Program Support Specialist - #10011698

GENERAL STATEMENT OF DUTIES

The Program Support Specialist supports the Family Connects team by providing general management and administrative support to the Family Connects Guilford program. 

DISTINGUISHING FEATURES OF THE CLASS
An employee in this class supports the Family Connects team by generating new client referrals, ensuring families are connected and able to obtain local services and resources. The Program Support Specialist will conduct post-visit connection phone calls with families, monitoring customer satisfaction, collecting feedback, tracking services contacted and received and providing additional referral connections as needed. The role will build and maintain partner relationships through meeting attendance and referral connections. The Program Support Specialist will handle customer service functions for the Family Connects team by answering and assisting callers and connecting clients with the appropriate parties. Inquiries will require a general to complex understanding of policies and procedures. The employee supports management of the program through creating correspondence, memos, letters and reports; ordering office supplies; prepping supplies for program staff; coordinating services with community partners, outreach to families receiving services, and other administrative services as requested. Central to the performance of duties is the operation of a computer and other office equipment for the purpose of communicating with program staff and connecting with families. Employee will assist with conducting research, analysis and preparing special reports for the program. Representative inquiries may involve providing and/or obtaining information related to record keeping, supplies, schedules, or equipment.  Maintains records and files related to the operations of the office to which assigned.  Work requires a high degree of resourcefulness. Guidance is given on matters for which no precedent is available.  A thorough understanding of the organization and unit programs and operations is required.DUTIES AND RESPONSIBILITIES
Essential Duties and Tasks

• Generates new client referrals, ensuring families are connected and obtain local services and resources.
• Conducts post-visit connection (PVC) phone calls with families, track services contacted and received and provide additional referral connections when necessary. 
• Builds and maintains community partner relationships by attending meetings and troubleshooting referral connections. 
• Attends program staff meetings and required in-service trainings.
• Complex operation of a computer to prepare correspondence, reports, forms etc. into final form.
• Performs complex manipulations of the data requiring thorough knowledge of the associated hardware and software utilized.
• Enters service data into a database for billing. Validates and updates billing in electronic health record software.
• Creates documents including formulating spreadsheets used for statistical reporting of program services to administration.
• Prepares, edits or coordinates development of reports or other printed materials.
• Interprets policies, procedures and regulations for program staff and members of the public.
• Resolves problems and questions by using and interpreting established policies and procedures.
• Communicate by phone, letter, memo or computer with other staff, agency clientele or members of the public.
• Facilitates inventory process and ordering of office supplies.
• Helps prepare and organize program materials for staff use and distribution.
• Follow up with families to address system of care questions. 
• Offer enrollment in the system of care.

RECRUITMENT STANDARDS
Knowledge, Skills and Abilities

• Considerable knowledge of office systems and techniques.
• Ability to practice effective communication techniques both orally and in writing.
• Considerable knowledge of effective administrative practices and ability to plan and coordinate the work of others, if applicable.
• Ability to analyze and interpret policy and procedural guidelines.
• Ability to work independently and exercise good judgment.
• Skill in organizing workflow and coordinating activities.

Minimum Qualifications
Bachelor's degree from an accredited college or university in the human services area or equivalent combination of education and experience that provides the necessary knowledge, skills and abilities to successfully perform the essential functions of the position.

*A Computer Skills Assessment will be conducted during the interview for this position. Physical Demands
Work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking standing, bending, carrying of light items such as papers, books, small parts, driving an automobile or use of a PC or other devises to accomplish work objectives.  No specific physical demands required.  Mental demands and normal stress regarding achieving work deadlines are present.
 
Working Conditions 

1. Environment: Work environment involves normal, everyday discomforts or unpleasantness.  Work area has adequate light, heat and ventilation; environment is organized and stable.
2. Hazards: Work presents no significant hazards to employees.

May Require Driving 
This position may require driving for this position whether driving a County owned or personal vehicle to conduct county business such as but not limited to attending conferences, meetings, or any other county related functions.   Motor Vehicle Reports may be verified for valid driver's license and that the driving record is compatible with the county's driving criteria.
If a personal vehicle is operated for county business proper insurance is maintained as per Guilford County's vehicle use policy.

Special Note: This generic class description gives an overview of the job class, its job functions and recommended job requirements.  However, for each individual position assigned to this class, there is available a completed job description with a physical abilities checklist which can give further details about that one specific position.  Those documents should be reviewed before initiating a selection process.  They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.

*Candidates must reside within a two-hour driving radius of Guilford County to be considered for employment.

Salary : $40,611 - $47,717