• Serve as the first voice families hear — answering every call with warmth, patience, and genuine care, and ensuring they are connected to the right person quickly and thoughtfully. • Return all voicemails from families and prospective clients within 1 business day. • Coordinate on-demand interpreter services as needed to ensure families who communicate in languages other than English receive the same quality of support from the very first call. • Conduct basic intake screenings using ANNA’s approved questionnaire to determine whether interested families may be an appropriate fit for our services. • Coordinate the scheduling of developmental evaluations in close partnership with the clinical team, ensuring families experience a smooth and reassuring transition from first contact to first appointment. • Maintain a positive, supportive, and professional tone for all communications. • Demonstrate strong customer service skills. • Serve as a visible ambassador of ANNA's values (Growth, Excellent Care, Kindness, Inclusion, and Teamwork), ensuring that every family, regardless of background, language, or circumstance, feels welcomed, respected, and genuinely supported from the very first call. • Complete the forms to request PT1 (MassHealth authorizations for state-sponsored transportation) for new clients. • Provide general administrative support for duties as assigned by the Director of Operations. • Uphold confidentiality, adhering to all HIPAA and ANNA privacy policies. • Record all correspondence (phone, email) with families, prospective clients and current clients in the appropriate Lumary profile immediately upon completion.

• Collaborate with executive stakeholders across the company to gather, analyze, and document complex business requirements. • Partner closely with Architects, other Admins, Developers, consultants, and business stakeholders to translate business requirements into scalable solutions. • Manage and optimize complex data models, sharing rules, roles, profiles, permission sets. • Proactive optimization - security reviews, release updates, and tackle existing technical debt. • Develop and maintain comprehensive system documentation, including technical specifications, process diagrams, and user guides. • Lead end-user UAT and training sessions to assist in change management efforts. • Troubleshoot and resolve complex issues related to the platform and related tools.

• Oversee, maintain, and continuously improve DFS’s Salesforce platform to support company operations and internal teams. • Assist users with troubleshooting and technical inquiries. • Create and maintain automation using both declarative and programmatic Salesforce tools. • Manage user profiles and permissions to ensure secure system access. • Build and maintain analytical dashboards to support data-driven decision-making. • Clean and manage data using tools such as Excel and SQL. • Implement data models aligned with evolving business needs. • Update document templates using Conga Composer. • Document technical processes and optimize marketing lead distribution workflows. • Support system-related projects and initiatives as the organization grows.

• Administer and support the organization’s enterprise application ecosystem, including CRM, operational platforms, and integrated business systems. • Manage system configurations, user access, permissions, and security to ensure data integrity, compliance, and operational reliability. • Collaborate with business stakeholders to gather requirements and translate them into system enhancements, workflows, and automation solutions. • Design and maintain reports, dashboards, and data visualizations that provide actionable insights for leadership and operational teams. • Troubleshoot system issues, investigate root causes, and implement sustainable solutions to improve platform performance and user experience. • Lead the implementation and maintenance of system integrations across enterprise applications using APIs and integration tools. • Oversee user and license management, including provisioning, deactivation, and role-based access controls. • Support enterprise system upgrades, releases, and new feature rollouts, including testing and change management. • Monitor system adoption and partner with stakeholders to drive process optimization and platform utilization. • Develop and maintain system documentation, training materials, and knowledge resources for end users. • Provide guidance and technical expertise to cross-functional teams on best practices for system usage, automation, and data governance. • Participate in strategic initiatives to evaluate and implement new enterprise technologies and platform improvements. • Perform other duties as assigned to support departmental and company objectives.