DEPARTMENT: Community Services 

POSITION TITLE: Community Resources & Advocacy Program Manager 

LOCATION: Greenfield – Satellite work in Orange and Northampton 

STATUS: Exempt

SUPERVISOR: Director of Community Services 

POSITION SUMMARY

The program manager oversees and coordinates the Community Resources & Advocacy program (CR&A). The purpose of the CR&A program is to provide supportive services and referrals for community members throughout the Community Action Pioneer Valley (CAPV) service area. CR&A receives approximately 3,500+ calls per year and annually works with hundreds of households. CR&A staff answer the CR&A information and referral phone line daily and make internal and external referrals, as well as screen callers for eligibility for programs offered by CR&A. CR&A staff help participants apply for public benefit programs, such as SNAP, and financial assistance for housing stability, utility shut-off prevention and heating assistance. The program manager is responsible for guiding all aspects of CR&A, including supporting a team of staff, managing reporting requirements, reviewing participant applications, staying up to date on local resources and public benefits programs, and keeping abreast of new and emerging service models. 

ESSENTIAL RESPONSIBILITIES

1. Manage and coordinate day-to-day program operations, including supervise staff and provide support, training and guidance; develop program policies and procedures in guidance with various funding sources; review applications for financial assistance; track funding sources spending and processing vouchers; oversee appointments and Information & Referral line procedures.   
2. Select, train/orient, and supervise a team of staff across multiple office locations, including hybrid remote work. 
3. Inspire and motivate others to achieve increasing levels of performance excellence. 
4. Take an active leadership role in valuing and promoting different perspectives and opinions and approaches. 
5. Supervise the program and personnel in compliance with agency policies and procedures.? 
6. Evaluate job performance and recommend compensation, promotions, and disciplinary actions.? 
7. Stay current regarding changes in public benefits programs, new approaches and models to providing services and support to low-income households and providing training to CR&A staff as needed. 
8. Ensure that all client files and financial assistance applications meet grant eligibility and reporting requirements. Process financial transactions in agency’s payments platform.  
9. Ensure required data, monthly data reports, and other reports are prepared in a timely manner and meet funding requirements. Attend funder meetings and trainings. Manage access to database systems following grant and security guidelines.  
10. Develop outreach materials and internal referral systems to help promote Community Resources & Advocacy services.  
11. Develop and manage new programs and funding sources as new opportunities arise. 
12. Remote work available complying with the agency’s policy.  
13. Required to travel regularly throughout the service area, to CR&A office locations listed above, and occasionally out of the service area. 
14. Attend regularly scheduled supervision meetings, department-wide and leadership team meetings, mandatory agency trainings, and participate in professional development activities. 
15. Maintain strictest confidentiality. 
16. Perform related work as require 

This does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.  

ESSENTIAL QUALIFICATIONS

We invite individuals with lived experience who are part of communities that have been historically denied a full opportunity in aspects of economic, social, and civic life to apply. These communities include, but are not limited to, BIPOC, LGBTQIA2S, persons with disabilities, and persons adversely impacted by multigenerational poverty or other inequality.

The ideal candidate will demonstrate the following competencies:

• Supervision and leading diverse teams 
• Interpersonal communication – verbal and written 
• Conflict resolution, problem-solving, establishing priorities, navigating change 
• Program management 
• Promote equity by deconstructing barriers to a racially just system. Cultivate work environments that value truth-telling, courage, vulnerability, space to think and reflect, community-mindedness, hope, and openness to difficult conversations. 

Key Knowledge and Experience:

• Knowledge of social services, advocacy, and navigating resources 
• Knowledge of Franklin and Hampshire counties and North Quabbin regional organizations and resources 
• Experience working with marginalized communities and individuals with low incomes 
• Experience thinking creatively and strategically, setting program goals and steps to achieve them 
• Experience with data management, data capture, tracking methods and analysis for outcome measurements 
• Adapt to changing priorities and demonstrate close attention to details
• Proficient computer skills (Microsoft Suite and databases)

To Qualify

Minimum Qualifications/Transferable Skills: 

• 4 years' experience in social services  
• 1-year supervisory experience

We encourage individuals who believe they have the skills necessary to thrive to apply for this role. We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying. Please be clear and specific in application materials how your background, lived experience, and transferable skills are relevant to this position.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Requires sitting for long periods of time. 
• Working in office environment. 
• Some bending and stretching required. 
• Extensive use of telephone required. 
• Manual dexterity required for use of calculator and computer keyboard. 
• Must be able to lift from 20 – 30 lbs. 
• Specific vision abilities required by this job include vision, color vision and the ability to adjust focus. 

The work environment includes indoor office environments or comparable spaces, and community spaces, with occasional exposure to outdoor weather when traveling to outreach or meeting sites. The noise level varies by site. 

AA/EOE/ADA 

Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) prior to hire and every three years.  Evidence of a good driving record and ability to be covered under Community Action’s non-owned and hired vehicle policy. Ability to travel throughout the service region and occasionally outside the region.