What are the responsibilities and job description for the Deputy Director, Program Administration position at Team Georgia Careers?
PLEASE DO NOT APPLY ON THIS SITE. YOU MUST APPLY AT
https://www.governmentjobs.com/careers/georgiadph
Click HERE for Video
Who we are. We protect lives. The Georgia Department of Public Health is the lead agency entrusted by the people of Georgia to proudly protect lives and promote healthy lifestyles in diverse communities statewide. We are committed to preventing disease, injury, and disability; promoting health and well-being; and preparing the State of Georgia for responding to disasters.
What we offer. As a member of the Georgia Department of Public Health team, you will join a passionate group of individuals who are dedicated to making an impact. No matter your role, you will individually contribute to protecting the lives of all Georgians while receiving a wide range of benefits, so you can:
- Make a Professional Impact – Build your career where it matters and protect lives in the community where you live, work, and play
- Enjoy Workplace Flexibility – Experience flexibility in how you work so you can be your best self for you and Georgia Residents
- Work with a Dynamic and Diverse Team– Collaborative and inclusive way of working where employees share ideas and leverage collective strengths
- Achieve Career Longevity – Countless opportunities for continuous learning/development that support a long-term career
- Take Part in a Hands-on Working Culture – Unique culture of active engagement and problem-solving, no matter your role
- Feel Pride in Where you Work – Be part of making an impact in public health alongside dedicated people just like you
Responsibilities:
Program Leadership
- Serves as a member of the Vital Records Leadership team that defines the office’s strategic direction, policies, objectives, and operational plan to ensure high quality service and data is consistently provided to Georgia’s constituents and stakeholders.
- Serves as Vital Records senior contact for addressing constituent related questions, issues, and communication needs.
- Advises the Vital Records and DPH leadership on critical customer services issues, metrics, and solution recommendations to improve service delivery and the overall constituent experience.
- Advises the Vital Records and DPH leadership on issues, recommendations on changes to policy and procedures, potential security threats, and financial matters.
- Provides Administrative and Constituent Services teams the direction, management, and professional development necessary to ensure the team effectively meet’s its objectives
- Responsible for all supervisory activity of team (e.g., hiring, on-boarding, setting performance and development objectives, evaluating performance, corrective action planning, recognition, review of leave requests, etc.)
Unit Oversight and Direction:
- Constituent Requests and Fee Processing
- Oversees all activity related to managing and addressing constituent requests from the various request options (e.g., mail, and walk-in) to ensure timely, accurate and quality customer service and delivery.
- Oversees the auditing and reconciliation of fees collected at the central office.
- Oversees staff training to ensure compliance with Vital Records policies, procedures, and service expectations.
Procurement and Administration:
- Ensures that all procurement, contracts, and purchasing activities within Vital Records are performed according to DPH and State policies and procedures.
- Oversees the overall business transactions with service providers including purchases and payments for ongoing program activities.
- Contact Center and Complaint Resolution
- Develops and oversees a constituent contact center approach that integrates general inquiries, request status updates, complaints, and resolutions into one overall, integrated approach which includes effective tracking and tier support to allow for appropriate resourcing and escalation of the most urgent issues.
- Serves as senior liaison with DPH Constituent Services Representative to address and resolve complex issues and complaints; provides updates, and status of issues to DPH and Vital Records’ leadership team to expedite solutions.
Constituent Communication and Satisfaction
- Performs regular survey and analysis of constituent experience and satisfaction to identify issues and develop appropriate solutions to increase overall experience.
- Works with DPH Communications team and Vital Records Regional Training Team to develop a communication strategy, plan, and corresponding communiques to enhance constituent awareness of Vital Records’ purpose and accessibility to its services.
Policy Management, Quality Assurance, Metrics and Process Improvement:
- Oversees the establishment and monitoring of documentation methodology and processes for internal Vital Records operations, policies, and procedures to drive consistency and knowledge transference.
- Defines and oversees the tracking, auditing, and reporting on key metrics across Vital Records office to monitor and increase customer experience, data quality, security, and overall effectiveness.
- Performs other assignments as required
PLEASE DO NOT APPLY ON THIS SITE. YOU MUST APPLY AT
https://www.governmentjobs.com/careers/georgiadph
Bachelor's degree in operations management, business administration, or a related field which includes five (5) years in a managerial or supervisory role; or nine (9) years of related professional experience which includes five (5) years in a managerial or supervisory role; or five (5) years of experience required at the lower level Sr Mgr, Business Ops (GSM012) or position equivalent.
Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.
Additional Information
