Economic Services On-Site Support Consultant

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Economic Services On-Site Support Consultant

Market Range:

MR16

Approved Date:

4/13/2022 6:36:14 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

P2

Career Level Description:

Professional Level 2

Job Code:

100270

Job Family:

Social Services

Sub Family:

CQI, Training and Development

Primary Purpose

Provides coaching support and technical assistance by applying policy and practice tools and using in-person and remote learning approaches. Coaches and mentors case workers as needed and/or required individually or in groups. Provides user support and customer service on company supported computer applications and platforms. Troubleshoots problems, trains case managers and advises on the appropriate action. Provides technical and subject matter on-site and on-call assistance. Establishes and maintains a documented knowledge base of problem resolutions related to service requests and inquiries. Serves as a liaison between the county and the state by escalating unresolved tickets to the state and tracking resolution.  

•

Develops and delivers coaching for new and seasoned case workers and staff. Uses remote and in-class sessions, Provides over the shoulder support as needed to ensure that caseworkers understand how to use our internal systems and how to use external tools and systems provided by the state. Researches, troubleshoots and resolves NC FAST help desk tickets. Analyzes HD tickets to determine if there are training gaps.

1

40%

•

Creates practice job aids, FAQs, Top 5 Error Reports, when needed to support the training and quality goals of the division. Develops and provides policy guidance, technical assistance, and training related job aids that allow staff to practice the use of the tools and see results. Evaluates and recommends improvements to processes and systems. Meets regularly with Team Leads, Supervisors, and PMs in order to identify gaps and/or problems in using technology tools and/or systems. Ascertain the best methods of addressing gaps through collaboration.

2

25%

•

Follows Wake County IT standards, policies and procedures. Enhances personal proficiency and knowledge of county information systems and technology. Stays current with IT industry trends and explores ways to effectively apply new technologies to the work of Wake County government. Audits NCFAST reports to determine root causes of errors, corrects and resolves issues. As needed works closely with Team Leads and Supervisors to ensure that quality and processing expectations are aligned throughout the benefit program areas.

3

25%

•

Participates in all relevant state auditing, training, and benefit monitoring meetings to ensure up to date delivery of training to teams. Participates in webinars, training, projects, state mandatory training, and team meetings as needed to support self-learning and growth.

4

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Assists with Information Technology Security by requesting and processing password resets.

•

Assists with program specific projects.

•

Processes Information Request Authorization Forms (IRAFs) to activate, deactivate or revise user accounts.

•

Assists with Onboarding groups of new hires and offboarding employees

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

P2

Career Level Description:

Professional Level 2

•

Works independently on projects/assignments that impact Work Group results.

•

Work is generally supervised and involves periodic process checks.

•

Responsible for making adjustments or recommended enhancements in systems and processes to solve problems or improve effectiveness of the Work Group.

•

Typically communicates within or outside the Work Group to provide information requiring some explanation or interpretation to reach agreement.

•

May provide guidance and assistance to entry level professionals or support staff.

•

Requires practical knowledge of the Work Group typically obtained through advanced education combined with experience.

Qualifications

•

Bachelor's degree

•

Three years of job-related experience

•

Equivalent education and experience are accepted

•

4 Years

Experience working in NC FAST.

And

•

2 Years

Advance level experience working with a variety of technical applications.

And

•

2 Years

Extensive program knowledge in the required program.

And

•

Ability to select and use training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

•

Acts independently to plan, organize, troubleshoot,resolve and track help desk tickets at the county and state level.

•

In-depth knowledge of how to use technology; NC FAST, Microsoft Office and other State and County applications.

•

Extensive knowledge of county benefits program specific policies, procedures, rules and regulations.

•

Ability to research, and develop innovative training approaches for unique work situations.

•

Ability to present training material and facilitate the learning process.

•

Exceptional interpersonal and listening skills.

•

Ability to lead/serve as a member of a project team.

•

Excellent analytical, critical thinking, and problem solving-skills.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Enforcing Laws, Rules & Regulations

Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Time Management

Manages own time, priorities, and resources to achieve goals. Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Speaking

Effectively transfers thoughts and expresses ideas orally or verbally in individual or group situations.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the individual's work

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X