Program Support Analyst

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.

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 Driver’s 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: https://www.guidinghands.org/careers/