Under supervision and direction of the Project Director, implement total quality management procedures and changes within the case management, enrollment, and customer services units
Implement and provide change management when changes to policy / procedure occur
Manages communication and coordination of case management, enrollment and customer service
Provide leadership to staff and collaborate with Department Heads to enhance services, quality and performance
Participate or lead outreach activities
Oversee timely and accurate reporting of operations metrics for Project Director
Primary point of contact for Income Maintenance (IM) to resolve any case related issues, to coordinate fair-hearing processes, and to enhance services for job seekers
Build business process expertise within the team and develop best practices
Coordinates service delivery for Refuge Cash Assistance program (if required)
Compiles information and data for completion of quarterly reports
Effectively collaborate with departments for program development and information dissemination
Provide leadership, support, and guidance to staff, partners and operations across all Company Regions