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Associate Director, Home Delivered Meals
1 month ago
ESSENTIAL DUTIES AND RESPONSIBILITIES The Associate Director, Home Delivered Meals is a member of the management team that coordinates services for the Home Delivered Meals (HDML) Program under the general supervision of the Director of the Home Delivered Meals Program. The Associate Director is responsible for managing a team of coordinators that provide ongoing coordination of meal delivery, and providing guidance and support to the meal delivery operations team (fleet management, driving, and delivery staff) and other program staff for the successful functioning of the program. The Associate Director is responsible for ensuring services are delivered in compliance with RiseBoro’s policy and procedures as well as the following partner regulatory agencies: Department of the Aging (DFTA), City Meals on Wheels (CMOW), Department of Motor Vehicles (DMV) and Department of Health (DOH). Specific duties and responsibilities include: HDM Program Coordination and Quality Management Support the Director of HDML with the oversight of all aspects of home-delivered meal service for homebound seniors. In collaboration with the team, understand emerging needs and respond through programs, ensuring excellent customer service, contractual compliance, and safety Oversee all aspects of HDML coordination including efficient and timely review of referrals of clients, efficient meal management, and addressing client concerns Coordinate with Program Manager and Fleet Manager in the field to handle emergencies or issues as they arise Coordinate with Case Management staff of external Case Management Agencies regarding daily delivery and coordination of client services Work with the operations team to maintain accurate records of invoices, receipts, and records of contribution receipts and support in the contribution's reconciliation process Oversee coordinators to address the referral queue, ensure it is cleared daily, and track the total census of clients against contractual requirements/limits Respond to all client complaints, including those escalated from funders, 311, and making the necessary referrals to the case management teams Ensure that coordinators are maintaining complaint logs, analyze the log of complaints, report findings back to the team, and recommend process improvement solutions to mitigate future issues or client complaints Administer and oversee all procurement-related activities such as ordering meals and creating a system to track and document inventory; Ensure proper review of meal orders to caterers; analyze all orders received against orders placed and report discrepancies; identify the root cause of order discrepancies and recommend solutions to the team if the issue is internal or resolve the issues with the caterer Analyze current client meal preferences and forecast meal orders needed from the catering subcontractors Develop and distribute client choice menus and ensure the coordination team makes them available to clients; ensure that client choice menus are entered into the database appropriately and track all clients receiving specific choice menus Implement cross-functional processes and systems independently of, but not limited to each site to maximize effectiveness and efficiency Ensure the processes and systems are in place such that clients with specific dietary restrictions or specialty meals are accurately received i.e. Halal, Kosher, etc. In collaboration with the Director, oversee the completion of necessary compliance standards as designated by DFTA, CMOW, and DOH such as monthly test meals, incident logs, complaint logs, client surveys, etc. Audit databases and systems that collect quantitative and qualitative data from route sheets and database application when necessary; prepare unit reports and logs for monthly billings and report any discrepancies to the Director Collaborate closely with the Expediting, Fleet Management, and Delivery team to solve problems and provide support Support program management in developing and implementing client outreach strategies that ensure individuals know about and can easily access Meals on Wheels. Pay specific attention to underrepresented communities in services and conduct culturally specific outreach Support and guide program staff in volunteer recruitment, retention, and training in coordination with RiseBoro’ s Service and Volunteer Manager Supervisory Responsibilities Provide leadership and direction to the team to ensure the delivery of high performance, acting as an enthusiastic, positive and motivated coach Take full responsibility for the performance management of the team to ensure that quality and deadlines are achieved and maintained and that any issues are managed in line with RiseBoro policies, procedures, and guidelines In collaboration with Program Manager ensure team is appropriately staffed at all times Coordinate training programs for new staff and identify training needs for current staff Develop and support a collaborative, positive team environment, including facilitation of team meetings Directly supervise and oversee a team of Coordinators and the Satellite Site Manager in all aspects of HDML Coordination activities. This includes but is not limited to ensuring the Coordination team is: Providing excellent customer service to our clients Keeping up to date on unit entry to facilitate timely vouchering to the funder and accurate reporting Maintaining up-to-date client records in the database for referrals, meal choices, meals delivered, and complaints Working with the Drivers and Deliverers daily to address issues in the field i.e. unanswered deliveries, client issues, and proper reporting in a timely manner ensuring the Drivers are using the meal tracking mobile app and truck cleanliness is maintained; ensuring leftover meals are removed from the truck, stored and inventoried appropriately Responsible for conducting and organizing regular coordination team meetings to review progress and implement strategies to mitigate issues/errors in managing the referral queue, orders, and maintenance of route sheets Train the coordination team and other new staff as assigned on the vision, mission, day-to-day function, theoretical framework, and goals of the department; Oversee the training of the delivery staff by the Program Managers ensure all training materials are as per DFTA, RiseBoro, and other compliance guidelines General Program Support: Assist in holiday or emergency planning to ensure meal delivery to clients Interact directly with seniors, staff, volunteers, program vendors, Case Management partners, DFTA, CMOW, and other organizations Work with the Director in program planning, expansion, and development Provide coverage and support for the different role functions within the program as needed Provide reports to Director, Division and Executive Leadership on program performance This is a management position and ensures that staff and volunteers have clear work direction and guidance. The incumbent is responsible for supporting program management in carrying out the full spectrum of management responsibilities in accordance with RiseBoro’ s policies and procedures, contractual mandated and applicable laws COMPETENCIES Demonstrated supervisory experience required Demonstrated experience in social services, nutrition services or Home Delivered Meal services required Highly meticulous with strong attention to detail Excellent oral and written communication skills Excellent interpersonal and customer service skills Excellent organizational skills with the ability to multitask Ability to manage time effectively and meet contractual deadlines Ability to think critically, problem-solve, and use sound judgment Possess a positive attitude, and entrepreneurial spirit with the ability to lead, inspire, and coach a team Ability to maintain a high level of confidentiality, and professionalism Proficient in Microsoft Office Suite and related web-based applications i.e. Word, Excel, Teams, SharePoint, etc. Ability to work well under pressure in a busy and fast-paced environment Demonstrated experience working with various funding source database systems preferred i.e. DFTA, etc. Bilingual Spanish Speaker preferred Commitment to RiseBoro’s mission, vision, and values Ability to understand the concepts of institutional and structural racism and bias and their impact on underserved and underrepresented communities Commitment to work that supports communities who have experienced systemic oppression and bias (e.g. people of color, LGBTQ+ people, immigrants, justice-involved persons, etc.) EDUCATION EXPERIENCE Bachelor's degree with a minimum of two (2) years of experience in social services, nutrition services, or Home Delivered Meal services preferred Associate’s degree with a minimum of three (3) years of supervisory experience in social services or Home Delivered Meal services High School Diploma or GED equivalent required, with a minimum of six (6) years of experience in social services or Home Delivered Meal services Any combination equivalent to education and experience that provides the required knowledge and skills may be considered qualifying. EEO / Affirmative Action Statement It is the policy of RiseBoro to provide equal employment opportunity to all employees and applicants for employment. No individual will be discriminated against on the basis of race, color, age, creed, religion, national origin, citizenship status, political or union affiliation, marital or partnership status, sex, sexual orientation or affectional preference, gender identity, familial status, genetic information or predisposition or characteristic, disability, status as a victim of domestic violence, status as a veteran or member of the U.S. military and related obligations, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including but not limited to, recruitment, hiring, job placement, compensation, benefits, training and apprenticeship, employee development, promotion, demotion, discipline, transfer, lay-off and recall, and termination. RiseBoro makes reasonable accommodations based on religion and/or disability as required by law, and requests for accommodation are to be directed to the Human Resources Department .
