Position Summary:

The Director of Wraparound Services is a leader responsible for the strategic direction, growth, operational excellence, and performance outcomes of a portfolio within Fedcap’s Wraparound Services work. Fedcap’s Wraparound Services includes financial empowerment services, healthcare access programs, benefits access initiatives, and other supportive services designed to increase economic mobility, stability, and well-being for individuals and families experiencing poverty.

Reporting to senior leadership, the Director provides oversight of multiple program areas and teams through direct supervision of leaders and teams involved in direct service delivery. The Director ensures all programs are implemented with fidelity, achieve contractual and organizational outcomes, and are aligned with Fedcap’s mission of creating pathways to long-term economic mobility.

This role combines strategic leadership, partnership development, staff management, program innovation, and operational oversight. The Director collaborates across departments to develop scalable service models, strengthen community impact, expand program reach, and identify opportunities for growth. The position requires a leader who can translate organizational goals, funder requirements, and performance expectations into actionable strategies that drive measurable results. 

The Director serves as a key representative of Fedcap with government agencies, funders, community-based organizations, educational institutions, healthcare partners, and other stakeholders. Through strong leadership, data-driven decision-making, and continuous improvement efforts, this individual ensures wraparound services are delivered with consistency, quality, accountability, and impact.

What You'll Do 

Staff Development and Leadership

• Lead a team of approximately 5 full-time year-round staff plus around 150-200 volunteers and temporary staff during tax season. Applying techniques to motivate staff, establishing and maintaining a high energy, high accountability, team approach to getting site work completed in a timely manner and in an atmosphere that is stimulating and allows for continued growth and development

• Recruit, onboard, and motivate temporary staff and volunteers within short timeframes to meet peak service demands—particularly during tax season—while fostering a positive experience that encourages high performance, retention, and return participation in future tax seasons.

• Conduct weekly supervisions with year-round staff that are data informed and foster accountability with measurable goals to continuously improve performance where goals are being achieved at 90% or greater and correct deficiencies when goals are below 89%.

• Review and evaluate staff performance by completing monthly and annual case and performance reviews on each full-time team member setting improvement goals to ensure each individual team member meets monthly/quarterly/yearly contractual goals; develop continuous process improvement plan and/or corrective action plans to reflect necessary contractual achievement progression

• Represent Fedcap at monthly and quarterly meetings with the ability to translate information into actionable items as well as look for innovate approaches to keep Fedcap at the forefront of excellence

• Collaborate with local leaders and other program staff to develop solutions and partner with other program leaders to execute process and projects for the growth and continuous improvement of the program

• Design and execute a minimum of 1 solution or specific training based on funder requests, feedback from internal reviews, etc. monthly to drive towards continuous process improvement

Participant and Partner Relationship-Building

• Build rapport with existing participants, collect satisfaction surveys, interact with high-priority program participants, advise tax temps and volunteers on proper case handling, etc. 

• Build at minimum 20 partner sites through relationships and coordinate with schools, libraries, community-based organizations, etc., to ensure sufficient geographic presence and high-volume foot or referral traffic at sites to meet or exceed goal achievement.

• Oversee partner onboarding, training participation, service delivery readiness, and ongoing relationship management.

• Address and resolve escalated partner issues, ensuring alignment with program standards, timelines, and expectations.

• Observe, and assist, when necessary, a minimum of 1% of participant interactions including call center calls, in person tax filing appointments, virtual appointments and other interactions to ensure services are provided with a high level of accuracy, efficiency and customer services

 Performance Management and Outcome Achievement

• Oversee all reporting functions for the assigned portfolio, ensuring accuracy, timeliness, and compliance with internal and external requirements.

• Monitor key performance indicators related to service delivery, partner engagement, training completion, and client outcomes.

• Ensure partners follow evaluation and reporting protocols aligned with strategic goals and contractual deliverables.

• Regularly analyse performance data to identify trends, risks, and opportunities for improvement.

• Share partner feedback, outcome data, and implementation insights with Research & Innovation and Training & Support teams to inform the development of new tools, trainings, and program enhancements.

• Maintain subject matter expertise in the wraparound services space to support quality assurance and informed decision-making.

Compliance, Documentation, and Data Accuracy

• Manage program budgets, tracking expenditures against approved budgets, deliverables, and funding requirements.

• Oversee contracts related to portfolio, ensuring compliance with scope, timelines, and reporting obligations.

• Ensure all services are delivered in accordance with contractual, regulatory, and organizational standards.

• Maintain documentation and records necessary for audits, funder reviews, and internal monitoring.

• Proactively identify compliance risks and implement corrective actions to maintain program integrity and accountability.

Innovation, Growth, and Organizational Leadership

• Collaborate with executive leadership to advance Fedcap’s strategic priorities and long-term growth objectives.
• Partner with Research, Innovation, Technology, Workforce Development, and Program Operations teams to enhance service delivery models.
• Identify opportunities for program expansion, replication, and national scale.
• Lead the development of tools, resources, implementation frameworks, and best practices that support program growth.
• Contribute to thought leadership initiatives through presentations, publications, training content, and strategic partnerships.
• Support organizational planning and special projects that strengthen Fedcap’s overall impact and sustainability.
• Champion innovative approaches that improve customer outcomes, operational effectiveness, and partner engagement.

You're a great fit for this role if you have: 

• A bachelor’s degree in business administration, Finance, Human Services, Workforce Development, or a related field from an accredited institution.

• Minimum of 7 years of experience in includes financial empowerment services, healthcare access programs, benefits access initiatives, or other supportive services/public-benefit populations.
• Minimum of 5 years of experience in supervising and leading teams, preferably in the wraparound services field. And/or education or experience deemed appropriate by the agency.

Compensation

$102,000-$120,000 annually