US Program Associate

GiveDirectly•Stockton, CA

4h•Remote

About The Position

The U.S. Program Associate will support implementation of large-scale cash initiatives in the U.S. As a critical member of GiveDirectly’s U.S. programs team, you will support operations, internal coordination, and team processes. As GiveDirectly's primary on-the-ground representative in San Joaquin County, you will serve as the face of the program in the community—building relationships with local partners, educating community members about the program, and ensuring participants can access the support they need. You will often be the project point person for community engagement and customer service. You will be expected to support Managers and Senior Managers across multiple projects, and as a result, you must be excited to work in a fast-paced environment and be comfortable managing multiple workstreams at one time. Through this, you will have the opportunity to learn and develop new skills on a fast-growing team. Associates should be able to: Support multiple projects and workstreams simultaneously (multi-task), especially by driving process (e.g. metric tracking, survey design) Over time, own whole components of projects, including but not limited to customer service and/or delivering payments Proactively identify areas for efficiency in projects and team management (e.g. streamlining customer service management) Support community engagement and coordination, including acting as a liaison for partner organizations and community members as appropriate This position will primarily support a guaranteed income program for low-income seniors (ages 60+) in San Joaquin County. You'll be working with a population experiencing housing insecurity and economic vulnerability, requiring particular sensitivity to the unique challenges faced by older adults. This role is expected to work closely with our program partners, including the California Department of Social Services, the Housing Institute at Penn, the Housing Authority of the County of San Joaquin, and other local partners.

Requirements

Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity.
2+ years of work or volunteer experience in a role that required project management and people management/coordination
Exceptional communication, organizational, and time-management skills
Strong customer service instincts, including skilled problem solving, patience, and high emotional intelligence
Comfort with quantitative analysis and data-driven decision-making, including ability to interpret program metrics, identify trends, and translate data insights into actionable recommendations
Ability to manage day-to-day operations and propose & implement process improvements
Ability to quickly learn and become proficient in new technological platforms
Demonstrated ability to work in a highly independent and self-directed manner, while effectively communicating upwardly about gaps and risks
Enthusiasm for fast-paced environments, which may lack a pre-defined playbook for success and involve significant “learning by doing”

Nice To Haves

Fluency in English is required. Proficiency in Spanish and/or other common languages in San Joaquin County is a plus.
Experience working with older adults or other vulnerable populations, particularly in roles requiring patience, clear communication, and understanding of age-related needs and perspectives
Understanding of age-related barriers to technology, including comfort coaching seniors through digital platforms, mobile applications, etc.
Experience supporting individuals experiencing housing instability or homelessness, with an understanding of the unique vulnerabilities and needs this creates
Knowledge of California's senior benefit landscape (SSI/SSP, IHSS, CalFresh, Medicare/Medi-Cal)
We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.

Responsibilities

Lead customer service, including directly supporting recipients via an email-based help desk and through phone support, as well as in-person assistance, as needed
Draft and follow protocols to resolve recipient cases through communication, data entry, and/or escalation of more serious matters to the appropriate individuals
Lead monitoring and analysis of customer service inquiries and interactions.
Coach applicants through the intake process with a focus on applicants who are experiencing significant barriers
Case manage applicant/recipient concerns, adhering to GiveDirectly’s safeguarding and protection policies
Meet periodically with recipients in person to build trust and to identify problems or areas for program or process improvements
Serve as a trusted resource for recipients, responding to their communications in a timely and professional manner
Respond to and resolve one-off recipient issues through communication, data entry, and/or escalation of more serious matters to the appropriate individuals
Manage set-up and maintenance of technical platforms and systems for customer service
Cultivate and maintain relationships with implementing partners, key community members, and local service organizationsServe as the local program representative and community liaison for the program, supporting local partners and educating community members of program policies
Build knowledge of the community we are working in, and support with identifying existing local resources or services relevant for recipients
Develop age-appropriate, accessible program materials and communication strategies that account for varying literacy levels and technology comfort
Organize and attend events, conferences, and similar programs to sensitize communities on program benefits and requirements
Participate in program evaluation and scoping strategies to improve program operations and enhance recipient satisfaction
Support a range of operational and project management duties to ensure GiveDirectly’s U.S. projects are executed with excellence and in line with our values, particularly “recipients first”
Lead select operational processes, including customer service and recipient follow-up surveys
Support other field ops processes, including verification and payments, and execution across various program stages
Support whole-team knowledge management and process documentation, refreshing protocol and process docs regularly
Work closely with other members of the U.S. team to identify process challenges and propose solutions (e.g. increasing operational efficiency, improving recipient experience)
Become an expert in the various tech systems used to support project execution and excellence
Track and report operational and efficiency metrics
May be responsible for hiring and managing other individuals, such as verification and enrollment support staff
Coordinate with internal and external stakeholders, including with tech partners, research partners, and customer service teams