Operations Supervisor-Eligibility Unit

Equus•Racine, WI

About The Position

The Operations Supervisor oversees the project’s programmatic activities and operations for the W-2 Eligibility Unit. This role supervises Eligibility Specialists and Attendance Tracker (AT) / ECF scanner staff, develops and coordinates eligibility services, and ensures that staff deliver services aligned with W-2 contract outcomes and project goals. The supervisor monitors performance, supports staff training and development, and helps ensure compliance with contractual obligations, quality assurance requirements, and applicable laws, regulations, and policies. The position also coordinates with partners, maintains operational tracking reports, supports standard operating procedures, and adapts service delivery to meet changing priorities. The role requires strong leadership, customer service, planning, and communication skills, along with computer proficiency and the ability to learn specialized systems. Travel of up to 20% is required.

Requirements

Demonstrated customer service skills.
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 MS Word and Excel skills at minimum, and the ability to learn specialized databases and software systems.
Ability to travel up to 20%.

Nice To Haves

Bilingual language ability.

Responsibilities

Analyze processes and procedures to optimize performance.
Coordinate training activities so operations staff can implement project activities effectively.
Supervise Eligibility Specialists and Attendance Tracker (AT) / ECF scanner staff.
Define and set operational goals, and assign or delegate staff responsibilities to meet or exceed performance standards.
Review staff performance and recommend corrective actions as needed.
Demonstrate effective case management data entry and navigation in the CWW system.
Ensure new job seekers understand W-2 program rights, responsibilities, and service offerings.
Facilitate partner meetings to promote full and frequent communication.
Maintain and compile Eligibility Unit tracking reports assigned by the Operations Manager or Project Director.
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 adjust or adapt service delivery as needed.
Oversee the project’s programmatic activities and operations.
Review, recommend, report on, and implement programs to ensure the project meets contractual obligations and compliance requirements.
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 Eligibility Unit team members assign new clients upfront participation activities, complete CFD monitoring corrections on time, address CWW worker action items, and complete actions identified by ongoing internal QA reports.
Ensure W-2 Eligibility Unit team members deliver services aligned with W-2 contract outcomes and project goals.
Understand external and internal QA audit outcomes and actions needed to improve future audit outcomes.
Complete other duties as assigned by the W-2 Operations Manager or W-2 Project Director.