Social Services Operations Manager

State of Connecticut•Bridgeport, CT

2d•Onsite

About The Position

The State of Connecticut, Department of Social Services (DSS), is recruiting qualified individuals to join their team as a Social Services Operations Manager. This role involves partnering with other managers to assist with strategic planning, process improvement, and organizational change to support the Agency's mission, vision, and values. The position focuses on managing a broad-based service delivery system with an emphasis on customer experience, providing administrative coordination across multiple program benefits and services, and coordinating plans and activities within assigned areas to achieve agency goals. The role also includes formulating program goals and objectives, monitoring and evaluating staff, programs, and policies using program data, and coordinating and managing the workforce to meet agency goals and customer service delivery standards. The DSS mission is to provide person-centered programs and services, with partners, to enhance the well-being of individuals, families, and communities.

Requirements

Must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language
Nine (9) years of professional experience in the delivery and/or planning of social services programs and/or policies.
Two (2) years of the General Experience must have been in a supervisory or consultative capacity with programmatic and administrative responsibilities.
Considerable knowledge of social services programs and social services administration
Relevant state and federal laws, statutes and regulations
Knowledge of and ability to apply management principles and practices
Community organizations and social services agencies
Grants administration
Personnel policies and applicable collective bargaining agreements
Considerable interpersonal skills
Oral and written communication skills
Considerable ability to interpret complex written material (including legal narratives, laws and program regulations) and assess impact on programmatic goals

Nice To Haves

Experience developing and implementing social service programs, policies and operational procedures.
Experience participating in program design.
Experience evaluating services provided, identifying staff development needs and determining appropriate plans to improve performance and efficiency.
Experience implementing and tracking initiatives related to customer experience.
Experience utilizing all aspects of Microsoft 365 (Word, PowerPoint, Outlook, Excel, Teams, etc.).
Experience in analyzing data, compiling, and writing reports.
Experience in conflict resolution and personnel matters.

Responsibilities

Managing a broad-based service delivery system, with a focus on customer experience
Providing administrative coordination among multiple program benefits and services
Coordinating plans and manage activity within assigned area so as to accomplish agency mission and goals
Formulating program goals and objectives
Using program data, incumbent will monitor and evaluate staff, programs and policies
Coordinate and manage workforce to meet agency goals and customer service delivery
Directs staff and operations of a client service delivery system in either a designated regional operation or the central processing operation
Coordinates, plans and manages multiple program benefits and services within assigned area consisting of numerous departmental social services programs available to communities and individuals
Develops and implements social service programs and/or policies and operational procedures
Interprets and administers pertinent laws and regulations
Evaluates staff
Assists in the development and/or administration of a regional budget or statewide program budget
Maintains contact with individuals within and outside region who might impact on program activities
Participates in program design
Identifies staffing and staff development needs and determines appropriate development plans
Coordinates compilation, evaluation and analysis of program data
Monitors, analyzes and evaluates programs, policies and grantee performance to determine effectiveness and quality of service
Advises superiors of potential impact of proposed legislative policy changes and recommends an appropriate agency position
Participates on external and internal committees and task forces
Administers provisions of collective bargaining agreements and works to resolve labor issues
Handles sensitive or high profile client issues
Investigates client complaints brought forth by legislators and advocates and determines appropriate resolution
Provides support to facility management activities
In a designated regional operation ensures provision of social services through administration of grants and contracts
Leads the recruitment and hiring of staff, including outreach, interview and selection
May engage in public speaking activities
Performs related duties as required