Program Director, Child Welfare Services -Technology (CICC)

Family and Children Services, Division of•Albany, NY

About The Position

The Georgia Department of Human Services, Division of Family and Children Services, 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 is located statewide based on the candidate’s location and supports the CICC mission, child welfare practice, operational requirements, and statewide delivery of centralized CPS intake services. The director translates child welfare policy, legislation, business requirements, and operational needs into technology and workflow solutions, serving as a senior programmatic liaison between CICC leadership and technology partners. The role oversees technology planning and implementation, system requirements, automation, workflow design, projects, data and program evaluation, compliance and continuity, stakeholder relationships, staff, budgets, change management, and continuous improvement. It 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. The position is listed with a compensation detail of $80,000.00 and a day shift. The employer describes a benefits package that includes training opportunities, retirement plans, paid holidays, leave, insurance coverage, employee discounts, and possible telework depending on the position.

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
Bachelor’s degree in a related area from an accredited college or university and two years of experience at the lower-level Child Welfare Services Administrator (SSP164) or an equivalent position.

Nice To Haves

Experience or knowledge in social service programs, specifically the DFCS CPS Intake Communication Center.
Strong work 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.
Technical skills and knowledge of CICC operations at both micro and macro levels, including demonstrated knowledge and ability using SHINES, Platform 28, and other resources.
Broad understanding of technology theories and applications at a macro level as they relate to operating a child welfare-focused call center.
Understanding of emerging technology trends and the ability to assess potential benefits while balancing IT, organizational business, and client needs.

Responsibilities

Plan, direct, administer, and evaluate the technology program supporting CICC operations, and maintain a technology strategy aligned with CICC and DFCS priorities.
Set technology priorities based on operational needs, child welfare requirements, risk, efficiency, data integrity, and service delivery; evaluate initiatives and direct changes when outcomes are not achieved.
Analyze CICC operational and business requirements and translate them into system and technology needs; identify functionality gaps and develop requirements for system enhancements and new functionality.
Provide programmatic direction regarding SHINES and other systems supporting CICC intake operations.
Direct automation initiatives, including the development, implementation, monitoring, and evaluation of CICC Bots and other automated processes; establish governance, monitoring, exception handling, and contingency processes.
Oversee CICC workflow architecture and technology-dependent business processes, including major workflow redesign and modernization; assess efficiency, duplication, manual intervention, policy alignment, and operational impact.
Lead or provide program-level oversight for technology projects, establishing objectives, priorities, deliverables, timelines, and success measures; coordinate requirements gathering, development, testing, implementation, and evaluation.
Ensure significant system changes receive appropriate user acceptance testing and that implementation risks, communication, training, documentation, and change management are addressed.
Evaluate the technology and operational impact of federal requirements, state legislation, DFCS policy, directives, and program changes; work with policy and program leaders on system and workflow implications.
Use operational and system data to evaluate technology and workflow effectiveness; establish performance measures and oversee reports, dashboards, and analytical tools.
Ensure technology-supported processes comply with applicable requirements and standards; identify risks, establish contingencies, document processes, and direct resolution of recurring system and workflow issues.
Maintain 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, including providing direction to the Field Program Specialist and Administrator; identify staff training and professional development needs.
Develop and administer budgets and resources for assigned technology programs and initiatives; monitor expenditures and recommend resources, staffing, contracts, and other program needs.
Lead organizational change for technology, system, automation, and workflow initiatives; coordinate adoption support and communicate priorities, risks, progress, and outcomes.
Continuously evaluate CICC technology and business processes, research emerging technologies, and lead improvement initiatives to enhance service delivery.
Perform other assigned professional, administrative, managerial, and program responsibilities and represent CICC and DFCS in meetings, workgroups, committees, and special projects.