Customer Program Manager Jobs in Valencia, CA (NOW HIRING)

Under the leadership and direction of the Associate Director, the Program Manager will supervise and direct a team of service delivery staff, volunteers, and interns to help individuals in establishing educational goals, access occupational skill training leading to career pathway and securing employment opportunities that lead to family sustaining wages. The Program Manager will be responsible for the coordination of services offered to enrolled participants and will help in managing relationships with service providers to improve soft skills, hard skills, employability, and the quality of life for participants. The Program Manager will ensure that direct service staff conducts needs assessments, create Individual Employment Plans (IEP), enter and maintain services and data in the CalJOBS, Salesforce and other internal or external databases. Collaborating with the Learning & Evaluation and the Intake Team will be key in delivering a client focused/centered approach to workforce development. The Program Manager will implement programming that leads to reaching academic goals, short-term credential attainment, work readiness completion, soft & hard skills building, achievement of measurable skills gains, and post-secondary or employment placement for participants. The Program Manager will support the implementation of CRCD’s Integrated Service Delivery Model (ISDM).

The Program Manager will work with other department managers, youth advocates and career coaches by providing support and training in developing Individual Employment Plans (IEP) and Individual Service Strategies (ISS) with clients to support their career path, education path, and participant information entered and maintain in CalJobs, Salesforce and other internal/external databases for enrolled clients. The Program Manager will also coordinate with other department managers to develop systems that will generate the highest level of customer service for enrolled participants. Customer service and engagement oversight is a required function of this position. The Program Manager will monitor systems that produce results for opportunity youth and/or unemployed/underemployed residents in the South LA area.

The Program Manager will be responsible for utilizing internal/external systems to monitor and track grant performance, file quality assurance, and participant exits and transitions. Learning and Evaluation (L&E) will work with the Program Manager to make sure all personnel and programs are implementing intake and eligibility processes and tools accurately. The Program Manager will be responsible for sustaining the successful implementation of the Integrated Service Delivery Model (ISDM) within the department and will collaborate with the Learning and Evaluation team to assess for best practices and areas for improvement.

The following is a list of current programs, projects or initiatives that the Program Manager will oversee:

1. Project Tipping Point

2. Jobs for America’s Graduates

3. Other programs as assigned

ESSENTIAL DUTIES and RESPONSIBILITIES

Participant Recruitment and Onboarding

• Development and maintain department and program presentations for information sessions, community outreach activities, and inter-department outreach.
• Develop and organize enrollment packets with current and updated forms mandated by federal and local government and funders.
• Oversee and monitor agency internal referrals (incoming/outgoing).

Enrollment Processes

• Develop and maintain internal department review processes that meets all state and federal guidelines and guarantee that processes are being implemented throughout all programs.
• Review and assess intake assessment documents to promote service delivery enhancements.
• Maintain and audit case files, including completion of enrollment forms.

Education/Training Coordination

• Provide oversight into education and/or training of participants in need of high school diploma, advanced or occupational skills training or post-secondary education.
• Assist in ensuring agency compliance regarding WIOA guidelines, and rules & regulations.
• Maintain WDD file management protocols, policies, and procedures.
• Identify and track training leverage reports for enrolled participants.
• Coordinate the development of work readiness and personal development workshops and curriculum.

Performance Management

• Oversee and manage the data entry and quality of Workforce Development Department participants into CalJobs, Salesforce and other internal/external data systems as required.
• Train all WDD staff on WIOA policies and procedures, performance measures, and program elements.
• Track supportive service distribution and service code activity as needed.
• Monitors and analyze data dashboards that support program and personnel successes and development.
• Produce monthly reports to track progress towards performance goals and staff key performance indicators.

Strategic Planning

• Work with the Associate Director to provide department level program updates, successes, challenges, and progress towards CRCD’s 5-Year Strategic Plan.
• Organize and facilitate annual work plan development, annual department planning retreats, and individual staff work plans.
• Uphold CRCD’s Mission Statement and 5 Year Strategic Plan

Customer Service

• Provide support to the Associate Directors and other Program Managers to implement an authentic client engagement platform and feedback for program enhancement.
• Prioritize the implementation of CRCD’s Integrated Service Delivery Model to increase service and program access for all clients.
• Manage and implement participant satisfaction surveys.

Case Management Services

• Develop and maintain working relationships with community-based organizations, schools, places of worship, and local government agencies to connect clients to their services offered externally from CRCD.
• Manage client referrals and provide guidance for the career exploration, aptitude, skill, and educational assessments.
• Ensure direct service staff develop and maintain Individual Employment Plans for enrolled participants.
• Work with other department managers to maintain quality data entry into CalJOBS, ARS, and Salesforce and other data systems.
• Review and approve all participant related supportive service requests.

Leadership

• Responsible for effectively leading and managing assigned direct service staff, volunteers, and interns.
• Attend assigned workforce development, partner, funder required meetings (LA City, LA County, State, Federal Government, private and public, Foundation, etc.).
• Conduct quarterly and annual evaluations for direct reports.

• 5-years education or workforce development programming management experience
• Education Requirement: AA Degree, BSW preferred.
• 3-4 years of professional WIOA and combined with other workforce development experience can be used as a substitute for education.
• Experience managing and supporting programs that serve vulnerable populations (Reentry, Former or Current Foster Youth, Homeless, Veterans, Disabled, and Unemployed/Underemployed).
• Reliable, flexible team player who works well with minimal supervision, has a strong work ethic, and an ability to set and maintain personal boundaries.
• Must provide proof and references of past work experience to validate the demonstrated ability.
• Experience working in communities with higher-than-normal gang activity, substance use, and homeless youth and adults.
• Experience with facilitating small and large groups meetings and partnership collaboratives.
• Experience with participating and adhering to annual fiscal and performance audits.
• A minimum of 3-years supervision and management experience (Preferably in non-profit workforce development and human services).
• Ability to work on multiple projects simultaneously to meet deadlines.
• Proficient in data entry, Microsoft Outlook, Excel, PowerPoint; Salesforce a plus
• Working knowledge in data tracking systems and tools.
• Strong organizational skills to manage large caseload, data, and reporting duties
• Strong client-facing and teamwork skills
• Aptitude in decision-making and problem-solving
• Critical thinking to incorporate new strategies and maintain ethical standards
• Reliable transportation: valid driver's license, and car insurance as required by law.
• This is not a work from home position. This role reports to the office 5 days a week.

SALARY RANGE

$70,304- $80,000

BENEFITS

CRCD is in the top 10% for excellent benefits for non-profits with an array of benefits available including:

• 14 Paid Holidays
• On-Demand training memberships to bolster professional development
• Dental/Vision/ 85% employer-paid & 40% dependent paid Medical Insurance
• 401k eligibility from day one & up to 3% matching after one year
• 529 Educational Savings Plan from Principle
• Flexible Spending Account (FSA)
• Short & Long Term Disability
• Accident & Hospital Indemnity
• Whole life insurance with cash benefits
• Identity Theft Protection and Legal Services
• Discount pet insurance through ASPCA
• Generous work/life balance

All candidates are subject to a criminal history check and meet CRCD’s criteria regarding criminal history and must pass background check conducted by LA County. CRCD is an Equal Opportunity Employer is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation. Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or the Equal Employment Opportunity for the position (s) to the EEO/ADA Coordinator. EEO/ADA Coordinator contact: Veronica Garcia (213) 743-6193.