Position Highlights: - Full-time, 40 hours per week
- First (1st) shift
- Monday - Friday
- 8:30 am - 5:00 pm
Your role as a Social Services Operations Manager: This role will partner with other Social Services Operations Managers to help with strategic planning, process improvement and organizational change in aligning plans to support the Agency mission, vision, and values. Other duties include, but are not exclusive to:
- Managing a broad-based service delivery system, with a focus on customer experience
- Providing administrative coordination among multiple program benefits and services
- Coordinating plans and manage activity within assigned area so as to accomplish agency mission and goals
- Formulating program goals and objectives
- Using program data, incumbent will monitor and evaluate staff, programs and policies
- Coordinate and manage workforce to meet agency goals and customer service delivery
PURPOSE OF JOB CLASS (NATURE OF WORK) In the Department of Social Services this class is accountable for directing a broad based client service delivery system within a designated regional operation or the central processing operation.
EXAMPLES OF DUTIES - Directs staff and operations of a client service delivery system in either a designated regional operation or the central processing operation;
- Coordinates, plans and manages multiple program benefits and services within assigned area consisting of numerous departmental social services programs available to communities and individuals;
- Formulates program goals and objectives;
- Develops and implements social service programs and/or policies and operational procedures;
- Interprets and administers pertinent laws and regulations;
- Evaluates staff;
- Assists in the development and/or administration of a regional budget or statewide program budget;
- Maintains contact with individuals within and outside region who might impact on program activities;
- Participates in program design;
- Identifies staffing and staff development needs and determines appropriate development plans;
- Coordinates compilation, evaluation and analysis of program data;
- Monitors, analyzes and evaluates programs, policies and grantee performance to determine effectiveness and quality of service;
- Advises superiors of potential impact of proposed legislative policy changes and recommends an appropriate agency position;
- Participates on external and internal committees and task forces;
- Administers provisions of collective bargaining agreements and works to resolve labor issues;
- Handles sensitive or high profile client issues;
- Investigates client complaints brought forth by legislators and advocates and determines appropriate resolution;
- Provides support to facility management activities;
- In a designated regional operation ensures provision of social services through administration of grants and contracts;
- Leads the recruitment and hiring of staff, including outreach, interview and selection;
- May engage in public speaking activities;
- Performs related duties as required.
KNOWLEDGE, SKILL AND ABILITY - Considerable knowledge of
- social services programs and social services administration;
- relevant state and federal laws, statutes and regulations;
- Knowledge of
- and ability to apply management principles and practices;
- community organizations and social services agencies;
- grants administration;
- personnel policies and applicable collective bargaining agreements;
- Considerable
- interpersonal skills;
- oral and written communication skills;
- Considerable ability to interpret complex written material (including legal narratives, laws and program regulations) and assess impact on programmatic goals.
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE Nine (9) years of professional experience in the delivery and/or planning of social services programs and/or policies.
NOTE: Social services programs are a range of public services provided by or funded by federal, state or local government organizations to assist the disabled, disadvantaged or elderly. Some examples of social services programs are
- temporary financial assistance programs
- healthcare assistance programs e.g., Medicaid, Medicare, Husky
- housing and energy assistance programs
- nutritional assistance programs e.g., SNAP
- child or adult care assistance programs
- social security income (SSI)
- child support
MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE Two (2) years of the General Experience must have been in a supervisory or consultative capacity with programmatic and administrative responsibilities.
NOTE: For state employees this experience is interpreted at the level of a:
- Eligibility Services Supervisor
- Social Services Investigations Supervisor
- Social Work Supervisor
- Quality Control Supervisor
- Social Services Program Assistance Specialist
- Public Assistance Consultant
- Lead Planning Analyst
- Fair Hearings Officer
MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED - College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
- A Master's degree in a related field may be substituted for one (1) additional year of the General Experience.
PREFERRED QUALIFICATIONS - Experience developing and implementing social service programs, policies and operational procedures.
- Experience participating in program design.
- Experience evaluating services provided, identifying staff development needs and determining appropriate plans to improve performance and efficiency.
- Experience implementing and tracking initiatives related to customer experience.
- Experience utilizing all aspects of Microsoft 365 (Word, PowerPoint, Outlook, Excel, Teams, etc.).
- Experience in analyzing data, compiling, and writing reports.
- Experience in conflict resolution and personnel matters.
