Director of Assistance Programs

Are you a highly organized and compassionate leader with a passion for making a positive impact? We are seeking an experienced Director of Assistance Programs to join our organization. In this role, you will oversee and manage utility assistance programs designed to support low- and moderate-income individuals and families. Your responsibilities will include program development, budgeting, stakeholder engagement, and ensuring effective service delivery. This is an excellent opportunity for individuals that excel in program innovation and delivery and are looking to enhance their career in a fast-paced and collaborative environment.

Candidates of color and of all backgrounds are strongly encouraged to apply. Operation Fuel is committed to expanding upon our diverse work environment and culture. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

OUR MISSION:
Operation Fuel leads the way so current and future generations can thrive with secure access to heat, power, and water.

SUMMARY OF RESPONSIBILITY:

The Director of Assistance Programs is a highly organized leader who can manage, coach, and train an effective and efficient customer service team. This leader must be capable of working independently while paying great attention to detail, be a proficient communicator and present complex information in a simplified manner. The Director will manage the Organization's efforts to promote and fulfill the water and energy bill payment programs. The Director will collaborate with the leadership team to review and analyze the performance of utility assistance programs, as well as continue to develop partnerships and collaborate with outside organizations.

This position reports to the Chief Program and Policy Officer (CPPO) and manages the Utility Assistance Program department.

The Director must make a commitment to racial equity, diversity, and inclusion.

KEY RESPONSIBILITIES

• Leadership

  • Lead the program team to ensure high-quality execution of the Organization's utility programs. This includes supporting the team in a collaborative and focused atmosphere, assigning the team's work according to changing priorities, and initiate and set goals for assistance programs based on the organization's strategic objectives.
  • Manage the team's basic human resource functions including forecasting staff needs, training, approve the team's time and attendance, enforce Organizational policies, and lead the performance review process.

  • Keep senior management informed with detailed and accurate reports or presentations.

  • Collaborate with the management team to facilitate engagement across the Organization.

• Program Delivery

  • Internal Relations
    • Create and maintain the assistance programs operations manual to ensure all components of program delivery are addressed. Review and update annually to improve program efficiency and outcomes.
    • Manage the annual program season timeline, coordinating across multiple departments, to ensure successful program implementation.
    • Collaborate with finance department to monitor utility assistance program budgets, payment of vendors and fuel banks, and reporting.
    • In coordination with the communications team, develop and implement an intentional and nimble program marketing plan.
    • Lead annual data analysis and reporting for internal and external stakeholders.
      
      
  • External Relations:
    • Support the Organization's statewide fuel bank network to ensure they have the tools and training they need to contribute to Operation Fuel's mission. Analyze fuel bank performance to make informed decisions on participation and manage the annual contract renewal period.
    • Maintain vendor relationships, especially with delivered fuel partners. This includes updating vendor agreements annually or as needed. Maintain communication to ensure vendor compliance.
    • When needed, support clients and external stakeholders to complete tasks related to energy and water assistance applications. Provide this assistance with compassion while upholding Operation Fuel's program policies.
      
      
  • Database Management
    • Serve as lead contact and "super user" for Operation Fuel's online application portal. Collaborate with the CPPO and software vendor to optimize the client experience and the team's processing efficiency.
    • Proactively identify potential improvements to the software and work with the vendor to ensure the changes are completed and rolled out with appropriate training and support.
    • Submit tickets to vendor for software issues and ensure all problems are resolved in a timely manner.
    • Assist the CPPO with data management and reporting needs.
    • Apply program data, experience, and reporting mechanisms to inform work priorities, plans, and goals for the utility assistance program team.

QUALIFICATIONS AND COMPETENCIES

• Bachelor's degree in Business Administration, Human Services or related field and two (2) or more years of experience in human service or customer service management required.

OR Associate's degree in Business Administration, Human Services or related field and three (3) or more years of experience in human service or customer service management required.

OR High School Diploma and five (5) or more years or more years of experience in human service or customer service management required.

• Three (3) years of experience managing staff required; nonprofit experience preferred.
• Three (3) years of experience in program planning, administration, and evaluation preferred.
• Ability to engage with diverse populations with professionalism and sensitivity; commitment to cultural competence; previous experience with economically disadvantaged populations preferred.
• Proficiency in using Microsoft 365; database management experience and web-based applications.
• Customer, client, or member relations experience; experience working in teams, excellent interpersonal skills.
• Ability to present information concisely and effectively, both verbally and in writing.
• Demonstrated ability to work independently, organize and prioritize work, and collaborate across departments and on a statewide level.
• Excellent interpersonal skills with high emotional intelligence.
• Bilingual (Spanish/English) is a plus.
• Ability to perform job with integrity, mission, vision and values consistent with Operation Fuel.
• Ability to travel in-state as needed for the position.

MENTAL AND PHYSICAL REQUIREMENTS:

The physical demands described in this position description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals of all abilities to perform the essential functions.

• Must be able to perform continuous bending, twisting, stooping, reaching and lifting of moderate to heavy weight material up to 20 lbs.
• Must be highly mobile, able to access all areas of the premises.
• Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
• Must be able to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Must be able to walk, sit and stand for extended periods during the shift.
• Ability to travel in state is a requirement.