The Salesforce Administrator helps maintain and support a diverse set of Salesforce instances managed by the Ready Ready Integrated Data System (IDS) team. The Salesforce Administrator will lead the ongoing development of our deployment. The successful candidate will have a record of success in improving processes and adoption. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes. The ideal candidate will own the daily administration of the Salesforce instance. The Salesforce Administrator will work to ensure efficient use of the platform, reporting, data hygiene, and deliverables. This role will require excellent cross functional communication skills, detailed planning and timely execution.
DAY-TO-DAY MAINTENANCE & PLATFORM ENHANCEMENTS:
- Own the management of the Ready Ready Salesforce instance, serving as an internal resource for requirements definition thro ugh configuration, deployment and training to promote adoption of all departments interacting with Salesforce.
- Serve as an outsourced administrator for the management of partner organization Salesforce instances, managing change requests through the full implementation lifecycle in partnership with consultants and internal IT teams.
- Manage administration of systems users and forecast license needs
- Customize Salesforce views, workflows, data model and objects, rules, profiles, etc. and collaborate with business stakeholder teams, data analytics, and operations to enhance user experience.
- Manage incoming support requests from IT, support, and front-line users; including daily administrative/maintenance requests and larger analytical projects
- Evaluate, scope, execute updates and enhancements within expected timeframe
- Manage and maintain integration with third party tools and Salesforce
- Make suggestions on additional applications to better improve Salesforce workflow
- Collaborate with internal and external stakeholders to assist with problem resolution
- Manage deployment of enhancements according to instance management protocols defined by the project
- Ensure goals for system usage are clearly defined and reported regularly
DATA INTEGRITY & ANALYTICS:
- Assist in creating and distributing dashboards and reports based on leadership’s needs, targets, and goal metrics
- Manage regular inputs from internal data sources
- Collaborate with internal teams to ensure data integrity; utilize duplicate and matching rule tools in Salesforce to prevent and manage duplicates
- Data mapping and utilization of native Salesforce tools and/or ETL or IPaaS tools to perform data migration
- Minimum of an active Salesforce Administration Certification
- 1-3 years of previous Customer Relationship Management systems experience
- Demonstrated track record of exercising independent judgment on small and medium-sized projects and/or leading key components of larger projects
- Team player with strong interpersonal skills and ability to take a leadership role when necessary
- Able to work independently, learn quickly and think creatively
- Detail-oriented individual with the ability to quickly assimilate and apply new concepts, business models and technologies
- Excellent oral and written communications skills
- 1-3 years of systems consulting experience
- Additional Salesforce Certifications in process or attained
- Background in Computer Science, Information Systems, Operations Management, and/or Business Analytics
- Familiarity with Electronic Health Record Systems
Background on the Initiative
Data gathered through interviews, focus groups, and community work groups show that families, as well as the direct service providers who work with them, experience significant obstacles as they navigate a fragmented and disjointed service landscape that inhibit both economic stability and healthy child development. Those obstacles included challenges around health, education, inequity, and economic mobility that began at birth and continued throughout residents’ lifetimes.
Families report lack of information, access, coordination, and sufficient service capacity as barriers to many essential services. They report experiencing stigma that diminishes their likelihood of seeking assistance and contributes to the mis-identification of their true needs.
Service providers report that a lack of cross-organizational processes, technology, and communication inhibits their ability to proactively coordinate care and effectively support children and their families.
Decision-makers lack data to fully understand families’ needs and the community’s capacity, key data that informs both resource allocation and local policy decisions.
Over the course of several years, Guilford County convened stakeholders to identify and develop strategies to address the root causes of these obstacles. Those stakeholders concluded that solving these complex challenges and producing population level change would require a systems lens approach that placed families at the center.
Community-based system features, identified by Guilford County stakeholders, include:
● Family control of who has access to data
- Family and community provider access to resource database with closed-loop referral capacity
- Proactive cross-agency planning and care management
- Reduced burden on families to repeat their stories to providers
- Streamlined eligibility and enrollment processes
- Ease of use and integration with existing in-house systems; and
- The ability to use aggregated and de-identified data for decision-making; this data will also support evaluation of both initiatives and serve the effort to build sustainability and investment in successful approaches
Achieving population-level outcomes demands a new approach to cross-program coordination and care management for families. To this end, the Get Ready Guilford Initiative is focused on improving the way programs and organizations work together to drive improved outcomes for young children and their families. The Initiative represents a multi-generational approach utilizing interconnected strategies.
Strategy 1: Develop a proactive navigation system to connect families with young children to effective programs and services
Ready Ready’s focus is to improve outcomes and reduce disparities at the population level across the early childhood continuum, beginning with planned and well-timed pregnancies, healthy births, on-track development at 12, 24, and 36 months, kindergarten readiness, and success in third grade. Ready Ready has worked with families, providers, local and national partners to design a navigation system that connects families with young children to appropriate and desired programs and services when they need them.
This infrastructure will support improved outcomes and reduced disparities at the population level, spanning preconception to third grade. The first phase of the Get Ready Guilford Initiative (2019-2021) is focused on prenatal to age three and will expand to age 8 in later phases.
Strategy 2: Develop enabling technology for Navigation and Coordination Across Programs
Navigation requires developing an Integrated Data System (IDS) that supports a network of providers participating in shared delivery of Navigation services and that local partners can use to coordinate with each other with the goal of serving families more efficiently and effectively. The IDS is enabled by a technology stack consisting of three layers: a program database layer of individual nonprofit program databases and the Navigation program database supporting the Navigation strategy, a services and security layer that consists of an iPaaS (Integration Platform as a Service) and API Gateway that manages information transfer between databases, and a Community Portal/Apps Layer that allows parents and caregivers to search the “Agency Finder,” a curated directory of nonprofit programs in the community managed by Ready Ready.
The enabling technology of the IDS is built with an API-first approach to not only allow data sharing across the core agencies involved in Navigation and their partners in the community, but also to enable points of connection with other systems-change initiatives such as Integrated Service Delivery at United Way of Greater Greensboro, the statewide implementation of NCCARE360, and other future research initiatives that might eventually be provided with access to the data for evaluation.
Strategy 3: Develop enabling technology for aggregating de-identified data for analysis
In the future, Ready Ready also intends to include a data warehouse and analytics tools in the Integrated Data System so that it can link de-identified data from multiple sources to support community-level analysis about early childhood services, outcomes, and policies. Data from the Navigation database will be merged with other data sources, as available, to support decision-making with comprehensive data. This strategy will proceed once the component systems have been built and there is a sufficient amount of data to be significant for analysis.