Program Outreach and Documentation Specialist

PRIMARY DUTIES AND RESPONSIBILITIES: Manages all social media elements to foster interaction, education, engagement and discussion regarding the Agency and its services through the use of online communities and Agency website. The POD Specialist will manage, update and enhance through creative efforts our social media visibility (Facebook, Twitter, blogs and other media channels).
Supports Program compliance through training, assistance, and support for paperless documentation systems for the direct service delivery to people supported in programs and services. This includes, but is not limited to Medisked; provides support to individuals who are dependent on information technology to maintain Agency compliance.
ESSENTIAL FUNCTIONS:
 Oversees website and is responsible to make it informative, innovative, relevant, and current for stakeholders, people seeking services, employees and individuals supported by the Agency, to include updates on events, newsworthy items and Agency related topics congruent with Agency mission, vision, and values.
 Manage Facebook, Twitter and the Agency Website. Conduct ongoing research regarding social media best practices and apply research/implement best practices.
 Coordinates with Agency’s web developer and software systems providers for any needed updates.
 Identify issues, patterns, and/or trends in customer requests about programs and support services and disseminate to the appropriate internal departments to address and respond accordingly.
 Monitor and participate in online conversation via posts to build goodwill toward the Agency.
 Monitor media channels on a daily basis or as needed for content issues.
 Coordinate with Leadership to utilize social media to promote initiatives including but not limited to internal and external events
 Provides instruction to staff, individuals served, families and individuals’ support networks on proper utilization of documentation systems including but not limited to Medisked.
 Provides Medisked software support to staff including troubleshooting and training.
 Trains users/departments with new programs and/or software implementation processes related to paperless documentation.
 Creates, activates, and establishes new Medisked user accounts and ensures new users are oriented to processes.
 Answers questions or resolves technical problems associated with paperless documentation in person, via telephone, or electronically.
 Serves as backup to Information Technology Department during IT staff’s absences by providing technical support with hardware, software, and network issues to Agency staff.
 Completes paperwork thoroughly and in a timely manner.
 Participates in Agency-wide committees when necessary.