Implementation Support Specialist

https://careers.unitedway.org/job/implementation-support-specialist-50879

POSITION DESCRIPTION 

Position Title: Implementation Support Specialist 

Reports To: Program Director 

Supports: Platform Administrators   

Location: Wisconsin (Hybrid; ability to meet with project partners in Madison 1-2 days per week) 

Status: Full-time 

Salary: $55,000 to 58,000 annually 

Position Overview 

The WIRE Implementation Support Specialist is a detail-oriented, proactive professional responsible for providing administrative, operational, and programmatic support to ensure the smooth and effective implementation of 211/WIRE-related initiatives. This position supports the Platform Administrators and program staff by coordinating partner onboarding activities, maintaining documentation, assisting with workflow mapping, and supporting reporting and partner communications. The role does not independently own platform configuration, system changes, or technical implementation decisions. 

About United Way of Wisconsin 

United Way of Wisconsin works to improve lives and strengthen communities by mobilizing partners to close gaps and expand opportunities so everyone can thrive in Wisconsin. This includes supporting statewide initiatives such as 211 Wisconsin, Volunteer Wisconsin, Techquity WI, and the Wisconsin Information and Referral Exchange (WIRE). United Way of Wisconsin also provides member support services to local and independent United Ways and 211 regional contact centers. 

About WIRE 

The Wisconsin Information Referral Exchange (WIRE) provides a simple, secure way for government, health care, and social service organizations to exchange information. This helps ensure that people across Wisconsin receive the care and services they need, especially those who are most vulnerable. 

WIRE is a direct on ramp for organizations that supports better coordination, improved outcomes, and stronger health and well-being for communities throughout Wisconsin. 

Core Competencies 

• Strong analytical and critical thinking 
• Reliable judgment with discretion for sensitive information 
• Excellent organizational and time management 
• Clear written and verbal communication 
• Collaborative across departments and diverse groups 
• Proficient in Microsoft Office, productivity tools, and enterprise technologies 
• Initiative, adaptability, and eagerness to learn and improve 

Essential Duties and Responsibilities 

1. Planning and Coordination 

• Facilitate onboarding and implementation of processes for WIRE and 211 partners. 
• Manage schedules, meetings, timelines, and materials associated with partner onboarding and implementation initiatives. 
• Provide support with administrative responsibilities, including scheduling, document preparation, file management, and monitoring implementation progress. 
• Record program workflows, onboarding procedures, and operational protocols. 

2. Data Management, Monitoring, and Reporting 

• Monitor the progress of partner onboarding and achievement of implementation milestones. 
• Develop draft reports, performance summaries, and dashboards for both internal stakeholders and partners. 
• Assist in data collection and validation initiatives to maintain accuracy and consistency. 
• Execute assigned technical responsibilities, such as designing forms and generating reports on the platform. 

3. Communication and Outreach 

• Contribute to the development and maintenance of standardized partner-facing communications and onboarding materials. 
• Coordinate and assist with business development activities. 
• Serve as the initial point of contact for partner support inquiries, managing triage, documentation, and collaboration with relevant staff as necessary. 
• Accurately record meeting outcomes by preparing notes, summaries, and actionable items. 

4. Partner Helpdesk and Support 

• Serve as a first line contact for WIRE and 211 partner questions, issues, and requests related to onboarding, workflows, and day today platform use. 
• Log, track, and prioritize partner support requests using established tools or processes. 
• Provide basic guidance and troubleshooting using existing documentation, FAQs, and standard workflows. 
• Escalate technical issues to the Platform Administrator or appropriate staff, ensuring clear documentation and follow through. 
• Identify recurring questions or issues and recommend updates to documentation, training materials, or workflows. 
• Support timely and professional partner communication regarding request status and next steps. 

5. Confidentiality and Compliance 

• Maintain confidentiality of sensitive and privileged information. 
• Follow organizational policies and procedures related to data privacy, security, and information management. 

Role Scope and Decision Authority 

This position provides implementation coordination and support. Final authority for platform configuration, system changes, technical implementation decisions, and external technical commitments remains with the Platform Administrator and designated leadership. 

Qualifications 

Education and Experience 

• Associate or bachelor's degree in a relevant field (e.g., math, data analytics, nonprofit or business administration) or equivalent professional experience. 
• 1–2 years of experience in program support, coordination, or implementation support roles with demonstrated technical ability. 

Skills and Requirements 

• Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with advanced skills preferred. 
• Competence in utilizing cloud-based platforms and tools. 
• Exceptional written and verbal communication capabilities. 
• Strong organizational and multitasking skills. 
• Ability to operate effectively both independently and as part of a team within hybrid or distributed work environments. 
• Experience with project tracking, documentation, or reporting tools is preferred. 

Mission Alignment 

• All staff are expected to reflect organizational core values by being mission-focused, relationship-oriented, results-driven, and strong stewards of the United Way brand