Manager of Orientation and Outreach

About the role

GOODWILL INDUSTRIES OF GREATER NEW YORK & NORTHERN NEW JERSEY INC. is seeking an experienced and mission-driven Manager of Orientation and Outreach to oversee all outreach, orientation, and assessment staff supporting the PACE program.

Responsibilities

• Supervise, train, coach, and evaluate Outreach and Engagement Specialists and Intake, Orientation, and Assessment Specialists.
• Oversee day-to-day outreach, intake, orientation, and assessment operations to ensure smooth, timely participant onboarding.
• Develop and monitor outreach strategies and staff activity to meet enrollment and engagement targets.
• Ensure orientation content accurately communicates program expectations, public assistance rights and responsibilities, and compliance requirements.
• Oversee assessment administration (e.g., TABE and other approved tools) to ensure consistency, accuracy, and appropriate accommodations.
• Review and approve intake documentation, referral verification, and program eligibility determinations for accuracy and compliance.
• Maintain timely, accurate data entry across Salesforce, SEAMS, and other funder systems by all supervised staff.
• Identify and resolve escalated participant concerns, including safety or crisis disclosures, coordinating with the Social Worker and program leadership as needed.
• Conduct regular quality assurance reviews and case audits of intake, orientation, and outreach documentation.
• Collaborate with Career Navigators, the Social Worker, and Employer Engagement staff to ensure smooth participant transitions between program phases.
• Support recruitment, onboarding, and training of new outreach, intake, and orientation staff.
• Ensure team practices reflect trauma-informed, culturally responsive, and person-centered approaches, and that participant confidentiality is maintained.
• Complete additional duties and reporting as assigned by senior program leadership.

Requirements

• Bachelor's degree; Master's degree in social work, public administration, human services, or a related field preferred.
• 3-5 years of experience in workforce development, outreach, intake, or case management, including at least 1-2 years in a supervisory or team lead capacity.
• Experience working with individuals receiving public assistance and populations facing employment barriers (e.g., homelessness, substance use, mental health issues, or justice system involvement).
• Strong leadership, coaching, and team management skills.
• Working knowledge of HRA/public assistance compliance requirements and program systems (Salesforce, SEAMS).
• Excellent organizational, communication, and problem-solving skills.
• Able to manage competing priorities in a high-volume, fast-paced environment.
• Bilingual English/Spanish preferred.

Qualifications

Position operates in a high-volume, fast-paced workforce development environment serving public-assistance populations. Requires oversight of multiple functions (outreach, intake, orientation, and assessment) and coordination across teams and shifts. May require occasional schedule flexibility to support orientation days, program events, audits, or payroll close-out periods. Work is primarily onsite, with potential for limited hybrid scheduling based on program needs and supervisory approval.

Skills

• Strong leadership and coaching skills.
• Excellent organizational and communication skills.
• Ability to manage competing priorities in a high-volume, fast-paced environment.
• Working knowledge of HRA/public assistance compliance requirements and program systems (Salesforce, SEAMS).

Benefits

• Generous Time off policy to use when you need it.
• Health, wellness and financial resources to help you achieve your personal goals.
• Retail and commuter benefits.