Information Support Process Specialist

The Information Support Process Specialist position exists to ensure successful delivery of Relationship Services projects procedures and responses and to perform complex duties and functions with responsibility in training mentoring and developing team members in the Relationship Services Department. Requires only general direction and refers unusual or complex problems to Duties/Responsibilities:Develops writes analyzes and problem-solves complete end-to-end procedures for the RS Operations and Hope Restored Registration TeamUpdates procedures in InFocus as applicable to assignments given by the Working Supervisor and ManagerContributes using technical writing standards in the InFocus (SiteCore) application to deliver timely and accurate procedures to the FHCProvides feedback and clarification regarding current and past ministry projects/campaigns to RS Operations management and staffProvides follow-up support for RS Operations staff and Hope Restored Registration Team in the interpretation of procedures related to the work performedResponds to FHS and Registrar questions through the Information Support email box Information Support Salesforce queue social media platforms and the DocLink mail and workflow systemAttains pre-determined Service Level Agreements for response time for answering FHS inquiriesReviews and approves ministry signoffs through the Aprimo application from an Information Support Services perspective e.g. direct mail devices galleys emails contests and premium pagesCreates data monitoring activities based on employee profiles automated and manual for both transaction-based data entries as well as written responses (email letter and social media channels) for quality assurance purposesTests and implements updates and/or fixes to the InFocus applicationAssists in selecting new knowledge management applications; tests new applications and assists in implementation of new applicationsParticipates in annual procedure audits within the InFocus application to ensure continual process and production improvementsTests new and/or existing systems applications and websites; adds new or updated procedure information from testing outcomes into InFocusLeverages current operational business processes and practices to provide accurate and timely delivery of service support to our constituentsParticipates in ensuring that team goals objectives and activities support department priorities and objectivesConducts training on an as needed basis to assist staff with complex procedures Assists with quality assurance monitoring on an as needed basis ensuring staff are adhering to proceduresCompletes various projects for management as assignedMaintains best practice usage in all applications used by the FHCAssists in preparation and maintenance of Hope Restored training material in accordance with proceduresDevelops and presents appropriate training seminars for the Hope Restored TeamTrains mentors and schedules training for new and current Hope Restored staff including one-on-one professional development as appropriateParticipates in regular team meetings and Hope Restored Team MeetingsCompletes various projects for management as assignedDevelops and delivers Hope Restored course measures of success through course surveys/feedbackOther Duties/Responsibilities:Assists in the development of prototypesEvaluates the quality of Family Help Specialist letter phone e-mail and social media responses and interacts with management for feedback to staff Responds to constituents letters phone calls e-mails chats social media and digital engagement posts as necessaryParticipates in establishing and maintaining team goals and objectives in support of the process objectives for the teamWorks between the hours of 7:00 a.m. to 5:00 p.m. as necessaryMay be required to work some evening shifts in support of our international offices or vendorsMay be called upon to develop and/or teach simple or extensive training projects for other departments on short noticePerforms other duties as assignedWorking Environment/Physical Requirements:Office environmentRepetitive keying motion Sitting for extended periods of timeViewing dual computer monitor screens for entirety of assigned shiftHearing and interacting clearly with staff on telephoneWork schedules are subject to changeOccasional holiday and weekend work is requiredJOB QUALIFICATIONS/REQUIREMENTS:Character/Spiritual:Exemplifies Ephesians 5:1-2 Therefore be imitators of God as dear children and walk in love as Christ also has loved us and given Himself for the Great Commission given by Jesus Christ in Matthew 28:19-20 Go therefore and make disciples of all the nations baptizing them in the name of the Father and of the Son and of the Holy Spirit teaching them to observe all things that I have commanded you; and lo I am with you always even to the end of the a consistent witness for Jesus Christ; maintains a courteous Christ-like attitude in dealing with people within and outside of Focus; adheres to theStandard of Moral ConductandStatement of Faith; upholds Focus on the Familys ministry in prayerPrays personally for Focus on the Familys staff and constituents and may occasionally lead in a public prayerEngages in Christian ministryDemonstrates behaviors aligned withFOF core valuesPersonal Characteristics:Coachable/teachable; Personable; Diplomatic; Patient; Detail-oriented; Dependable; FlexiblePositive; Can-do attitude; Self-managed work-ethic; Servants heartApproachableArticulateModels servant leadershipKnowledge/Experience:Bachelors Degree or equivalent experienceHope Restored Registration experience preferred2-4 years of experience as Family Help Specialist at FOFTechnical procedure writing experience preferredPrevious experience in a Contact Center environmentPrevious experience as a trainer or educator preferredPrevious experience with Salesforce software preferredIn-depth knowledge of FOF mission philosophy values and objectivesIn-depth knowledge of FOF standards for mail email and phone response based on Relationship Services guidelinesIn-depth knowledge of social media response and philosophyIn-depth knowledge of Microsoft Power Point Teams Word and ExcelSkills Abilities and Special Talents/Gifts:Ability to communicate clearly concisely and persuasively (both orally and in writing)Excellent listening skills Ability to work in a dynamic team environment remaining flexible withever-changing priorities Tactful; diplomatic; builds consensus rather than emphasizes differencesAbility to see the big picture (end-to-end) as well as the little picture (details)Ability to follow through and follow upStrategic solution-oriented thinking capabilitiesRequires only general direction and refers unusual or complex problems to to approach problem solving systematically and creatively using critical thinking skillsAbility to work discreetly with confidential data/informationAbility to work with a high degree of autonomyAbility to set up and maintain accurate recordsAttention to detail and accuracyAbility to handle stress from deadline pressuresStrong interpersonal skills: ability to work with all personality stylesProficient in all aspects of social media response and philosophyProficient in the use of current FOF computer software including Microsoft Word Microsoft Excel Microsoft Vision and InternetType 40 wpmPay Range: $24.00 to $27.50Application Materials Required: Cover Letter Resume/CV*Colorado Residents: In any materials you submit you may redact or remove any age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines on the Family puts a high value on our team members and offers a unique benefit scheduled for 20 hours or more per week are eligible for:Norton LifeLock ID Theft CoverageLegal Shield/ID Shield CoverageAFLAC403B Retirement PlanVacation Time & Vacation PayoutSick TimeHolidaysService AwardsCommunity Service DaysBookstore DiscountFitness CenterEmployees scheduled for 30 hours or more per week are eligible for all the above and:Medical PlanDental PlanVision PlanLife InsuranceDisability InsuranceFlexible Spending AccountsEAP (Employee Assistance Program)Tuition ReimbursementWarehouse Membership ReimbursementNote: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language refer to the governing plan documents.*Temporary employees are not eligible for benefits except for:Sick TimeBookstore DiscountFitness CenterTentative Search Timeline:Priority will be given to applications submitted by February 14 2026. However this posting will remain open until potential employee start date is March 2 2026Posting date: January 14 2026Un-posting date: ongoing until filledPosting contact email: