Operations Supervisor-Eligibility Unit

Equus•Racine, WI

About The Position

The Operations Supervisor oversees programmatic activities and operations for the W-2 Eligibility Unit. The role supervises Eligibility Specialists and Attendance Tracker (AT)/ECF scanner staff, sets operational goals, coordinates staff training, and assigns responsibilities to meet performance standards and project goals. The supervisor monitors staff performance and recommends corrective actions when needed. The position ensures that Eligibility Unit services support W-2 contract outcomes and contractual obligations. This includes ensuring new job seekers understand program rights, responsibilities, and service offerings; overseeing required client participation activities and case-management actions; addressing corrections and action items identified through internal quality assurance; and using audit findings to improve future results. The supervisor also maintains tracking reports, develops and maintains standard operating procedures, coordinates communication with partners, and ensures services comply with applicable laws, regulations, policies, and project requirements. The role requires understanding the technical aspects of operational units, strong customer service and leadership skills, and experience organizing and developing program operations at a supervisory level. Travel of up to 20% is required. The position is with Equus Workforce Solutions, which describes its work as delivering workforce development services and offers learning and networking opportunities.

Requirements

Able to travel up to 20%.
Demonstrated customer service skills and excellent leadership, interpersonal, and human resource management skills.
Experience organizing, planning, and developing program operations at a supervisory level.
Related bachelor’s degree from an accredited college or university, or equivalent experience.
Knowledge of community resources and other state or federal programs.
Computer literacy, including at least MS Word and Excel skills, and ability to learn specialized databases and software systems.

Nice To Haves

Bilingual language ability.

Responsibilities

Analyze processes and procedures to optimize performance.
Coordinate training activities so operations staff can effectively implement project activities.
Supervise Eligibility Specialists and Attendance Tracker (AT)/ECF scanner staff.
Define and set operational goals.
Assign or delegate staff responsibilities to meet or exceed performance standards; review performance and recommend corrective actions as needed.
Use case-management data entry and navigate the CWW system.
Ensure new job seekers understand W-2 program rights, responsibilities, and service offerings.
Facilitate meetings with partners to promote frequent, full communication.
Maintain and compile assigned Eligibility Unit tracking reports.
Maintain knowledge of applicable federal, state, and local laws, regulations, and policies related to welfare and workforce programs.
Maximize performance and productivity.
Participate in developing and maintaining standard operating procedures.
Prioritize assignments and adapt service delivery as needed.
Oversee the project’s programmatic activities and operations.
Review, recommend, report on, and implement programs to ensure contractual obligations and compliance requirements are met.
Understand the technical aspects of the operational units.
Develop, coordinate, and implement W-2 Eligibility Unit services.
Train, mentor, and audit team-member performance.
Ensure team members assign new clients upfront participation activities, complete CFD monitoring corrections timely, address CWW worker action items, and complete actions identified by ongoing internal QA reports.
Ensure W-2 Eligibility Unit services align with and support contract outcomes and project goals.
Understand external and internal QA audit outcomes and take actions to improve future audit outcomes.
Perform other duties as assigned, including duties assigned by the W-2 Operations Manager or W-2 Project Director.