Director of SNAP Navigation and Care Center

Second Harvest Heartland•Brooklyn Park, MN

2d•$115,000 - $125,000•Hybrid

About The Position

This role is responsible for directing the strategy and execution of SNAP navigation and food access support at Second Harvest Heartland (SHH). This individual will lead a dedicated team of managers, supervisors, and individual contributors that engage with neighbors by generating awareness of SNAP application navigation and other food resources to one-on-one support delivery to measurement of successful access to food. The SNAP Director will collaborate with SHH cross-functional leadership across Information Technology, Data & Analytics, Commodity Supplemental Food Program, Partner Operations, and External Relations teams. They will partner with the Department of Children Youth and Families, county social service administrators, and peer non-profits to strengthen SNAP in Minnesota.

Requirements

A combination of education and experience generally attained through a bachelor’s degree and a minimum of 7-10 years of progressive leadership experience in human services, program management, or customer contact center environments
Deep operational familiarity with SNAP program and other public benefit programs’ eligibility determination processes
Strong strategic planning skills, with the ability to turn high-level organizational goals into clear, actionable, data-informed operational processes
Proven experience leading, coaching, and developing teams, including experience managing salaried and hourly employees, supervisory staff and managers
Experience managing hybrid and fully remote team members
Exceptional interpersonal and communication skills, with a demonstrated ability to effectively engage with public officials, state agencies, and community stakeholders
Proficient with Microsoft Office 365 and adaptable to learning enterprise data platforms and case management software
Highly organized with exceptional attention to project management, program compliance, and resource tracking
Ability to navigate a fast-paced, high-demand environment with flexibility, efficiency, and enthusiasm
Valid MN driver's license, clean driving record, and access to reliable transportation for occasional travel across the Minnesota service area

Nice To Haves

Advanced degree in public policy, social work, public health, or non-profit management
Extensive knowledge of MN SNAP regulations, state funding mechanisms, and county-level administrative procedures
Experience generating awareness and interest in public benefits programs
Experience managing technical transitions or upgrades

Responsibilities

Own contractual relationship with Department of Children Youth and Families as a SNAP Outreach Grantee, work that is federally funded by the U.S. Department of Agriculture, Food and Nutrition Administration
Provide strategic leadership and day-to-day oversight for SHH in-person SNAP Outreach and virtual Care Center call-center teams, including program design, execution, budget oversight, and continuous improvement of high-volume neighbor service delivery
Establish clear team and individual performance milestones, monitoring SNAP assist goals and service delivery workflows for a combined team of twenty plus team members
Regularly synthesize outcome metrics and key takeaways from environment for internal and external leadership, grants, and press to ensure work is accurately represented
Build and/or maintain relationships with state and county leaders to ensure SHH team has clear and current guidance on SNAP administration and best ways for SHH advisors to support neighbors
Develop and maintain outreach and service delivery strategies that balance incoming requests with team capacity to deliver high quality and “real time” support to neighbors
Partner with FOODRx program to ensure Care Center able to fulfill requirements of all contracted food access support to health care providers
Partner with the Fundraising/Development team to pursue grants to support work
Partner with the IT and Data and Analytics team to upkeep existing systems (ServiceNow, 3CLogic, and others) and proactively prioritize future investments
Cultivate a collaborative, supportive, and high-performing team environment that successfully supports both in-office staff and remote/distributed teams
Ensure team members possess current knowledge of SNAP policies and application requirements, empowering them to effectively guide neighbors
Uphold all civil rights, DHS, data privacy, and security provisions required by state and federal partners
Other duties, as assigned