Program Director, Child Welfare Services -Technology (CICC)

Georgia Department of Revenue•Albany, OR

About The Position

The Georgia Department of Human Services, Division of Family and Children Services (DFCS), is seeking a Program Director to provide 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 position may be located statewide based on the candidate’s location. The director ensures that technology and system functionality support CICC’s mission, child welfare practice, operational requirements, and statewide centralized CPS intake services. The role leads planning, development, implementation, evaluation, and continuous improvement of technology-supported programs and processes, and serves as the senior programmatic liaison between CICC leadership and technology partners. It translates child welfare policy, legislation, business requirements, and operational needs into technology and workflow solutions. The role leads cross-functional initiatives involving CICC operations, Information Technology, SHINES, automation, Field Operations, policy, training, vendors, and other stakeholders. It also directs and evaluates assigned technology and workflow staff, including the Field Program Specialist and Child Welfare Administrator, and administers associated budgets and resources. The position reports on priorities, risks, progress, and outcomes to executive leadership and stakeholders.

Requirements

Bachelor’s degree in a related area from an accredited college or university and two years of experience managing subordinate supervisors in a human service delivery program; or a related bachelor’s degree and two years of experience at the lower-level Child Welfare Services Administrator (SSP164) or an equivalent position.
The selected candidate may be subject to pre-employment drug screening, education verification, reference checks, motor vehicle records checks, and criminal background checks.
In the event of an identified emergency, the employee may be required to assist in meeting the department’s emergency responsibilities.

Nice To Haves

Experience or knowledge in social service programs, particularly the DFCS CPS Intake Communication Center.
Substantial experience conducting child protective services investigations, including special investigations.
At least three years of experience as a Field Program Specialist or Child Welfare Services Administrator; described as highly desirable.
Technical skills and knowledge of CICC operations at both micro and macro levels, including demonstrated knowledge and ability with SHINES, Platform 28, and other resources used to understand the infrastructure.
Broad understanding of technology theories and applications at a macro level in relation to a child-welfare-focused call center, including awareness of technology trends and the ability to balance IT opportunities with organizational business needs and client needs.

Responsibilities

Plan, direct, administer, and evaluate the technology program supporting CICC operations, including developing a strategy aligned with CICC and DFCS priorities.
Set technology priorities, oversee related program operations and resources, assess outcomes, and direct changes when initiatives do not achieve expected results.
Serve as the senior programmatic subject matter expert on CICC operations and supporting technology systems; analyze business requirements and translate them into system needs.
Assess system functionality and limitations, identify gaps, and develop business requirements for system enhancements and new capabilities, including SHINES functionality.
Lead automation and technology modernization initiatives, including oversight of CICC Bots and other automated processes, and establish appropriate governance, monitoring, exception handling, and contingency procedures.
Provide strategic oversight of CICC workflow architecture and technology-dependent business processes; direct workflow redesign and modernization and oversee day-to-day workflow management through assigned staff.
Lead or oversee technology projects affecting CICC, setting objectives, priorities, deliverables, timelines, and success measures; coordinate requirements, development, testing, implementation, and post-implementation evaluation.
Ensure user acceptance testing, risk mitigation, communication, training, documentation, and change management for significant system changes and implementations.
Evaluate the technological and operational effects of federal requirements, state legislation, DFCS policy, directives, and program changes; work with policy and program leadership to address impacts and gaps.
Direct use of operational and system data to evaluate effectiveness; establish performance measures and oversee reports, dashboards, and analytical tools to inform decisions and resource allocation.
Ensure technology-supported processes comply with applicable requirements and standards; identify technology and workflow risks, maintain documentation and safeguards, and establish continuity and exception processes.
Build and maintain working relationships with CICC leadership, DFCS Information Technology, SHINES stakeholders, Field Operations, policy, training, automation teams, vendors, and other partners; represent CICC in governance groups and workgroups.
Direct, supervise, and evaluate assigned technology and workflow staff; set expectations, identify training and development needs, and promote accountability, collaboration, innovation, and continuous improvement.
Develop and administer budgets and resources for assigned technology programs and initiatives; monitor expenditures and recommend resource, staffing, contract, and program needs.
Lead organizational change related to technology, systems, automation, and workflow initiatives; communicate operational impacts and coordinate implementation support with training and operational leadership.
Continuously evaluate CICC technology and business processes, research emerging technologies, and lead improvement initiatives to enhance service delivery, efficiency, accuracy, consistency, timeliness, and quality.
Perform other professional, administrative, managerial, and program responsibilities as assigned, and represent CICC and DFCS in meetings, workgroups, committees, and special projects.