emPower Process Manager

SUMMARY:

The emPower Process Manager, under the general direction of the emPower Process Director, supervises emPower processing staff. Primary duties include staff and program process oversight using a quality management approach. Additional duties include oversight of the implementation of utility Affordable Payment Plan (APP), Home Energy Security Allowance (HESA), direct assistance, data reporting and grant requirements.

The emPower Process Manager is responsible for program and service fidelity and managing the grant defined outcomes throughout the State of Michigan. The Process Manager routinely meets with assigned staff, monitors staff work, completes annual employee performance evaluations, recommends disciplinary actions as needed, promotes a positive work environment, and ensures staff receive necessary orientation, training, and supervision at the direction of the emPower Process Director.

As a member of the emPower Team, the emPower Process Manager is expected to promote a positive work environment. This includes: professionalism, positive attitude, reliability, adaptability to changes, and willingness to learn.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work with emPower Process Director on coordinating efforts of grant implementation and self-sufficiency collaboration;
• Supervise and oversee emPower Process Team positions including: regular checkpoints, customer service call monitoring, case audits and performance issue management;
• Time management oversight of processing staff in partnership with emPower Processing Director;
• Maintain the efficacy of the TrueNorth program model;
• Stay up to date and knowledgeable on grant requirements;
• Plan and lead emPower Process Team meetings in partnership with emPower Processing Director;
• Attend and represent TrueNorth at assigned meetings;
• Work diligently with the emPower Process Director to ensure proper data management and reporting measurements are being met;
• Ensure that thorough and accurate documentation is completed on all participant contacts;
• Complete regular staff evaluations, including goal setting in partnership with emPower Processing Director;
• Provide direct support to the emPower Process team, including monitoring internal messaging channels (IMs) and promptly answering staff questions and inquiries;
• Serve as the primary, first-tier point of contact for handling, investigating, and resolving participant complaints, concerns, and operational issues;
• Maintain and actively monitor all centralized email inboxes utilized within emPower Process team operations;
• Coordinate and execute the implementation of all operational processes in direct alignment with the emPower Process Director;
• Monitor, manage, and maintain balanced and appropriate caseload distributions across all emPower Process team positions;
• Work in close collaboration with the Process Administrative Assistant, delegating administrative tasks and operational duties as appropriate;
• Practice proactive communication with the emPower Process Director regarding complex operational issues, policy deviations, or participant matters that require higher-level escalation;
• Maintain a suitable home mobile work environment to meet job responsibilities including internet access and maintenance of confidential materials in accordance with TrueNorth Confidentiality and Technology and Acceptable Use Policies and Procedures;
• Regular and consistent attendance;
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

The emPower Process Manager assumes responsibility for orienting, training, managing, evaluating, and coordinating the workflow of the Process Team engaged in the development and implementation of self-sufficiency services funded through MEAP, utility partnerships and other funding sources under the direction of the emPower Process Director.

QUALIFICATIONS/SKILLS:

• Absolute ability to maintain consumer and agency confidentiality;
• Considerable ability to read, interpret, and apply MEAP Grant Contract, Project policies and procedures;
• Considerable knowledge of continuous quality improvement principles, team building strategies and related remote worker supervisory practices and procedures;
• Ability to communicate effectively and professional with a variety program stakeholders;
• Considerable ability to work as part of team focused on achieving well defined performance outcomes;
• Ability to use technology supporting the Project including Microsoft Word, Microsoft Excel, Dashboards, CRM data management, and related software programs;
• Considerable ability to relate to people on a one-on-one basis and as a member of a group;
• Considerable ability to exercise independent judgment and initiative in analyzing project or department related problems and recommending appropriate solutions;
• Considerable ability to establish and maintain effective working relationships with partner agencies, participants, and families of participants;
• Considerable ability to effectively communicate with distressed persons under adverse conditions;
• Considerable ability to cope with difficult and/or emergency situations requiring immediate decisions in accordance with agency policies and operating procedures;
• Considerable ability to explain program policies and procedures to employees, consumers and community members;
• Considerable ability to maintain records and prepare verbal and written reports pertaining to program planning and progress;
• Ability to engage with, and relate to, households with multiple risk or/and safety factors;
• Ability to create, plan, organize, and coordinate consumer service delivery systems both internally and in the community;
• Ability to model non-judgmental positive attitude toward families in crisis;
• Knowledge of other cultures and ethnicities, socioeconomic differences and oppressed groups, and their function in human behavior;
• Knowledge and skills in the areas of substance abuse and domestic violence;
• Awareness of evidence-based community services available for at-risk families and children including strategies to assist families move to self-sufficiency;
• Skills in providing prevention or preservation services, assessment of potentially violent situations, and short-term safety planning and goal setting;
• Knowledge of treatment (intervention and technique) philosophies and strategies of home-based services, including a strength-based approach.

EDUCATION and/or EXPERIENCE:

A bachelor degree in the field of human services, community planning, and/or business from an accredited university or college is preferred. Personnel management experience is essential. Prior experience working in the business or human services field.

Additional experience desired includes:

• Supervisory or the equivalent experience preferred;
• Knowledge of grant assistance to vulnerable populations, revenue streams and program operation;
• Self-sufficiency services (interventions and techniques) philosophies and strategies of poverty related services, as well as knowledge and familiarity with local community resources, community development, networking and marketing;
• An ability to understand and commit to the agency business model, and;
• Experience with business planning including business intelligence and project management preferred.

EOE

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $45,000