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Eligibility Policy Analyst - ONE Change Leader - 425-09-22

    • Job Tracking ID: 512378-831822
    • Job Location: Woodburn, OR
    • Job Level: Any
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: September 29, 2022
    • Years of Experience: 7 - 10 Years
    • Starting Date: ASAP
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Job Description:


Put your social services skills to work in a mission-driven environment.

About Us

Northwest Senior and Disability Services is seeking a social services worker to manage a set of consumer cases. Our agency is an innovative and forward thinking with a deep commitment to helping others. We are looking for someone who believes in serving the seniors and adults with disabilities in our community.

If you live with integrity and are professional, compassionate, and customer-service-oriented you are the type of person we want to hire.  We live these principles every day, in all we do. These are our core values.


Recruitment #:  425-09-22 

Closes:             October 6, 2022 (Internal)

Location:          Can be based out of any of our 6 offices: (Salem, Dallas, Woodburn, McMinnville, Tillamook or Warrenton)

Salary:              Starting at $5,229  per month, with excellent benefits (See below)

Agency Sponsored: Medical/Dental 100% paid for employee and 90-98% for dependents: generous Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability, great culture.

Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield.


General Description

Supports ONE Eligibility Program Manager by leading agency wide change management activities including training, quality assurance, and policy and process alignment to ensure service quality and successful operation of the integrated ONE system.

Essential Functions

  1. Lead agency wide change management activities
  2. Provide training, coaching, and monitor service quality
  3. Ensure policy and process alignment
  4. Lead with respect and integrity
  5. Protect consumers and reduce Agency risk
  6. Provide excellent customer service in a professional manner

1. Lead agency wide change management activities

  • Under the direction of ONE Program Manager, develop coordinated local and agency wide strategic plans with short- and long-term goals to ensure successful implementation and stabilization of change initiatives.
  • Proactively gather and convey necessary local and program-wide information to ensure successful change implementation.
  • Lead agency wide change management activities to ensure successful implementation of change initiatives and projects.
  • Assess agency wide change readiness, stabilization, and change fatigue through regular assessments and work groups.
  • Evaluate current policy and processes and their efficacy, identify and research trends, and recommend changes and develop mitigation strategies to effectively facilitate change in a supportive and sustainable way.
  • Monitor and assess change efforts and modify approach(es) as necessary to ensure successful implementation and support of change management initiatives, including implementing and facilitating meetings and responsibilities for local Change Guides.
  • Convene, plan, and facilitate cross-program, local, and agency wide workgroups to facilitate the development and implementation of policy and process initiatives.
  • Coach and provide expertise to leadership in understanding available data and how to use it to effect positive sustainable change.
  • Collaborate with staff from DHS field and central offices as well as other Area Agencies on Aging (AAAs) to develop local Change Network.

2. Provide training, coaching and monitor service quality

  • Participate in agency wide training curriculum and design.
  • Facilitate change management meetings and trainings.
  • Provide targeted feedback for agency wide policy, procedures, and business processes to ensure service quality.
  • Provide ongoing training, mentoring and support to Agency staff including managers and management teams.
  • Communicate with ONE Eligibility Program Manager on training progress including both positive results and concerns.
  • Provide agency wide direction and support around conflict resolution and resistance to change.
  • Champion the project management and change management capabilities of the agency and its programs.
  • Examine policy updates, service innovations, and trends related to designated areas of expertise.
  • Identify and address risks and issues related to projects and initiatives.
  • Prepare and present information and updates on policies, strategies, and initiatives to different stakeholder groups.
  • Track, monitor, and report on project and initiative progress and resource needs to agency leadership.
  • Advise agency leadership and recommend policy updates and business process improvement options.

3. Ensure policy and process alignment

  • Under the direction of ONE Eligibility Program Manager, conduct analysis of gaps in policies, programs, and practices both locally and agency wide.
  • Identify areas of inefficiency and misalignment, develop and recommend strategies to mitigate to improve service delivery.
  • Evaluate the effectiveness of programs, policies and business processes associated with ONE Eligibility. Use data to identify trends and design initiatives and strategies to address issues and mitigate risks.
  • Facilitate effective two-way communication and feedback between DHS central office and NWSDS program managers and staff to ensure policy and process alignment.
  • Analyze relevant data and escalate concerns to address issues at a statewide level.
  • Conduct analysis of agency wide alignment with ONE Eligibility policy and practice.
  • Communicate, coordinate and work effectively across program areas to effectively implement strategic initiatives to support and assure alignment.
  • Reestablish, monitor and support process improvement efforts agency wide and locally.
  • Engage and ensure alignment between internal and external stakeholders, including other agencies and departments, community-based and culturally specific organizations, and subject matter experts.

4. Lead with respect and integrity

  • Embrace and exhibit Agency mission and core values of customer service, professionalism and positive attitudes
  • Provide excellent customer service externally and internally through follow through, meeting deadlines, interacting with others in a transparent, respectful, and culturally appropriate manner and holding self and staff accountable for exhibiting the same behaviors
  • Collaborate with individuals, teams and others
  • Promote two-way communication by engaging others, listening, providing feedback and expressing appreciation
  • Maintain ethical standards.

5. Protect consumers and reduces Agency risk

  • Serve as a Mandatory Reporter of suspected abuse of vulnerable populations according as required by policy and regulation
  • Maintain and share information according to privacy regulations
  • Comply with ethical and professional standards.

6. Provide excellent customer service in a professional manner

  • Apply the required knowledge and skills
  • Exhibit good decision making
  • Exhibit problem solving
  • Meet quality standards in accuracy, timeliness; exhibiting good work habits; following policy and procedure
  • Work independently, seeking and offering assistance when needed
  • Exhibit technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, assessment programs like as ONE Eligibility, CAPS, Oregon ACCESS, etc.)
  • Exhibit a positive attitude towards consumers, co-workers and others.

Job-Specific Skills Required

  • Ability to monitor and track multiple complex projects
  • Ability to lead and coach staff through successful implementation of new policies, processes, and procedures
  • Ability to work cooperatively and collaboratively with diverse staff, stakeholders, and the public
  • Monitor, compile and summarize findings to make informed changes and/or recommendations
  • Work effectively with state and local agencies and partners
  • Research a variety of materials and methods
  • Expert Level technical knowledge of One Eligibility and its application within agency eligibility determination
  • Knowledge of systems and program tools (ONE, Legacy Systems, MMIS, Oregon ACCESS, RTZ, TASC, etc.) used in providing services
  • QA, training, and lead experience
  • Training and presentation skills
  • Ability to train, coach, and act as a mentor
  • Exceptional communication and facilitation skills, including decision making, conflict resolution, and problem solving
  • Ability to collaborate with and lead a wide variety of individuals and small groups
  • Current knowledge of ONE, ADRC, CCO, Long Term Services and Supports
  • Above average research and analytical skills
  • Ability to interpret, apply, and articulate regulatory rules and policies.

General Skills needed to Meet Agency Expectations:

  • Support the agency mission and exemplify its core values—integrity, professionalism, service, and compassion
  • Serve as a mandatory reporter of suspected cases of neglect, exploitation, and abuse of vulnerable populations as required by policy and regulation, and make the appropriate referral to a responsible agency such as Child or Adult Protective Services Units
  • Demonstrate good interpersonal communication skills through written, verbal, and nonverbal communication
  • Use sound organizational skills to meet deadlines in a timely, accurate, and efficient manner
  • Follow policies, regulations, and requirements of project and Agency; documenting plan and progress as required
  • Speak, read, write, and understand English and follow verbal and written instruction
  • Regular attendance to meet the demands of this job and provide necessary services

Secondary Outcomes

Support ONE Eligibility Program Manager by overseeing and working on special projects and representing agency at various workgroups and committees, as designated.

Supervisory Responsibilities


Experience and Skills:

Minimum Qualifications - Experience and Education

A qualified applicant will have a minimum of seven (7) years of equivalent combination of education and/or experience which demonstrates the knowledge, skills and abilities required. The following is preferred but all qualifications meeting the minimum requirements will be considered:

  • Bachelor’s degree in human services, public administration, business, or related field
  • Three years of related experience, two of which should be in a lead role
  • Experience and training in ONE Eligibility and thorough knowledge of Eligibility policy required
  • Experience and knowledge of services provided to and working with vulnerable populations, preferably seniors and adults with disabilities
  • Ability to secure and maintain a valid driver’s license in the state of Oregon, or an acceptable alternative means of transportation
  • Successful completion of a background check

Work Environment/Physical Demands

This job is performed in the office and in the field. Office work will be conducted using general office equipment and includes substantial sitting. Office work is performed primarily in a cubicle environment, with noise and interruptions. Field work involves travel to other NWSDS offices and worksites and requires occasional visiting of consumers in a variety of settings, homes, facilities, etc. of varying level of cleanliness and repair. Field work requires driving an agency car or employee car.

The essential outcomes require regular sitting, talking, hearing, computer use; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds. The candidate must understand, follow, and provide verbal and written instructions in English.

Contact with the public in home or office environments may risk exposure to irrational/hostile behavior, contagious diseases, or contact with domestic animals.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Classification: Eligibility Policy Analyst/ONE Change Leader

Position Number: TBD

Salary Range: UN25

FLSA Status: Non-exempt

Unit: Program

Location: Varies

Reports to: ONE Eligibility Program Manager

Union Status: Non-Represented

Last revision: September 2022


This job description is a general guide for the job to be performed and does not cover everything. Employees may be required to perform other duties, including covering for, and in, other offices. Employees are expected to follow and perform other job-related duties requested by their manager.

Reasonable accommodations will be made as needed.

Job descriptions are subject to change.

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