Implementation Support Analyst - CARES

CARES (Child Welfare Case Management System) is California’s statewide system modernization initiative, replacing legacy child welfare systems across all 58 counties. As an Implementation Support Analyst embedded in Los Angeles County, you will serve as a first-line resource for county social workers during go-live, triaging and resolving the issues that arise when users encounter a new system in a high-stakes operating environment. This role sits at the intersection of child welfare policy, system functionality, and end-user support. This is a full-time, fixed-term engagement anticipated to run approximately six (6) months, aligned with the Los Angeles County CARES go-live and stabilization period. Employment will conclude at the end of the engagement term unless extended by mutual agreement. Job Location: Los Angeles County, CA (on-site at DCFS district offices; remote work may apply between site visits), * Serve as a point of contact for Los Angeles County social workers experiencing issues with the CARES system during implementation.

• Triage and categorize issues reported by users - distinguishing between CARES system defects, user errors, and training gaps.
• Log, track, and escalate confirmed system defects to the CWDS technical team using established ticketing and issue management protocols.
• Deliver on-the-spot guidance and workflow coaching to social workers for issues classified as user-driven or training-related.
• Identify patterns in reported issues and communicate trends to the CWDS implementation team to inform system fixes and training curriculum updates.
• Conduct on-site support visits to Los Angeles County district offices to provide hands-on assistance to frontline staff.
• Maintain detailed documentation of reported issues, resolutions, and user feedback for post-implementation review.
• Collaborate with CWDS project leadership, county liaisons, and system vendor representatives to coordinate timely issue resolution.
• Contribute to the development of quick-reference guides, FAQs, and job aids to support user adoption and reduce repeat support requests.

Do you have experience in Triage?, Do you have a Bachelor’s degree?, * Child welfare program knowledge: Solid understanding of California child welfare policy, program structure, and social worker workflows (e.g., referrals, investigations, case management, court documentation).

• Case management system experience: Prior hands-on experience with child welfare case management systems (CWS/CMS, CCWIS-compliant systems, or comparable statewide platforms).
• Issue triage and analytical skills: Demonstrated ability to quickly diagnose and classify system issues, distinguish defect types, and make sound routing decisions under pressure.
• Communication skills: Ability to communicate technical findings clearly to non-technical end users, as well as summarize and escalate issues effectively to project leadership.
• System implementation exposure: Prior experience supporting a government system implementation, go-live, or ERP/case management rollout in a support or analyst capacity.
• Documentation: Proficiency in documenting issues, writing clear summaries, and maintaining issue logs in a structured format.
• Travel availability: Ability to travel to Los Angeles County district offices as required throughout the engagement period., * Direct experience with CARES or familiarity with the CARES system modernization initiative.
• Prior work experience at or with Los Angeles County DCFS or a California county child welfare agency.
• Background as a social worker, eligibility worker, or program specialist in a California county child welfare or social services department.
• Experience with help desk ticketing systems (e.g., ServiceNow, Jira, Zendesk) and issue management workflows.
• Bilingual in Spanish - preferred given LA County’s service population.
• Bachelor’s degree in Social Work, Public Administration, Information Systems, or a related field.

$45 - $55 per hour