Clinical Applications Trainer/Helpdesk Support (QA)

The Center for Urban Community Services (CUCS) is an acclaimed human services organization and one of the nation’s largest providers of social and mental health services in supportive housing. CUCS is a leader in implementing new practices, sharing knowledge and assisting in shaping local, state and national strategies for people who are homeless, low-income, or living with mental illness or other special needs.

The Clinical Applications Support Department is part of CUCS’s Quality Assurance (QA) Department and is responsible for maintaining and managing all aspects of the agency’s electronic health records (EHR) – Foothold AWARDS. The Clinical Applications Support Department works as a team in a fast paced environment handling multiple concurrent projects at any given time. The department supports many different program types across the agency to develop and maintain processes that ensure data quality and adhere to regulatory standards. The selected applicant will primarily provide AWARDS software support and training to end users, as well as assist with special projects.

Primary responsibilities are the following:

• Provide technical training for individuals or groups on AWARDS functionality.
• Assist with maintenance of AWARDS-related support materials (including instructional documentation and videos).
• Respond to “Help Desk” queries from users at all levels of the agency by accurately evaluating the complexity of each query in order to resolve basic requests and escalate higher-level issues to Deputy Director of Clinical Applications Support or Director of Clinical Applications Support as needed.
• Communicate (in a verbal and/or written manner) resolutions that are clear and organized to users and inform them of the underlying causes of their reported issues when appropriate, including subsequent follow-up to ensure an issue has been wholly resolved.
• Assist in disseminating weekly/monthly/quarterly reporting on client information in AWARDS to satisfy funding requirements, monitor system functions and data integrity.
• Complete additional special projects as assigned.

This position reports to the Deputy Director of Clinical Applications Support.

Benefits We Offer:

• Annual Time Off Benefits: 17 days of PTO for new hires, 20 days of PTO after 1 yr of service, 27 days of PTO after 5 yrs of service, 8 Sick days, 2 Mental Health days, 12 paid holidays
• Comprehensive medical, vision, and dental plans
• Employee Assistance Program (EAP)
• 403(b) Retirement Plan, Employer contribution and match contribution after 2 years of service
• Pre-tax savings plan (including Flexible Spending Accounts and Commuter Benefit Plan)
• Transit Subsidy
• Paid Family Leave; Short-Term Disability insurance
• Health Savings account
• Life insurance
• Tuition reimbursement

• CUCS/Janian requires all employees and contractors at all locations to be vaccinated against COVID-19. Newly hired staff and contractors must be fully vaccinated by their start date and must provide proof of vaccination status. Exceptions will be made only for those staff who request and present adequate support for a reasonable accommodation as defined by City, State, and Federal Law.