What are the responsibilities and job description for the Training and Operations Manager position at The Senior Alliance?
Training and Operations Manager
Salary: Commensurate with education and experience and within budget constraints.
Education: Bachelors degree in from an accredited four-year college or university is required.
Experience: Two years experience in customer service management, preferably in a non-profit environment. One year of experience in direct management of employees and programs is desired. Demonstrated experience organizing outreach activities and implementing projects. Experience with data management and telephone systems. Familiarity with the aging network, community-based organizations and resources for older adults is desirable. Volunteer management experience preferred.
Requirements: Successful completion of the Initial Training for new SHIP/MIPPA Team Members. Ability to manage, lead, and support Site Coordinators and maintain SHIP/MIPPA program guidelines. Excellent interpersonal and group process skills. Is accurate, conscientious and flexible with attention to detail. Ability to develop collaborative partnerships with other agencies, draft documents for public distribution and make presentations on behalf of the agency. Acquire CIRS-A (Certified Information Referral Specialist for Aging) and CRS (Certified Resource Specialist) upon meeting eligibility requirements. Accepts direction, is well organized, and has the demonstrated ability to meet deadlines. Willingness to work in a team environment. Must have a valid driver’s license and reliable transportation. Perform job functions with ethics, honesty and integrity. The Senior Alliance is a non-profit 501c(3) where philanthropy on behalf of the agency is a requirement of all employees.
General Job Description: Fulfill role as PCOC Program Administrator for No Wrong Door in The Senior Alliance designated region. Works within the No Wrong Door Department in collaboration with Community Access Manager to ensure SHIP/MIPPA and PCOC program goals and objectives are met. Work in a team environment to manage the delivery of a variety of information to older adults and their caregivers. Quickly understand and grasp complex issues such as the multiple needs of the aging population, quality metrics and collaborative delivery systems. Manage a team of staff. Works in a team environment to assist the agency in delivering various information and assistance to older adults, caregivers and individuals with disabilities. Must be able to quickly understand and grasp complex issues and multiple needs of individuals. Must have excellent communication and interpersonal skills, including the ability to relate effectively with individuals from all demographic groups. This position will require use of a computer to access and input information. Must demonstrate the ability to follow protocols and procedures. Must employ a professional manner that promotes interagency cooperation and evokes respect.
Physical Requirements: Work is regularly performed in an office environment. Outreach events may occur outside and at other venues. While performing the duties of this job, the employee is regularly required to communicate verbally and in writing. The employee is frequently required to sit for long periods of time. The position does require mobility around the office environment and the ability to regularly perform work at off-site locations. Primarily engaged in general office work which requires manual dexterity for typing, using computer resources and telephonic resources.
Duties:
- Manage the daily activities of Options Counselors.
- Manage interns placed within the department, when applicable.
- Ensure that individuals seeking services are effectively addressed and referred to community-based resources or long-term supports and services, when appropriate.
- Implement a continual training schedule for team members that ensures core program competencies.
- Meets with each team member regularly.
- Develop and maintain No Wrong Door program operating procedures and training programs.
- Plans and organizes initial and ongoing training for all department staff, volunteers, and interns (team members), with support from Community Access Manager and other staff as needed.
- Ensure all staff and volunteers achieve and maintain professional certifications and/or licenses as required.
- Mentor employees to develop their skills and knowledge for professional growth.
- Provide review and consultation, monitor performance, and assess skillset of staff and teams.
- Conducts regular quality assurance activities to ensure program requirements are met.
- Interact with clients via telephone and in-person when appropriate.
- Ensure staff respond effectively to individuals in a respectful manner utilizing person-centered thinking principles, active listening skills, thorough assessment, and problem-solving techniques.
- Develop and implement individual staff member and project work plans.
- Assist with recruitment and selection of department employees, volunteers and interns.
- Serve as an advocate for individuals as appropriate.
- Abide by the quality assurance and operating standards of accrediting bodies, funders, and other entities as required.
- Establish and implement department, program, and team policies and procedures.
- Coordinate agency activities with other aging network organizations, disability network organizations, state agencies, or stakeholders as needed.
- Ensure data is accurately and completely documented into proper databases in a timely manner.
- Develop, prepare, and produce accurate programmatic, quality assurance, and data reports, as required.
- Assist with other duties as assigned.
