Program Specialist

The incumbent of this position is responsible for providing program and system support to CAPHR WIOA staff including the Career Navigators, Program Manager, and Director. The position will assist in tracking program process requirements for completeness and accuracy; reviewing, approving, and authorizing training and/or support service payments consistent with established policy and procedures; maintaining and updating online operations manual; conducting quarterly data validation; regularly provide staff training and technical assistance. This position will have duties that also include assisting in outreach activities and event preparation, and related functions and tasks for special projects, as requested.    

SUPERVISION:

Received: Works under the direct supervision of the Workforce Development Director.

Exercised: None.

RATE: $25.43

JOB RESPONSIBILITIES:

• Responsible for the oversight and management of the WIOA support services process, including the review and approval of requests for support services under the guidance of the Statewide Program Manager and in accordance with WIOA policy and procedures, including developing/updating policy and procedures and working extensively with program and fiscal staff to ensure consistency and quality of services statewide.
• Responsible for the oversight and management of the WIOA training requests, including the review and approval of requests for training, under the guidance of the Statewide Program Manager and in accordance with WIOA policy and procedures, including developing/updating policy and procedures and working extensively with program and fiscal staff to ensure consistency and quality of services statewide
• Serve as a point person (in conjunction with the Statewide Manager) for Career Navigators, for the purpose of gathering and disseminating information in a consistent and timely manner (for example keeping them up to date on changes in the program manual and other policies as issued.) 
• Conduct on-going customer file reviews to ensure adherence to policy and procedures, including accuracy, scope of services and timeliness of services.
• Conduct regular quality assurance activities specific to intake, assessment and on-going case management of WIOA customers as performed by the Career Navigators, in accordance with WIOA policy and procedures; clarifying information to ensure uniformity and adherence to policies and procedures; including the ongoing sharing of best practices to effectively serve customers.
• Assist the Statewide Manager in JMS and other data management systems.
• Assist the Statewide Manager in carrying out monitoring and data validation tasks.

• Perform clerical functions as directed, which may include writing memos, assisting with file maintenance, posting policy and procedures to the shared drive, maintaining supply of outreach materials, assisting in the convening and/or facilitation of staff meetings and/or trainings, and running and analyzing reports.
• Work as part of the CAPHR WIOA team to accomplish tasks related to program management; cooperate with State and Federal staff to affect positive relationships with the funding source at all times, and consistent adherence to federal, state and CAPHR EO and Grievance policies and procedures for staff and program participants.

• Must possess a valid driver’s license and be able to travel when needed.
• Will maintain professional boundaries with all current, past, and prospective clients, and maintain the confidentiality of clients and staff, in accordance with CAPHR policy and procedure.
• Abide by all CAPHR Safety policies and procedures.
• Present professional and positive image as a representative of CAPHR.
• Responsible for having adequate knowledge of all CAPHR programs and will gather sufficient intake information to make referrals to other CAPHR programs which are beneficial to the client and his/her family.
• Perform other related duties as required.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree in business, management, quality assurance or related field and 5 years’ experience in program monitoring, recordkeeping, eligibility certification, data validation and analysis. Demonstrated experience working in a collaborative team setting required. Very strong organization, writing, communication and customer service skills are essential to this position. An equivalent combination of education and experience demonstrating the skills, knowledge, and ability required for this position may substitute for degree.

PREFERRED EXPERIENCE:

• Strong organization, detail, and analytical skills.
• Strong knowledge of Excel, Word, and other Microsoft Office Suite products, email applications, and the internet; knowledge of case management systems and database programs preferred.
• Ability to work independently and in a team-based environment.

• Ability to analyze data and propose solutions to maximize data integrity.
• Experience working with specific target populations (WIOA Priority of Service)
• Workforce development experience, including knowledge of USDOL regulations, eligibility requirements, customer service & quality principles.
• Effective communicator, including written, oral and strong customer service skills.
• Creative thinking, problem-solving, & decision-making skills.

• Demonstrated ability to work as part of a team (with internal and external customers) to ensure maximum level of data integrity is achieved.
• Experience with automated customer case management systems a plus.
• Ability to understand and implement internal policies and procedures.
• Understanding of professional ethics including confidentiality policies.