Economic Support Consortium Manager

POSITION SUMMARY The Economic Support Consortium Manager plans, develops, coordinates, and administers the economic assistance programs for Eau Claire County and the Great Rivers Income Maintenance Consortium. This position supervises unit staff and the delivery of economic support services. QUALIFICATIONS Interprets local, state, and federal regulations, policies, procedures; mandates governing administration of employment and economic support programs; develops, manages, evaluates, and adjusts processes to ensure compliance; maintains current working knowledge of the role of economic support programs and services and the objectives of a public agency in providing these services. Evaluates the socio-economic conditions impacting various populations; researches the community resources available to serve the needs of these people; determines appropriate programs based on needs; receives and responds to questions about economic support programs and eligibility requirements; manages sensitive interpersonal situations calmly and tactfully. Acts as operational lead to the Great Rivers Income Maintenance Consortium (GRC) to administer, supervise, monitor, and evaluate program operations; establishes program performance standards and assists in monitoring consortium performance; assists GRC leaders in administering and implementing approved performance standards through consultation and coaching; creates and generates performance reports to ensure state and federal performance standards are being met; creates, develops, implements, and recommends continuous quality improvement processes within operations to assure high quality customer focused service delivery; monitors achievement of outcome-based performance measures to maintain quality of service and minimize exposure to state and federal fiscal sanctions. Applies proficiency in computers and department program software to serve as Call Center Manager and Genesys Administrator; collaborates with GRC county supervisors, operatives, and third parties to gather information and troubleshoot technical solutions; reviews call center performance and identifies and implements training needs; develops and implements strategies and tactics which enhance capabilities to resolve customer issues with one contact resolution. Directs knowledge of the principles and practices of supervision to participate in decisions on hiring, retention, discipline, and other personnel matters; supervises and manages activities of staff that includes determining work procedures and schedules and developing methods for expediting workflow; approves employee requests for leave and overtime as required by operational necessity; evaluates employee performance; coaches and counsels staff to achieve improved performance and productivity; recommends corrective disciplinary action as needed; identifies individual training needs in order to achieve greater departmental performance and productivity. Employs knowledge of budgeting management and techniques; provides input in the development of the unit’s budget, objectives, and strategic plan. Utilizes skill in personal computer operations including a variety of standard and specialized software programs such as Community Alternative Response Emergency Services (CARES), CARES Worker Web (CWW), and economic support programs and services. Develops and maintains effective working relationships with internal and external partners to ensure optimal levels of customer service; serves as GRC representative on various state committees; provides programmatic expertise to public and/or media. Acts on behalf of the Economic Support Consortium Administrator in their absence and exercises delegated responsibilities and authority of that position. Performs other related duties as required or assigned. TRAINING AND PROFESSIONAL EXPERIENCE QUALIFICATIONS Bachelor’s degree in human services, business administration, public administration, or a related field. Three (3) years of progressively responsible experience in economic support, human services, or a related field. One (1) year of supervisory, lead, or project leadership experience, including responsibility for coordinating work, supporting staff performance, or leading initiatives. Equivalent combinations of education and experience that provide the required knowledge, skills, and abilities may be considered . Demonstrated experience interpreting and applying federal and state regulations, policies, and procedures. Demonstrated ability to analyze program performance data, identify trends, and implement process improvements or quality assurance efforts. Demonstrated problem-solving and decision-making skills, including managing competing priorities