Supv Mgmt and Program Analyst

Overview

Job Summary The mission of the D.C. Department of Human Services is to provide meaningful and equitable services, supports, and access to resources for District residents to realize their goals. This position is within the Department of Human Services (DHS), Economic Security Administration (ESA), Division Program Operations (DPO).

The incumbent in this role is responsible for serving as an expert analyst responsible for improving the efficiency and effectiveness of administrative and managerial operations and programs throughout the agency. The incumbent provides leadership and direction to subordinate staff in the research, investigation, analysis, and development of new and/or improved processes and procedures designed to improve the agency’s administrative, managerial, and operational efficiency.

• Defines current and future business environments and establishes metrics to evaluate systems performance.
• Exercises analytical and evaluative expertise in the review of agency goals, objectives, operations, and business processes.
• Performs root cause analyses of business processes to identify areas for reform.
• Designs and/or conducts comprehensive management studies, often involving evolving requirements, legislative changes, or overlapping functions.
• Develops and maintains strategic plans for agency reforms, including new or improved business processes and performance measures.
• Reviews operational challenges such as wait times, service accessibility, process bottlenecks, and repeat customer contacts to identify opportunities for improvement.
• Monitors customer triage processes and alignment with established business process redesign practices.
• Analyzes customer feedback obtained via service centers, call centers, and digital platforms to support continuous service improvement.
• Partners with internal teams to document processes, assess technical issues, and track customer complaints through resolution.
• Supports the development of strategies to strengthen the customer experience and expand awareness of self-service tools and online functionality.

Specialized experience is experience which is in or directly related to the line of work of the position and has equipped the applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

None

The work is performed primarily in the office setting, travel to meetings with contractors, providers, grantees and customers in other settings may also be necessary.

Pay Plan, Series and Grade: MS-343-14

Promotional Potential: None

Collective Bargaining Unit: This position is not in a collective bargaining unit.

Duration of Appointment: Management Supervisory Service (MSS) (At-will)

MSS At-Will Statement: Positions in the Management Supervisory Service (MSS) serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.

Position Designation: This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.

Residency Preference: When claiming residency preference, you are required and must agree in writing to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona fide Districts residency for the seven-year (7 year) period will result in forfeiture of employment.at

Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.