Meals on Wheels Manager

Union Settlement Association•New York, NY

1d•Onsite

About The Position

The Meals on Wheels (MOW) Manager is responsible for the day-to-day management and operational oversight of Union Settlement’s Meals on Wheels program. The Manager supervises delivery staff and the MOW Associate, 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 role oversees client intake and service changes, routing, case-management coordination, unit reconciliation, reports, records, contributions, audits, and compliance reviews. It also coordinates vehicle and food-safety processes with Transportation, Operations, and kitchen staff. The Manager may assist with meal delivery by driving or walking when needed to maintain service during staffing shortages or operational emergencies. Union Settlement is an East Harlem-based nonprofit founded in 1895. It provides services through 33 program sites in approximately 28 locations and serves more than 10,000 individuals and nearly 1,000 businesses each year, supported by a workforce of more than 350 employees. This is a full-time, 35-hour-per-week, non-exempt, on-site position at 2205 First Avenue. The position reports to the Deputy Director, Aging, Health & Wellness. Direct reports include the MOW Associate and MOW Drivers/Deliverers/Walkers.

Requirements

High school diploma or GED required.
At least three years of experience in program operations, food delivery, older adult services, transportation, logistics, or a related field.
Strong computer skills, including Microsoft Word, Excel, email, 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.
Ability to lift and carry up to 40 pounds and assist with meal delivery, including walking and climbing stairs when operationally necessary.
Full-time, 35 hours per week; on-site work at 2205 First Avenue.

Nice To Haves

Associate degree or relevant supervisory/program-management experience preferred.
Supervisory experience strongly preferred.
Food Handlers Certificate preferred.
Valid New York State driver's license and acceptable driving record preferred/required when operating agency vehicles.
Bilingual English/Spanish is a plus.

Responsibilities

Manage daily Meals on Wheels operations to ensure meals are prepared, dispatched, delivered, and documented accurately and on time.
Directly supervise, assign daily work to, coach, and oversee the performance of MOW drivers, deliverers, and walkers.
Supervise the MOW Associate and set priorities for client intake, routing, communications, administrative records, and unit reconciliation.
Monitor attendance and route coverage, coordinating substitutions and assistance to maintain meal delivery.
Review route sheets daily for completeness and accuracy, including meals delivered, No Answers, refusals, extra meals, and other exceptions.
Ensure staff follow delivery, food-handling, missing-client, vehicle, safety, and reporting procedures.
Address operational and staff concerns and escalate significant personnel, safety, client, or compliance matters to the Deputy Director.
Oversee client intake, route assignment, suspensions, restarts, terminations, and other service changes received from Case Management.
Ensure client service changes are implemented promptly and accurately in route sheets and program systems.
Oversee delivery routes, including client additions and removals and route adjustments for safe, reasonable distribution.
Ensure adherence to the Missing Client/No Answer Protocol, including delivery attempts, reporting, and Case Management follow-up.
Review and respond to meal-delivery complaints, missed deliveries, and client service concerns; document findings and corrective action as appropriate.
Communicate with Case Management and partner agencies about client status and delivery concerns.
Oversee daily entry and reconciliation of Home Delivered Meal units using route sheets and required databases.
Review daily and monthly unit records, identify 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 program documentation, including route and client service records, contribution records, incident and complaint logs, test-meal documentation, surveys, and 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.
Coordinate with Transportation and Operations on vehicle maintenance, inspections, registrations, permits, fuel records, and repairs.
Ensure drivers complete pre-trip vehicle inspections and promptly report damage, safety concerns, or mechanical problems.
Coordinate with kitchen staff on meal counts, packing, temperature-control devices, and timely meal release.
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.
Lead others, facilitate change, manage performance, develop expertise, manage finances and budgets, and communicate and collaborate in line with the stated core competencies.