Program Specialist

Job Summary - Why you’ll love this position

The Family Support Division (FSD), Genesys Team within FSD CS Programs and Policy is seeking candidates to fill a Program Specialist position. This position's base will be dependent upon the applicant selected and office availability. 

All internal promotional applicants are encouraged to apply as there may be alternate office space available.

Responsibilities - What you’ll do

This position will perform the following duties, but not limited to:

• Assist with Quality Assurance/Quality Control initiatives by reviewing random samples of the CSC calls to identify ways to improve customer service skills to: Re-review random samples of the CCIU reviews to identify ways to improve accuracy and consistency within the CCIU.
• Serve as a liaison between call center staff and central office and field office worker to: serve as a liaison between CCIU staff, central office and field office workers.
• Notify management of any concerns on the Customer Service Line.
• Responsible for adding and removing staff from Genesys in a timely manner.
• Troubleshoot errors with Genesys Users.
• Communicate Genesys changes with central office staff.
• Assists in the advance planning for projected programs, develops and designs new programs, and modifies existing programs.
• Researches, reviews, and analyzes federal and state legislation for its intent, meaning, and effects; prepares impact evaluations related to anticipated or existing programs of a division.
• Communicate with management regarding customer service concerns, and trends and assist field staff in the development of conflict resolution regarding these concerns;
• Interpret and explain rules, regulations, policies and procedures concerning Family;
• Support Division activities, programs and benefits to recipients, clients and BPT’s;
• Complete any other assigned tasks as necessary for continued or improved operations;
• Implement process changes from policy to system changes and manage the necessary logistics between;
• Complete any other assigned tasks as necessary for continued or improved;
• To create reports and monitor to ensure we are meeting state and federal guidelines;
• Other duties as assigned. 

Qualifications - All you need for success

Two or more years of experience in a professional or technical job classification; and possession of a high school diploma or poof of high school equivalency. OR

A Bachelor’s degree from an accredited college or university; and, four or more years of professional experience providing social services; or conducting investigations or audits of social services providers, fundraising or event planning, training, relationship/partnership building, grant/ contract management, or sales.

(24 earned graduate credit hours from an accredited college or university in social or behavioral sciences, Public or Business Administration, or a closely related field may substitute for one year of stated experience)

(A Master’s degree from an accredited college or university in social or behavioral sciences, Public or Business Administration or closely related field may substitute for two years of the stated experience.)

(Additional qualifying experience may substitute year-for-year for deficiencies in the required education.)

Preferred Experience: Ability to coordinate and work with multiple agencies and projects at one time.

Desired Skills:

• Ability to communicate and interpret complex ideas, plans, procedures, and programs;
• Ability to produce objective and timely reports;
• Excellent problem-solving and time management skills;
• Work independently
• Excellent oral and written communication skills;
• Excellent team work skills; and
• Possess the ability to adjust to a changing environment and achieve

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g. shift, or time-of-service pay). 

Recruitment Area: All qualified applicants with current Child Support experience only.

The State of Missouri is an equal opportunity employer. 

Job Details - More reasons to love this position

More reasons to love this position: The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.

Contact Details - If you have questions or require any accommodations to participate in the application or interview process please contact:

[email protected]

The State of Missouri is an equal opportunity employer and is committed to developing and maintaining a talented workforce.