Implementation Support Analyst – CARES

Key responsibilities

• Serve as a point of contact for Los Angeles County social workers experiencing issues with the CARES system during implementation.
• Triage and categorize issues reported by users — distinguishing between CARES system defects, user errors, and training gaps.
• Log, track, and escalated confirmed system defects to the CWDS technical team using established ticketing and issue management protocols.
• Deliver on-the-spot guidance and workflow coaching to social workers for issues classified as user-driven or training-related.
• Identify patterns in reported issues and communicate trends to the CWDS implementation team to inform system fixes and training curriculum updates.
• Conduct on-site support visits to Los Angeles County district offices to provide hands-on assistance to frontline staff.
• Maintain detailed documentation of reported issues, resolutions, and user feedback for post-implementation review.
• Collaborate with CWDS project leadership, county liaisons, and system vendor representatives to coordinate timely issue resolution.
• Contribute to the development of quick-reference guides, FAQs, and job aids to support user adoption and reduce repeat support requests.

• Child welfare program knowledge:
  Solid understanding of California child welfare policy, program structure, and social worker workflows (e.g., referrals, investigations, case management, court documentation).
• Case management system experience:
  Prior hands-on experience with child welfare case management systems (CWS/CMS, CCWIS-compliant systems, or comparable statewide platforms).
• Issue triage and analytical skills:
  Demonstrated ability to quickly diagnose and classify system issues, distinguish defect types, and make sound routing decisions under pressure.
• Communication skills:
  Ability to communicate technical findings clearly to non-technical end users, as well as summarize and escalate issues effectively to project leadership.
• System implementation exposure:
  Prior experience supporting a government system implementation, go-live, or ERP/case management rollout in a support or analyst capacity.
• Documentation:
  Proficiency in documenting issues, writing clear summaries, and maintaining issue logs in a structured format.
• Travel availability:
  Ability to travel to Los Angeles County district offices as required throughout the engagement period.

• Direct experience with CARES or familiarity with the CARES system modernization initiative.
• Prior work experience at or with Los Angeles County DCFS or a California county child welfare agency.
• Background as a social worker, eligibility worker, or program specialist in a California county child welfare or social services department.
• Experience with help desk ticketing systems (e.g., Service Now, Jira, Zendesk) and issue management workflows.
• Bilingual in Spanish — preferred given LA County’s service population.
• Bachelor’s degree in Social Work, Public Administration, Information Systems, or a related field.

This position is contingent upon contract award. We are pursuing a contract and anticipates a need for this role. Qualified candidates who express interest will be contacted upon award confirmation