Job Overview
- Under supervision and direction of the Project Director, implement total quality management procedures and changes within the case management, enrollment, and customer services units
- Implement and provide change management when changes to policy / procedure occur
- Manages communication and coordination of case management, enrollment and customer service
- Provide leadership to staff and collaborate with Department Heads to enhance services, quality and performance
- Participate or lead outreach activities
- Oversee timely and accurate reporting of operations metrics for Project Director
- Primary point of contact for Income Maintenance (IM) to resolve any case related issues, to coordinate fair-hearing processes, and to enhance services for job seekers
- Build business process expertise within the team and develop best practices
- Coordinates service delivery for Refuge Cash Assistance program (if required)
- Compiles information and data for completion of quarterly reports
- Effectively collaborate with departments for program development and information dissemination
- Provide leadership, support, and guidance to staff, partners and operations across all Company Regions
- Other duties as assigned
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