Program Specialist

Description:

A Safe at Home Program Specialist supports the essential and meaningful work of an address confidentiality program administered by the Secretary of State's office. This is a mid-level administrative and project support position with a diverse set of daily tasks. The Program Specialist reports directly to the Program Manager, but exercises independent judgment and initiative in performing assigned responsibilities. This role is a unique composite of administrative program functions, customer service to crime victims, and interaction with external agencies and partners.

Job Functions and General Responsibilities:

• Respond to telephone and email inquiries by addressing a wide array of requests and questions pertaining to the program.
• Apply a working knowledge of trauma-informed customer service practices.
• Sort and prepare participant mail for forwarding; review legal mail and service of process for time-critical deadlines; contact participants as needed.
• Investigate mail delivery issues; follow up with participants to facilitate resolutions.
• Support regular communication with program participants to include new participant guidance, program updates, and time-sensitive notices.
• Process participant applications, cancellations, renewals, and reinstatements for Program Manager's approval.
• Maintain accurate updates and notes in the program software.
• Communicate with external agencies to support successful experiences for mutual clients.
• Respond to requests for Safe at Home presentations and outreach materials.
• Coordinate Safe at Home training for outside agencies; manage attendee registration.
• Process new Application Assistant agreements and certificates; update agency records as needed.
• Support regular communication with Application Assistants to include program updates, renewal notices, and technical support for online processes.
• Apply a working knowledge of program procedures and Missouri statutes as they relate to assigned program duties.
• Assist in the documentation of procedures, policies, and program statistics.
• Use a computer and software, including Windows, Microsoft Office, and internal database application; operate basic office equipment.
• Assist with special projects and other duties as requested.

Knowledge, Skills, and Abilities:

• Ability to maintain strict confidentiality of all potential, current, and past participants.
• Significant experience providing customer service or support via telephone.
• Excellent organizational skills, specifically sorting and alphabetizing.
• Excellent communication skills (both oral and written skills required).
• Ability to establish and maintain effective working relationships with peers, external agencies, and the public.
• Excellent time-management skills.
• Knowledge of the methods and means of collecting and evaluating information.
• Knowledge of federal and state laws, rules, regulations, and programs pertaining to victim services preferred.
• Knowledge of domestic violence, sexual assault, and trauma issues preferred.

Education and Experience:

• A Bachelor's degree from an accredited college or university with coursework in the following: Social Work, Human Services, Criminal Justice, Psychology, Sociology, Counseling, Family and Child Development, Education, or a closely related field, OR
• Four or more years of administrative support or victim services experience.

The above job description in no way implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department.