Public Consulting Group

Lead Program Assistant

Job Locations US-CA-San Diego
Posted Date 2 weeks ago(11/23/2022 3:16 PM)
Job ID
# of Openings
Case Management/Care Coordination
Regular Full-Time
Practice Area
Human Services


Company Overview

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, technology, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG employs approximately 2,000 professionals worldwide—all committed to delivering solutions that change lives for the better. The firm has extensive experience in all 50 states, Canada, and a growing practice in Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit   




Overall Responsibilities

The Housing Support Program utilizes a rapid re-housing model to assist CalWORKs families who are facing homelessness to find and maintain housing. The program will provide participating families with intensive case management, housing identification, and financial assistance. The Family Stabilization Program assists CalWORKs Employment Services families with qualifying emergencies in order to remove barriers preventing them from participating in their activities.

PCG is seeking a highly organized, emotionally intelligent, customer service-oriented Lead Program Assistant to support the day-to-day activities for the CalWORKs Housing Support Program and Family Stabilization Program. This individual will be responsible for supporting, guiding and coaching a team of Program Assistants. This individual will play a critical role in supporting the Family Services Operations Supervisor in all aspects of the housing referral process, and ensuring PCG’s monthly metrics are met with 100% accuracy and timeliness. This role is ideal for an experienced administrative professional with excellent attention to detail, interpersonal and customer service skills.


Program Assistants are the first point of contact for our housing department and are responsible for answering a high-volume housing phone line, monitoring and handling Microsoft Outlook-based inboxes for internal and external referrals, contacting, and scheduling intakes for individuals referred to the housing department. The Family Services Lead Program Assistant will help to ensure that Program Assistants explain program eligibility requirements clearly and accurately, answer questions for customers as well as referring partners and provide relevant resources for customers who are in crisis. The Lead Program Assistant is also responsible for closely monitoring our various referral sources, supporting with escalated customer situations, completing County paperwork, and utilizing the CalWIN database for data entry and reporting tasks. Program Assistants are also expected to provide general support and assistance as needed to the Family Services department. The Family Services Lead Program Assistant will provide ongoing coaching, encouragement and accountability for their team members and take initiative to improve processes as needed or required. it is expected that he or she will effectively communicate and collaborate with case managers, supervisors, managers and contribute to a healthy, positive work environment.



San Diego County Residence is Required.



Specific Responsibilities and Required Skills


  • Ensure standard operating procedures for the project are implemented and maintained.
  • Support the Program Assistant team in meeting the Housing team’s contract performance expectations 100% of the time and adhere to County and State requirements.
  • Help ensure customers/participants requesting housing assistance receive quality and timely services from the program assistants, including contacting customers within one day of receiving a referral.
  • Generate accurate reports to provide staff with timely information.
  • Help train new Program Assistants and provide them with ongoing support and feedback.
  • Communicate regularly with all staff to disseminate timely information.
  • Communicate in a timely and concise way with other departments and community and County partners.
  • Complete necessary County paper documents and forms with required data or information; ensure their team members complete necessary documentation.
  • Seek feedback and direction from direct supervisor and project leadership team.
  • Maintain strong working relationships with community and government agencies that provide services to our customers.
  • Help to ensure that Program Assistants respond to and correct citations from the Quality Assurance Department in a timely manner.
  • Must be able to compile data in Excel and create reports.
  • Possess strong customer service-orientation and has an ability to effectively lead a team.
  • Ability to handle multiple tasks under pressure, prioritize work and meet tight deadlines.
  • Familiarity with handling a high-volume, inbound/outbound referral program.
  • Ability to learn quickly in a fast pace environment.
  • High self-awareness and ability to accept feedback; excellent communication skills.
  • Ability to maintain a record keeping and follow-up system.
  • Ability to work with and relate to participants and demonstrate active listening skills;
  • Display a professional level of empathy for participants and respect for cultural differences.
  • Ability to learn specialized databases and software systems.
  • Demonstrated ability to use various computer systems preferably CalWIN although not required;
  • Ability to work independently, requiring minimal supervision and on multiple projects simultaneously;








Required Education and Experience


  • A Bachelor’s degree with a minimum 2 years of customer services, particularly in human services.
  • Customer service experience and handling a high-volume referral-based program strongly desired. Significant related experience may substitute for the educational requirements.
  • Proficient with MS Office: Word, Excel, Outlook, PowerPoint.
  • Previous experience with data entry, and multicultural staff and customers is strongly desired.
  • Ability to speak a second language, particularly Spanish, Arabic or Haitian Creole strongly desired.



San Diego County Residence is Required.


EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.


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