Social Science Program Specialist (Workflow Coordinator)

The Crisis Operations Workflow Coordinator (WFC) provides technical expertise as a senior advisor to co-workers for VCL day-to-day operations. The WFC provides the first line of consultation to Crisis Responders and Social Services Assistants. The major duties of this position include but are not limited to: Monitors communication from across contact platforms (phone, chat, text). Recommends or informs management if changes to existing policies/procedures, knowledge base, standard work, training, or tracking mechanisms are needed. Monitors unplanned staff absences and adjusts coverage as needed. Provides first line consultation to Responders/SSA's who encounter one-of-a kind or unfamiliar situations. Relays information on unplanned changes and reports to supervisor/manager. Provides technical expertise on wide range of issues and situations encountered in day-to-day operations. Initiates and carries out contingency and emergency procedures when needed. Utilizes a variety of specialized software applications to collect and record data/information. Troubleshoots new and existing procedures and application. Performs other duties as assigned by leadership. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Compressed/Flexible: Not authorized Remote: This is a remote position. Position Description/PD#: Social Science Program Specialist (Workflow Coordinator)/PD08437A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not authorized Permanent Change of Station (PCS): Not authorized