Technical Assistance Manager

The Health and Welfare Council of Long Island (HWCLI) is a private, not for profit, health and human services planning, research/public education and advocacy organization that serves as the umbrella for public and non-profit agencies serving Long Island's poor and vulnerable individuals and families. 

The Health Equity Alliance of Long Island (HEALI) is Long Island’s Social Care Network (SCN) of community-based organizations (CBOs) and healthcare providers building a person centric model that integrates healthcare, social care, and behavioral health care. HWCLI is the lead entity for the HEALI Social Care Network. The SCN brings together social service and health care providers from across Nassau and Suffolk counties to provide enhanced healthcare equity through improvements in need identification, care coordination, integration, and provision of tailored funding.

JOB ANNOUNCEMENT: Technical Assistance Manager, HEALI

HWCLI seeks an experienced, energetic, passionate, and socially conscious individual to support the HWCLI and HEALI missions by leading a team of Technical Assistance Specialists to support the multi-organization implementation of the Unite Us electronic record platform for the HEALI Social Care Network. This role is responsible for the development and execution of a comprehensive Technical Assistance support strategy that ensures end user success, resulting in efficient and accurate use of the Unite Us platform.  This role will focus on ensuring timely, responsive, and comprehensive support is provided via thoughtful and pro-active mixed-method approaches. This position reports to the Director of Performance and works in coordination with Managers of Training and Performance, and the Network Development team.

Responsibilities include:  

• Implementation of a comprehensive TA strategy that includes pro-active, tailored support to meet the needs of over 100 unique service organizations
• Recruitment and oversight of a team of TA Specialists, responsible for providing structured support to shared caseload of organizations
• Collaborates with Training, Performance, Programs, and Network Development to ensure smooth and successful operationalization of the HEALI SCN
• Supports Network Development team in the Unite Us onboarding and user provisioning process, ensuring organizations understand the necessary key components to successfully implement the electronic record system to meet the needs of the SCN and their unique organizational structure
• Works closely with contacts at Unite Us to address technical issues, determine best practices, and find solutions
• Responsible for program implementation testing and validation to ensure alignment of NYS SCN Operations Manual, programmatic and fiscal workflows, and Unite Us functionality.
• Works in partnership with community-based organizations to understand their needs and ensure use of the Unite Us platform aligns with HEALI and New York State requirements.
• Owns the HEALI Support Ticket process, ensuring correct and timely responses to all requests
• Transforming day-to-day challenges into trends that inform Training, Performance, and Network Development strategies
• Supports Performance Manager in the deployment of targeted performance improvement initiatives
• Oversees TA Office Hours and other structured opportunities for end user learning and engagement
• Supports the implementation of program-specific workflows for SCN services and works in collaboration with Finance, Training, and Performance to develop any necessary end user resources or materials
• Performs additional tasks in support of the HEALI SCN at the direction of the Director of Performance

Qualifications and Experience:

• Experience in electronic health record (EHR) implementation is strongly preferred
• Demonstrated experience in end user training, software troubleshooting required
• Supervisory experience preferred
• Demonstrated ability to use effective and results-oriented problem solving and critical thinking skills; strong troubleshooting ability
• Demonstrated ability to anticipate issues and risk and work proactively to develop alternatives to meet project goals and objectives
• Knowledge of root cause, fault tree, fishbone or similar approaches to problem solving analysis
• Demonstrated experience in efficiency, workflow optimization, or program implementation preferred

Knowledge, Skills, and Abilities:

• Valid NYS driver’s license and the ability to travel locally in Long Island as needed for in-person meetings
• Strong understanding of EHR software, healthcare IT, and data management
• Ability to manage projects, timelines, and resources effectively
• Strong active listener and creative problem solver
• Strong interpersonal skills with the ability to tailor style to match audience
• Able to work collaboratively across an interdisciplinary team, managing multiple priorities
• Strong commitment to social justice and HWCLI’s mission
• Proficient in Microsoft Office
• Commitment to improving health equity, access, and quality of care across Long Island

Benefits:

• Employer-paid health insurance for single individuals
• Retirement plan with Employer match after 1-year, disability insurance, flexible spending accounts, paid time-off
• Hybrid work environment, ability to travel to office and local partners required
• Opportunity to work in a dynamic environment on a new state-wide initiative to improve health equity
• Schedule: Monday – Friday

HWCLI is an equal opportunity employer.