Information Support Process Specialist

　　Colorado Springs, CO 80920, USA Req #1809

　　Tuesday, January 16, 2024

　　Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

　　The Information Support Process Specialist position exists to ensure successful delivery of Relationship Services projects, procedures, and responses and to perform complex duties and functions with responsibility in training, mentoring, and developing team members in the Relationship Services Department. Requires only general direction and refers unusual or complex problems to supervisor.

　　Essential Duties/Responsibilities:

　　Develops, writes, analyzes, and problem-solves complete end-to-end procedures for the RS Operations and Hope Restored Registration Team

　　Updates procedures in InFocus as applicable to assignments given by the Working Supervisor and Manager

　　Contributes using technical writing standards in the InFocus (SiteCore) application to deliver timely and accurate procedures to the FHC

　　Provides feedback and clarification regarding current and past ministry projects/campaigns to RS Operations management and staff

　　Provides follow-up support for RS Operations staff and Hope Restored Registration Team in the interpretation of procedures related to the work performed

　　Responds to FHS and Registrar questions through the Information Support email box, Information Support Salesforce queue, social media platforms, and the DocLink mail and workflow system

　　Attains pre-determined Service Level Agreements for response time for answering FHS inquiries

　　Reviews and approves ministry signoffs through the Aprimo application from an Information Support Services perspective, e.g., direct mail devices, galleys, emails, contests, and premium pages

　　Creates data monitoring activities, based on employee profiles, automated and manual, for both transaction-based data entries as well as written responses (email, letter, and social media channels) for quality assurance purposes

　　Tests and implements updates and/or fixes to the InFocus application

　　Assists in selecting new knowledge management applications; tests new applications and assists in implementation of new applications

　　Participates in annual procedure audits within the InFocus application to ensure continual process and production improvements

　　Tests new and/or existing systems, applications, and websites; adds new or updated procedure information from testing outcomes into InFocus

　　Leverages current operational business processes and practices to provide accurate and timely delivery of service support to our constituents

　　Participates in ensuring that team goals, objectives, and activities support department priorities and objectives

　　Conducts training on an as needed basis to assist staff with complex procedures

　　Assists with quality assurance monitoring on an as needed basis, ensuring staff are adhering to procedures

　　Completes various projects for management as assigned

　　Maintains “best practice” usage in all applications used by the FHC

　　Assists in preparation and maintenance of Hope Restored training material in accordance with procedures

　　Develops and presents appropriate training seminars for the Hope Restored Team

　　Trains, mentors, and schedules training for new and current Hope Restored staff, including one-on-one professional development as appropriate

　　Participates in regular team meetings and Hope Restored Team Meetings

　　Completes various projects for management as assigned

　　Develops and delivers Hope Restored course measures of success through course surveys/feedback

　　Other Duties/Responsibilities:

　　Assists in the development of prototypes

　　Evaluates the quality of Family Help Specialist letter, phone, e-mail, and social media responses and interacts with management for feedback to staff

　　Responds to constituents' letters, phone calls, e-mails, chats, social media, and digital engagement posts as necessary

　　Participates in establishing and maintaining team goals and objectives in support of the process objectives for the team

　　Works between the hours of 7:00 a.m. to 5:00 p.m. as necessary

　　May be required to work some evening shifts in support of our international offices or vendors

　　May be called upon to develop and/or teach simple or extensive training projects for other departments on short notice

　　Performs other duties as assigned

　　Working Environment/Physical Requirements:

　　Office environment

　　Repetitive keying motion

　　Sitting for extended periods of time

　　Viewing dual computer monitor screens for entirety of assigned shift

　　Hearing and interacting clearly with staff on telephone

　　Work schedules are subject to change

　　JOB QUALIFICATIONS/REQUIREMENTS:

　　Character/Spiritual:

　　Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”

　　Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”

　　Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct (http://media.focusonthefamily.com/fotf/pdf/about-us/human-resources/moral-policy.pdf) and Statement of Faith (http://www.focusonthefamily.com/about/foundational-values#values) ; upholds Focus on the Family's ministry in prayer

　　Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer

　　Engages in Christian ministry

　　Demonstrates behaviors aligned with FOF core values (http://www.focusonthefamily.com/about/foundational-values#values)

　　Personal Characteristics:

　　Coachable/teachable; Personable; Diplomatic; Patient; Detail-oriented; Dependable; Flexible

　　Positive; Can-do attitude; Self-managed work-ethic; Servant’s heart

　　Approachable

　　Articulate

　　Models servant leadership

　　Knowledge/Experience:

　　Bachelor's Degree or equivalent experience

　　Hope Restored Registration experience preferred

　　2-4 years of experience in the Relationship Services department (preferred)

　　Technical procedure writing experience preferred

　　Previous experience in a Contact Center environment

　　Previous experience as a trainer or educator preferred

　　Previous experience with Salesforce software preferred

　　In-depth knowledge of FOF mission philosophy, values, and objectives

　　In-depth knowledge of FOF standards for mail email and phone response, based on Relationship Services guidelines

　　In-depth knowledge of social media response and philosophy

　　In-depth knowledge of Microsoft Power Point, Teams, Word, and Excel

　　Skills, Abilities, and Special Talents/Gifts:

　　Ability to communicate clearly, concisely, and persuasively (both orally and in writing)

　　Excellent listening skills

　　Ability to work in a dynamic team environment, remaining flexible with ever-changing priorities

　　Tactful; diplomatic; builds consensus rather than emphasizes differences

　　Ability to see the big picture (end-to-end) as well as the little picture (details)

　　Ability to follow through and follow up

　　Strategic, solution-oriented thinking capabilities

　　Requires only general direction and refers unusual or complex problems to supervisor.

　　Ability to approach problem solving systematically and creatively, using critical –thinking skills

　　Ability to work discreetly with confidential data/information

　　Ability to work with a high degree of autonomy

　　Ability to set up and maintain accurate records

　　Attention to detail and accuracy

　　Ability to handle stress from deadline pressures

　　Strong interpersonal skills: ability to work with all personality styles

　　Proficient in all aspects of social media response and philosophy

　　Proficient in the use of current FOF computer software, including Microsoft Word, Microsoft Excel, Microsoft Vision, and Internet

　　Type 40 wpm

　　Pay Range: $24.00 to $27.50/hour

　　Focus on the Family puts a high value on our team members and offers a unique benefit package.

　　Employees scheduled for 20 hours or more per week are eligible for:

　　Norton LifeLock ID Theft Coverage

　　Legal Shield/ID Shield Coverage

　　AFLAC

　　403B Retirement Plan

　　Vacation Time & Vacation Payout

　　Sick Time

　　Holidays

　　Service Awards

　　Community Service Days

　　Bookstore Discount

　　Fitness Center

　　Employees scheduled for 30 hours or more per week are eligible for all the above and:

　　Medical Plan

　　Dental Plan

　　Vision Plan

　　Life Insurance

　　Disability Insurance

　　Flexible Spending Accounts

　　EAP (Employee Assistance Program)

　　Tuition Reimbursement

　　Warehouse Membership Reimbursement

　　Note : This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

　　*Temporary employees are not eligible for benefits, except for:

　　Fitness Center

　　Bookstore Discount

　　Sick Time

　　Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

　　Other details

　　Pay Type Hourly Apply Now

　　Colorado Springs, CO 80920, USA