PROGRAM PROJECT SPECIALIST 2

About the role

The PROGRAM PROJECT SPECIALIST 2 role is integral to delivering confidential and impartial issue resolution across multiple social service programs. Reporting to the Ombudsman, this position manages client inquiries, ensures proper case routing and follow-up, and supports organizational efficiency through procedure development. The role contributes to transparent and equitable outcomes by overseeing case progress and communicating trends to leadership.

Responsibilities

• Process confidential client concerns received via multiple communication channels.
• Assign and route cases to appropriate division advocates using Salesforce.
• Monitor case progress and review advocate responses for quality and completeness.
• Close cases upon completion, ensuring fair resolution.
• Develop, implement, and evaluate standard work procedures to enhance workflow and productivity.
• Communicate with clients to collect detailed information for case resolution.
• Report trends, issues, and concerns to the Assistant Ombudsman.
• Recommend training materials for internal staff and community stakeholders.

Requirements

• Knowledge of informal dispute resolution principles including confidentiality and neutrality.
• Familiarity with social service programs, administrative structures, and policies.
• Experience with case management systems and Salesforce.
• Skills in evaluating complex client inquiries and gathering essential information.
• Ability to document clear and objective case summaries.
• Strong analytical and interpersonal skills sensitive to diverse populations.
• Capacity to remain neutral and handle sensitive information with integrity.
• Effective communication and collaborative abilities.

Qualifications

• Education equivalent to an associate’s degree or relevant work experience.
• Minimum three years of administrative experience at or above a specified level.
• Experience in liaison or advocate roles preferred.

Benefits

• Medical insurance.
• Dental insurance.
• 401(k) retirement plan.

Pay

Salary range: $36,778.77 to $51,393.00 annually.