Program Director, Child Welfare Services -Technology (CICC)

State of Georgia · Albany · $80,000 (stated in the posting)

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Stronger Families for a Stronger Georgia. The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.

Start your career in public service. The Georgia Department of Human Services (DHS), Division of Family and Children Services (DFCS) is seeking candidates for the position of Program Director, Child Welfare Services -Technology Child Protective Services Intake Communication Center (CICC). Positions are located statewide based on location of candidate.

What we offer. Enjoy a generous benefits package that includes unique training opportunities, employee retirement plan: 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long/short-term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position(s).

JOIN OUR TEAM!!!

Job Description: Provides strategic leadership and program administration for technology, systems, automation, workflow modernization, and technology-supported business processes within the Child Protective Services Intake Communication Center (CICC).

The incumbent is responsible for ensuring that technology and system functionality effectively support the CICC mission, child welfare practice, operational requirements, and statewide delivery of centralized CPS intake services. Directs the planning, development, implementation, evaluation, and continuous improvement of technology-supported programs and processes.

The Technology Program Director serves as the senior programmatic liaison between CICC leadership and technology partners and provides leadership in translating child welfare policy, legislation, business requirements, and operational needs into effective technology and workflow solutions.

The incumbent provides direction to technology and workflow staff, including the Field Program Specialist and Child Welfare Administrator, and leads cross-functional initiatives involving CICC operations, Information Technology, SHINES, automation, Field Operations, policy, training, vendors, and other stakeholders.

Primary Duties & Responsibilities:
Technology Program Administration

• Plans, directs, administers, and evaluates the technology program supporting CICC operations.
• Develops and maintains a comprehensive technology strategy aligned with CICC and DFCS priorities.
• Establishes technology priorities based on operational needs, child welfare requirements, risk, efficiency, data integrity, and service delivery.
• Ensures technology-supported programs and processes are designed to meet established program outcomes.
• Evaluates the effectiveness of technology initiatives and directs modifications when expected outcomes are not achieved.
• Provides leadership and oversight for technology-related program operations, projects, resources, and priorities.

Systems and Business Requirements

• Serves as the senior programmatic subject matter expert regarding CICC operations and the technology systems supporting centralized intake.
• Analyzes complex operational and business requirements and translates those requirements into system and technology needs.
• Evaluates existing system functionality and identifies gaps between system capabilities and CICC business requirements.
• Provides programmatic direction regarding SHINES functionality and other systems supporting CICC intake operations.
• Identifies system limitations that affect intake processing, workload distribution, documentation, data integrity, reporting, or communication with Field Operations.
• Develops and communicates business requirements for system enhancements and new functionality.
• Ensures proposed technology solutions address the underlying business need and are consistent with approved policy and practice.

Automation and Technology Modernization

• Provides strategic direction for automation initiatives designed to improve the efficiency, accuracy, timeliness, and consistency of CICC operations.
• Oversees the development, implementation, monitoring, and evaluation of CICC Bots and other automated processes.
• Identifies opportunities to automate repetitive, manual, or error-prone processes.
• Establishes priorities for automation based on operational impact, feasibility, risk, and available resources.
• Ensures appropriate governance, monitoring, exception handling, and contingency processes are established for automated systems.
• Leads technology modernization initiatives designed to reduce manual processes and improve the delivery of centralized intake services.
• Evaluates emerging technologies and recommends appropriate applications within CICC.

Workflow and Business Process Modernization

• Provides strategic oversight of CICC workflow architecture and technology-dependent business processes.
• Ensures workflow design supports policy requirements, operational needs, system capabilities, and downstream Field Operations processes.
• Directs major workflow redesign and modernization initiatives.
• Ensures processes are evaluated for efficiency, duplication, unnecessary manual intervention, and opportunities for automation.
• Provides oversight and direction to the Field Program Specialist responsible for day-to-day workflow management.
• Provides oversight and direction to the Child Welfare Administrator 
• Reviews significant workflow changes to determine their operational and technological impact.
• Ensures sustainable solutions are developed for recurring workflow and system issues.

Technology Projects and Implementations

• Leads and/or provides program-level oversight for technology projects affecting CICC.
• Establishes project objectives, priorities, deliverables, timelines, and measures of success.
• Coordinates requirements gathering, development, testing, implementation, and post-implementation evaluation.
• Ensures appropriate user acceptance testing is conducted prior to implementation of significant system changes.
• Evaluates proposed solutions and determines whether they meet identified business requirements.
• Identifies implementation risks and develops mitigation strategies.
• Provides leadership during major system implementations, enhancements, upgrades, and transitions.
• Ensures appropriate communication, training, documentation, and change management accompany technology implementations.

Policy, Legislative, and Program Alignment

• Evaluates the technological and operational impact of federal requirements, state legislation, DFCS policy, directives, and programmatic changes.
• Works with policy and program leadership to determine how new requirements should be reflected in CICC systems and workflows.
• Identifies conflicts or gaps between policy requirements, system functionality, and operational practice.
• Develops recommendations for addressing technology-related barriers to policy implementation.
• Participates in policy and program planning when changes have significant technology or workflow implications.
• Ensures technology considerations are incorporated into CICC program planning and implementation.

Data, Reporting, and Program Evaluation

• Directs the use of operational and system data to evaluate technology and workflow effectiveness.
• Establishes performance measures for technology initiatives, automation, workflow efficiency, system reliability, and program outcomes.
• Analyzes system and operational trends to identify opportunities for improvement.
• Oversees development of reports, dashboards, and analytical tools supporting technology and operational decision-making.
• Evaluates the effectiveness and return on investment of technology initiatives.
• Uses data to inform technology priorities and resource allocation.

Compliance, Risk, and Continuity

• Ensures technology-supported CICC processes comply with applicable federal and state requirements, DFCS policy, and established program standards.
• Identifies risks associated with system limitations, automation failures, workflow design, data integrity, and technology changes.
• Establishes appropriate contingency and exception processes for technology or workflow disruptions.
• Ensures technology-related processes are appropriately documented and maintained.
• Monitors recurring system and workflow issues and directs efforts toward permanent resolution.
• Ensures appropriate safeguards are considered when implementing technology solutions affecting child welfare information.

Stakeholder and Interagency Relationships

• Establishes and maintains effective working relationships with CICC leadership, DFCS Information Technology, SHINES stakeholders, Field Operations, policy, training, automation teams, vendors, and other partners.
• Represents CICC in technology governance groups, modernization initiatives, system development projects, and statewide workgroups.
• Advocates for CICC operational and child welfare needs in technology planning and development.
• Facilitates communication between technical and programmatic stakeholders.
• Resolves complex issues involving technology, policy, workflow, and operational requirements.

Staff Leadership and Development

• Directs, supervises, and evaluates assigned technology and workflow staff.
• Provides direction to the Field Program Specialist and Administrator to establish priorities and expectations for technology-supported workflow functions.
• Ensures staff possess the knowledge and skills necessary to perform technology, workflow, business analysis, and program support responsibilities.
• Identifies professional development and training needs.
• Promotes accountability, innovation, collaboration, and continuous improvement.

Budget and Resource Administration

• Develops and administers budgets and resources associated with assigned technology programs and initiatives.
• Evaluates resource requirements for technology projects, automation, system enhancements, and program modernization.
• Monitors expenditures and resource utilization to ensure alignment with approved priorities.
• Makes recommendations regarding technology resources, staffing, contracts, and other program needs.

Change Management and Communication

• Leads organizational change associated with major technology, system, automation, and workflow initiatives.
• Ensures CICC leadership and employees understand the operational impact of technology changes.
• Coordinates with training and operational leadership to support successful implementation and adoption.
• Ensures appropriate procedures, job aids, training materials, and communication are developed.
• Communicates program priorities, technology initiatives, risks, progress, and outcomes to executive leadership and stakeholders.

Program Improvement and Innovation

• Continuously evaluates CICC technology and business processes to identify opportunities for improved service delivery.
• Promotes innovation and the responsible use of technology to improve centralized intake.
• Researches emerging technologies and evaluates potential applications within CICC.
• Leads initiatives designed to improve efficiency, accuracy, consistency, timeliness, and quality.
• Establishes mechanisms for evaluating lessons learned and incorporating improvements into future initiatives.

Other Responsibilities

• Performs other professional, administrative, managerial, and program responsibilities as assigned.
• Represents CICC and DFCS in internal and external meetings, workgroups, committees, and special projects as assigned.

Preferred Qualifications: Preference will be given to candidates who, in addition to meeting the minimum qualifications, demonstrate some or all of the following skills/experience:

• Experience/Knowledge in all social service programs, specifically with CPS Intake Communication Center, of the Division of Family and Children Services.
• Strong work experience conducting child protective services investigations, to include special investigations.
• Minimum of 3 years’ Experience as a Field Program Specialist or Child Welfare Services Administrator (highly desirable).
• Preferred candidate will possess technical skills and knowledge of how CICC operates at both a micro and macro level as well as demonstrated knowledge, skills and ability using various platforms including SHINES, Platform 28 other resources in order to understand what is going on within the infrastructure.
• Preferred candidate must possess a broad understanding of tech theories and applications from a macro-level that aligns with the operation of a child welfare focused call center. It is also important to understand new trends and shifts in technology, considering what may benefit the IT department while balancing the organization’s business needs and the needs of clients served. 

Additional Information:

For more detailed information about the Georgia Department Human Services visit https://dhs.georgia.gov

Employment Information

Current State employees are subject to State Personnel Board (SPB) Rules regarding salary.

DHS is an Equal Opportunity Employer

If you require accommodations under the Americans with Disabilities Act (ADA), email the request by the closing date of this announcement to: hrhelpline@dhs.ga.gov.

The candidate selected for this position may be subject to pre-employment drug screening, education verification, reference, motor vehicle records, and criminal background checks.

DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc.

As an employee of DHS, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring official for next steps in the selection process. Only applicants who are selected and interviewed will receive notification.

This position is subject to close at any time once a satisfactory applicant pool has been identified.

Minimum Qualifications:

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department. 

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