Choices / SNAP/ NCP Program Manager
TITLE: Choices / SNAP/ NCP Program Manager
REPORTS TO: Deputy Director
LOCATION: Deep East Texas Workforce Development Area
EMPLOYMENT TYPE: Full-Time, Exempt Employee
Career Team is hiring a full-time CHOICES/SNAP/NCP Program Manager to serve customers across the CHOICES (TANF), SNAP Employment and Training, and Non-Custodial Parent (NCP) programs. This position provides oversight and coaching to the CHOICES/SNAP/NCP Career Advisors. The Program Manager oversees the day-to-day operations of the Career Advisors, assesses caseload shape, completes monthly report-outs, and trains staff in case management activities related to the CHOICES, SNAP, and NCP programs as outlined in the current program design. Work is performed under the supervision of the Deputy Director.
Your Impact on Career Team's Success:
Provide oversight and coaching to the CHOICES/SNAP/NCP Career Advisors
Approve enrollment applications and support services, and oversee program referral pathway processes
Manage and lead program staff to meet or exceed performance goals, ensuring Career Advisors maintain accurate case records and files with no disallowed costs on eligibility
Plan and implement a quality management model for continuous improvement and customer satisfaction
Use Work In Texas reports to analyze and support performance activities
Evaluate all performance goals at the start of each program year and establish procedures to ensure staff follow prescribed strategies for each performance measure
Ensure appropriate corrective action is taken to address deficiencies
Assist in developing and implementing casework service plans for complex cases
Direct and supervise the work of program staff, fill open positions in a timely manner, deliver timely coaching, and conduct employee evaluations on schedule
Identify and address staff training needs
Visit Career Advisors at access points to ensure connectivity and strong partnerships
Identify, build, and maintain community partnerships and collaborate with other professionals
Complete monthly report-outs and prepare and present reports of activities and accomplishments
Address customer complaints fairly, using strong customer service as a guide
Model Extreme Customer Service behaviors in all interactions with internal and external customers
Approach each day and task with a "ZAG" mindset
Other duties and projects as needed
This position is expected to be 100% onsite. The selected candidate will be required to work onsite at the listed location.
To Qualify for This Role, You Must Have:
Bachelor's degree in Business Administration, Psychology, Social Services, or a related field, or equivalent experience, plus 2 to 4 years of proven management experience
Knowledge of and hands-on experience with CHOICES (TANF), SNAP Employment and Training, and Non-Custodial Parent (NCP) program operations, policies, and performance requirements
Strong business knowledge of customer service best practices and performance management, with experience in training and coaching/mentoring
Strong project management, organizational, personnel, problem-solving, and data analysis skills, with the ability to interact with employees at all levels
Excellent interpersonal skills and strong written and oral communication skills
Strong technical skills, proficiency in Microsoft Office, and a commitment to accountability in a continually improving quality environment
A Valid Driver's License
Additional Skills/Knowledge Career Team Would Love for This Role:
Master's or MBA degree
Knowledge of the Deep East Texas region and its employers, community organizations, and workforce partners
Strong computer skills in MS Excel and Google Sheets
Bilingual or multilingual
Outstanding ability to multitask and be proactive
Training in trauma-informed care, evidence-based practice, and/or whole family services
Salary: $61,000 - $66,000/yr
Travel: As Needed