Field Operations Specialist (San Jose)

Description

The Field Operations Specialist provides community-based services and participates in outreach initiatives for the state of California's Deaf and Disabled Telecommunications Program. This position works in conjunction with Field Advisors (FAs) and Outreach Specialists to assist in providing exceptional services for the statewide Telecommunications Program. Field Operations Specialists work in both capacities, educating the community about programs and services, and working directly with customers regarding the types of equipment, its functionality, relay services, and the CTAP application process with the Deaf and Disabled communities in California. Services will be provided through videophone, messaging, text, and in person, in the office, at a designated community place, or the consumer’s residence, depending upon need and safety.

Requirements

• Plan, develop, implement, and evaluate message strategies that meet California's Deaf and Disabled Telecommunications Program and goals
• Provide marketing and communications expertise in developing online materials such as website content, video content, social media posts, and blogs
• Produce content in American Sign Language (ASL) that is culturally relevant, linguistically appropriate, and accessible for deaf and disabled communities’ consumption
• Works with recipients toward the familiarity and selection of accessible telecommunication equipment, including specialized equipment orders, and telecommunications options
• Provides recipient support services (e.g., installing equipment, training on equipment features, follow-up services) for maximum ease of use and access
• Gathers input and insights from the community, including the administration of focus groups and surveys, to evaluate existing resources, barriers, and areas of improvement
• Responds efficiently to customers and develops relationships by ensuring they feel supported and valued
• Provides technical assistance, education, and cultural-specific resource training with consumers and various community organizations that serve consumers who are deaf, hard of hearing, deaf-blind, have hearing loss, or are disabled
• Records accurate documentation and reporting per State requirements, including services provided, referrals, and follow-up as needed
• Acknowledge and adhere to all DDTP Privacy Policy and Information Security protocols
• Other duties as assigned

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:?

• Familiarity with, or ability to learn telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, cell phone amplifiers, iDevices, phone features for visual or speech impairments), and know how to fit individuals with the necessary equipment
• Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population
• Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations
• Favorable consumer-relations skills and personality patterns for representing CSD, DDTP, and CPUC well within the deaf/hard of hearing community, elderly population, service providers, and vendors
• Superior multi-tasking, organizational, record-keeping and time-management skills
• Ability to innovatively strategize, problem solve, and implement system change advocacy for deaf/disabled people.
• Ability to?enter and work in consumer homes, including ascending/descending stairs and navigating around furniture (e.g., positions self under/around furniture or moving about)
• Ability to effectively manage and cultivate relationships with prospective and existing partner organizations
• Highest regard for confidentiality

Qualifications

• Bachelor’s degree in a related human service field or equivalent professional experience
• Two years of professional experience working supporting deaf, hard of hearing, deaf-blind, or disabled customers
• Two years of professional experience in one of the following settings or equivalent combination: advocacy, marketing, and/or communications.
• Bilingual in ASL or another language (Mandarin or Cantonese preferred)
• Excellent oral, visual, and written communication skills
• All offers of employment are contingent upon clear results of a thorough background check and drug screen
• Valid Drivers' license with a clean driving record required