Human Services Benefits Programs Manager

Human Services Benefits Programs Manager

Requirements

• Completion of college-level courses in sociology and management or related fields, and experience in eligibility work, including in a supervisory/managerial capacity; or any equivalent combination of experience and training which provides the required knowledge, skills and abilities.
• Comprehensive knowledge of Federal, State and local requirements, programs, and policies related to food security and economic supports;
• Effective leadership and analytical skills;
• Considerable knowledge of principles and practices of customer relationship management and quality customer service;
• Considerable knowledge of basic principles, practices, methods and tools of project management.

Responsibilities

• Promote and execute the mission, vision, and core values of the City and DCHS;
• Design and implement customer service policies, standards, and procedures that center the client experience on dignity, respect, autonomy, and accessibility;
• Develop division and program goals, policies, and procedures that align with City and DCHS’ strategic plans to address the needs of the community;
• Ensuring practices of staff promote full access to services, including language access, and appropriate information to respond to the needs of the community;
• Continuously collect and assess customer feedback and data to improve service delivery;
• Manage the overall strategy and day-to-day activities of a call center and lobby, and lead initiatives that remove barriers to access and streamline the customer journey;
• Supervise and mentor direct reports who support front-line staff and lead key program areas, including food security initiatives, client assessment, information and referral, financial literacy, and farmers’ market incentive programs;
• Foster a high-performing, inclusive, and mission-driven culture through effective change management, employee engagement, strategic communication, and evaluation.;
• Ensure training and development opportunities focused on trauma-informed care, cultural competency, crisis de-escalation, and service excellence;
• Collaborate with internal programs to align customer service delivery.
• Oversee the development and deployment of outreach efforts, including tabling events and community presentations to educate the public on DCHS resources;
• Build and sustain strategic partnerships with department leadership and community-based organizations to promote excellent service, foster trust, and expand service reach;
• Ensure compliance with federal, state, and local requirements for client engagement and public benefits, including completing and submitting the SNAP Outreach Plan;
• Respond to human services Civil Rights complaints and complex customer service issues, and assist staff with complicated or unusual requests from clients and partners;
• Oversee DCHS’s participation in the City’s 311 Call Center;
• Manage grants, including identifying funding opportunities, leading grant writing efforts, and ensuring compliance, reporting, and effective use of awarded funds;
• Provide coverage in the absence of the Director of the Center for Economic Support for the center operation and the Social Services Advisory Board;
• Performs related work as required.

Preferred Qualifications

• Four-Year College Degree or a Master’s degree in the social service field, business management, public administration, or a related field;
• Considerable experience with public benefits administration, housing/homeless services, or safety net programs;
• Considerable experience working executing a human-centered approach, applying equity lens on policies and practices, and proficient skills in crisis intervention and communication/public speaking;
• Considerable experience in collaborating with senior and executive level managers; and capable of establishing key relationships to develop rapport and a high degree of trust among all levels of the organization and community.