Implementation Support Specialist

POSITION DESCRIPTION

Position Title: Implementation Support Specialist

Reports To: Program Director

Supports: Platform Administrators

Location: Wisconsin (Hybrid; ability to meet with project partners in Madison 1-2 days per week)

Status: Full-time

Salary: $55,000 to 58,000 annually

Position Overview The WIRE Implementation Support Specialist is a detail-oriented, proactive professional responsible for providing administrative, operational, and programmatic support to ensure the smooth and effective implementation of 211/WIRE-related initiatives. This position supports the Platform Administrators and program staff by coordinating partner onboarding activities, maintaining documentation, assisting with workflow mapping, and supporting reporting and partner communications. The role does not independently own platform configuration, system changes, or technical implementation decisions.

About United Way of Wisconsin United Way of Wisconsin works to improve lives and strengthen communities by mobilizing partners to close gaps and expand opportunities so everyone can thrive in Wisconsin. This includes supporting statewide initiatives such as 211 Wisconsin, Volunteer Wisconsin, Techquity WI, and the Wisconsin Information and Referral Exchange (WIRE). United Way of Wisconsin also provides member support services to local and independent United Ways and 211 regional contact centers.

About WIRE The Wisconsin Information Referral Exchange (WIRE) provides a simple, secure way for government, health care, and social service organizations to exchange information. This helps ensure that people across Wisconsin receive the care and services they need, especially those who are most vulnerable.

WIRE is a direct on ramp for organizations that supports better coordination, improved outcomes, and stronger health and well-being for communities throughout Wisconsin.

Core Competencies
• Strong analytical and critical thinking
• Reliable judgment with discretion for sensitive information
• Excellent organizational and time management
• Clear written and verbal communication
• Collaborative across departments and diverse groups
• Proficient in Microsoft Office, productivity tools, and enterprise technologies
• Initiative, adaptability, and eagerness to learn and improve

Essential Duties and Responsibilities

1. Planning and Coordination
• Facilitate onboarding and implementation of processes for WIRE and 211 partners.
• Manage schedules, meetings, timelines, and materials associated with partner onboarding and

implementation initiatives.
• Provide support with administrative responsibilities, including scheduling, document preparation,

file management, and monitoring implementation progress.
• Record program workflows, onboarding procedures, and operational protocols.

2. Data Management, Monitoring, and Reporting
• Monitor the progress of partner onboarding and achievement of implementation milestones.

• Develop draft reports, performance summaries, and dashboards for both internal stakeholders and partners.

• Assist in data collection and validation initiatives to maintain accuracy and consistency.
• Execute assigned technical responsibilities, such as designing forms and generating reports on

the platform.

3. Communication and Outreach
• Contribute to the development and maintenance of standardized partner-facing

communications and onboarding materials.
• Coordinate and assist with business development activities.
• Serve as the initial point of contact for partner support inquiries, managing triage,

documentation, and collaboration with relevant staff as necessary.
• Accurately record meeting outcomes by preparing notes, summaries, and actionable items.

4. Partner Helpdesk and Support
• Serve as a first line contact for WIRE and 211 partner questions, issues, and requests related to

onboarding, workflows, and day today platform use.
• Log, track, and prioritize partner support requests using established tools or processes.
• Provide basic guidance and troubleshooting using existing documentation, FAQs, and standard

workflows.
• Escalate technical issues to the Platform Administrator or appropriate staff, ensuring clear

documentation and follow through.
• Identify recurring questions or issues and recommend updates to documentation, training

materials, or workflows.
• Support timely and professional partner communication regarding request status and next steps.

5. Confidentiality and Compliance
• Maintain confidentiality of sensitive and privileged information.
• Follow organizational policies and procedures related to data privacy, security, and information

management. Role Scope and Decision Authority This position provides implementation coordination and support. Final authority for platform configuration, system changes, technical implementation decisions, and external technical commitments remains with the Platform Administrator and designated leadership. Qualifications

Education and Experience
• Associate or bachelor's degree in a relevant field (e.g., math, data analytics, nonprofit or business

administration) or equivalent professional experience.
• 1–2 years of experience in program support, coordination, or implementation support roles with

demonstrated technical ability.

Skills and Requirements
• Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with

advanced skills preferred.
• Competence in utilizing cloud-based platforms and tools.
• Exceptional written and verbal communication capabilities.
• Strong organizational and multitasking skills.
• Ability to operate effectively both independently and as part of a team within hybrid or

distributed work environments.
• Experience with project tracking, documentation, or reporting tools is preferred.

Mission Alignment All staff are expected to reflect organizational core values by being mission-focused, relationship- oriented, results-driven, and strong stewards of the United Way brand.

• Position Overview
• About United Way of Wisconsin
• About WIRE
• Core Competencies
• Essential Duties and Responsibilities
• 1. Planning and Coordination
• 2. Data Management, Monitoring, and Reporting
• 3. Communication and Outreach
• 5. Confidentiality and Compliance
• Role Scope and Decision Authority
• Qualifications
• Education and Experience
• Skills and Requirements
• Mission Alignment