Community Operations Administrator

Description

The Community Operations Administrator plays a crucial role in offering dedicated, specialized support services to customers who utilize CaseWorthy’s products to serve their clients across a wide spectrum of social service sectors. These sectors encompass a diverse array of initiatives including Homeless Management Information Systems (HMIS), refugee resettlement programs, food delivery services/medically tailored meals, domestic violence intervention and support, HIV/AIDS services, behavioral health programs, and more.

Community Operations Administrators assist customers with the day-day operations of their system through software configuration, tailored support, enforcement of relevant data compliance policies, custom reporting/dashboarding, and training. These personalized services enhance overall user experience and improve operational efficiencies of our customers.

Community Operations Administrators may also assist with system expansion initiatives that enhance client care coordination within the communities they serve. As experts in vertical markets, the Administrators at CaseWorthy play a crucial role as Subject Matter Experts (SMEs). Leveraging experience and industry knowledge, Administrators serve on cross-functional teams, providing valuable insights and guidance as advisors, assisting with onboarding and training of new customers, serving as QA resources, and more. These multidisciplinary teams may include representatives from Product, Sales, Implementation Services, Learning Services, Client Success, Marketing, and Engineering departments.

Requirements

Responsibilities

• Facilitate recurring meetings with customers to discuss development initiatives, training needs, and provide technical assistance.
• Work with customers on issue resolution or escalations as needed.
• Utilize CaseWorthy’s designer tools to build and/or modify functionality per customer specifications while maintaining compliance with any relevant federal, state, or local reporting and data collection requirements.
• Utilize CaseWorthy’s system admin tools to perform routine system administration tasks as needed.
• Utilize the reporting toolset to assist customers with data analysis, data quality, compliance reporting, or other reporting needs.
• Communicate and demonstrate new features, updates, and enhancements to customers.
• Support efforts to monitor data quality and enforce data compliance policies.
• Assist as needed with new user onboarding and training.
• Develop customer-specific training materials as requested.
• Where applicable, support local administrators in performing the above functions.
• Provide accurate accounting of hours spent on admin duties per customer as well as documentation of duties performed.
• Assist other internal departments as needed on projects where subject matter expertise or relevant experience may be required. These may include:
• Assisting with the development of training materials, knowledge base articles, or LMS courses.
• Providing feedback on development, user interface, or use-case scenarios for new product initiatives.
• Assisting with onboarding and training of new customers.
• Serving as a QA resource for product testing.
• Ability to travel nationwide, up to 10% annually.
• Performs other duties as assigned.
  
  

Required Skills & Qualifications

• Knowledge of current HUD regulations and data standards related to HMIS (Homeless Management Information Systems).
• Knowledge of HMIS data collection, data privacy, and data reporting requirements.
• Previous experience with HMIS software as an HMIS coordinator, data analyst, or HMIS support staff.
• Bachelor’s degree desired or equivalent (2+ years) work experience.
• Experience in training users on HMIS software and strong problem-solving skills required to address technical issues and user inquiries.
• Ability to analyze complex data sets and generate meaningful reports and insights.
• Proven ability to work collaboratively and effectively with cross-functional teams to achieve organizational goals
• Excellent written and oral communication skills.
  
  

Preferred Skills & Qualifications

• Prior experience with other human service verticals such as domestic violence, refugee resettlement, or medically tailored meal programs a plus.
• Experience with data visualization tools (Tableau or PowerBI) as well as SQL is a plus.