PROGRAM SPECIALIST-SOCIAL SERVICES

State of Louisiana; Baton Rouge (LA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Parental Leave

Holidays and Leave

E-verify information

Job summary

Louisiana Department of Health is seeking a skilled administrator to be a key resource for resolving high-level phone software issues and supporting end-users. You will track system performance, communicate program policies, and collaborate with internal teams to ensure seamless operations.

The role focuses on troubleshooting, reporting, and ensuring timely resolution of technical issues, with opportunities to grow within LDH’s dynamic environment in East Baton Rouge Parish.

Qualifications

• Five years of experience in administrative services, public health, social services, or health services; OR
• Six years of full-time experience in any field plus two years of experience in administrative services, public health, social services, or health services; OR
• A bachelor’s degree plus two years of experience in administrative services, public health, social services, or health services; OR
• An advanced degree in a social science field, public health, counseling, social work, rehabilitation services, business, public, or health administration, or Juris Doctorate plus one year of experience in administrative services, public health, social services, or health services.

Responsibilities

• Processes and resolves high-level phone software support tickets and technical issues in a timely manner.
• Provides technical support and troubleshooting assistance to end-users of phone platforms and related software systems.
• Responds to internal operational issues, concerns, and customer inquiries to ensure effective communication and problem resolution.
• Researches, interprets, and communicates program policies, procedures, and updates to internal and external stakeholders.
• Identifies training and resource needs to support system functionality, user performance, and operational efficiency.
• Maintains accurate records, prepares reports, and conducts correspondence related to assigned program activities and system operations.
• Monitors and tracks system outages, service disruptions, and technical issues and reports findings to leadership for follow-up and resolution.

Skills

Accepting Direction

Building and Supporting Teams

Testing and Troubleshooting

Education

Bachelor’s degree

Advanced degree in social science / public health / counseling / social work / rehabilitation / business / public or health administration / JD

Job description

About This Job

The mission of the Louisiana Department of Health is to protect and promote health and to ensure access to medical, preventive, and rehabilitative services for all residents of the State of Louisiana.

About This Job

The mission of the Louisiana Department of Health is to protect and promote health and to ensure access to medical, preventive, and rehabilitative services for all residents of the State of Louisiana.

Learn more about Louisiana Department of Health

Join a fast-paced and technology-driven team where your problem-solving skills and technical expertise make a direct impact on daily operations and customer support. In this role, you’ll serve as a key resource for resolving high-level phone software issues, supporting end-users, tracking system performance, and ensuring timely communication of program policies and updates. You’ll collaborate with internal teams, identify training and resource needs, and help maintain seamless operations through effective reporting and technical support. If you enjoy troubleshooting, working with technology, and providing exceptional service, this is an exciting opportunity to grow your career and make a difference.

An Ideal Candidate Should Possess The Following Competencies

Accepting Direction: The ability to be open and willing to follow guidance or instructions.

Building and Supporting Teams: The ability to combine one's actions and efforts with others to work toward achieving a common goal.

Testing and Troubleshooting: The ability to systematically analyze, diagnose, and resolve problems that arise within a system, device, or software.

Minimum Qualifications

Five years of experience in administrative services, public health, social services, or health services; OR

Six years of full-time experience in any field plus two years of experience in administrative services, public health, social services, or health services; OR

A bachelor’s degree plus two years of experience in administrative services, public health, social services, or health services; OR

An advanced degree in a social science field, public health, counseling, social work, rehabilitation services, business, public, or health administration, or Juris Doctorate plus one year of experience in administrative services, public health, social services, or health services.

Experience Substitution

Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

Job Duties

• Processes and resolves high-level phone software support tickets and technical issues in a timely manner.
• Provides technical support and troubleshooting assistance to end-users of phone platforms and related software systems.
• Responds to internal operational issues, concerns, and customer inquiries to ensure effective communication and problem resolution.
• Researches, interprets, and communicates program policies, procedures, and updates to internal and external stakeholders.
• Identifies training and resource needs to support system functionality, user performance, and operational efficiency.
• Maintains accurate records, prepares reports, and conducts correspondence related to assigned program activities and system operations.
• Monitors and tracks system outages, service disruptions, and technical issues and reports findings to leadership for follow-up and resolution.

Position-Specific Details

Location: Medical Vendor Administration / Eligibility Field Operations / East Baton Rouge Parish

Appointment Type: Probational, Job Appointment, Promotional or Detail appointment of a current classified LDH employee.

Cost Center: 305-2050400

Position Number(s): 50689319

Contact Information

[e-mail]

LA Department of Health (LDH)

Division of Human Resources

PO Box 4818

Baton Rouge, LA 70821

225-342-6477

This organization participates in E-verify, and for more information on E-verify, please contact DHS at 1-888-464-4218.

LDH supports Louisiana’s commitment to being a State as a Model Employer (SAME) by promoting the recruitment, hiring, and retention of individuals with disabilities.

Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career.

Insurance Coverage

More information can be found at https://info.groupbenefits.org/

Parental Leave

Up to six weeks paid parental leave

More information can be found at https://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx

Holidays and Leave

State employees receive the following paid holidays each year:

• New Year's Day
• Martin Luther King, Jr. Day,
• Mardi Gras
• Good Friday
• Memorial Day
• Independence Day
• Labor Day
• Veteran's Day
• Thanksgiving Day and Christmas Day.
• Additional holidays may be proclaimed by the Governor

State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.

Retirement

State Of Louisiana Employees Are Eligible To Participate In Various Retirement Systems (based On The Type Of Appointment And Agency For Which An Employee Works). These Retirement Systems Provide Retirement Allowances And Other Benefits For State Officers And Employees And Their Beneficiaries. State Retirement Systems May Include (but Are Not Limited To):

• Louisiana State Employees Retirement System (www.lasersonline.org). LASERS has provided this video to give you more detailed information about their system
• Teacher's Retirement System of Louisiana (www.trsl.org),
• Louisiana School Employees Retirement System (www.lsers.net), among others

BST: Building and Supporting Teams - How well do you work with others to achieve shared goals and contribute to a positive team environment?

I avoid teamwork, create conflict, or don’t contribute.

I contribute to team efforts with encouragement and guidance.

I work well with others, contribute consistently, and support the team.

I unite teams, build trust, and help others work through conflict.

BST: Building and Supporting Teams - Explain your selection by providing specific examples from your experience. Tip: Use the STAR method (situation, task, action, result) to explain how you have demonstrated this competency. Examples from work, military service, volunteering, education, or other life experiences are all valid.

TT: Testing and Troubleshooting - How do you identify and resolve technical or system issues?

I struggle to diagnose or fix issues and often need help applying tools or solving problems.

I can identify some symptoms, but I may not follow through or communicate clearly.

I use the right tools to diagnose and fix technical issues and clearly document and share the results.

I quickly solve complex issues, choose the best tools, and create helpful documentation for others to learn from.

TT: Testing and Troubleshooting - Explain your selection by providing specific examples from your experience. Tip: Use the STAR method (situation, task, action, result) to explain how you have demonstrated this competency. Examples from work, military service, volunteering, education, or other life experiences are all valid.

ADi: Accepting Direction - How well do you accept guidance, follow instructions, and adjust when given feedback?

I resist direction, ignore feedback, and need reminders to complete tasks.

I follow direction with reminders and often need clarification or support.

I follow direction reliably, adjust to feedback, and complete tasks on time.

I adapt quickly, follow through, and help others adjust as needed.

ADi: Accepting Direction - Explain your selection by providing specific examples from your experience. Tip: Use the STAR method (situation, task, action, result) to explain how you have demonstrated this competency. Examples from work, military service, volunteering, education, or other life experiences are all valid.

Compliance with LDH Nepotism Policy#41

To ensure compliance with LDH Nepotism Policy#41, if you have any immediate family members that are currently employed by LDH, please list the name and relationship. Please type “N/A” if no immediate family members are employed by LDH.

• Required Question