Program Support Analyst
Program Support Analyst
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Job Description
Job Details
Description
Job Summary
Join us in making a difference at Home of Guiding Hands as we improve the quality of life for people with special needs. As a Program Support Analyst you will provide high quality customer service to internal and external stakeholders and support management to meet utilization and revenue goals. A typical week might include answering phones processing records and completing a new client intake. This position will work Sunday through Thursday in our Imperial Valley office. HGH offers paid sick and vacation time medical/dental benefits 403b retirement plans initial and ongoing training and career advancement opportunities among other benefits. Embark on a meaningful career with a leading non-profit.
Tasks Duties and Responsibilities
- Utilizes customer service skills to provide support to staff and families through tasks such as: answering phone calls/emails check-ins client matching problem-solving etc.
- Interacts with clients families staff and case workers regularly and provides accurate and relevant data to all parties.
- Assists program management with processing job applications completing interviews and processing employee timesheets.
- Completes new client intakes and staff/client matching.
- Implement the functions of the respite database including processing incoming records reviewing and reconciling data for accuracy quality assurance communication and automation.
- Maintains ongoing processes to ensure that program policies and protocols are followed (es. Authorized hours are not exceeded employees are compliant with job requirements etc.)
- Identifies and implements continuous process improvement within the Respite program.
- Assists with employee training in areas such as employee timekeeping authorized client hours client care use of technology and software platforms.
- Generates reports from multiple sources and pull data together into meaningful formats using Microsoft Excel. Analyze data to identify and act upon areas where follow-up is needed.
- Participates in outreach to educate the community about HGH services and potential job opportunities.
Values
Innovation We encourage creativity and innovation because we believe that by striving for more efficient and effective ways of doing things we can achieve exceptional results. Our drive for success is shared by all. Our organization focuses on solutions and refuses to maintain the status quo. We challenge our team to be ahead of industry trends as we strive to lead and not follow.
Collaboration We believe that working together collaboratively is the foundation of a culture that values teamwork communication and cooperation. This belief is central to every part of our business both internally and externally and strengthens our community.
Accountability We take responsibility for our actions and for delivering on our commitments. We believe that by being transparent and accountable we build trust and maintain the respect of our stakeholders.
Respect We treat everyone with respect and dignity. We value inclusivity and believe that by upholding a culture of respect we can foster a positive and supportive work environment. We treat others as we would want to be treated.
Empathy We value empathy and understanding in all our interactions. We seek to understand the perspectives and needs of our colleagues clients and stakeholders to meet them with kindness and compassion.
Qualifications
Knowledge Skills and Education
- Associate degree in general studies Communications Business Administration or related field.
- 1 year in a customer service setting required.
- Experience in the social service field is a plus.
- Must be 18 years of age or older at the time of hire.
- Must receive criminal record clearance from DOJ.
- Must possess a Valid California Drivers license safe driving record and have been licensed to drive at least 2 years.
- Must maintain current and adequate auto insurance.
- Must be able to proficiently read write understand and speak English and Spanish.
- Proficient with office equipment including computer (including internet access) printer and copy machines.
- Knowledge of Microsoft Office includes Excel Outlook and Word.
- Proficient with technology and common office software programs; knowledge and experience with Salesforce and Paycom a plus.
- Highly organized and detail-oriented with the ability to handle multiple complex tasks ensure accuracy of data and establish priorities.
- Excellent analytical and problem-solving skills.
- Proactive and self-motivated with a desire to continuously learn and provide creative solutions and take initiative when necessary.
- Strong interpersonal skills with the ability to communicate effectively and respectfully both verbally and in writing.
- Capacity to work independently and exercise sound judgement.
- Ability to maintain reliable and consistent attendance in the office.
Physical Requirements/Work Environment
The work environment for this position involves working in an office setting and with a variety of people in their homes when conducting client intakes. While performing the duties of the job the employee is regularly required to see talk hear walk bend stoop sit stand reach and lift objects weighing up to ten pounds repeatedly during a shift.
Equal Opportunity Employer Statement
Home of Guiding Hands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin sex (including pregnancy sexual orientation or gender identity/expression) age marital status status as a protected veteran among other things or status as a qualified individual with disability.
About HGH
Home of Guiding Hands is a non-profit organization that was established in 1967 by a small group of dedicated and ambitious community members. The Mission of HGH is to improve the lives of those we serve. We support children and adults in San Diego and Imperial Counties with intellectual and developmental disabilities such as Down syndrome epilepsy autism and cerebral palsy. We provide a full continuum of care including residential care in specialized group homes independent living support respite care and adult foster home services. Additionally we provide early childhood assessments and services tailored day support Life Planning workshops county-wide transportation services and on-site activities at our resource center.
To see all our available career opportunities please visit:
Required Experience:
IC
Employment Type
Full-Time
