Program Manager | Westfield Family Resource Center

About the role

The Westfield Family Resource Center Program Manager oversees the day-to-day supervision and management of the Family Resource Center (FRC) operations. This role ensures coordination with the FRC’s Network Service providers, manages external community relations, monitors community needs, and provides administrative supervision for all FRC staff, including the Clinician and Family Partner. The Manager serves as the volunteer coordinator and works directly with family members as needed. Additionally, the Program Manager may assume some functions of the Program Director.

Responsibilities

• Develop and maintain a robust volunteer recruitment and retention program; support and supervise volunteers.
• Greet family members who walk or call into the program; ensure at least one staff is available to act as a receptionist during FRC operating hours.
• Supervise day-to-day operations of the program, including administrative and programmatic supervision of all staff.
• Collaborate and provide outreach to a local community-based network of service providers, including community, municipal, state, federal, non-profit, for-profit, or private sector organizations that serve children and families.
• Generate public awareness of the FRC; develop and implement an outreach plan to proactively engage families; liaise with court clerks, probation officers, juvenile court judges, school principals, counselors, police, community agencies, health and behavioral health facilities, after-school programs, and neighborhood associations.
• Actively participate in the planning and implementation of community and Coalition events.
• Ensure confidentiality of clinical case records and Family Support Plans; monitor participant records for completeness and compliance, including data input into Gandara’s EMR system and the UMASS system for FRC specifically; review case files as required by DCF/ASO.
• Provide culturally sensitive and informed training and educational information to family members as needed.
• Adhere to program and agency policies and procedures; notify the Program Director immediately in the event of a crisis, suspected illegal activity, or any behavior constituting an incident.
• Represent the FRC in community and state-wide networking and educational conferences; attend FRC meetings, agency/department meetings, and training.
• Perform other duties as requested and assigned by the Program Director.

Supervisory Responsibilities

• Delegate and oversee work assignments.
• Ensure service delivery aligns with the organization’s mission, policies, procedures, and applicable laws and regulations.
• Promote knowledge acquisition and skill development through professional development opportunities.
• Assist personnel in applying classroom skills to fieldwork.
• Implement policies and procedures to prevent, recognize, and respond to work-related stress.
• Provide regularly scheduled supervision, conduct evaluations, and facilitate training activities with direct reports.
• Input data into the data management system; use data collection tools and forms; read and interpret reports; and use data to improve performance.

Requirements

• Program administration experience required.
• Strong communication skills.
• Experience and demonstrated ability to work with diverse populations in a community setting using a family-centered, strength-based approach.
• Valid driver’s license and ability to meet agency requirements for driving history records and criminal background checks.
• Availability for weekend and evening hours.
• Excellent supervisory and delegation skills.
• Ability to structure and organize job responsibilities independently.
• Exceptional interpersonal and writing skills.
• Knowledge of Microsoft Office applications, Corel, and related office technology.
• Bilingual in Spanish/English preferred.

Benefits

• Retirement Plan (403(b)).
• Health, Dental, Vision, Pet, and Life Insurance.
• Paid vacations and holidays.
• 8 discretionary days.
• Mileage reimbursement.

Pay

$48,000.00 to $55,000.00 per year.

Additional Benefits

• Career growth opportunities.
• Work with a culturally diverse population.
• Clinical licensing support.

Work Location: Westfield, MA. Bilingual candidates encouraged to apply.