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LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, ADULT AND FAMILY SERVICES DIVISION, DAVIDSON COUNTY

For more information, visit the link below:

DHS Program Coordinator ACCENT Coord_Davidson_071923.pdf (tn.gov)

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree and experience equivalent to five years of full-time work in one or a combination of the following: social services, human services, education, auditing, accounting, business/process improvement and/or social services grant coordination. At least two years of this experience must have been program/project (a project vital to the successful implementation of agency program/policies) evaluation, case review work or process improvement (such as LEAN or Six Sigma certification) in any field listed above.

Substitution of Experience for Education: Additional experience in social services, human services, education, auditing, accounting, business, and/or social services grant coordination may substitute for the required education on a year for year basis to a maximum of four years (one year of experience is equivalent to 45 undergraduate quarter hours), there being no substitution for the required two years of specialized experience.

Substitution of Graduate Education for Experience: Graduate course work from an accredited college or university in any liberal arts field, including but not limited to social sciences, mathematics, or statistics; education; public administration; and/or business may be substituted for the required experience, on a year-for-year basis, to a maximum of two years, there being no substitution for the required two years of specialized experience.

OR

Experience equivalent to one year as a DHS Program Specialist with the Tennessee Department of Human Services.

OR

Experience equivalent to four years in human services work as a state employee or as an individual under contract with the State of Tennessee.

Necessary Special Qualifications: Applicants for this class may be required to:

Complete a criminal history disclosure form in a manner approved by the appointing authority;

• Agree to release all records involving their criminal history to the appointing authority;
• Supply a fingerprint sample prescribed by the TBI based criminal history records clerk.

Examination Method: Education and Experience,100%, for Preferred Service positions.

Summary

Summary: Under general supervision, is responsible for human services program evaluation, coordination, and consultative work of considerable difficulty and/or program policy and procedure development work of average difficulty; and performs related work as required.

Distinguishing Features: An employee in this class is responsible for specific program coordination, evaluation, and monitoring to assure programs and contracts are being administered in accordance with all pertinent policy and procedures or acting as the lead policy writer for a program. This class differs from that of DHS Program Specialist in that an incumbent of the latter evaluates program delivery or interprets policy and procedures for subordinate staff and may receive technical assistance from an employee in this class.This class differs from that of DHS Program Manager in that an incumbent of the latter supervises policy and procedure development. This class differs from that of DHS Program Supervisor in that an incumbent of the latter supervises DHS Field Supervisors.

Responsibilities

Analyzing Data or Information:

• Reviews, writes and develops procedures for specific program areas to improve quality of service and maintains data integrity.

Processing Information:

• Compiles, categorizes, calculates and/or verifies information from various systems and external sources to ensure accuracy of data and adherence to government rules and regulations.

Developing Objectives and Strategies:

• Develops or assists in development of long-range objectives and strategies to achieve program goals and objectives.

Training and Teaching Others:

• Plans and conducts training programs for staff, contracted agencies, and other community based organizations in policy, procedure, or other casework practices to improve program delivery.

Updating and Using Relevant Knowledge:

• Keeps up-to-date on program and policy information to better serve our clients and remains compliant with government regulations.

Documenting/Recording Information:

• Documents all pertinent information into appropriate programs or systems to ensure accurate case information and to maintain historical records to adhere to policy requirements.

Making Decisions and Solving Problems;

• Analyzes information and evaluates results to choose the best solution and solve problems.
• Recommends corrective actions for a statewide or regional program or service area to comply with government regulations.

Organizing, Planning, and Prioritizing Work:

• Implements long-range objectives and strategies to achieve program goals and objectives.
• Organizes, plans, and prioritizes work in a timely manner to accomplish assigned tasks.

Coaching and Developing Others:

• Identifies the extent to which staff services and operations are effectively meeting policies and procedures to determine training needs.

Thinking Creatively:

• Reviews current program practices to suggest changes to improve the quality and timeliness of service delivery.

Getting Information:

• Evaluates documentation of services delivered.
• Gathers information to determine the impact of service delivery proposals on agency priorities and budget.

Interpreting the Meaning of Information for Others:

• Provides technical advice and interpretations of policy and procedure to staff for clarification.
• Explains any changes to policy and procedure to staff to clarify expectations.
• Analyzes the organization, structure and functions of a unit to ensure effective business processes.
• Explains and interprets human services programs for other state departments, contractors and general public to ensure effective program delivery.

Evaluating Information to Determine Compliance with Standards:

• Ensures that services provided to internal and external clients are in compliance with applicable government policies.
• Reviews casework in electronic case management system performed by subordinate staff to check for adherence to program policies and procedures.
• Evaluates the effectiveness of program delivery provided by human services staff to comply with government regulations.
• Provides consultation with peers, subordinates and supervisors on methods of meeting requirements of policies, procedures, rules, and regulations in a service or program area to provide quality service.
• Recommends and outlines changes to program policies to improve service and comply with government guidelines.

Provide Consultation and Advice to Others:

• Serves as technical liaison to internal and external sources to adhere to policy and procedures.

Guiding, Directing, and Motivating Subordinates:

• Provides guidance and direction to staff or direct reports including monitoring performance and providing performance feedback to meet performance management objectives.

Developing and Building Teams:

• Encourages and builds mutual trust, respect, and cooperation among team members to meet performance goals.

Establishing and Maintaining Interpersonal Relationships:

• Develops constructive and cooperative working relationships with other agencies, divisions, department, units and external sources to meet the needs of clients.

Resolving Conflicts and Negotiating with Others:

• Resolves client complaints or refers to appropriate staff for resolution.
• Identifies and/or evaluates problematic issues with other program staff for appropriate resolution.

Interacting With Computers:

• Utilizes all DHS electronic systems for entering data, reviewing and processing information.
• Identifies electronic system or process defects for resolution.

Communicating with Supervisors, Peers, or Subordinates:

• Answers questions from other divisions, programs and peers regarding program delivery for agency continuity.

Coordinating the Work and Activities of Others:

• Coordinates with other agencies, divisions, units or departments to accomplish specific tasks or projects.

Assisting and Caring for Others:

• Provides emotional support to staff and clients for effective program delivery.

Performing Administrative Activities:

• Performs administrative tasks such as maintaining information files and processing paperwork to adhere to policy and regulations.

Staffing Organizational Units:

• Interviews and makes recommendations to select, hire and promote employees to meet and maintain staffing requirements.

Performing for or Working Directly with the Public:

• Answers clients and service organizations questions concerning DHS policy and procedures to maintain positive client and community relationships.

Communicating with Persons Outside Organization:

• Answers questions from clients regarding program delivery.
• Communicates with other governmental agencies and external sources by phone, fax and email to verify and interpret information and assist clients.
• Informs general public on policies for better program awareness.

Scheduling Work and Activities:

• Schedules work and meetings of staff for overall program efficiency.

Monitoring and Controlling Resources:

• Performs quality assurance monitoring of a specific program area to ensure compliance with policy and procedures.
• Monitors contractors for adherence to program policies and procedures to ensure appropriate service delivery.
• Gathers necessary background information to assist upper management in budget development for contracted work.
• Evaluates specific budget items to assure that funding is properly used and all records are accurate.
• Estimates funding needs based on current trends and expenditures for future budget proposals.

Competencies

Competencies:

• Problem Solving
• Time Management
• Written Communications
• Presentation Skills
• Customer Focus
• Learning on the Fly
• Peer Relationships

Knowledge:

• Customer and personal service
• Computer and electronics
• Law and Government
• Clerical
• Mathematics
• Administration and management
• Education and training

Skills:

• Critical thinking
• Writing
• Monitoring
• Time management
• Reading comprehension
• Complex problem solving
• Active Listening
• Speaking
• Active learning
• Coordination
• Service orientation
• Mathematics
• Learning Strategies
• Instructing
• Social perceptiveness
• Judgment and decision-making
• Quality control analysis
• Negotiation
• Persuasion

Abilities:

• Written comprehension
• Written expression
• Speech clarity
• Fluency of ideas
• Oral expression
• Oral comprehension
• Deductive reasoning
• Auditory attention
• Inductive reasoning
• Category flexibility
• Information ordering
• Selective attention
• Time sharing
• Speech recognition
• Mathematical reasoning
• Problem sensitivity
• Memorization
• Number facility
• Speed of closure
• Perceptual speed
• Originality
• Visualization

Tools & Equipment

• Telephone
• PC/laptop/docking station
• Fax Machine
• Multi-Functional Printer (MFP) with FOB
• Projector
• Telephone & Headset
• Basic Supplies (stapler, pens, pencils, hole puncher, etc.)
• Copy Machine
• Scanner