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Engagement Type : Contract
Location : Washington DC
Duration : 6 Months
Program Manager 8+ Years
Manage and develop functional requirements for a human services eligibility, enrollment and case management system call center
The District is looking for a highly technical resource to work in a team to develop requirements for a new call center that will interface with DC constituents looking to enroll in public benefits. The resource will use the existing requirements documents include a software RFP, ‘As is Business Processes’, electronic document management workflow and other documents to establish the fundamental requirements. Next the resource will hold workshops with District staff from Department of Human Services, Office of Unified Communication, Department of Health Care Finance and Office of the Chief Technology Officer to update any changes in the requirements and/or to add ones that had not been documented. Based on the information gathered the resource will work with other ITSA staff and requirements vendors to develop a short and long term implementation plan.
The call center will be eventually become part of the new consolidated health and human services eligibility, enrollment and case management system is replacing an existing Automated Client Eligibility Determination System (ACEDS) based on a mainframe application built in-house and a series of client tracking applications built on the Intuit QuickBase application platform. The new system will also be required to meet the mandates of the Affordable Care Act. This candidate for this position must poses in-depth knowledge of customer facing call center operations and the District Avaya standards.
Requirements Phase Responsibilities:
• Analyze and design new contact center business processes.
• Work with the business architect and other planners to assess current capabilities and identify high-level customer requirements.
• Identify and define detailed product requirements and use cases.
• Set up and maintain the Requirements Traceability Matrix (contact center components)
• Work with the project manager, architects, and other team members to define metrics and performance goals for the contact center application
Responsibilities for Other Phases:
• Participate in transitioning the requirements and use cases to the designers, and ensure a clear and complete understanding of the requirements.
• Assist in translating requirements and use cases into test conditions and expected results for product, performance, and user acceptance testing.
• Participate in quality management reviews, in particular, reviews of the designs, prototypes, and other requirements work products to ensure they fulfill the requirements.
• Serve as a liaison to the business community. Participate in a user and task analysis to maintain the business community's perspective.
• Serve as a resource for the human performance architects as they evaluate training and performance support needs and design the training and performance support products.
• Understand that client team members often fill this role. This role includes the business process experts involved in defining the business processes and performing any business process re-engineering required before the application is designed from a technical perspective
The functions that will be supported by the call center include:
27. Supplemental Nutrition Assistance Program (SNAP) also known as Food Stamps – provides monthly benefits to help eligible low-income households buy food. A part of this program also helps customers obtain and retain employment.
28. Refugee Cash and Medical Assistance – provides temporary cash and medical assistance to qualifying persons from foreign countries seeking a safe place of refuge.
29. Food Stamp Employment and Training Program – a program that provides time limited job search, job placement and employment advancement assistance to job ready food stamp participants.
30. Low Income Home Energy Assistance Program (LIHEAP) – helps low-income households meet their immediate home energy needs.
31. Temporary Assistance for Needy Families (TANF) – provides cash assistance to help heads-of-households meet the needs of children less than 19 years of age who live with their parents or a relative. Multiple services to help TANF customers obtain and retain employment are also provided as part of the TANF Employment Program.
32. TANF Employment Program – a suite of programs and services that provides job search, job readiness and educational assistance to TANF recipients so that they can obtain greater degrees of self-sufficiency.
33. Program on Work, Employment and Responsibility (POWER) – provides cash assistance to TANF eligible families who are unable to work due to temporary medical problems.
34. Eligibility Review and Investigation Division Investigative Control System (ERIDICS) - Tracks the status of investigation progress of TANF, SNAP and Medicaid fraud cases. This system is not accessible to the public and the program owner designates access and security levels.
35. DC Healthcare Alliance – provides healthcare options for very low-income individuals who are not eligible for Medicaid.
36. Interim Disability Assistance – provides cash assistance to adults with disabilities who are ineligible for TANF and who have applied for and are awaiting a determination of eligibility for Supplemental Security Income (SSI).
37. Disabilities Entitlement Application Program (DEAP) - Tracks the progress of applications for interim disability assistance.
38. General Assistance for Children – provides cash assistance to individuals caring for unrelated children whose parents and other relatives are absent from the household and who do not or cannot provide financial support for the care of the child.
39. Immigrant Children Health Care – provides health care assistance for children under certain FPL that do not qualify for Medicaid.
Background in case management and in systems related to all or any of the programs stated above is highly desired.
Candidate must have excellent verbal and written communication skills and be comfortable working alongside other vendors.
Ability to analyze and design contact center processes Required 5 Years 3 - Expert
Ability to understand the contact center operations and to map w/the req Required 3 Years 3 - Expert
Avaya CMS workflow experience Required 2 Years 2 - Proficient
Call Center process design experience including workflow and data flow Required 4 Years 3 - Expert
Call Center requirements gathering and documentation experience Required 8 Years 3 - Expert
Design and implementation of Customer Relations Management Systems Required 8 Years 3 - Expert
Develop test conditions & expected results based on the application reqs Required 5 Years 2 - Proficient
Dev product requirements based on input gathered from a variety of sources,
including analysis results and feedback from the user community Required 5 Years 3 - Expert
Exp conducting user design &review sessions & running stakeholder meetings Required 3 Years 3 - Expert
Experience with contact center operation functionality & industry best practices Required 3 Years 3 - Expert
Experience with social services and case management Required 2 Years 2 - Proficient
Review project deliverables for completeness, quality and compliance Required 3 Years 2 - Proficient
Visio business process modeling Required 2 Years 3 - Expert
Experience working within IRS NIST 1075 data safeguard policies & controls Desired 2 Years 2 - Proficient
Knowledge of Motorola CRM Desired 2 Years 2 – Proficient
To apply to above position forward your resumes to Robert(at)hireitpeople.com