Program Manager
- Job Title
- Program Manager
- Job ID
- 27741299
- Work Hybrid
- Yes
- Location
- Cedar Knolls, NJ, 07927 Hybrid
- Other Location
- Description
-
Company Overview:
Established by the United Ways of New Jersey to bring the 211 Service to its residents. The 211 Service begins with a national three-digit dialing code that connects to a live specialist with availability 24/7 via phone, text or chat. It is also an online, self-service portal to search for social service programs statewide. The majority of programs listed are nonprofits or government-operated. They help with essential needs such as housing, food, healthcare, childcare and utility assistance.
Our mission is to empower individuals by providing information, referrals, and hope to meet a broad range of health and human service needs. With an annual budget of $9 million sourced from government and charitable contributions, NJ 211 is a trusted resource for residents, professionals, and state officials during times of personal crises and statewide disasters. Nationally accredited by Inform USA, NJ 211 adheres to best practices in delivering information and referral services.
Position Overview:
The Program Manager is responsible for the deliverables of the unit program which includes service levels, program content, protocols, quality assurance measures and customer satisfaction. Primary responsibilities include managing a hotline by building a well-trained and passionate team to meet all defined deliverables, while utilizing Inform USA standards of information and referral. This includes expertise in quality service delivery, advocacy, crisis assessment, follow-up, disaster services and serving vulnerable populations. Manage a team of approximately 30 with 6 direct reports. This position also works closely with the program contacts from state departments, United Ways, counties and other partners in order to maintain meet and achieve deliverables as outlined in our contracts/agreements. This position handles all the administrative tasks associated with managing a team.
Responsibilities:- Build a positive work environment to motivate, retain and advance staff through recognition and appreciation efforts;
- Provide oversight, coaching and development of supervisors and leads to ensure achievement of goals, metrics and KPIs that are set forth for the unit;
- Develop staffing plans that meet established budgetary guidelines; work closely with the operations team and finance in order to maintain adequate staffing while not over or under spending;
- Ensure hotline quality assurance measures are being implemented and measured on a regular basis; participate in bi-monthly calibration sessions;
- Monitor contact center daily metric reports for phone, text, chat and email; advise supervisors in order to ensure key performance indicators are consistently met;
- Serve as the primary internal and external contact and subject matter expert for the defined program;
- Review and update annual state waiver scope of services and UWNJ MOA deliverables;
- Design and oversee training content the training of new and existing CRS, Supervisors and Leads – this program knowledge, protocols, crisis calls and systems training;
- Evaluate training quarterly and update as needed; participate in training;
- Oversee the process and resolution of staff issues including performance, attendance, work habits, policy adherence and employee concerns; document issues, implement corrective action plans; work with temp agency or human resources as needed.
- Review and approve temporary agency invoices and other pertinent vendor invoices
; - Develop goals and complete performance evaluations;
- Work collaboratively with resources database team to ensure partner programs are accurately updated in the resource database;
- Work collaboratively with the communications team to ensure partner programs are accurately reflected on the website;
- Complete scheduling and timekeeping approval responsibilities for team of 30+ and other administrative duties.
- Other duties as assigned.
Qualifications:- Associate or bachelor’s degree in business management, communications, human services or related field
- 5-7 years’ experience as a program manager
- Experience working in nonprofit or social service organizations or government programs
- Contact center experience is a plus
- Thrives in a dynamic, fast-paced work environment
- Excellent interpersonal and oral/written communication skills
- Ability to handle staff issues with sensitivity and confidentiality
- Self-directed and self-motivated
- Sharp attention to detail and analysis
- Ability to prioritize and re-prioritize activities and multi-task to complete tasks
- On occasion evening and/or weekend hours may be needed
- Demonstrated proficiency using Microsoft applications (Word, Excel, PowerPoint)
- Bilingual a plus
- Inform USA certification preferred.
- May require up to 10% travel statewide
NJ 211 is a disaster response organization working in partnership with the state emergency operation center. This requires all staff to be available during times of emergency, to work beyond normal hours and/or flexible hours to meet needs.
FSLA: This position is Exempt.
This position can be a hybrid position working a minimum of 2 days a week in the office.
The salary ranges $60,000 - $70,000 based on experience.
NJ 211 is a friendly, fast-paced and demanding work environment. Our new and professional office offers a comfortable work atmosphere, conveniently located near Route 287 and Route 10. We value a life-work balance and provide four weeks PTO, flex time and hybrid schedules. Individuals with a passion for helping others will thrive at NJ 211.
NJ 211 offers a generous benefits package. Employee benefits include health, vision, dental, and life insurance, 401(k) savings plan with employer match, paid time off, paid holidays, and hybrid work schedule.
Temporary staff must be with the organization for six months in order to be considered for regular full time employment within the organization.
NJ 211 does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity employer.
Version: 09.2024
