Technical Assistance Coordinator

Arbor Research•Ann Arbor, MI

About The Position

Arbor Research is seeking a Technical Assistance Coordinator to provide front-line and intermediate-level technical assistance to program participants and stakeholders. This role involves managing technical assistance requests across various channels, ensuring timely and accurate resolutions, and escalating complex issues as needed. The coordinator will also support government-led review processes, utilize risk assessment tools, and assist users with data submission and system navigation. Collaboration with internal teams to identify recurring issues and contribute to documentation is key. The position requires participation in quality management activities to support continuous improvement.

Requirements

Bachelor’s degree (or international equivalent) with at least five (5) years of relevant experience, or an equivalent combination of education and experience
Experience providing technical assistance, customer support, or program operations support
Strong communication and problem-solving skills with attention to detail
Ability to manage multiple requests and prioritize effectively in a fast-paced environment
Experience documenting processes and maintaining accurate records

Nice To Haves

Experience supporting federal or government programs
Familiarity with case management or service platforms
Experience contributing to SOPs, training materials, or knowledge management resources
Background in health, public health, or related fields

Responsibilities

Provide front-line and intermediate-level technical assistance to program participants and stakeholders across designated service channels (e.g., service platform, email, virtual meetings, limited phone support).
Triage, document, track, and resolve technical assistance requests through full case closure, escalating complex or unique issues to designated subject matter experts (SMEs) as needed.
Ensure timely, accurate, and high-quality responses while adhering to established service standards and protocols.
Maintain flexibility to support surge capacity and fluctuations in workload due to policy updates, system changes, or program initiatives.
Conduct data and performance reviews, as applicable, to support technical assistance delivery and help users interpret outputs and improve performance.
Provide administrative and technical support for government-led review processes, including application reviews, eligibility screening, and documentation preparation under direction.
Utilize risk assessment tools and reports to identify potential compliance or performance issues and provide targeted support or appropriate escalation.
Support users with data submission and system navigation as tools, processes, and requirements evolve.
Collaborate with program, technical, and content teams to identify recurring issues, content gaps, and opportunities for process improvement.
Contribute to the development and maintenance of technical documentation, standard operating procedures (SOPs), and internal knowledge resources.
Ensure all interactions, actions, and outcomes are accurately documented in accordance with reporting, quality control, and record retention requirements.
Participate in quality management activities, including case reviews, audits, and customer satisfaction initiatives, to support continuous improvement.