Implementation Support Analyst - CARES

Cinnovx • Folsom, CA

1d • Onsite

About The Position

This role serves as a crucial point of contact for Los Angeles County social workers during the implementation of the CARES system. The analyst will be responsible for triaging and categorizing user-reported issues, distinguishing between system defects, user errors, and training gaps. They will log, track, and escalate system defects to the technical team, while also providing direct guidance and coaching to users for non-defect related issues. The position involves identifying issue patterns to inform system fixes and training updates, conducting on-site support visits, and maintaining detailed documentation. Collaboration with project leadership, county liaisons, and vendors is essential for timely issue resolution. The analyst will also contribute to the creation of support materials like quick-reference guides and FAQs to enhance user adoption.

Requirements

• Solid understanding of California child welfare policy, program structure, and social worker workflows (e.g., referrals, investigations, case management, court documentation).
• Prior hands-on experience with child welfare case management systems (CWS/CMS, CCWIS-compliant systems, or comparable statewide platforms).
• Demonstrated ability to quickly diagnose and classify system issues, distinguish defect types, and make sound routing decisions under pressure.
• Ability to communicate technical findings clearly to non-technical end users, as well as summarize and escalate issues effectively to project leadership.
• Prior experience supporting a government system implementation, go-live, or ERP/case management rollout in a support or analyst capacity.
• Proficiency in documenting issues, writing clear summaries, and maintaining issue logs in a structured format.
• Ability to travel to Los Angeles County district offices as required throughout the engagement period.

Nice To Haves

• Direct experience with CARES or familiarity with the CARES system modernization initiative.
• Prior work experience at or with Los Angeles County DCFS or a California county child welfare agency.
• Background as a social worker, eligibility worker, or program specialist in a California county child welfare or social services department.
• Experience with help desk ticketing systems (e.g., ServiceNow, Jira, Zendesk) and issue management workflows.
• Bilingual in Spanish — preferred given LA County's service population.
• Bachelor's degree in Social Work, Public Administration, Information Systems, or a related field.

Responsibilities

• Serve as a point of contact for Los Angeles County social workers experiencing issues with the CARES system during implementation.
• Triage and categorize issues reported by users — distinguishing between CARES system defects, user errors, and training gaps.
• Log, track, and escalate confirmed system defects to the CWDS technical team using established ticketing and issue management protocols.
• Deliver on-the-spot guidance and workflow coaching to social workers for issues classified as user-driven or training-related.
• Identify patterns in reported issues and communicate trends to the CWDS implementation team to inform system fixes and training curriculum updates.
• Conduct on-site support visits to Los Angeles County district offices to provide hands-on assistance to frontline staff.
• Maintain detailed documentation of reported issues, resolutions, and user feedback for post-implementation review.
• Collaborate with CWDS project leadership, county liaisons, and system vendor representatives to coordinate timely issue resolution.
• Contribute to the development of quick-reference guides, FAQs, and job aids to support user adoption and reduce repeat support requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level