Job Title: Program Analyst

Reports To: IT Director 

FLSA Status: Exempt 

Department: Administrative

Position Summary

The Program Analyst serves as a critical liaison between program staff, the Business Systems & Data and IT teams, and organizational stakeholders responsible for reporting, compliance, and funding requirements.

This position is responsible for assessing and improving business processes related to data collection, program operations, reporting, and performance management. The Program Analyst works closely with end users to understand operational needs, translate those needs into system requirements, develop workflows and standard operating procedures, and ensure accurate and consistent data collection across programs.

The Program Analyst helps ensure that organizational data systems support program effectiveness, grant compliance, performance measurement, and strategic decision-making. This position plays a key role in driving continuous improvement, user adoption, and data integrity throughout the organization.

Who We Are

Established in 1970, Serving Seniors helps San Diego County’s low-income seniors overcome poverty through whole-person, wraparound support including meals, housing, health and social services, and enrichment activities. We work at numerous sites across the county and in the homes of hundreds of homebound seniors. Our flagship Gary & Mary West Senior Wellness Center in downtown San Diego is unlike any other senior center in the nation. Bringing together a range of supportive services under one roof, the Senior Wellness Center operates 365 days a year and offers two floors of integrated care, including health and social services, housing navigation, enrichment activities, lifelong learning, a Cyber Café and linkage to over 25 onsite direct service partners, including a senior dental center. Last fiscal year, we provided over 1.5 million meals and coordinated services to over  13,265 older adults.

Our Mission: Helping seniors in poverty live healthy and fulfilling lives.

Our Vision: All seniors, regardless of income, are able to thrive, engage in their communities, lead purposeful lives, and have a place they call home.

Our Core Values:

Advocacy - Acknowledging and supporting the needs of older adults at the individual, community, and policy-level.

Person-Centered - Seeing the whole person, providing coordinated support, and treating all with dignity and respect.

Integrity – Representing the values of honesty, trust, and transparency within our community.

Compassion & Empathy – Approaching our work with a heartfelt desire to better understand and serve.

Impact – Measuring and evaluating programs to ensure that for every dollar invested, there is a positive impact in the lives of those we serve.

Intentional Involvement – Promoting an environment that nurtures differences and allows individuals to be their entire, authentic selves.

Top Workplace Award Recipient

Serving Seniors has received the San Diego Union-Tribune’s Top Workplaces Award nine out of the ten years the awards program has taken place, and most recently for six years in a row from 2019-2025.

Responsibilities

Business Process Improvement

• Evaluate existing program workflows, operational practices, and data collection processes to identify opportunities for improvement.
• Partner with program leaders and frontline staff to assess business needs and recommend solutions that improve efficiency, consistency, and data quality.
• Document current and future-state workflows and business processes.
• Develop and maintain standard operating procedures (SOPs), process maps, user guides, and workflow documentation.
• Track contact and grant deliverables and due dates.
• Assist with implementation of new programs, initiatives, and operational processes.

Data Collection, Quality, and Reporting

• Monitor data collection practices across programs to ensure consistency, accuracy, and completeness.
• Identify gaps in data collection and reporting processes and develop recommendations for improvement.
• Support data validation, quality assurance, and compliance activities.
• Collaborate with program staff to ensure required data elements are collected and maintained appropriately.
• Assist in developing reporting tools, dashboards, and performance metrics that support program management and organizational goals.
• Analyze trends and provide operational insights to improve program performance and service delivery.

Systems Administration & User Support

• Serve as a primary point of contact between program staff and the Business Systems & Data team.
• Gather and document business requirements for system enhancements, workflows, reports, and process improvements.
• Participate in system implementation projects, upgrades, testing, and user acceptance activities.
• Assist with configuration and maintenance of program databases and related systems.
• Troubleshoot user issues and coordinate solutions with internal and external technology partners.
• Support user adoption and ongoing utilization of organizational systems.

Grant and Compliance Support

• Collaborate with program leadership and grant development staff to understand grant reporting requirements and performance measures.
• Ensure data collection processes align with contractual, regulatory, and grant requirements.
• Assist with data validation and reporting activities related to grants, contracts, audits, and program evaluations.
• Support development of reports, outcomes, and performance metrics used in grant  applications and funder reports.

Training and Change Management

• Develop and deliver training materials for staff on systems, workflows, reporting requirements, and data collection practices.
• Provide ongoing technical assistance and support to program staff.
• Promote organizational best practices related to data management, documentation, and system utilization.
• Support  change management efforts associated with new technologies, processes, and reporting requirements.

Other Duties

• Participate in cross-functional projects and organizational initiatives.
• Support continuous quality improvement activities.
• Perform other related duties as assigned.

Education/Experience

· Bachelor’s Degree required 

· 3 years of relevant experience, with strong skills in data management and advanced Excel

· Experience working with nonprofits preferred Experience in database development 

• 5+ years of experience working in a data maintenance and reporting role.
• Experience reporting data and findings to a senior leadership team. 
• Working knowledge of SQL.
• Experience working with grant funding and reporting, preferably with government funding requirements.

Skills

• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Strong knowledge of and experience with reporting packages (Power BI) and databases (SQL etc)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• Strong analytical and problem solving skills with an interest in improving systems and business practices to help innovate growing data needs 
• Solid understanding of the principles of database management and business process workflow, experience with member-based software a plus
• Ability to work both independently and collaboratively to accomplish organizational goals
• Excellent written and oral communication skills with the ability to train both technical and non-technical users

Other Skills Include: 

• Telephone Etiquette
• Attention to Detail
• Diplomacy & Tact
• Professionalism
• Time Management
• Advanced Microsoft Office User
• Lead small group and/or one-on-one instruction
• Ability to regularly work independently 
• Nonprofit or human services exposure

Physical Demands and Work Environment

Physical Demands: 

While performing the duties of this job, the employee is regularly required to sit for long periods of time; stand; walk; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: 

While performing the duties of this Job, the employee is regularly exposed to normal risks of working in an office environment (e.g., risks due to heavy computer use). In addition, there are risks and exposures specific to working with vulnerable populations.

Why our current employees enjoy working for us:

• We offer a comprehensive benefits package. Serving Seniors pays 100% of employees medical & dental coverage. (For employees who qualify for benefits)
• We offer paid holidays and paid time off to all employees
• We offer a floating holiday to all employees
• We offer up to a 3% match on 403(b) retirement plans, to all employees
• We’ve been voted a best place to work for over five years in San Diego
• We are a stable company with over 50 years of experience
• We have served thousands of older adults throughout San Diego County making a positive impact and providing a higher quality of life to these individuals

Pay : $30 - $35 hourly  DOE 

This employer is an Equal Opportunity/Affirmative Action and E-Verify employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.