Manager, One-Stop Operator

About the role

KRA is seeking a skilled communicator and facilitator with exceptional relationship management abilities to serve as the One-Stop Manager and primary liaison for the Nevada project. This position leads the execution and oversight of One-Stop Operator (OSO) duties for the EmployNV Career Hubs within the Nevadaworks Local Workforce Development Area (LWDA). The role involves managing daily operations, ensuring efficient service delivery, promoting collaboration among partners, and driving continuous quality improvement to address the workforce development needs of the community.

The ideal candidate will work closely with the Nevadaworks Board of Directors, partners, employers, and the community to ensure effective provision of workforce development services. This position also manages staff responsible for technical duties around tracking customer flow and using technology to assist job seekers.

In addition to competitive compensation, this position is eligible for a sign-on bonus.

Responsibilities

• Spearhead the seamless delivery of services across EmployNV Career Hubs.
• Establish efficient communication mechanisms among system partners.
• Lead regular meetings and forums to advance system coordination and performance.
• Develop and monitor follow-up action steps from partner meetings.
• Ensure daily presence at EmployNV Career Hub in Reno and provide remote services to affiliates.
• Utilize technology platforms to monitor and enhance customer interactions.
• Develop protocols for serving individuals with barriers to employment, including limited English speakers, veterans, ex-offenders, youth, and the homeless.
• Foster effective collaboration and buy-in among system partners.
• Convene and facilitate partner meetings to enhance collaboration and process improvement.
• Establish community-based groups to evaluate service delivery and plan future integration.
• Track and evaluate inter-agency referrals and partnership performance.
• Implement innovative technology solutions, such as ATLAS by CTS Complete Solutions, to enhance service delivery and partner interaction.
• Deploy ATLAS CommUNITY Connextions Portal, SMS, and Kiosks to ensure consistent customer experiences.
• Measure, evaluate, and report on system performance, customer satisfaction, and program compliance.
• Strategically engage partners to promote continuous quality improvement.
• Develop corrective action plans and inform ongoing system improvement efforts.
• Ensure physical and programmatic accessibility for individuals with disabilities.
• Implement strategies to ensure non-discrimination and equal opportunity in all programs and services.
• Monitor and address grievances and complaints promptly.
• Provide comprehensive training to staff and partners on program services, systems, and compliance.
• Conduct specialized training on grievance processes, emergency protocols, and other relevant topics.

Requirements

• Superior oral and written communication skills.
• Ability to work effectively with a wide range of stakeholders.
• Creative thinker with a proactive approach to problem-solving.
• Strong attention to detail and ability to manage multiple priorities.
• Commitment to serving the community and improving workforce outcomes.
• Ability to function at a high level of discretion and confidentiality.
• Knowledge of administrative policies and practices governing workforce development programs, customers, and challenges.
• Demonstrated experience with performance-driven metric environments.
• Travel approximately 40%.

Qualifications

• Bachelor’s degree in Communications, Business Administration, Public Administration, Social Work, or related field (preferred but not required).
• Minimum of 5 years of experience in workforce development, project management, program management, or related field.
• Proven track record of successful collaboration and partnership development.
• Experience with technology platforms such as ATLAS, Salesforce, or similar systems (highly preferred).
• Knowledge of government regulations and compliance requirements (a plus).
• Knowledge of systems, processes, and workflow.

Skills

• Personal computer literacy, including effective use of the Internet, email, video conferencing (Zoom, Teams), and Microsoft Office (Word, Excel, PowerPoint, and Outlook).

Benefits

This role includes access to a comprehensive benefits package, which features:

• Standard healthcare benefits.
• Student loan repayment assistance.
• Professional development funds.
• Lifestyle wellness dollars.