One Stop Operator

Primary Position Objectives

Responsible for all functions related to assigned One Stop Center(s) including implementation of policies and procedures and management of staff at assigned locations.

Provide programmatic management oversight of One Stop program; oversees counseling and case management, vocational training, educational activities, leadership development and civic engagement components.

Manage required partnerships and seek additional leveraged resources. Ensure full success of One Stop participants and program outcomes.

Key Responsibilities

• Administration Procedures
• Travel within Northeast Iowa is required. Work locations vary by week and includes Mason City, Decorah, Waterloo and Dubuque. Mileage reimbursement is provided.
• Coach and lead project staff to meet or exceed performance goals, including ensuring that staff members perform thorough, accurate review of all case files, that staff have no disallowed costs and that staff members are aware of performance goals and understand consequences of not meeting performance
• Evaluate and understand performance goals to ensure service delivery model aligns the ability to achieve or exceed deliverables
• Communicate effectively with management and appropriate staff regarding areas of improvement and provide recommendations or suggestions for enhancements
• Use board approved systems and all available data sources to analyze and support performance activities and ensure appropriate action is followed to correct deficiencies
• Welcome and addresses customer complaints as they occur, objectively and utilizing Extreme Customer Service guidelines
• Evaluate and understand all performance goals to effectively impact each performance measure, establish procedures to ensure all staff are following all prescribed strategies to impact performance measures
• Develop and maintain effective teamwork strategies
• Identify and address needs for staff training
• Identify and fill open positions in a timely manner, hire and promote employees based on sound decision making ability, evaluate and recommend personnel actions fairly and quickly, deliver timely coaching focused on improving performance
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers

Other Job Duties

Other duties and special projects as needed to meet overall company objectives.

Position Competencies

• Effective Communication
• Organization of Work
• Performance Standards/Results

Qualifications

• Progressive responsibility in management and workforce development program operations
• Requires ability to generate respect and trust from staff and external constituencies
• Project management, organizational, personnel, problem solving and data analysis skills, along with an ability to meet deadlines as required by our employees and customers
• Excellent written and verbal communication skill and the ability to work with minimal direction
• Proficiency with advanced Microsoft Office applications including Word, Power Point and Excel
• Experience: Minimum of 3 years in a supervisory or management capacity with 5 years of progressive responsibility in Workforce Development programs preferred. Solid working knowledge of Workforce Investment Opportunity Act (WIAO) legislations and regulations and strong business knowledge of customer service best practices and performance management techniques required. Experience in training and coaching/mentoring strongly preferred
• Education: Bachelor’s degree in human services, psychology, counseling, education, social science, human resources, or closely related field

Physical Demands

• Sit, stand, and walk
• Reach with hands, arms, talk, and listen
• Lift and/or move up to 25 pounds occasionally

Work Environment

• Occasionally exposed to outdoor weather conditions
• Noise level can vary from moderate to loud
• Occasional evenings and weekends maybe required for program events