The PbS Learning Institute, a national non-profit juvenile justice organization, is seeking a tech savvy individual to join our PbS Help Desk and technical assistance team. The PbS Technical Support Associate will be responsible for communications with juvenile justice professionals, building resources to help the field rehabilitate young offenders, facilitate the collection of data from juvenile facilities, developing and updating the PbS website, and assisting with all aspects of PbS such as training events and distribution of online surveys. The PbS Learning Institute is a small dynamic organization dedicated to treating all youths in custody as one of our own. The ideal candidate would be extremely well organized, able to juggle multiple tasks, enjoy a small office environment, be full of creativity and initiative and interested in growing into new positions as PbS expands.

Responsibilities:

• Data collection support
  • Assist in the monitoring of data collection activities including tracking deadlines and ensuring that information is accurate
  • Oversee the configuration, inventory and troubleshooting of android mobile devices used to collect survey data
  • Review and perform quality checks on existing data sources
• Participant support
  • Answer Help Desk calls and email requests for website troubleshooting and support
  • Escalate Help Desk inquiries when scope of the service task is appropriate
  • Provide the highest level of quality customer support during all participant interactions
• Web development support
  • Proactively identify areas for improvement and provide possible solutions
  • Develop test scenarios and test cases, as well as testing activities necessary to assess the quality and completion of system implementations
  • Create documentation in the form of user guides, integration guides, in-platform instructions, installation/configuration instructions, implementation guides, online help, release notes, and system operations.
• In-office/staff Support
  • Assist PbS staff and coaches with computer related questions, malfunctions and upgrades
  • Maintain users, subscriptions and licenses for various SAAS providers
  • Develop training materials and procedures, or train users in the proper use of hardware or software

Required Skills:

• Strong organizational, and time management skills, and ability to communicate in a manner for non-technical individuals to understand
• Ability to work on multiple projects simultaneously, set priorities, organize time, and identify resources for projects as needed
• Highly computer literate with proficiency in MS Office with emphasis on intermediate to advanced Excel
• Project and task management experience, preferably using Asana
• Positive attitude and commitment to teamwork

Nice to haves:

• Bachelor's degree or equivalent in Computer Science, Information Technology, Computing, Data Science or related disciplines
• Experience using Mobile Device Management (MDM) or troubleshooting android devices
• Experience in survey design practices and creating online surveys
• Familiarity with HTML, CSS, XML, JSON and ability to understand different markup languages
• Experience with SQL and writing queries
• Experience developing wireframes, workflows, use case diagrams, flowcharts and other analysis documentation
• Basic understanding of web-based software application delivery
• Interest in non-profit, juvenile/criminal justice related field and making an impact on young lives

How to Apply:

Apply on Idealist.org

Mission: The mission of the PbS Coach, as a ‘PbS  ambassador’ to participating  jurisdictions, is to foster integration of the PbS  program into daily facility operations and ensure a field-supported and self-sustaining continuous learning program that improves conditions of confinement in youth corrections and detention as well as the work environment for staff in the facilities.

Philosophy of Approach: The PbS Coach is the person that provides support to the field.  They brings enthusiasm and skill to the PbS program. The coach must be viewed as a ‘goodwill ambassador' and true partner to jurisdictions.  Determining positive aspects to sites in conjunction with site and jurisdiction staff is essential.

The Coaches’ approach is to share ideas, principles and methods of the PbS program. This is done in an environment where the objective is learning to improve and this objective is understood by staff. Program matters are placed on equal footing with the experiences, the problems, the complications and, most of all, the stories of a site and/or its respective agency.

Discussion of sensitive issues with an experienced PbS Coach helps gain the trust of sites and jurisdictions, since the coach serves as a critical 'listening post'.  This listening coupled with the coach providing important feedback to PbS staff enhances the relationship between PbS personnel and jurisdictions.

The PbS Coach approaches their assignment with enthusiasm by positively accentuating the ‘good things’ through praising strong efforts and improvements while being pro-active around issues needing improvement. They encourages teamwork by including as many stakeholders as possible.   The Coach discusses the work from a learning perspective: what is working, what is not and why. Learning is realized so that more effective plans or activities can be developed. When a site is moving in the right direction, the coach should help to identify the causal factors involved. The site should be supported and recognized if it is on the right course. This positive activity should be documented for other PbS sites/jurisdictions to learn from.

In this light, the PbS Coach observes and encourages positive developments, improvements and learning opportunities at each site and jurisdiction. It is important that they take note and provides meaningful feedback.

Areas where the Coach believes, based upon data, reports and experience that additional work or change may be warranted are noted and presented to site/jurisdictional staff confidentially in a pro-active, constructive manner.  In essence, the strategies suggested for improvement and change are communicated sensitively between all stakeholders.

How to apply:

The PbS Learning Institute is always looking for talented individuals motivated to drive change across youth-serving organizations. Coaches bring their many years of experience leading juvenile programs and agencies and get to apply that experience nationally. If coaching is something that interests you, use our contact page to let us know more about you.