Mission Team Leader - Retail Programs

Description

How this Role Supports our Mission of Elevating People by Eliminating Barriers to Employment

While receiving leadership support from the Manager of Mission Operations, the Mission Team Leader advances our mission by providing daily leadership, coaching, and mentoring a team of direct service professionals. This position will oversee accreditation and contractual standards to support consistency and quality of service and ensure Goodwill NCW is known as the provider of choice for services.  The Mission Team Leader will work within their teams to create and sustain standard operating procedures, standard work, and effective team member onboarding as well as training that align service delivery in a manner that is consistent with the mission, vision, values, and brand of Goodwill NCW.

Key Responsibilities

• Partners with Manager of Mission Operations leader to meet program goals that contribute to operational goals. Ensures best practices, standards, quality, customer satisfaction, safety, policies, and procedures to the program are followed.  Assists with priorities and areas of focus to ensure the program goals maximize our mission impact. Maintains accreditation and contractual standards to facilitate consistent, high quality service delivery, as appropriate. 
• Guides human resource objectives by properly recruiting, selecting, orienting, training, scheduling, coaching, counseling, rewarding, and holding team members accountable.
• Assists with projects and improvement initiatives. Helps to manage change through effective planning, communication, and coaching. Builds and participates in leadership coalition, supporting and implementing organizational change. 
• Leads team members by mentoring and providing professional development opportunities to create a high performing team and build bench strength in program. Builds networks and identifies sources for recruitment in assigned program.
• Identifies appropriate, continuous group and individual training and professional development opportunities for team members and participants to deliver on service delivery best practices, technical specifications, and reporting requirements.  Coordinates end use systems training to ensure smooth project implementation, improved technology utilization, and enhance digital literacy. 
• Ensures proper reporting and service compliance as determined by contractual and program accreditation requirements and licensing agencies by overseeing timely and accurate data entry into Case Management System by team.
• Understands and meets the financial and operational metrics including revenue, staffing, payroll, program growth, referral flow, expenses, budgeting, safety, etc. as required and within timeframes.  Manages workflow and work schedules by maintaining efficient usage of labor.
• Completes invoices and billing for services provided by team and follows up on unpaid claims with funding sources per department needs.
• Advocates mission services to maintain relationships with community partners and individuals to create awareness and promote referrals. 
• Addresses and resolves customer and referral source complaints.
• Participates in accrediting, licensing, and funding audit meetings.

Qualifications

Education, Skills & Experience

• Associates degree in related field, but applicable work experience may be substituted for degree requirement.
• At least two years of management or leadership experience is preferred, ideally in operational management including planning, talent development and change leadership.
• A valid driver's license with an acceptable driving record is required to travel to multiple locations.
• At least an intermediate level of competency with Word, Excel, PowerPoint, SharePoint, and Outlook.
• Knowledge and experience with Case Management Systems (CMS) is preferred.
• Knowledge of community resources and strong skills in collaboration and connecting to the community.
• Exceptional communication skills that promote an effective flow of information throughout the mission services and can demonstrate candor and openness when discussing business initiatives.
• Logical decision-making and troubleshooting skills can solve problems quickly.
• Excellent time management and prioritization skills and the ability to manage multiple projects under time constraints simultaneously.
• Willingness and ability to learn and understand new software and other technology applications as applicable.
• Ability to present, speak to and promote Goodwill NCW mission, vision and align to communities served. 
• Ability to adjust to the changing needs of the department and organization and willingness to jump in and help where needed.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Work is performed in various environments with extensive team member contact and frequent interruptions.
• Primary function requires sufficient physical ability and mobility to work in varying settings; to sit or stand for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, twist, lift, carry, push and/or pull light to moderate amounts of weight.
• Ability to drive and operate a motor vehicle.
• Verbally communicate to exchange information.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.