Specialist, Implementation and Practice

Job Purpose

The Specialist, Implementation & Practice leads collaboration, elicitation and development efforts to identify and implement new features and best practices in the use of Hoʻokele, LTʻs information & constituent management system and single source of truth supporting data-informed decision-making at the program and organizational level and related program solutions. 

The Specialist works with LT support departments and program locations to collaborate and elicit solution needs, identify solution opportunities, and curate and train LT team members on Hoʻokele (Salesforce) and Constituent Relationship Management (CRM) functionality to ensure consistency of use to ensure documentation and tracking of outcomes/impact for kamalei and `ohana served by the Trust.  This includes engaging with end users on all levels to identify and resolve any system or operational issues impacting data input and update/onboard training materials as necessary, leading coordination of Support Sessions, and participating as a member of the Hoʻokele Continuous Quality Improvement Committee. 

The Specialist works closely with LT leadership and all LT progam locations to support innovation, best practice application and cultural resonance in a manner that reflects the mission, vision, and values of the Trust.   

Essential Responsibilities

• Lead requirements gathering sessions with stakeholders to understand processes, identify gaps, and translate needs into clear user stories and functional specifications across Hoʻokele and other enterprise technology solutions.
• Analyze business workflows and recommend scalable, efficient solutions using Hoʻokele and complementary platforms, ensuring alignment with best practices and organizational standards.

• Respond to program related Hoʻokele IT Help Desk ticket requests.  Address and resolve end-user issues promptly to ensure support of documentation consistency and data-informed practices.

• Collaborate with cross‑functional teams in an agile environment, participating in daily scrum meetings and backlog refinement.
• Manage and execute test planning, including test case creation, regression testing, UAT coordination, and validation of new or updated functionality across all supported platforms.
• Partner with developers, admins, and program leaders to support release cycles, ensuring smooth deployments and minimal business disruption across Hoʻokele and related systems.
• Communicate Hoʻokele related updates across the organization.
• Drive continuous improvement by identifying opportunities for automation, optimization, and enhanced user experience across Hoʻokele and other technology solutions.
• Develop and deliver user training, documentation, and onboarding materials to drive adoption of Hoʻokele features and other technology solutions.
• Ensure that all Hoʻokele training programs and system usage complies with LT organizational policies and procedures.   Regularly review and contribute to updating of policies and procedures, as applicable, in accordance with best practices and regulatory requirements.  

Other duties

• Contributes to the Trustʻs success by accepting new assignments, helping team members, learning new skills, and striving to improves team and organization results. 

Qualifications

Preferred education and experience: 

• Bachelor’s degree in social work, education or related field, or acceptable equivalent. Knowledge of youth development programming and casework and at least 3 years of relevant experience in field.

• Business Analysis experience supporting initiatives from ideation to implementation through requirements documentation, stakeholder communication, and solution validation.
• Project management experience taking initiatives from ideation to implementation.
• Experience delivering end‑to‑end process improvement initiatives, from identifying opportunities through successful implementation.
• At least 3 years experience in supporting information system records management and reporting.
• Valid driver license, clean traffic abstract, and access to a privately owned automobile with valid no-fault insurance.
• TB clearance.
• First Aid and CPR/AED Certification, preferred.

Job Competencies

Describe job specific behaviors that are expected for this role.

1. Demonstrated ability to Collaborate: Interact effectively with at-risk youth, community partners, and multi-disciplinary teams.  Support organizational goals and outcomes, rather than solely for individuals or single team benefit. 
2. Demonstrated ability to Communicate:  Clearly conveys and receive information and ideas to individuals or groups that engages the listener and invites response and feedback.  Demonstrate good written, oral, and listening skills. 

• Knowledge of and demonstrated expertise in direct practice involving case and groupwork, trauma-informed approaches, youth development, and quality assurance processes:

• Respects and relates well to people from varied backgrounds and is sensitive to group differences.  Experience in working with or working knowledge of at-risk youth.
• Knowledge of diversity and cultural competency, interpersonal relationships, impacts of illness, trauma or injury, and the effects of the physical, social and cultural environment.
• Business analysis and project management skills (intermediate to advanced)
• Ability to effectively oversee a number of deliverables and manage them to timely completion; to identify priorities aligned with organizational needs when faced with competing and sometimes emergent demands for resources.
• Ability to effectively work in an interdisciplinary teaming environment, cross-communicating and coordinating toward mutual engagement and understanding.
• Ability to effectively elicit and collaborate with stakeholders to document program needs and identify improvement opportunities
• Collaboration with IT team to act as a bridge between business and technical teams
• Strong organizational, analytical, interpersonal, facilitation, presentation, strategic and creative problem-solving skills are essential. 
• Strong oral, written, and visual communication skills
• Demonstrated ability to remain flexible in adapting to change and learning new systems and processes.  Tolerance for ambiguity, emergence, and divergent work
• Demonstrated ability and success in collaborative efforts, ability to lead and work as member of a multidisciplinary team, understand organizational culture, systems and importance of community. 
• Understanding of systems, design thinking, adult learning styles, and coaching strategies.
• Demonstrated ability to work independently where necessary and take initiative to accomplish tasks toward meeting of key deadlines.   
• Proficiency with MS Office software and Salesforce-based applications is desirable. 
• Ability to work flexible hours when necessary, including nights and weekends, to meet key development, design, and implementation deadlines. 
• Ability to work in environments that are in-office, virtual, and/or field-based. 
• Ability to travel to kīpuka and other locations required for meetings, conferences and events.

Organization Competencies

• Alignment with Queen’s legacy:  Understanding and appreciation of Queen Liliuokalani’s story, her legacy and the Hawaiian Culture is foundational to staff’s commitment to working with our Hawaiian children, families and communities. Demonstrates respect for and appreciation of Hawaiian values history, and culture, understanding its implication in one’s work, in fostering meaningful relationships, and in embracing the community served.

• Hoʻomau i ka ʻImi Naʻauao (Continuous Learning and Improvement): Committed to creating and reinforcing an environment of continuous learning and improvement. 
• Hoʻike i na Manaʻo Pono (Effective Communication):  Communicates with those we serve and each other in a consistent manner that results in mutual understanding, harmony, and action.  

• Noʻonoʻo loi (Critical Thinking and Problem Solving): Actively and skillfully understands, conceptualizes, applies, analyzes, synthesizes, and/or evaluates information and develops and supports fact-based analyses and recommendations

• Hoʻo kumu aʻe  or ʻImi hakuhia (Innovation):  Identifies and integrates creative ideas into new or existing services and promotes effective problem-solving.
• Pilina Hoʻohana a me ka Hana Hilinaʻi (Building Relationships and Creating Trust):  Manages relationships to create optimal opportunities and move the organization forward.

• Alu Like i ka Hana (Teamwork): Works cooperatively and collaboratively with others throughout the organization in alignment with the organization's objectives.
• Hoʻonui i ka ʻIke (Capacity Building): Encourages personal growth by exhibiting trust and a belief in the capacity of others.

Mental and Physical Demands:

• Ability to lift 25lbs pounds. Requires frequent sitting, bending, standing. 

Terms and Conditions of Employment

As a condition of employment, employee will be subject to LT’s policies and procedures.

Liliʻuokalani Trust is an Equal Opportunity Employer. We strive to recruit, train, and retain innovative talent from a diverse candidate pool. All employment decisions will be based on merit, competence, performance, and business needs. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity or expression, religion, ancestry, genetic information, citizenship, marital/civil union status, arrest and court record, domestic or sexual violence victim status, credit history, disability or veteran/military status or other applicable legally protected characteristics.