Job Title: CHOICES/SNAP/NCP Program Manager Reports to: Project Director

Position Classification: Exempt Office Location: Tyler, TX

Primary Objectives of Position: Manages the programmatic requirements of the CHOICES/SNAP and NCP programs to achieve and/or exceed established goals. Also ensures that systems are in place to deliver quality program services.

The Choices program helps people who receive Temporary Assistance for Needy Families (TANF) cash benefits to find jobs and become more independent.

SNAP provides food benefits to low-income families to supplement their grocery budget so they can afford the nutritious food essential to health and well-being.

The Noncustodial Parents (NCP) Choices program helps parents who don't have custody of their children and are struggling financially. The program helps parents who don't make enough money to support their children to find better jobs and move forward in their careers.

Essential Job Functions

Manage the applicable program to meet/exceed defined goals. Maintain subject matter expert level knowledge on all applicable federal, state and local laws, regulations and guidance for the identified program.
Communicate new and/or modified policies and procedures to staff. Provide technical assistance to center staff to improve performance as well as quality and customer satisfaction.
Works closely with Quality Performance & Training Specialist to ensure program compliance.
Identify, develop, implement and monitor strategies, tactics and standard operating procedures to ensure program compliance and success.
Manage and conduct analysis of workforce activities to ensure implementation of policies and procedures. Evaluate compliance with policies and procedures and adherence to contract requirements
Collaborate with Community Leadership team and other Operations Management team members to ensure that all operating standards are maintained. Communicate effectively with management and appropriate staff regarding areas of improvement and provide recommendations of suggestions for enhancements. Be the point person for programmatic issues and resolutions.
Develop and deliver program-specific training based on trends gathered from monitoring results and/or staff recommendations. Formulate teaching outline, utilizing knowledge of specified training needs and determine instructional methods for all new and refresher training. Ensure that all staff are able to demonstrate the required knowledge and skills for their position as it relates to the program.
Be actively engaged with all relevant operations that lead to the success of staff, communities, centers and the system. Analyze programmatic and other related data, identify trends and mobilize staff to take action.
Manage and conduct quality reviews; prepare reports and monitoring documents for dissemination; effectively communicate findings and recommendations to management and appropriate staff. Ensure the appropriate actions are taken to avoid monitoring findings. Review and implement internal systems geared toward reducing and/or eliminating findings and observations. Ensure that state and local corrective actions are completed within required timeframes.
Design and deliver user friendly status and trending reports to operations management team to track performance outcomes and other related key data. Develop and provide performance summary to Project Director by the 10th workday each month.

Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity. Ability to utilize coaching techniques to drive exceptional performance and quality results, learning orientation, communication proficiency, teamwork orientation, technical capacity.

Qualifications

Education: Bachelor's Degree in Human Services, Training and Development, Education, Human Resources or closely related field or equivalent.

Experience: Working knowledge of CHOICES/SNAP and NCP programs required. Strong business knowledge of customer service best practices and performance management.

Skills/Abilities: Basic computer literacy including ability to use the Internet and Microsoft Office products. Keyboarding skills are mandatory. Strong listening and problem-solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Excellent interpersonal skills and Extreme Customer Service orientation. Strong oral and written communication skills. Requires project management, organizational, personnel, problem solving and data analysis skills, along with an ability to meet deadlines as required by our employees and customers. Need strong technical skills and commitment to a continually improving environment.

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.

Benefits

Insurance: Health, Life, Dental and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance

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CHOICES/SNAP/NCP Program Manager