Economic Support Consortium Manager

Eau Claire County•Eau Claire, WI

8d•Hybrid

About The Position

The Economic Support Consortium Manager plans, develops, coordinates, and administers economic assistance programs for Eau Claire County and the Great Rivers Income Maintenance Consortium (GRC). The role supervises unit staff and the delivery of economic support services, and serves as the operational lead for GRC program administration, performance monitoring, and evaluation. The manager interprets applicable local, state, and federal requirements; establishes and monitors performance standards; develops performance reports and continuous quality improvement processes; and works to maintain customer-focused services and meet outcome-based performance measures. The position also serves as Call Center Manager and Genesys Administrator, coordinating with consortium staff and third parties to address technical issues, review call center performance, and improve customer issue resolution. The role supervises staff, including coordinating work and schedules, evaluating performance, coaching employees, identifying training needs, and participating in personnel decisions. It provides input on unit budgets and strategic planning, maintains relationships with internal and external partners, represents GRC on state committees, and provides program expertise to the public and media. The manager acts on behalf of the Economic Support Consortium Administrator when that person is absent and performs other related duties as required or assigned. The position works remotely and in-office. Remote work requires an ergonomically correct and confidential workspace and high-speed internet, both at the employee’s expense. The employee must live within reasonable driving distance of the agency and meet work-related transportation requirements. Appointment is conditional on successful credit, criminal, and caregiver background checks.

Requirements

Bachelor’s degree in human services, business administration, public administration, or a related field.
Three years of progressively responsible experience in economic support, human services, or a related field.
One year of supervisory, lead, or project leadership experience, including coordinating work, supporting staff performance, or leading initiatives.
Equivalent combinations of education and experience that provide the required knowledge, skills, and abilities may be considered.
Demonstrated experience interpreting and applying federal and state regulations, policies, and procedures.
Demonstrated ability to analyze program performance data, identify trends, and implement process improvements or quality assurance efforts.
Demonstrated problem-solving and decision-making skills, including managing competing priorities in a fast-paced environment.
Demonstrated experience collaborating with internal teams and external partners, preferably in a multi-agency or cross-functional environment.
Proficiency in computer systems and software applications relevant to program administration, reporting, and service delivery.
Successful completion of credit, criminal, and caregiver background checks is a condition of appointment.
Ability to meet the position’s work-related transportation requirements; personal-vehicle use for County business must comply with County requirements for valid driver’s license, vehicle insurance, and authorization for work-related travel.
For remote work, provide an ergonomically correct and confidential workspace and high-speed internet access at the employee’s own expense, and live within reasonable driving distance of the agency.

Nice To Haves

Two years of responsible work experience determining eligibility for food share, medical, and childcare assistance programs.
Involvement in community service and professional organizations.
Experience using CARES Worker Web (CWW).

Responsibilities

Plan, develop, coordinate, and administer economic assistance programs for Eau Claire County and the Great Rivers Income Maintenance Consortium.
Supervise unit staff and the delivery of economic support services.
Interpret local, state, and federal regulations, policies, procedures, and mandates governing employment and economic support programs; develop and adjust processes to ensure compliance.
Evaluate socio-economic conditions, research community resources, determine appropriate programs based on needs, respond to questions about programs and eligibility, and manage sensitive interpersonal situations tactfully.
Lead GRC operational administration, supervision, monitoring, and evaluation; establish performance standards and assist with monitoring consortium performance.
Support GRC leaders in implementing performance standards through consultation and coaching; prepare performance reports and monitor state and federal performance measures.
Develop, recommend, and implement continuous quality improvement processes to support high-quality, customer-focused service delivery and minimize exposure to fiscal sanctions.
Serve as Call Center Manager and Genesys Administrator; collaborate with county supervisors, staff, and third parties to gather information and troubleshoot technical solutions.
Review call center performance, identify and implement training needs, and develop strategies to improve one-contact resolution of customer issues.
Participate in hiring, retention, discipline, and other personnel decisions; determine work procedures and schedules; manage workflow; approve leave and overtime as operationally required; evaluate, coach, and counsel staff; and identify training needs.
Provide input into the unit budget, objectives, and strategic plan.
Use department program software and other standard and specialized software for program administration and service delivery.
Develop and maintain effective working relationships with internal and external partners; represent GRC on state committees; and provide programmatic expertise to the public and media.
Act on behalf of the Economic Support Consortium Administrator during their absence and exercise delegated responsibilities and authority.
Perform other related duties as required or assigned.