JOB SUMMARY:

 Under direction, this position oversees the operations and the service delivery system of special programs/grants/contracts and provides guidance to staff on the implementation of such programs as: National Emergency Grant (NEG); Project GROW; and/or Migrant Seasonal Farm Workers (MSFW). The position ensures that staffs provide quality customer service, facilitates the provision of workforce services for the appropriate programs/grants/contracts and provides executive, managerial and administrative leadership to carry out directives. The position develops solutions, makes recommendations for improvement, participates in problem resolution and is accountable for all system and staff performance relating the programs/grants/contracts. Analyzes existing and proposed programs, policies, and services to ensure their equitability and responsiveness to customer needs. Provides recommendations for improvements in customer service systems, relations, and administration. Implements programs and services targeted to specific customer needs. Serves as liaison to develop and maintain relations with community groups and complaint/regulatory agencies.

ESSENTIAL FUNCTIONS:

• Oversees the day-to-day operations and activities of special programs/grants/contracts
• Accountable for meeting and exceeding contracted performance measures for applicable special programs/grants/contracts and works with allotted budget to serve customers and meet expenditure benchmarks as appropriate.
• Identifies training and technical assistance needs for staff and provides and/or facilitates the provision of necessary tools/resources to accomplish goals.
• Advises, mentors, trains, and motivates staff to achieve the applicable goals of the programs/grants/contracts and serves customers with the most appropriate level of service; maintains effective and ongoing communication with all staff and workforce partners.
• Reviews performance information and in collaboration with the management team, develops strategies and action plans to meet workforce system goals.
• Is resourceful and takes initiatives as appropriate to meet the needs of customers (instills respect, professionalism, customer engagement and accountability in staff when dealing with internal and external customers).
• Ensures customer information always remains confidential and maintains the integrity of all records at the career center.
• Handles customer complaints in the most professional manner and according to established guidelines; seeks resolution within acceptable timeframes
• Handles multiple priorities and remains effective under pressure.
• Reviews and approves all applicable financial assistance requests and submits to Fiscal for processing.
• Reviews and approves all customer applications for enrollment into training and/or other allowable activities, when necessary.
• Reviews and approves all program related case exits, ensuring that customers received the appropriate level of service and activities are properly and fully documented.
• Collaborates with all applicable workforce system stakeholders, develops partnerships, and maintains meaningful relationships for the benefit of our customers; may act as a liaison to community organizations.
• As a member of the management team, convenes staff and teams to review the effectiveness of the service delivery system and the efficient use of resources and makes recommendations for improvement; develops a team approach to problem resolution.
• Complies with and enforces all company human resources policies and procedures; evaluates staff and makes recommendation for action.

KNOWLEDGE / SKILLS / ABILITIES:

• Knowledge of workforce development, economic development, and project management.
• Knowledge of effective conflict resolution practices, or individual case management and career counseling.
• Knowledge of word processing, spreadsheet, technology, and computer skills.
• Exceptional customer service and interpersonal skills.
• Prefer work experience in a performance-based environment, public or private, the ability to analyze and interpret information and data and provide relevant feedback for action.
• Strong leadership skills, ability to motivate staff and provide advice to management.
• Strong interpersonal skills (ability to communicate effectively and interact with all stakeholders).
• Ability to develop strategies and solutions.
• Strong knowledge of effective management techniques and practices, including planning, strategy development and implementation, assessment of outcomes and accountability.
• Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.

EDUCATION AND EXPERIENCE:

• Undergraduate degree required.
• Graduate degree preferred.
• Additional work experience may be considered in lieu of educational requirements.
• Five (5) years of supervisory experience required.
• Three (3) years of supervisory experience strongly preferred.
• Valid driver’s license and proof of insurance with good driving record.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Physical requirements include lifting up to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech and hearing.  Working conditions are primarily in an office environment. Occasional driving and travel  may be required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.