What are the responsibilities and job description for the Meals on Wheels Manager position at Union Settlement Association?
Meals on Wheels Manager
Job Description
Organizational Summary
Union Settlement is an East Harlem based nonprofit organization founded in 1895. For over 130 years, Union Settlement has provided critical and innovative programming to children, youth, families, and older adults. As a pioneer of the settlement house movement, Union Settlement continues to meet the needs of the ever-changing East Harlem community through its core programs. Through these programs, New Yorkers gain opportunities, develop skills, and become empowered to pursue and achieve their dreams.
Today, Union Settlement provides services through 33 program sites in approximately 28 locations. Union Settlement’s current programmatic portfolio includes the following service areas: Early Childhood Education, Youth Development and Opportunity, Family Services (including the Family Enrichment Center, the Family Childcare Network, and the East Harlem Community Partnership, NYC Benefits, Adult Education, Mental Health Services, Older Adult Centers, and Economic Development. Union Settlement serves more than 10,000 individuals and nearly 1,000 businesses every year.
Strengthened by a dynamic, diverse, and collaborative workforce of more than 350 employees, Union Settlement also serves as a connector, convener, and advocate for East Harlem and its partners. To learn more about Union Settlement, visit www.unionsettlement, visit www.unionsettlement.org
Position: | Meals on Wheels (MOW) Manager |
Department: | Older Adults Services |
Reports to: | Deputy Director, Aging, Health & Wellness |
Hours: | Full-Time, 35 Hours |
FLSA: | Non-Exempt |
Location: | On-site – 2205 First Avenue |
Positions Reporting to this Role: | MOW Associate; MOW Drivers/Deliverers/Walkers |
Position Summary
The Meals on Wheels (MOW) Manager is responsible for the day-to-day management and operational oversight of the Meals on Wheels program. The Manager provides direct supervision and accountability for delivery staff, oversees daily meal delivery operations, ensures accurate route and unit documentation, coordinates client service changes, and supports compliance with NYC Aging, Citymeals on Wheels, partner-agency, and Union Settlement requirements. The MOW Manager supervises and provides direction to the MOW Associate, ensuring administrative functions support accurate and timely program operations.
Responsibilities Include:
Program Operations & Staff Supervision
- Manage daily Meals on Wheels operations to ensure meals are prepared, dispatched, delivered, and documented accurately and on time.
- Provide direct supervision, daily assignments, coaching, and performance oversight for MOW drivers, deliverers, and walkers.
- Supervise the MOW Associate and establish clear priorities for client intake, routing, client communications, administrative records, and unit reconciliation.
- Monitor staff attendance and route coverage; coordinate substitutions and route assistance to maintain uninterrupted meal delivery.
- Review route sheets daily for completeness and accuracy, including delivered meals, No Answers (N/A), refusals, extra meals, and other delivery exceptions.
- Ensure staff follow established delivery, food handling, missing-client, vehicle, safety, and reporting procedures.
- Address operational and staff concerns promptly and escalate significant personnel, safety, client, or compliance matters to the Deputy Director.
Client Services, Routing & Case Management Coordination
- Oversee client intake, route assignment, suspensions, restarts, terminations, and other service changes received from Case Management.
- Ensure client service changes are implemented timely and accurately across route sheets and program systems.
- Oversee delivery routes, including adding or removing clients and adjusting routes as needed to maintain safe and reasonable route distribution.
- Ensure adherence to the Missing Client/No Answer Protocol, including reasonable delivery attempts, timely reporting, and required follow-up with Case Management.
- Review and respond to meal-delivery complaints, missed deliveries, and client service concerns; document findings and corrective action as appropriate.
- Maintain communication with Case Management and partner agencies regarding client status and delivery concerns.
Data, Reconciliation & Compliance
- Oversee accurate daily entry and reconciliation of Home Delivered Meal (HDM) units using route sheets and required program databases.
- Review daily and monthly unit records for discrepancies and work with the MOW Associate and Deputy Director to resolve missing, duplicate, or inaccurate entries.
- Prepare, review, or ensure completion of required HDM reports and supporting documentation for internal leadership, Finance, NYC Aging, Citymeals on Wheels, and partner agencies, as applicable.
- Maintain required program documentation, including route records, client service records, contribution records, incident and complaint logs, test-meal documentation, surveys, and other compliance materials.
- Support audits, monitoring visits, corrective-action plans, and other compliance reviews by ensuring records are complete, current, and accessible.
- Ensure monthly client contributions are collected, recorded, secured, and reconciled in accordance with agency procedures.
Vehicle, Food Safety & Delivery Oversight
- Coordinate with Transportation and Operations regarding vehicle maintenance, inspections, registrations, permits, fuel records, and repair needs.
- Ensure drivers complete required pre-trip vehicle inspections and immediately report vehicle damage, safety concerns, or mechanical problems.
- Coordinate with kitchen staff to ensure appropriate meal counts, packing, temperature-control devices, and timely release of meals for delivery.
- Ensure delivery bags, holding containers, carts, and vehicle compartments are cleaned and sanitized according to program procedures.
- Assist with meal delivery by driving or walking when necessary to maintain service during staffing shortages or operational emergencies.
Qualifications
- High school diploma or GED required; Associate Degree or relevant supervisory/program-management experience preferred.
- At least three years of experience in program operations, food delivery, older adult services, transportation, logistics, or a related field; supervisory experience strongly preferred. Food Handlers Certificate preferred
- Strong computer skills, including Microsoft Word, Excel, e-mail, and database/data-entry systems.
- Strong organizational, time-management, problem-solving, documentation, and interpersonal skills.
- Ability to supervise staff, communicate expectations clearly, provide coaching, and address performance concerns.
- Good written and verbal communication skills.
- Knowledge of and commitment to working with older adults and homebound populations.
- Valid New York State driver's license and acceptable driving record preferred/required when operating agency vehicles.
- Ability to lift and carry up to 40 pounds and assist with meal delivery, including walking and climbing stairs when operationally necessary.
- Bilingual English/Spanish a plus.
CO R E CO M P E T E N C IE S
- Leading Others: Creates a sense of urgency throughout the organization on the importance of achieving outcomes. Inspires, influences, and enables team members to reach their goals
- Facilitating Change: Approaches challenges with creativity and flexibility. Demonstrates analytical thinking. Guides change to meet Union Settlement’s goals.
- Managing Performance: Evaluates and revises goals semi-annually with the team. Provides consistent supervision and documents performance highlights and concerns
- Applying and Developing Expertise: Embraces and leads the team to achieve milestones. Seeks and supports professional development opportunities for team members. Manages finances and budgets effectively
- Communicating and Collaborating: Listens well and actively engages with others with honesty and integrity and holds team accountable to the same standard
Union Settlement’s Diversity, Equity & Inclusion Commitment
Union Settlement is an equal opportunity employer. They do not discriminate on the basis of race, color, religion, marital status, age, national origin, physical or mental disability, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
Salary : $58,000