CHIEF OFFICE OF SPECIAL PROJECTS

at  State of Rhode Island

CLASS DEFINITION

GENERAL STATEMENT OF DUTIES: Within the Department of Health to be responsible for prompt departmental responsiveness to new health needs, mandates and opportunities for improved health services in Rhode Island; and to be responsible for the development of plans for the expansion, modification or elimination of current programs, in view of changing health needs, legislative revisions, federal initiatives, the availability of state and federal funds, and technological advances in the field of health; and to do related work as required.
SUPERVISION RECEIVED: Works under the direction of a superior with considerable latitude for the exercise of independent judgement; work is reviewed through consultation and review of submitted reports for conformance to laws, rules, regulations and departmental policies.
SUPERVISION EXERCISED: As required, supervises, coordinates, and reviews the work of a professional and clerical staff assigned to assist.

REQUIRED QUALIFICATIONS FOR APPOINTMENT

KNOWLEDGES, SKILLS AND CAPACITIES: A thorough knowledge of the principles, practices and techniques of program planning and development as it relates to the implementation of a variety of departmental programs and in terms of statewide and community needs and the ability to establish standards, policies, and administrative controls for such programs; a working knowledge of federal, state and community resources and legislation and their interrelationships, and the ability to apply such knowledge in the identification of the population to be served, needs and priorities, resources available, planning and implementation of the programs, and evaluation; the ability to act as a liaison between the Associate Director for Planning and Resource Development and his division heads in coordinating all planning and programs and for the department with local governments and community groups in order to coordinate programs, gain their assistance or assist them in initiating, developing and implementing projects; the ability to coordinate current and proposed programs with other state departments where their cooperation is necessary; the ability to evaluate existing programs and to develop plans for their expansion, modification, or elimination; the ability to establish and maintain effective working relationships with department officials, professional people, voluntary agencies, community representatives, other state and local agencies and the public; and related capacities and abilities.

EDUCATION AND EXPERIENCE:

Education: Such as may have been gained through: possession of a Master’s Degree in Public Health, Public Administration, Medical Care Administration or a closely related social science; and
Experience: Such as may have been gained through: employment in a responsible capacity involving program development in a field of health or medical services.
Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.

• Managing the flow of system-related questions arising from both individual application incidents to problems impacting larger populations – consulting with other subject matter experts, including Functional Design Lead and Policy Analyst, when needed, and tracking all items to memorialize the answers for reference in the future.
• Working with Contact Center vendor and Navigator Program Administrator to develop and support role out of new training modules and initiatives.
• Translating system documentation from IT vendor, including release notes and other release related documents into call center facing materials to better support customer service team.
• Ownership for building and maintaining the internal Knowledge Base.
• Participating in weekly call calibration sessions with Contact Center Vendor to ensure alignment of scoring for customer service quality control program.
• Supporting onboarding and training of new HSRI Operations and Escalation Team hires.
• Supporting training and quality special projects as assigned by Operations team leadership