The Salvation Army

User Support Specialist

Job Locations US-NY-West Nyack
Job ID
Social Services
Compensation Min
USD $57,000.00/Yr.
Compensation Max
USD $62,500.00/Yr.
Regular Full-Time


The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination. We are the largest non-governmental provider of social services in America and every year, we help over 30 million Americans overcome poverty, homelessness, addiction, economic hardships, loneliness, and exploitation through a wide range of programs and services.

The Social Ministries Department at Eastern Territorial Headquarters has an opening for a Client Management User Support Specialist.


The Client Management User Support Specialist, will provide project management support and administrative assistance to Territorial Social Ministries Community Services implementation and general project assistance in Territorial Social Ministries Department, as assigned.  The User Support Specialist works with the Assistant to the Social Ministries Secretary as it relates to Community Services implementation and support.  The User Support Specialist will establish goals each year, in consultation with the Assistant Territorial Social Ministries Director, for presentation to the Territorial Social Ministries Secretary.


User Maintenance Responsibilities

  • Coordinates and administers ongoing support services for Community Services application including, but not limited to, Help Desk Tickets, User Login/Password Administration, and the transferring of clients.
  • Provides reports for administrative and program use, as assigned.
  • Maintains specified modules within the system as requested/necessary.


Resource Maintenance Responsibilities

  • Ensures all required documentation (i.e. User Agreements, New User Request Forms, etc.) is completed adequately and stored securely.
  • Assists in the Request for Proposal (RFP) Process, specifically the scoring of those proposals furnished by the Divisions, as assigned.
  • Fields and examines monthly reports provided by the Divisional System Administrators, compile monthly summaries regarding both unique and commonly experienced successes and challenges of relevance and provides the summary report to the Territorial Social Ministries administrative team.
  • Monitors and updates Divisional Success Story/Video Library, preparing monthly selections for submission to National Headquarters (NHQ) for the National Reports.
  • Reviews and updates outdated and/or specified resources available to users through the SM database, upon approval of the Assistant to the Territorial Social Ministries Secretary.


Data Entry & Auditing

  • Provides data entry support to SM case managers, including but not limited to review of mock families in the Training Site.
  • Shadows case managers, upon request, to troubleshoot and review specific cases in the Live Site.
  • Provide supplemental data entry training to case managers as indicated by number of data entry errors found in Territorial data audits.
  • Reviews Divisional data audits for completeness and provide feedback to Division System Administrators for final corrections.


Social Ministries Information Systems

  • Maintains and assists with data entry, set-up and update revisions for POH databases including Community Services, and the Lotus Notes resource database.
  • Keeps up-to-date with software requirements and upgrades, including participating in appropriate courses and refreshers, ie. Community Services, Microsoft Office and other software, as required.
  • Ensures that updated Community Services and Social Ministries resources are posted on system resource site.
  • Maintains and manages SM network drives.
  • Inputs all data and uploads all documents (i.e. User Agreements, New User Request Forms, Disable User Request Forms) pertaining to Corps locations, personnel, training, etc. in the SM Access Manager, simultaneously taking responsibility for ongoing maintenance through collaboration alongside the team as well as cross-referencing with Community Services data.
  • Assists in ongoing oversight and closing of Divisional trouble tickets submitted to the USESocialMinistries Mailbox.
  • Works through the Social Ministries Secretary regarding IT assistance with POH revision, repair, or expansion of existing technologies to increase operating efficiency or adaptations to new requirements.


Social Ministries (SM) Support and Project Development

  • Assists in the preparation for workshops and training sessions including coordination of copy work and production, assembly and shipping of materials, and meeting coordination.
  • Assists in the development and completion of special projects.
  • Assists in compiling SM reports including statistics, evaluation, and consultation reports
  • Manages the SM documents and training tracking system.
  • Schedules and sends reminders to the field pertaining to regular due dates.
  • Reviews monthly reports submitted by the Divisional System Administrators and provide the Assistant to the Territorial Social Ministries Secretary with a summary in anticipation of the periodic conference call or forum.
  • Compiles client success stories.



  • Participates in Community Services development/developer conferences, as approved.
  • Participates in National and Territorial Social Ministries/Services Conferences, as assigned.
  • Participates in the Annual Social Services Refresher, as assigned.


Social Ministries Department Support

  • Assists with all aspects of the Social Ministries Department trainings, conferences, seminars (database management, meeting coordination, correspondence, on-site registration, on-site training support).
  • Assists in special projects/events, as requested, to support the Social Ministries Department.
  • Other duties as assigned.



  • Associates Degree
  • 2 years of related experience
  • Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook) and Windows XP
  • Knowledge of and comfortable with CommunityServices (client database management system) or similar databases; working knowledge of CommunityServices (client database management system) preferred.
  • Strong organizational skills and ability to prioritize.
  • Demonstrated experience working in a fast-paced environment.


What We Offer

  • Generous Medical, Dental, Vision Benefits
  • TSA paid Life Insurance for Employees
  • Additional life insurance options for employees
  • On-site cafeteria
  • Paid Time Off – Vacation, Sick, Personal days
  • 403(b) retirement savings plan
  • Non-contributory Pension Plan
  • Professional Development
  • Education Assistance
  • Free, on-site Fitness Center
  • Most federal holidays
  • Opportunities to give back and support our communities



All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, disability or protected veteran status. 


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