Associate Director for Tactical Planning, Quality and Improvement

Social Services Program Administration Manager (Hybrid)

Recruitment #220615-2490MP-001


The State of Connecticut, Department of Social Services (DSS) is recruiting for an Associate Director for Tactical Planning, Quality and Improvement (Social Services Program Administration Managerin the Division of Field Operations, responsible for Tactical Planning, Quality, and Improvement.  This opportunity is located at 55 Farmington Avenue, Hartford, CT, and is a full-time hybrid position with a combination of in office and remote work. The first shift hours are 8:30 am to 5 pm. 

The Division of Field Operations is comprised of twelve field offices located throughout the state providing direct statewide access to the majority of programs that DSS administers.  The Division of Field Operations is the DSS connection to the local communities, working closely with Community Action Agencies, other state agencies, not for profits, hospitals, long-term care facilities, local boards, and many community-based organizations.  

The Associate Director for Tactical Planning, Quality and Improvement reports to the Director of Field Operations and is part of the Field Operations leadership team which also includes two additional Associate Directors of Field Operations for Processing and Service Center Management and Benefit Center Management respectively.

Duties and responsibilities of this position would include:
  • Collection and analysis of ImpaCT system data and system stability.
  • Through real time analysis of data and productivity, implement tactical decisions to improve performance.
  • Examine trends, develop, and implement business processes to improve performance.  
  • Development and implementation of quality improvements and performance metrics.
  • Data reporting and presentations from the field, 
  • Liaison to the Division of Business Intelligence & Analytics and Planning and Improvement Office.  
  • Collaborate with and Liaison to the Divisions of Program Oversight & Grants Administration and Business Systems to develop and implement changes to policy and systems that support the work of the Division. 
  • Report and advise leadership on productivity and timeliness.
  • Required duties as assigned
We offer competitive benefits including health and dental insurance, a retirement plan, group life insurance, and other supplemental benefits. Paid time off is also offered, including 12 paid holidays per calendar year, in addition to vacation, sick and personal leave accruals. We encourage a healthy work/life balance to all employees. *This salary range shall increase effective July 1, 2022. 

We hope you take this opportunity to further your career and Make an Impact!

Selection Plan

The Department of Social Services participates in the E-Verify system, which is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States.

To apply:
Interviews will be limited to candidates whose experience most closely meets the preferred qualifications, so please ensure that your application is complete and details your experience as outlined in this job posting. Please note: You will be unable to make revisions once you submit your application into the JobAps system.

Applications to this recruitment may be used for future vacancies in this job class.

The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.

In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process.

Important Next Step Information for After You Apply:
Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.

This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the question's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.

At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency. Applicants must meet the minimum qualifications as indicated to apply for this position.

All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to

Connect With Us:
  • If you have any questions pertaining to this recruitment please contact Jasmyn Raymond at and reference the recruitment number.
  • Follow us on twitter @ctdss and see what we are all about!


In the Departments of Aging and Disability Services, Developmental Services, Mental Health and Addictions Services, Social Services, and the Office of Early Childhood, this class is accountable for managing program/policy planning, development, implementation and monitoring for a major agency program area.


Manages staff and/or operations of unit/program; implements social services programs/policies; coordinates, plans and manages unit/program activities; formulates program goals and objectives through the review of agency data; develops or assists in development of related policy; interprets and administers pertinent laws; coordinates research, data analysis and program planning efforts; monitors, analyzes and evaluates programs/policies to determine cost-effectiveness and quality of service; identifies and coordinates training needs; advises leadership of legislative, legal or other program/policy impacts and recommends an appropriate position; monitors all internally and externally initiated program/policy changes; researches, prepares and presents testimony to legislative committees, study committees and courts regarding social services issues; evaluates staff; prepares or assists in budget preparation; maintains contacts with individuals both within and outside of agency who might impact on program activities; acts as agency contact with state, federal and community agencies on social services to ensure service delivery; performs related duties as required.


Considerable knowledge of social services programs, early childhood programs, deaf and hard of hearing programs, programs for older adults and/or programs for individuals with intellectual disability or behavioral health issues; considerable knowledge of relevant agency policies and procedures; considerable knowledge of and ability to apply management principles and techniques; considerable knowledge of relevant state and federal laws, statutes and regulations; knowledge of community organizations and social services agencies; considerable interpersonal skills; considerable oral and written communication skills; considerable ability to interpret complex written material including legal narrative and to assess the impact thereof on programmatic goals.


Nine (9) years of professional experience in the delivery of social services programs and/or policies.


One (1) year of the General Experience must have been in a managerial or consultative capacity with programmatic and administrative responsibility for a regional or statewide social services program.

Note: For State employees, the Special Experience is interpreted at the level of Program Manager, Operations Manager, Public Assistance Consultant, Planning Specialist and Associate Accountant.


1. College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half year of experience to a maximum of four (4) years for a Bachelor's degree.

2. A Master's degree in Social Work, Public Administration, Accounting, Early Childhood Education or a closely related field may be substituted for one (1) additional year of the General Experience.


Preference will be given to candidates with the following experience:
  • Leading and supervising staff including assigning, guiding and reviewing others’ work and exercising sound judgement in decision making.
  • Communicating effectively to a wide variety of professionals and stakeholders.
  • With organizational strategic planning, change efforts and communications for an operational agency.
  • Working in a fast-paced work environment requiring action and reaction to developing situations.
  • Working with infrastructure and business teams to support troubleshooting analysis and the development of resolutions.
  • Utilizing Microsoft Access and Excel to manipulate and analyze large data sets in a professional setting.
  • Running and evaluating basic statistics and ad hoc reports.
  • Applying statistical research and techniques to projects.
  • Creating data visualizations and step by step instructions.
  • Using SharePoint and other Microsoft Office 365 software.



The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.