OMNI Human Resource Management

  • Programs Operations Manager

    Job ID
    2019-2492
    Client
    Jewish Family Services
    Job Location(s)
    US-KS-Overland Park
  • Overview

    JFS

     

    Jewish Family Services of Kansas City Is seeking a Program Operations Manager to join their executive team, focused on serving the greater community,.

     

     Jewish Family Services (JFS) supports and strengthens lives throughout Greater Kansas City. We provide essential human services for people facing challenges in everyday life or times of crisis — regardless of faith, age, culture or lifestyle. Their mission provides high quality counseling, older adult services, education and life crisis assistance while serving as a comprehensive resource for the entire Kansas City community. The organization has enjoyed outstanding operational and financial success over the years. 

     

    In active coordination with the Chief Program Officer and Director of Older Adult Services, the Program Operations Manager will oversee and lead the operations functions of agency program services including call center, client transportation (JET Express), home repair (Help@Home), and agency intake and referral services (JFS Navigator).

    Responsibilities

    • Integrate all aspects communication (information and referral, reservation confirmations, scheduling, etc.) in a single call center that effectively responds to callers and accurately connects them with the services they want or need.
    • Manage day to day operations of agency call center, maximizing the ability to monitor and respond to caller inquiries “live”, i.e at time of contact
    • Ensure courteous, prompt response to caller inquiries and requests. Manage staffing to ensure adequate coverage and after-hours back-up.
    • Provide caller coaching and training as needed for quality assurance, effective communication and overall customer experience enhancement.
    • Strategic planning and management of transportation operations and resources to ensure efficiency, innovation, continuous improvement, and high participant satisfaction.
    • Prioritize and manage transportation options (volunteers, rideshare, agency vans) in a way that optimally balances rider needs and preference with program cost. Collaborate with Director of Older Adult Services to ensure program design meets the needs of older adult clients and supports older adult services health and wellness outcomes.
    • In collaboration with Director of Older Adult Services, help modernize and reposition our home repair program to best meet changing community needs and preferences, improve services offered, and grow program membership.
    • Actively work with program directors to ensure operational functions integrate with and support program service goals. Function as a member of the Program Director’s team – supporting and collaborating with other members to encourage optimal performance.
    • Develop relationship-driven community partnerships that strengthen and grow our transportation, home repair, and information/referral services.
    • Coordinate with agency CFO or designee to modernize and streamline client billing processes.
    • Monitor and update services for compliance with funder expectations and requirements.
    • Ensure adequate supervision of operations staff including call center staff, agency drivers, agency home repair staff, and any program volunteers.
    • Survey participants at least twice annually regarding program satisfaction, using input and feedback to improve operations.
    • Collect and report requested program data to Chief Program Officer. Utilize such data to determine possible program improvements and solutions.

    Qualifications

    • Bachelor’s degree in Business, Public Administration or related major (or equivalent experience).
    • Knowledge and demonstrated competency in direct application of business and management principles including ability to manage cost and logistics analytics of transportation and other services.
    • Knowledge and experience managing or coordinating mobility, transportation, and/or call center functions
    • Experience in non-profit social service setting preferred
    • Demonstrated experience and proficiently with the following information technology: client management systems, data management and reporting tools, and office equipment
    • Ability to think and act strategically, communicate clearly, and work supportively and collaboratively with program staff, colleagues, community partners, and program participants
    • Ability to consistently exemplify agency guiding principles, upholding and reflecting organization mission and values.
    • This position is highly collaborative and commitment to the principle of “stronger together” is required.
    • Exceptional written and verbal communication skills, public speaking and presentation skills, as well as highly effective interpersonal skills.

     

    Inquiries about the position may be directed to Brenna Thompson at 913. 653. 8094

     

    OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity. 

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