Efforts to Outcome Support Specialist – Temporary

Location : Central Office: 123 Robert S Kerr, OKC

Salary : up to $25.50/hour, based on education and experience

Full Time /Part Time : Part-time / Temp999

Work Schedule : Monday – Friday

Primary Hours : 4-hour days

Position Description: The Efforts to Outcome Support Specialist provides support for the day-to-day management of Efforts to Outcomes (ETO) case management system. Responsibilities include helping users navigate the ETO system, handling routine tasks, offering user support, and providing basic training and documentation.

Position Responsibilities/Essential Functions

• User Support & Account Management

• Unlock user accounts and reset passwords as needed.

• Add and deactivate user accounts based on staff changes.

• Maintain user roles and permissions according to organizational guidelines.

• Data Clean-Up & Maintenance

• Identify inactive users and entities and clean up the ETO system by deactivating outdated or unused user accounts and entities.

• Identify and merge duplicate participant records.

• Assist program staff and users with basic data entry issues.

• Communicate issues of missing data or poor data quality with ETO programs

• Communication & Coordination

• Serve as the first point of contact for ETO-related questions and issues submitted through the internal ETOSupport@health.ok.gov inbox.

• Trouble shoot issues with ETO users before escalating to ETO Systems Manager (e.g., logged into correct ETO program, running the correct report, ensure Source of Funding is answered, etc.).

• Gather important information (e.g., case number, screenshots of user’s screens, exact name of report, etc.) and details prior to escalating to manager.

• Escalate complex problems to the ETO Systems Manager timely

• Host monthly ETO Office hours.

• Training & Documentation

• Conduct ETO training sessions for new staff or as refreshers.

• Assist in the creation of simple user guides, cheat sheets, and training materials.

• Collaborate with Communications department to create training materials.

• Provide one-on-one support to staff using ETO.

• Being present in the office is an essential function of this job

• Other duties as assigned

Other Duties

• Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior.
• Works effectively in team environment, participating and assisting their peers.

Minimum Qualifications Education and Experience requirements at this level consist of a bachelor’s degree plus one year of technical clerical, administrative, secretarial, or general office work, or an equivalent combination of education and experience.

Preferred: one year experience working with a case management system or customer support.

Application Requirements

• If education, certification or licensure is required to meet qualifications, applicants must provide documentation at the time of application.
• All applicants are subject to a background check and must be legally authorized to work in the United States without visa sponsorship.

Valued Knowledge, Skills And Abilities Strong trouble shooting skills and the ability to think critically and solve problems. Familiarity with a case management system. Strong attention to detail and organizational skills. Ability to explain basic technical information clearly and patiently to non-technical users. Proficiency in Microsoft Excel for documentation and data support is strongly encouraged. Excellent customer service, communication skills, and responsiveness to problems is required.

Physical Demands And Work EnvironmentWork is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels. While performing the duties of the job, employees are required to talk, stand, walk, and reach with hands and arms. This position requires long periods of sitting and daily use of computers and phones. Being present at the office is an essential function of the job.