) system in the Colorado Child Support Enforcement unit, improving the establishment and modification of child support orders through streamlined negotiations for 50+ Foster Care Cases, particularly serving the Spanish-speaking community.
Education
Associate of Arts Degree -
Cerritos College
Bachelor's Degree -
Arizona State University - Current
Skills
- Team leadership
- Training Developer
- Policy & Procedure Implementation
- Employee Coaching & Mentorship
- Effective conflict resolution
- Exceptional customer support
- Proficient in English and Spanish
- ACSES Program, Court Database, WMS, Outlook, Teams, Microsoft Office, Excel, and Colorado Courts E-Filing and OneNote
Certification
- Award of Excellence – National Guard
- Administrative Process Action (APA) Certificate
- Colorado Notary Public – State of Colorado
- Toastmasters Certificate - 5 plus years
- Green Belt & Black Belt – Denver Peak
- Child Support Services Employee of the Year - 2025
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Shelter Manager
Denver Human Services
09.2021 - 02.2022
Lead Child Support Technician
Denver Human Services
05.2021 - Current
Child Support Technician/Specialized Establishment Team 40
Denver Human Services - Child Support Services
10.2019 - 05.2021
Child Support Technician/Foster Care Unit Team
Denver Human Services - Child Support Services
10.2018 - 05.2019
Child Support Technician/Behavioral Intervention for Child Support
Denver Human Services - Child Support Services
01.2016 - 10.2019
Associate of Arts Degree -
Cerritos College
Bachelor's Degree -
Arizona State University - Current