Job Title: Welcome & Intake Team Manager Job Category: Social Services
Primary Location: Los Angeles 90011
Department: Workforce Development Department (WDD)
Reports To: Director of Workforce Development
Direct Reports: Yes
Salary Range: $62,400 - $72,400 Seniority Level: Mid-Career FLSA Status: Exempt
Job Type: Full Time
Under the direction of the Director of Workforce Development, the Welcome & Intake Team Manager will supervise and direct a team of intake and eligibility staff, volunteers, and interns to ensure that the Workforce Development Department complies with grant agreement scope of work, contracts, program enrollment forms and eligibility documentation, and state/federal regulations and standards. This will involve compliance training, WorkSource and YouthSource Center performance management, filing auditing, data presentations, contract evaluation and quality assurance initiatives. The Welcome & Intake Team Manager will be responsible for the coordination of services offered to enrolled participants from the beginning of their enrollment into the program and will help in managing relationships with service providers to improve the quality of referrals to provide superior customer service to participants seeking program enrollment. The Welcome & Intake Team 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, ETO and other internal/external databases for enrolled client. The Welcome & Intake Team Manager will coordinate with other department managers to develop systems that will generate the highest level of customer service for enrolled participants.
This position will be responsible for developing systems to monitor and track grant performance, file quality assurance, and participant exits and transitions. Learning and Evaluation (L&E) will work with the manager to make sure all personnel and programs are implementing intake and eligibility processes and tools accurately. Policies and procedures will be implemented to establish quality assurance and control that will promote a high performing environment for all staff that works within workforce development. The Welcome & Intake Team Manager will also 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 responsibilities have been established to ensure the success of the workforce development department:
ESSENTIAL DUTIES & 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).
Intake and Enrollment Processes
- Develop and maintain internal department review processes that meets all state and federal guidelines and guarantees that processes are being implemented throughout all programs.
- Review and assess intake assessment documents to promote service delivery enhancements.
- Assist management to secure agency compliance regarding WIOA guidelines, and rules & regulations.
- Produce summary and corrective action reports regarding audit, compliance, and performance findings.
- Design evaluation and assessment tools for performance measures, which are reliable, valid, and promote continuous quality improvements.
- Maintain WDD file management protocols, policies and procedures.
- Works with the Director of Workforce Development to prepare and submit AJCC Certification Packets, in compliance with EDD and state regulations.
- Process WIOA scholarship applications.
- Identify and track training leverage reports for enrolled participants.
- Oversee and manage the data entry and quality of Workforce Development Department participants into the Efforts to Outcomes (ETO) data management system.
- Train all WDD staff on WIOA policies and procedures, performance measures, and program elements.
- Develop and manage workshop attendance and completion evidence for reporting and auditing purposes.
- Track supportive service distribution and service code activity.
- Produce monthly reports to track progress towards WIOA Annual Performance Plans (4-Star System).
- Work with the Director of WDD 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
- Provide support to the associate directors and 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.
- Maintain customer service training curriculum and vendor information.
- Responsible for effectively leading and managing Intake Specialists, Reentry Intake Specialist, Program Assistant, volunteers, and interns assigned to the Welcome and Intake Team.
- Attend all city and state mandated WIOA and workforce development meetings (WDB committee meetings, WIB committee meetings, EWDD YSC meetings, EWDD WSC meetings, private and public funder required meetings.
- Conduct quarterly and annual evaluations for welcome and intake team staff.
- Performance monthly and annual file audits and monitoring in collaboration with Learning & Evaluation.
- Supervise work of Intake Specialist and Interns to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- 5-years of WIOA Adult and Youth 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, and Unemployed).
- Experience with the City of Los Angeles and County of Los Angeles CalJOBS management/oversight.
- Additional system experience with Efforts to Outcomes (ETO), County ARS, and DOL MIS is a plus.
- Reliable, flexible team player who works well with minimal supervision, has a strong work ethic, and an ability to set and maintain personal boundaries.
- Demonstrated ability to manage multiple workforce development projects simultaneously.
- 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.
- WIOA funding preferred
- Reliable transportation: Valid driver's license and car insurance as required by law and CRCD company policy.
- Knowledge and proficient in Microsoft Office (Excel, Word, Power Point)
- Experience with facilitating small and large groups meetings and partnership collaboratives.
- A minimum of 3-years supervision and management experience (Preferably in non-profit workforce development and human services).
- Experience with participating and adhering to annual fiscal and performance audits.
- On occasion walk or drive to different local sites throughout the day.
- Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 lbs.
- Combination of field and office environment.
- May necessitate working in busy and loud environments.
- May be exposed to elements like cold, heat, dust, noise, and odor.
- May participate in training and staff development that requires local and out of state travel.
- Work regularly in a community that is exposed to gang activity, substance use, homelessness, and high unemployment rates.
- Must be available on call for emergency crisis situations with the ability to respond after work hours as needed for emergencies
- This is not a work-from-home position
RESPONSIBILITIES COMMON TO ALL AGENCY EMPLOYEES
- Encompass a “do whatever it takes approach” to serving our community
- Always maintain a safe work environment and confidentiality.
- Be proactive, creative, and flexible in determining, evaluating, researching, and resolving issues.
- Organize and prioritize multiple activities to meet all external and internal deadlines.
- Maintain professional demeanor that reflects positively on the agency.
- Demonstrate respect and courtesy toward others.
- Able to thrive in a work environment emphasizing teamwork and collaboration.
- Respond in a timely manner in all aspects of communication.
- Regular and prompt attendance in the office is required
- Work with limited to minimum supervision.
- Perform other duties as assigned by your supervisor.
- Dental, Vision, Medical Benefits: CRCD is in the top 10% for excellent employee benefits for non-profit organizations. CRCD offers 80% employee paid and 60% dependent paid medical
- 401K eligibility to participate from day one and up to 6% matching after one year
- Flexible Spending Account (FSA)
- Short-Term & Long-Term Disability, Accident, and Hospital Indemnity
- Whole Life Insurance, College Funding Plans/529 Savings Plan from Principal
- Pet insurance, Legal/ID Theft
- Generous work/life balance