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. Work is performed under the supervision of the Deputy Director.

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

This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.

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