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Program Operations Supervisor
2 months ago
JOB SUMMARY :
The Operations Supervisor, under the guidance of the GAIN Program Director, will improve the efficiency of all facets of case management operations and personnel while adhering to Los Angeles County, state, and federal regulations.
Working in conjunction with the primary contractor, the Operations Supervisor will evaluate workflows and processes to enhance accountability and performance outcomes in alignment with the standards established by the Los Angeles County Department of Public Social Services (DPSS).
This role involves analyzing reports and data produced by LA County and the primary contractor to create new procedures and corrective action plans. The Operations Supervisor will respond to communications from LA County and the primary contractor, as well as manage performance reporting systems. In collaboration with the primary contractor, the supervisor will establish policies and procedures to achieve and surpass contract performance expectations. Key responsibilities encompass coaching, training, and fostering leadership development. The Operations Supervisor will cultivate and sustain effective communication with DPSS management and staff, community organizations, the primary contractor, and senior management at JVS SoCal. Ensuring that all program activities align with corporate standards of excellence is essential.The GAIN program will be administered in a non-discretionary manner, in compliance with the CalWorks Program Guide, State regulations, LA County plans, and the LA County Operational Procedures Manual.
This position is an integral part of the JVS SoCal management team.JOB RESPONSIBILITIES:
Oversees all dimensions of employee performance and workplace environment.
Responsible for coordinating the recruitment, selection, and training of new personnel, ensuring all training is thoroughly documented.
Develops, composes, and delivers performance evaluations and disciplinary actions for staff in collaboration with the Human Resources Manager.Partners with the Human Resources Manager to support the recruitment, hiring, and training of staff, addressing the language, cultural diversity, and bilingual needs of the program.
Monitors interactions between Supervisors and Case Managers, as well as between employees and Participants, to ensure professionalism in all business conduct.
Assists with escalated participant issues as outlined in the Chain of Command or as necessary.Ensures that employees meet all performance metrics and consistently adhere to prescribed processes as outlined by the County.
Responsible for ensuring that all Supervisors and Case Managers follow up on and achieve all objectives required for the E2Lite/TANF and Expanded Sample Cases.
Attends all mandatory trainings as required by the County. May require travel to other JVS SoCal managed offices and the corporate office as needed.Maintains liaison with service providers to resolve complex issues and assists case managers in mediating disputes between participants and service providers or agency policies.
Monitors all weekly, daily, and monthly reports to ensure Supervisors/Case Managers are effectively managing caseloads and following up on cases.
Responsible for submitting all reports to Management by the designated deadline.Ensures that Supervisors/Case Managers submit all reports punctually.
Responsible for ensuring that all project deadlines are met by both Supervisors and Case Managers.
Monitors processes to ensure they are functioning to meet the required contracted performance goals.
Collaborates with other operations managers to propose potential modifications to existing processes that may enhance overall office performance.
Monitors performance through QA and PICO audits, ensuring that all case corrections are completed in a timely manner.
Along with Supervisors, tracks, verifies, and monitors employee attendance, time punches, and timesheets. Follows up with documented conversations and disciplinary actions.
Establishes guidelines and approves time-off requests to ensure adequate office coverage.
Supports Job Development by ensuring Case Managers provide TSE and Job Fair Referrals.
Regularly reviews and documents employee performance, providing feedback and training to Supervisors and Case Managers to ensure their ongoing growth, development, and success in meeting contracted performance metrics.
Ensures all Case Managers follow up on ASH and VIP Complaints, with Supervisors following up in the absence of the Case Manager.Ensures that all employees adhere to company dress code, rules, safety, and security protocols.
May be required to develop and implement training for all staff levels as necessary.
Ensures that they and their staff attend all scheduled training provided by the project and the county.
Shares best practices with other units and offices, collaborating with other operations managers to ensure performance success throughout the entire project.
Performs all tasks assigned by management.QUALIFICATIONS AND POSITION REQUIREMENTS:
At least 4 years of progressive management experience in a leadership and decision-making capacity.
Knowledge of GAIN Program and contract requirements or equivalent experience in WTW programs, job development placement, or case management.
Experience leading a team to meet and exceed contract performance outcomes.The ability to successfully manage multiple complex tasks simultaneously.
Superior communication skills, effectively interacting with executives, primary contractors, and team members at all levels to enhance staff morale and performance.
Exceptional team leadership skills, including the ability to effectively coach, motivate, and empower team members.Ability to thrive in a fast-paced, deadline-driven work environment.
Problem-solving skills and the ability to work independently as well as collaboratively.
Must possess strong business written and oral communication skills.
Experience working in a diverse environment.
Experience engaging with underserved and underrepresented communities.
Experience in a union environment is preferred.
Must demonstrate personal and professional integrity, high energy, and a commitment to superior customer service at all organizational levels.
Familiarity with MS Office (Word, Excel, PowerPoint, and Outlook) and other databases is required.Must have a valid driver’s license and car insurance, along with reliable transportation.
Must pass criminal and background screenings prior to hire, during employment, and for promotions.
EDUCATION/CERTIFICATION/LICENSURE:
A Bachelor’s degree in a related field from an accredited college or university is required.
In lieu of a degree, candidates must have at least eight years of management experience and enroll in a bachelor’s degree program in a related field.
Maintain a minimum of 3 units per semester (4 units per quarter) at an accredited college or university. Enrollment must occur within a year of hire or promotion, with degree completion within four years. Annual proof of enrollment is required to continue employment.Physical Requirements/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop, and kneel.
Specific vision abilities required by this job include vision requirements due to computer work and driving to various locations and Agency mandated trainings.
Light to moderate lifting is required, with occasional lifting and carrying of objects weighing up to 30 pounds.Ability to withstand frequent travel.
Considerable walking may be involved.
Bending, stooping, or squatting may be involved.
Regular, predictable attendance is required, including driven hours as business demands dictate.
Requires local travel on a regular basis for success on the project.
This job description does not list all the duties of the job. Management may assign other nonessential assignments and duties as needed. You will be evaluated in part based upon your performance of the tasks listed in this job description.
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