Whole Person Care Team members are housed in the San Francisco Department of Public Health but work within an interagency, cross-departmental framework. The recently formed Department of Homelessness and Supportive Housing (HSH) consolidates under one roof a multitude of services including engagement, shelter, support services, and housing. The Department of Public Health (DPH) and the Human Services Agency (HSA) complement that work through the provision of physical and behavioral health services, and by ensuring that homeless individuals are enrolled in public benefits. The Whole Person Care Team will be a small inter-agency, multi-disciplinary team comprised of project managers, analysts, clinicians, and information technology experts. Our goal is to improve our service delivery model and improve data sharing and coordination among various agencies. Our success will depend upon developing close partnerships and honoring the “first voice” of individuals, communities and agencies who are most affected by homelessness. By joining our team, your knowledge and creativity will become integral to how San Francisco better serves its homeless population. The products of our work will have national importance. The WPC program requires coordination of care across multiple entities delivering traditional and non-traditional services to the target population. In most cases, these entities operate entirely different and disconnected information systems. In order to effectively coordinate care, a technology platform for data sharing across providers is needed. This platform must allow providers access to actionable data, preferably in real time, while at the same time addressing data sharing limitations (e.g. limit access to sensitive patient data).
The SF Department of Public Health is hiring a 4-year Whole Person Care Chief Service Designer position to help direct the approach to generating interagency improvements in service delivery for individuals experiencing homelessness.
Working closely with internal and external stakeholders, the WPC Chief Service Designer will have proven experience in service improvement blending Human-Centered Design, Lean Process Improvement, user experience research, results-based accountability, behavioral economics/insights, and social science research; including skills to:
- Lead the design, planning and execution of qualitative research studies (contextual research, cultural probes, in-person interviews, street intercepts, etc.) to extract insights that lead the WPC initiative.
- Facilitate ideation, design thinking and co-creation workshops with team members and users to generate concepts and help our team take action on user insights.
- Identify best methods for synthesis, analysis and modes of communicating plans and visions.
- Write and present high quality materials associated with qualitative research and service design activities (discussion guides, screeners, usability studies, reports, personas, journey maps, empathy maps, ecosystem diagrams, service design blue prints).
The WPC Chief Service Designer will also contribute to the overall enablement of a centralized data-sharing platform, including designing an intuitive front-end user framework for collecting data from WPC’s various partner agencies into a centralized data structure for analytics and reporting along with supporting the program operational needs. The WPC Chief Service Designer shall be responsible, in close coordination with the Senior Technical Project Manager, for the following:
- Collaborate with the IT technical project manager, IT service workgroups and other county WPC programs to create the technology vision for the program. This includes service redesign, work plans, requirements gathering and prioritization and development of technology and professional service RFPs.
- Perform resource-planning activities to forecast needs, assess team members’ capabilities and manage on boarding and off boarding of resources when necessary. Identify existing resource gaps.
- Develop functional specifications of the service redesign and change requests into technical specifications in collaboration with IT designated resources; keep focus on the intent of the WPC program and usability needs from subject matter experts and guided by insights from research.
- Support development of project requirement documentation that details functional requirements, technical specifications, workflow, data flow, reporting and KPIs as agreed upon by the business and technical staff.
- Coordinate multiple business and technical teams to ensure the accuracy and integrity of enterprise wide data and applications associated with it.
- Collaborate with Lean resources to develop the approach for change management, user adoption and key performance metrics.
- Collaborate effectively with data governance entities across the organization to define and implement data stewardship and workflows to support reliable data related to WPC data sharing and data usage.
- Maintain a high-level of knowledge in data integration practices, data warehouse and big data architectures and industry leading tools in order to provide vision and directions in choosing the right Healthcare Data Architecture vendor for WPC.
- Work closely with the WPC’s Director and the Senior Technical Project Manager to make design recommendations which enable the chosen vendor to build and maintain the centralized data-sharing platform for the program.
The WPC Chief Service Designer will manage complex projects in a public setting. The position will direct and work with project teams to achieve project goals in a collaborative manner to complete all tasks within project schedules. This may require coordination of work in areas of estimating, planning, requirements gathering, designing, testing, capacity planning and quality assurance.
$120,614.00-$151,710.00yearly, per year depending upon experience, plus benefits
Base Qualifications: The ideal candidate would have the following, or an equivalent combination of education, training, and experience:
· Bachelor’s degree in Computer Science, Business Administration, Industrial/Organizational Psychology, a Design discipline, or a closely related field.
· Five years of IT project management experience. Managing projects that included digital transformation, digital service design, or technology solutions to enable service innovations qualify for this requirement.
· Three years of experience with data logic design, modeling, governance, security, warehousing, reporting, or analytics.
- Advanced degree and AICP/AIA/PMP certification.
- Five or more years of experience in full life-cycle project management utilizing service design methods such as Human-Centered Design, Lean Process Improvement, user experience research, results-based accountability, behavioral economics, or social science research.
- Three or more years leading multidisciplinary teams that apply techniques from Human-Centered Design and user experience research.
- Two or more years in a role requiring an understanding of municipal governance and familiarity with public sector innovation.Ability to create data governance policies to ensure that WPC reports and dashboards are consistent and meet all data governance guidelines.
- Advanced knowledge in the following technology solution areas: technical design/architecture, Health Information Exchange, Master Data Management, Data Analytics, or Master Person Index.
- Proven ability to budget, organize, develop, motivate, and manage teams.
- Excellent oral and written communications abilities are necessary along with the ability to present clearly to executive level leadership.
- Excellent interpersonal skills including the ability to build consensus and agreement and bring resolution to contentious issues and entrenched interests.
- Strong analytical and organizational skills with the ability to expand technical / business knowledge appropriate to the team through reading, research, on-the-job training and classroom training.