Organizational Effectiveness Process Coordinator – Human Services

About the role

The Organizational Effectiveness (OE) Process Coordinator works under the direction of the OE Manager to implement process and change management initiatives; design feedback loops; produce and distribute multi-channel communications; administer knowledge management platforms and provide systems support. This business-critical role bridges technical systems with human capital to ensure the BCSS department meets local, state, and federal benchmarks while delivering a seamless experience for internal and external customers.

Responsibilities

• Process Improvement & Change Management: Apply Lean/Six Sigma, Kaizen, and Prosci ADKAR frameworks to streamline workflows, eliminate process waste, write standard operating procedures (SOPs), and champion team adoption during operational pivots.
• Strategic Communications & Data Translation: Draft multi-channel internal/external messaging, manage public-facing Department of Human Services (DHS) webpages, and translate complex state/federal public assistance rules into accessible, engaging content.
• Knowledge Management & Tech Curation: Administer internal knowledge management platforms, including building and testing next-generation AI synthesis tools (like NotebookLM) to organize disparate state and federal policies.
• Customer Service Standards & Feedback: Design, deploy, and analyze internal and external sentiment surveys (e.g., Pulse and OneDHS surveys) to benchmark and monitor quality workflows against state and federal standards.
• Internal Platform Support: Act as the first-line internal subject matter expert for everyday digital collaboration tools (Google Workspace, AppSheets, Kanbanchi, Canva) while building an understanding of core state eligibility systems (CBMS/HS Connects).

Qualifications

• Experience: At least 3 years of experience executing organizational effectiveness, process improvement, or change management methodologies, or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Experience in the government sector or public assistance programs is highly preferred.
• Education: Associate’s degree in Public Administration, Business, Behavioral Science, or a related field (a Bachelor’s degree may substitute for 2 years of experience).
• Certifications (Preferred): Lean Six Sigma certification (Green Belt or higher) and/or Prosci ADKAR certification is strongly preferred.
• Technical & Analytical Skills: Advanced proficiency in digital collaboration software, experience with data tables, and a proven ability to visualize workflows via process/value-stream mapping.
• Communication & Critical Thinking: Strong technical writing and storytelling skills, with the ability to interpret abstract rules and maintain a culturally competent, empathetic approach when gathering feedback from diverse stakeholders.
• Licensure: A valid driver’s license with the ability to travel occasionally to various DHS locations across Eagle County. Bilingual (English/Spanish) skills are a plus.

Benefits

• Comprehensive and low-cost medical, dental, and vision insurance (as low as $85/month for employee only)
• Wellness program where you can earn cash or extra days off
• 15 paid holidays
• Paid time off (starting at 12 days) and additional medical leave
• Paid volunteer hours
• 8% (dollar-for-dollar match) retirement plan
• Free classes at Colorado Mountain College
• Eagle County University classes (internal training)
• Tuition reimbursement programs
• Bilingual Pay Incentive
• Free bus pass and more