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County Support Liaison
Ref No.: 18-24540
Location: Durham, North Carolina
Title: County Support Liaison (574229) –
Location:Durham NC
Duration: 12 Months


Job Descrption:
Client requires the services of a County Support Liaison to assist county  users with production system navigation and support.
This role is an Readiness Liaison to provide on-site support for county department of social services users as they learn the Case Management System. This position uses knowledge of functionality, as well as understanding of how counties provide delivery of services to guide new users in correct navigation and submission of case data in the system. This role uses excellent written and verbal skills to effectively coach and communicate information as well as to escalate issues to management as they arise. This role may coordinate with other  business team and project team members to troubleshoot, replicate and report errors and/or unexpected outcomes within the system. The County Support Liaison acts as an integral part of Readiness and Implementation Support initiatives to facilitate meetings, conferences, and other activities to advocate for and foster effective communication, and maintain communication with state and county staff to clarify statutory, policy and procedures concerns impacting or related to one or more program areas.  Extensive statewide travel is required up to 70% of the time. Work hours may occasionally include evenings and weekends.

Please Note:  Extensive statewide travel is required up to 70% of the time. Work hours may occasionally include evenings and weekends.  Details regarding expenses included below.**
Expense Information:
Travel expenses are reimbursed using the state’s protocol for submitting expenses after travel. Per diem is paid directly to the contractor, most hotel expenses are direct billed to the state resulting in no out of pocket for the contractor. The contractor will, at the direction of management, either ride with an employee driving a state car or drive their personal vehicle and be reimbursed mileage after travel.

Required Skiils:
  • Experience effectively troubleshooting end-user issues in browser-based applications.
  • Experience researching, analyzing and interpreting automated system problems.
  • Experience providing detailed feedback (written and verbal) on technical issues to end-users, management and stakeholders.
  • Broad knowledge of social services/pubic service agencies with technical or direct experience within an organization.
  • Experience with in-person customer service in which research and timely responses are critical
  • Experience navigating complex, rules based systems to identify and resolve user errors, mitigating the need to submit Help Desk tickets.
  • Experience providing detailed guidance to end-users, referring them to published resourced designed to improve work flow and productivity.
  • Extensive statewide travel is required up to 70% of the time. Work hours may occasionally include evenings and weekends
  • Position requires statewide travel. Valid Driver's License and reliable transportation required.