IT Process and Support Specialist

IT Process and Support Specialist

Full-time (40 hours), Shift: Monday-Friday, first shift with some flexibility to work some evenings and weekends on occasion. This is an in-person, on-site position.

This is a grant funded position with funding through September 30, 2027 with the possibility of additional funding beyond that.

Sojourner Family Peace Center employs dedicated, hardworking professionals who want to be of service to others and make a difference in Milwaukee and surrounding communities. If you have a desire to help support survivors and work with passionate colleagues, whose personal and professional experience is as diverse as the clients we serve, this may be the position for you.

Overview

Sojourner Family Peace Center seeks an IT Process and Support Specialist to improve technology use and training that supports our 24-hour Domestic Violence hotline, emergency shelter, and advocacy services. This role combines operational analysis and technology support with victim services. The specialist will work closely with advocates, program leadership, and external vendors to understand current service and data flows, document system protocols, and identify opportunities to improve the reliability and safety of our hotline, textline, and database. The ideal candidate is someone who can listen deeply to frontline staff, translate workflows into clear diagrams and documentation, and help the organization make informed decisions about future technology investments — while maintaining a trauma-informed, survivor-centered lens.

Why This Role Matters

Technology is not separate from victim services — it is often the pathway to safety. This position plays a critical role in ensuring survivors can reach help quickly, securely, and without barriers, while also helping Sojourner build efficient technology for the future. This role directly supports access to crisis intervention, advocacy, and stabilization services across Milwaukee County through technology.

Total Rewards Program We Provide

Competitive Pay, $22.00/hour

Medical, Dental and Vision Insurance

Short-Term Disability Insurance

Group Life Insurance

403B Retirement Plan with Generous Match

Comprehensive Wellness Program

Flexible Spending Accounts

Generous PTO Policy

5 Wellness Days per year

10 Paid Holidays

Therapy Dog on site twice a month

Employee Assistance Program

Voluntary Benefits through Colonial Life Insurance

Professional Development Opportunities

What are the Job Responsibilities?

Data Integrity, Safety & Compliance

• Support the use of digital intake, reporting, and documentation tools to ensure data accuracy and consistency
• Help maintain survivor confidentiality and secure handling of sensitive information in alignment with grant, DOJ, and victim-service confidentiality requirements
• Promote best practices around secure, survivor-safe, use of technology

Training & Advocate Enablement

• Develop and maintain quick-reference guides, process documentation, and training materials for advocates and volunteers
• Train staff on trauma-informed technology use, system workflows, and safety procedures
• Serve as a bridge between frontline staff experience and technical understanding

Hotline & Client-Facing Technology Process

• Support and maintain hotline, textline, and virtual advocacy platforms, to ensure uninterrupted access to services.
• Help to troubleshoot, support, and resolve issues with staff so they are using technology efficiently.
• Partner with program staff to ensure technology supports trauma-informed, confidential service delivery

Systems Mapping & Analysis

• Document current hotline and advocacy workflows from a technology and data perspective
• Create process maps, data flow diagrams, and system inventories that show how calls, texts, client information, and referrals move through the organization
• With the support of the Director of IT, identify gaps, risks, inefficiencies, and single points of failure in the current infrastructure

Continuous Improvement & Reporting

• Monitor trends in hotline and client contact activity to inform service quality and operational planning
• Contribute to evaluation, reporting, and narrative documentation related to grant-funded activities
• Support organizational learning around technology's role in equitable access to victim services

Required Education

Education or Experience that demonstrates your ability to be successful in this position.

Preferred Qualifications

• Experience with systems analysis, service design, business analysis, or operational documentation
• Familiarity with hotline, call-center, or crisis-line environments
• Experience supporting data integrity, privacy, or compliance in sensitive service settings
• Background in training, technical documentation, or staff enablement
• Comfort working with vendors or external technology partners
• Experience working in or alongside human services, crisis response, advocacy, or nonprofit environments
• Strong ability to document processes, create diagrams, and translate complex workflows into clear written and visual materials
• Comfort working with technology systems used in client-facing or operational settings (hotlines, case management tools, communication platforms, or similar)
• Ability to collaborate with staff across roles and disciplines, particularly frontline advocates
• Excellent written communication skills and attention to detail
• Commitment to survivor-centered, trauma-informed values

Other Skills and Abilities

Ability to work independently. Be detail-oriented, meet deadlines, organized, and work well independently.