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,