Deputy Director

Equus • Milwaukee, WI

1d

About The Position

Under the supervision and direction of the Project Director, the Deputy Director implements total quality management procedures and changes within the case management, enrollment, and customer services units. The role implements change management when policies or procedures change and manages communication and coordination across these units.

The Deputy Director provides leadership to staff, collaborates with Department Heads to improve services, quality, and performance, and supports staff, partners, and operations across all Company Regions. The position oversees reporting of operational metrics, coordinates with Income Maintenance on case-related issues and fair-hearing processes, builds business process expertise and best practices, and coordinates Refuge Cash Assistance service delivery if required. It also contributes to outreach, program development, information dissemination, and quarterly reporting.

Requirements

• Bachelor’s degree or higher in Human Services, Business, or a related field from an accredited college or university, or equivalent experience.
• Five years of management experience.
• Proven ability to coach and mentor staff and effectively lead a team.
• Process-driven, analytical, and solution-focused approach.
• Ability to be a team player and model LEGACY Principles.
• Knowledge of community resources to address potential barriers faced by job seekers.
• Familiarity with human services, vocational rehabilitation, and disability issues and service competencies.
• Strong written and oral communication skills.
• Excellent computer skills, including Microsoft Word, Excel, PowerPoint, and Outlook.
• Must possess and maintain a good driving record and meet company driving requirements.

Responsibilities

• Implement total quality management procedures and changes within the case management, enrollment, and customer services units.
• Implement change management when policies or procedures change.
• Manage communication and coordination of case management, enrollment, and customer service.
• Provide leadership to staff and collaborate with Department Heads to enhance services, quality, and performance.
• Participate in or lead outreach activities.
• Oversee timely and accurate reporting of operational metrics for the Project Director.
• Serve as the primary point of contact for Income Maintenance (IM) to resolve case-related issues, coordinate fair-hearing processes, and enhance services for job seekers.
• Build business process expertise within the team and develop best practices.
• Coordinate service delivery for the Refuge Cash Assistance program, if required.
• Compile information and data for quarterly reports.
• Collaborate with departments on program development and information dissemination.
• Provide leadership, support, and guidance to staff, partners, and operations across all Company Regions.
• Perform other duties as assigned.

Benefits

• Extensive learning opportunities and networking programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager