Choices / SNAP/ NCP Program Manager

Career Team is a leading workforce development organization on a mission to transform lives. We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country.

About the role

Career Team is hiring a full-time CHOICES/SNAP/NCP Program Manager to serve customers across the CHOICES (TANF), SNAP Employment and Training, and Non-Custodial Parent (NCP) programs. This position provides oversight and coaching to the CHOICES/SNAP/NCP Career Advisors. The Program Manager oversees the day-to-day operations of the Career Advisors, assesses caseload shape, completes monthly report-outs, and trains staff in case management activities related to the CHOICES, SNAP, and NCP programs as outlined in the current program design.

This position is expected to be 100% onsite at the Deep East Texas Workforce Development Area.

Responsibilities

• Provide oversight and coaching to the CHOICES/SNAP/NCP Career Advisors
• Approve enrollment applications and support services, and oversee program referral pathway processes
• Manage and lead program staff to meet or exceed performance goals, ensuring Career Advisors maintain accurate case records and files with no disallowed costs on eligibility
• Plan and implement a quality management model for continuous improvement and customer satisfaction
• Use Work In Texas reports to analyze and support performance activities
• Evaluate all performance goals at the start of each program year and establish procedures to ensure staff follow prescribed strategies for each performance measure
• Ensure appropriate corrective action is taken to address deficiencies
• Assist in developing and implementing casework service plans for complex cases
• Direct and supervise the work of program staff, fill open positions in a timely manner, deliver timely coaching, and conduct employee evaluations on schedule
• Identify and address staff training needs
• Visit Career Advisors at access points to ensure connectivity and strong partnerships
• Identify, build, and maintain community partnerships and collaborate with other professionals
• Complete monthly report-outs and prepare and present reports of activities and accomplishments
• Address customer complaints fairly, using strong customer service as a guide
• Model Extreme Customer Service behaviors in all interactions with internal and external customers
• Approach each day and task with a "ZAG" mindset
• Other duties and projects as needed

Requirements

• Bachelor's degree in Business Administration, Psychology, Social Services, or a related field, or equivalent experience, plus 2 to 4 years of proven management experience
• Knowledge of and hands-on experience with CHOICES (TANF), SNAP Employment and Training, and Non-Custodial Parent (NCP) program operations, policies, and performance requirements
• Strong business knowledge of customer service best practices and performance management, with experience in training and coaching/mentoring
• Strong project management, organizational, personnel, problem-solving, and data analysis skills, with the ability to interact with employees at all levels
• Excellent interpersonal skills and strong written and oral communication skills
• Strong technical skills, proficiency in Microsoft Office, and a commitment to accountability in a continually improving quality environment
• A valid Driver's License

Preferred Qualifications

• Master's or MBA degree
• Knowledge of the Deep East Texas region and its employers, community organizations, and workforce partners
• Strong computer skills in MS Excel and Google Sheets
• Bilingual or multilingual
• Outstanding ability to multitask and be proactive
• Training in trauma-informed care, evidence-based practice, and/or whole family services

Pay

$61,000 - $66,000/yr

About Career Team

Founded in 1996, Career Team, LLC is a private workforce development organization. Career Team’s outstanding record of accelerating the human condition has resulted in numerous honors:

• Named by Inc. Magazine as one of America's 500 fastest growing privately held companies
• Recipient of the US Chamber of Commerce Blue Chip Enterprise Award for innovation
• Featured by 60 Minutes, CNN, Money Magazine, Inc. Magazine and the British Broadcasting Network as an innovative, government funded solutions program
• Invited to the White House after being cited by the National Welfare-to-Work Partnership and National Alliance of Business as a top 10 US training provider

As a socially conscious organization, Career Team has found a healthy balance between for-profit innovation and community enrichment. Looking ahead, the organization will continue to close the nation’s opportunity divide with additional government-funded workforce sites; while also building staff capacity of workforce funding sources and industry providers.

www.careerteam.com