Job Specification Details

This position performs developmental, administrative, coordinating and monitoring work for the Office of Child Support (OCS) to establish performance improvement and change management systems and processes in alignment with the OCS strategic plan. Duties include monitoring existing performance measures, identifying new organizational measures, development of monitoring systems to evaluate performance, utilization of the OCS Data Warehouse including software tools used to operate the warehouse, analyze data and perform data preparation needs for OCS. Duties also include statistical analysis, data testing, supporting the design, development, delivery and management of communications, and working with managers and supervisors to meet their performance goals through project, process, and change management activities. Duties are performed under the general direction of a Deputy Director.

All employees of the Agency of Human Services perform their respective functions adhering to four key practices: customer service, holistic service, strengths-based relationships and results orientation. Work is performed under the direction of an administrative supervisor.

Collaborates with OCS management staff and supervisors to plan and lead the performance and quality programs at OCS. Utilizes performance improvement tools to streamline OCS processes, improve customer service and enhance OCS efficiency and effectiveness. Using the OCS Data Warehouse, or other means, ensures performance, accountability and data quality assessments are regularly completed and comprehensively reported to management. Advises and collaborates with management to develop and implement quality/performance measures in OCS. Identifies gaps and implements quality initiatives to ensure continuous quality improvement in alignment with the OCS Strategic Plan. Monitors OCS performance indicators and identifies best practices for performance areas and offers assistance to supervisors in meeting their specific measures. Collaborates with national and state entities on various quality and performance focused workgroups or activities. Seeks diverse funding opportunities to participate in state-wide and national performance and quality initiatives. Perform regular data compilation and statistical analysis activities throughout the year as required. Some performance recommendations may result in projects that may require project management. Participation in process improvement activities is required and may provide project support. Performs related duties as required.

Duties are typically performed in a standard office setting. Some travel is required for which private means of transportation should be available. Incumbents may need to work evenings or weekends and speak before public groups.

Considerable knowledge of the principles of program planning, evaluation and performance improvement.

Considerable knowledge of administrative and management principles, practices and procedures.

Considerable knowledge of data and statistical analysis.

Working knowledge of OCS management practice, policy, programs, initiatives and functions.

Working knowledge of quality initiatives and methodologies, such as: Results-based accountability, Lean, Six sigma, and Prosci Change Management.

Knowledge of child support infrastructure and policy issues.

Knowledge of databases to track performance.

Knowledge of data warehousing.

Ability to train staff in various quality improvement and performance improvement methodologies.

Ability to engage local, regional and national partners in dialog to foster improved organizational performances.

Skill in leadership and multi-stakeholder consensus building.

Ability to communicate effectively, both orally and in writing.

Ability to establish and maintain effective working relationships.

Bachelor's degree AND three (3) years or more of progressively responsible experience in management, quality/performance improvement and strategic planning.

Bachelor's degree in public administration, data and information, economics, business or related field.

Candidates must pass any level of background investigation applicable to the position. In accordance with AHS Policy 4.02, Hiring Standards, Vermont and/or national criminal record checks, as well as DMV and adult and child abuse registry checks, as appropriate to the position under recruitment, will be conducted on candidates, with the extension of those who are current classified State employees seeking transfer, promotion or demotion into and AHS classified position or are persons exercising re-employment (RIF) rights.