DIRECTOR OF SERVICE MANAGEMENT

GOODWILL INDUSTRIES OF NORTHEAST IOWA, INC.•Waterloo, IA

13d

About The Position

This position reports to the Officer of Mission Services with significant latitude for independent actions within the scope of the mission, guiding principles, values, ethics and strategic goals of Goodwill Industries of Northeast Iowa, Inc. The Director of Service Management position oversees workforce development activities through the direct supervision of the Service Managers. This position is responsible for reviewing and administering Journey Maps with focus on career, family, and community goals., The Director of Service Management will also research and help supervisors with implementing strategies for employee development. This position provides vision, leadership, direction, high-quality support to employees across multiple worksites, fostering professional growth, operational efficiency, and long-term success. This role will be responsible for performance development, and strategic planning to support both organizational outcomes and individual achievement while maintaining data integrity, and promoting a collaborative culture grounded in trust, accountability, and continuous learning.

Requirements

Bachelor’s degree in Human Services, or related field; 2 years of full-time paid employment in Human Services, Social Work, Retail Management or related field may be substituted for each year of post-secondary education. A minimum of 10 years related full-time paid experience. Supervisory experience preferred. Master’s degree in Human Services or related field, preferred.
Effective written and verbal communication skills.
Knowledge of HCBS Waiver, Manage Care Organizations and community resource knowledge
Ability to make business, social, or civic contacts.
Computer proficiency.
Ability to handle and maintain confidential information.
Possess a positive attitude and infect others with similar enthusiasm
Loyalty to the agency and its mission and policies.
Reliable transportation, valid driver’s license and automobile insurance.
Ability to work independently
Experience with goal setting, documentation of progress on goals and outcome tracking
Ability to maintain professional boundaries while fostering trust
Willingness to work flexible hours including evenings and weekends
Ability to use good judgment, discretion, and initiative.

Nice To Haves

Supervisory experience preferred.
Master’s degree in Human Services or related field, preferred.

Responsibilities

Direct supervision of Staff Development Managers.
Delegates assignments to employees under the direction of the Officer of Mission Services and keeps the Officer informed of changes in policy and trends. Directs, coaches and guides them in their work in order to help them attain individual growth and company goals.
Demonstrates leadership by consistently holding all team members accountable for established best practices and standard operating procedures.
Arranges comprehensive training of job duties, policies and procedures, ethical codes of conduct, corporate compliance, etc.
Evaluates performance and takes corrective action when necessary.
Reviews resumes and applications for vacant managerial positions, conducts interviews, and makes hiring decisions.
Represents the Mission Services department to all internal and external audiences.
Reviews and approves current and future program recommendations.
Analyzes and approves career plans to ensure quality standards and outcomes are met.
Reviews and evaluates the implementation and progress toward career plans’ goals being met.
Implements new workforce development methods and strategies and analyzes their effectiveness based on statistical documentation.
Attends meetings, professional conferences, and in-service training programs as directed by the Officer of Mission Services.
Works collaboratively with all departments to maximize service opportunities and maintains a continuous improvement agenda.
Promote unity across departments and reinforce a culture of “we” rather than “us or them”
Is available and ensures coverage of all areas under his/her direction during nontraditional hours including weekend and evening periods.
Serves as an emergency contact for agency locations in need of support outside regular business hours.
Conduct one-on-one meetings, job site visits and educational in-service trainings
Travel regularly of various worksites, including evening and weekend hours.
Support agency-wide goals through performance tracking and strategic planning
Maintains data integrity through documentation and performance standards
Completes all duties of the job and all work requirements.
Models Goodwill’s core values, IMPACT. (Inspire Others, Mission First, People Matter, align with Community, Create Opportunity, Tell our Stories)