Program Assistance Center (PAC) Director

United Way of South Central Michigan•Battle Creek, MI

12d•Hybrid

About The Position

The Program Assistance Center (PAC) is one of nine Michigan Energy Assistance Program grant recipients and provides households with direct energy assistance to pay heat and electric bills. As the Program Assistance Center Director at United Way South Central Michigan, you'll play a crucial role in supporting individuals and families by overseeing the Program Assistance Center (PAC). Your people-centered approach to leading efficient and compliant state energy assistance is critical to those facing hardship. You'll oversee and collaborate with a dedicated team to ensure that the program runs smoothly and effectively. This position is hybrid with a minimum of three days in the office a week in any of the UWSCMI offices (Kalamazoo, Battle Creek, Jackson, Lansing). Most of the PAC team co-locates in Jackson and occasional travel to the Jackson office will be required along with other occasional travel within the region as needed. Note: There is multiple postings for this role to reach our full region, however there is only one job opening.

Requirements

Demonstrate a commitment to equity, diversity, and inclusion and ability to apply anti-oppressive and anti-racist principles in the workplace.
Previous experience managing a large complex human services program in a call center and/or processing environment.
This may include multiple years of human services, public administration, or compliance work, or related experience and/or formal education such as a bachelor's degree in social work, non-profit administration, a state or federal agency, or a human services field.
Demonstrate project management/continuous improvement skills, aligning outcomes to strategic priorities and goals, and building strong relationships within the field and/or community.
Demonstrate experience supervising and cultivating equitable and people-centered environments in which staff can succeed.
Ability to plan and manage multiple tasks.
Excellent organizational and communication (both written and oral) skills.
Ability to be flexible in a constantly changing work environment.
Good problem solver, consensus builder, and decision maker.
Proficiency in using database software and Microsoft 365 applications including Excel, Word, PowerPoint and Outlook.
Ability to maintain confidentiality.
Ability to work in front of a computer for extended periods of time.
Reliable transportation for travel within the six county/four facility footprint.
Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license.
Moderate level of stress caused by tight deadlines.
Occasional work outside of normal business hours.
Successful completion of a criminal background check.
Candidate must be able to work successfully in a remote environment with private office space and high-speed internet.

Nice To Haves

Commitment to trauma-informed and people-centered care principles, with an understanding of the impact of trauma on individuals and communities.

Responsibilities

Oversee day-to-day PAC operations to ensure timely, accurate, accessible, and effective delivery of energy assistance and self-sufficiency services.
Monitor program volume, staffing capacity, workflows, and service levels and make operational adjustments as needed.
Regularly analyze program data, service trends, and outcomes to identify barriers, improve processes, and support data-informed decision-making.
Manage and lead the PAC team to effectively support the PAC program, while offering coaching and support on program-related matters.
Set clear expectations, provide regular feedback, and support the performance development of PAC team members.
Foster strong relationships across UWSCMI, program staff, partner organizations, and stakeholders to maximize program impact and effectiveness.
Ensure staff are prepared to assist diverse applicants effectively, consistently, and with a trauma-informed, people-centered approach.
Design training modules for PAC staff, covering all processes and utility assistance eligibility rules through a trauma-informed lens.
Develop, implement, and measure strategic plan goals and objectives for the program in alignment with UWSCMI's mission and vision.
Collaborate with senior leadership and key stakeholders to shape program strategy and drive continuous improvement in service delivery and impact.
Develop and manage program budgets to ensure alignment with annual goals, grant requirements, and organizational priorities.
Ensure compliance with grant requirements, regulatory guidelines, and financial reporting standards, maintaining transparency and accountability in all financial matters.
Forecast future funding needs and develop funding proposals and grant applications to ensure financial stability and sustainability for program activities.
Oversee the timely and accurate completion of all grants and grant reports, adhering to specified deadlines and requirements.
Work with various vendors and contractors as necessary to maintain all necessary functions for PAC (IT, database, communications systems, etc.)
Represent the PAC team in meetings, including the UWSCMI Big Leadership Team and external partner meetings to provide program updates and advocate for PAC clients.
Build and maintain relationships with state agencies, energy assistance program administrators, and funders.
Other duties as assigned.

Benefits

medical coverage with an employer contribution of 85% towards single coverage and 70% towards dependent coverage
dental and vision with a 90% employer contribution towards single and dependent coverage
life insurance with an employer-paid benefit of 2 times annual salary
short-term disability and long-term disability effective the date of hire
10% employer contribution into the 403(b) retirement plan each year with full vesting after 3 years of service
20 days Paid Time Off
13 days Paid Sick Time
5 Paid Volunteer Days
3 Floating Holidays
11 Paid Holidays each year