Program Support Analyst
About The Position
Home of Guiding Hands is seeking a Program Support Analyst to join their Respite Services team. This is a people-focused program support role, not an IT or technical analyst position. It combines customer service, client intake, administrative support, staff/client coordination, data tracking, and problem-solving. The role involves working closely with families, respite staff, case workers, and program leadership to ensure clients receive necessary services and support. Responsibilities include answering calls and emails, completing client intakes, matching respite workers with clients, processing records, reviewing timesheets, and tracking program information using Excel. Respite services provide support to individuals with intellectual and developmental disabilities, offering a break to their regular caregivers. This position works behind the scenes to coordinate services, support families and staff, and ensure the program runs smoothly.
Requirements
- Associate degree in General Studies, Communications, Business Administration, or a related field
- At least 1 year of customer service experience
- Bilingual English/Spanish required
- Strong working knowledge of Microsoft Excel, Outlook, and Word
- Comfortable learning and using databases and other software platforms
- Strong organization and attention to detail
- Good analytical and problem-solving skills
- Strong written and verbal communication
- Ability to work independently and use good judgment
- Valid California driver's license, safe driving record, and at least 2 years of licensed driving experience
- Current auto insurance
Nice To Haves
- Social services experience is a plus
- Salesforce and Paycom experience is a plus
Responsibilities
- Answer calls and emails from clients, families, employees, and case workers
- Provide excellent customer service and help resolve questions or concerns
- Complete new client intakes
- Match clients with appropriate respite staff
- Process records and maintain accurate information in the respite database
- Assist with employee applications and interviews
- Process and review employee timesheets
- Monitor authorized client service hours and employee compliance
- Help train employees on timekeeping, client hours, care expectations, and technology
- Generate reports and organize information using Microsoft Excel
- Review data to identify areas that need follow-up
- Look for ways to improve processes within the Respite program
- Participate in community outreach to share information about HGH services and employment opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
