Program Manager

Under the leadership and direction of the Associate Director, the Program Manager will supervise and direct a team of service delivery staff, volunteers, and interns to help individuals establish educational goals, access occupational skill training leading to career pathways, and secure employment opportunities that lead to family-sustaining wages.

Responsibilities

• Oversee and direct a team of service delivery staff, volunteers, and interns.
• Coordinate services offered to enrolled participants and manage relationships with service providers to improve soft skills, hard skills, employability, and quality of life.
• Ensure direct service staff conducts needs assessments, creates Individual Employment Plans (IEP), and maintains services and data in CalJOBS, Salesforce, and other databases.
• Collaborate with the Learning & Evaluation and Intake Team to deliver a client-focused approach to workforce development.
• Implement programming to achieve academic goals, short-term credential attainment, work readiness completion, soft & hard skills building, measurable skills gains, and post-secondary or employment placement.
• Support the implementation of CRCD’s Integrated Service Delivery Model (ISDM).
• Provide support and training in developing Individual Employment Plans (IEP) and Individual Service Strategies (ISS) with clients.
• Coordinate with other department managers to develop systems for high-level customer service for enrolled participants.
• Monitor systems producing results for opportunity youth and/or unemployed/underemployed residents in the South LA area.
• Utilize internal/external systems to monitor and track grant performance, file quality assurance, and participant exits and transitions.
• Ensure accurate implementation of intake and eligibility processes and tools.
• Sustain the successful implementation of the Integrated Service Delivery Model (ISDM) and collaborate with the Learning and Evaluation team to assess best practices and areas for improvement.
• Oversee the following programs, projects, or initiatives:
  • Jobs for Los Angeles Graduates
  • Workforce Pathways
  • Other programs as assigned

Essential Duties

• Participant Recruitment and Onboarding
  • Develop and maintain department and program presentations for information sessions, community outreach activities, and inter-department outreach.
  • Develop and organize enrollment packets with current and updated forms mandated by federal and local government and funders.
  • Oversee and monitor agency internal referrals (incoming/outgoing).
• Enrollment Processes
  • Develop and maintain internal department review processes that meet all state and federal guidelines.
  • Review and assess intake assessment documents to promote service delivery enhancements.
  • Maintain and audit case files, including completion of enrollment forms.
• Education/Training Coordination
  • Provide oversight into education and/or training of participants in need of high school diploma, advanced or occupational skills training, or post-secondary education.
  • Ensure agency compliance regarding WIOA guidelines, rules, and regulations.
  • Maintain WDD file management protocols, policies, and procedures.
  • Identify and track training leverage reports for enrolled participants.
  • Coordinate the development of work readiness and personal development workshops and curriculum.
• Performance Management
  • Oversee and manage data entry and quality of Workforce Development Department participants into CalJobs, Salesforce, and other internal/external data systems.
  • Train all WDD staff on WIOA policies and procedures, performance measures, and program elements.
  • Track supportive service distribution and service code activity as needed.
  • Monitor and analyze data dashboards that support program and personnel successes and development.
  • Produce monthly reports to track progress towards performance goals and staff key performance indicators.
• Strategic Planning
  • Work with the Associate Director to provide department-level program updates, successes, challenges, and progress towards CRCD’s 5-Year Strategic Plan.
  • Organize and facilitate annual work plan development, annual department planning retreats, and individual staff work plans.
  • Uphold CRCD’s Mission Statement and 5-Year Strategic Plan.
• Customer Service
  • Provide support to the Associate Directors and other Program Managers to implement an authentic client engagement platform and feedback for program enhancement.
  • Prioritize the implementation of CRCD’s Integrated Service Delivery Model to increase service and program access for all clients.
  • Manage and implement participant satisfaction surveys.
• Case Management Services
  • Develop and maintain working relationships with community-based organizations, schools, places of worship, and local government agencies to connect clients to external services.
  • Manage client referrals and provide guidance for career exploration, aptitude, skill, and educational assessments.
  • Ensure direct service staff develop and maintain Individual Employment Plans for enrolled participants.
  • Work with other department managers to maintain quality data entry into CalJOBS, ARS, Salesforce, and other data systems.
  • Review and approve all participant-related supportive service requests.
• Leadership
  • Responsible for effectively leading and managing assigned direct service staff, volunteers, and interns.
  • Attend assigned workforce development, partner, and funder-required meetings (LA City, LA County, State, Federal Government, private and public, Foundation, etc.).
  • Conduct quarterly and annual evaluations for direct reports.

Requirements

• 5 years of education or workforce development programming management experience.
• AA Degree; BSW preferred.
• 3-4 years of professional WIOA and other workforce development experience can substitute for education.
• Experience managing and supporting programs that serve vulnerable populations (Reentry, Former or Current Foster Youth, Homeless, Veterans, Disabled, and Unemployed/Underemployed).
• Reliable, flexible team player who works well with minimal supervision, has a strong work ethic, and an ability to set and maintain personal boundaries.
• Must provide proof and references of past work experience to validate demonstrated ability.
• Experience working in communities with higher-than-normal gang activity, substance use, and homeless youth and adults.
• Experience with facilitating small and large group meetings and partnership collaboratives.
• Experience with participating and adhering to annual fiscal and performance audits.
• A minimum of 3 years of supervision and management experience (preferably in non-profit workforce development and human services).
• Ability to work on multiple projects simultaneously to meet deadlines.
• Proficient in data entry, Microsoft Outlook, Excel, PowerPoint; Salesforce a plus.
• Working knowledge in data tracking systems and tools.
• Strong organizational skills to manage large caseloads, data, and reporting duties.
• Strong client-facing and teamwork skills.
• Aptitude in decision-making and problem-solving.
• Critical thinking to incorporate new strategies and maintain ethical standards.
• Reliable transportation: valid driver's license and car insurance as required by law.

This is not a work-from-home position. This role reports to the office 5 days a week.

Pay

$70,304 - $80,000

Benefits

• 14 Paid Holidays
• On-Demand training memberships to bolster professional development
• Dental/Vision/85% employer-paid & 40% dependent-paid Medical Insurance
• 401k eligibility from day one & up to 3% matching after one year
• 529 Educational Savings Plan from Principle
• Flexible Spending Account (FSA)
• Short & Long Term Disability
• Accident & Hospital Indemnity
• Whole life insurance with cash benefits
• Identity Theft Protection and Legal Services
• Discount pet insurance through ASPCA
• Generous work/life balance