Technical Assistance Coordinator

Characteristic Duties and Responsibilities

• Provide front-line and intermediate-level technical assistance to program participants and stakeholders across designated service channels (e.g. service platform email virtual meetings limited phone support).
• Triage document track and resolve technical assistance requests through full case closure escalating complex or unique issues to designated subject matter experts (SMEs) as needed.
• Ensure timely accurate and high-quality responses while adhering to established service standards and protocols.
• Maintain flexibility to support surge capacity and fluctuations in workload due to policy updates system changes or program initiatives.
• Conduct data and performance reviews as applicable to support technical assistance delivery and help users interpret outputs and improve performance.
• Provide administrative and technical support for government-led review processes including application reviews eligibility screening and documentation preparation under direction.
• Utilize risk assessment tools and reports to identify potential compliance or performance issues and provide targeted support or appropriate escalation.
• Support users with data submission and system navigation as tools processes and requirements evolve.
• Collaborate with program technical and content teams to identify recurring issues content gaps and opportunities for process improvement.
• Contribute to the development and maintenance of technical documentation standard operating procedures (SOPs) and internal knowledge resources.
• Ensure all interactions actions and outcomes are accurately documented in accordance with reporting quality control and record retention requirements.
• Participate in quality management activities including case reviews audits and customer satisfaction initiatives to support continuous improvement.

Core Values

Our core values define who we are as an organization and serve as the foundation of our code of ethics. Arbor Research expects all employees to embody these and demonstrate them in our day-to-day work.

• Collaborative Spirit

We expect each staff member to learn from and teach one another and ask each to exhibit a curiosity and respect for the contributions of others.

• Creativity

We strive to cultivate a challenging stimulating and supportive environment where our employees are expected to be inquisitive take initiative and demonstrate ingenuity.

• Credibility

Our employees are smart thoughtful and objective in their work. We expect them to be technically solid in their area of expertise and for those conducting research to demonstrate scientific rigor.

• Dedication

Our team achieves success because of our dedication to carrying out high quality work and delivering trusted results.

Supervision Received

General administrative supervision is received from program leadership. Close collaboration is expected with technical content and program teams.

Supervision Exercised

None

Required Qualifications

• Bachelors degree (or international equivalent) with at least five (5) years of relevant experience or an equivalent combination of education and experience
• Experience providing technical assistance customer support or program operations support
• Strong communication and problem-solving skills with attention to detail
• Ability to manage multiple requests and prioritize effectively in a fast-paced environment
• Experience documenting processes and maintaining accurate records

Desirable Qualifications

• Experience supporting federal or government programs
  Familiarity with case management or service platforms
  Experience contributing to SOPs training materials or knowledge management resources
  Background in health public health or related fields

Annual Salary Range

$ (US National Average)

Base Compensation Determination

Base Compensation is determined by market range and geographic location pay zones. Base Compensation also includes various individual factors unique to each candidate such as job level prior experience skill set certification and educational which may impact the compensation structure.

This position is classified as exempt according to FLSA guidelines.

Required Experience:

IC