GENERAL STATEMENT OF DUTIES
The Service Integration and Improvement Analyst supports Guilford County's efforts to improve service delivery and resident outcomes. Working within the Integrated Data and Services Department, this position identifies opportunities to improve processes, strengthen coordination across departments and organizations, and implement changes that make services more effective and easier to access. The Analyst works closely with County staff, community partners, and leadership to understand challenges, develop solutions, and support implementation of new approaches to service delivery.
DISTINGUISHING FEATURES OF THE CLASS
The Service Integration and Improvement Analyst serves as the department's primary resource for operational improvement and integrated service delivery initiatives. This position focuses on improving how services work in practice, partnering with departments and service providers to identify problems, develop solutions, and implement changes. The Analyst supports initiatives such as multidisciplinary teams, cohort-based approaches, and other efforts that require collaboration across programs, departments, or organizations. Success in this role requires strong analytical, facilitation, project management, and relationship-building skills, as well as the ability to move projects from planning to implementation.
DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include, but are not limited to:
Service Improvement and Implementation
Develop and implement initiatives to improve service delivery, coordination, and resident experiences.
Conduct process mapping, workflow analysis, and operational assessments to identify barriers, inefficiencies, and improvement opportunities.
Support implementation of integrated service delivery strategies such as cohort-based initiatives, multidisciplinary teams, and other cross-functional approaches.
Translate operational needs and service delivery challenges into actionable project requirements, use cases, and implementation plans.
Assist with use case development and requirements gathering to support implementation of integrated data and technology solutions.
Partner with data analysts and departments to use data, research, and evaluation results to inform operational recommendations and implementation activities.
Work directly with departments and stakeholders to implement service improvements, operational changes, and new approaches to service delivery.
Support evaluation of pilot initiatives, service improvement efforts, and integrated service delivery projects.
Partnerships and Community Engagement
Facilitate collaboration among County departments, community organizations, healthcare providers, educational institutions, and other stakeholders to support service improvement and integrated service delivery initiatives.
Support development and maintenance of partnerships that advance community outcomes and cross-system collaboration.
Facilitate meetings, work groups, and collaborative initiatives involving internal and external partners.
Support communication, training, and change management efforts associated with service improvement and organizational initiatives.
Represent the Integrated Data and Services Department in meetings, committees, and collaborative forums.
RECRUITMENT STANDARDS
Knowledge, Skills, and Abilities
-
Knowledge of change management principles, frameworks, and best practices.
-
Knowledge of data-informed decision-making methods and the use of analytics to support operational improvement.
-
Strong analytical skills and experience working with organizational data to identify trends and improvement opportunities.
-
Strong written and verbal communication skills, including the ability to communicate effectively with technical, nontechnical, and executive audiences.
-
Strong project management and organizational skills, including the ability to coordinate multiple initiatives involving different departments and stakeholders.
-
Demonstrated ability to analyze systems, programs, or service delivery models to identify opportunities for improvement.
Demonstrated ability to conduct business process mapping, workflow analysis, operational assessments, and systems analysis.
-
Ability to synthesize information from multiple sources and identify connections between programs, services, systems, and outcomes.
-
Ability to use data, research, and analytical findings to develop recommendations and implementation strategies.
-
Ability to facilitate conversations among diverse stakeholders and build consensus around shared goals, priorities, and solutions.
-
Ability to support change management efforts and help organizations adopt new processes or ways of working.
-
Ability to understand and navigate organizational dynamics while working across departmental and functional boundaries.
MINIMUM QUALIFICATIONS
Bachelor’s degree in public administration, public policy, public affairs, social work, data science, or a related field and two years of experience that provides the necessary knowledge, skills, and competencies to perform the essential duties and tasks of this position. Education and experience should be clearly documented with demonstrated linkages to the essential duties and tasks of this position.
PREFERRED QUALIFICATIONS
-
Master’s degree in a related field.
-
Experience in local government, public sector, or human services environments.
-
Experience supporting multidisciplinary teams, coalitions, or collaborative initiatives.
Experience working with cross-sector partnerships involving government, healthcare, nonprofit, or academic organizations.
Physical Demands
An employee in this position must be able to physically perform the basic life operational functions of walking, fingering, grasping, talking, hearing, and repetitive motions. The employee must be able to perform sedentary work exerting up to 10 pounds of force occasionally to lift, carry, push, pull or otherwise move objects.
Working Conditions
Work consists of an office environment with no adverse environmental conditions.
May Require Driving
This position may require driving a County-owned or personal vehicle to conduct County business, including but not limited to attending conferences, meetings, or any other County-related functions. Motor Vehicle Reports may be verified to confirm a valid driver’s license and that the driving record is compatible with the County’s driving criteria. If a personal vehicle is operated for County business, proper insurance must be maintained as per Guilford County’s vehicle use policy.
Special Note: This generic class description gives an overview of the job class, its essential job functions and recommended job requirements. However, for each individual position assigned to this class, there is available a completed job description with physical abilities checklist, which can be reviewed before initiating a selection process. This can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.
Guilford County is committed to providing Equal Employment Opportunity (EEO) to employees and applicants for employment regardless of color, religion, sex, national origin, age, disability, genetic information, sexual orientation or political affiliation. The County is committed to complying with all applicable federal, state and local laws that pertain to employment, and to providing a work environment that is free from discrimination of any kind. If you need an auxiliary aide, make the request forty-eight (48) hours in advance of the time the accommodation is needed by calling 336-641-3324.
