Resource Access Center Manager SPM I

King County; Barcelona; Híbrido; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading organization dedicated to community service is looking for a Resource Access Center Manager. This role involves developing customer service strategies and managing a team focused on supporting vulnerable populations. Ideal candidates will have extensive supervisory experience, a passion for social justice, and strong leadership skills.

Formación

• Minimum 4 years of supervisory experience in human or social services.
• At least 1 year experience in a call or service center environment.
• Bilingual in English and Spanish preferred.

Responsabilidades

• Develop and implement customer service and resource navigation strategies.
• Supervise and evaluate Resource Access Agents and Navigators.
• Investigate and resolve customer conflicts and complaints.

Conocimientos

Organizational

Communication

Data Analysis

Leadership

Educación

Bachelor's Degree in Social Work, Public Administration, Business, or related field

Herramientas

Microsoft Office Suite

Descripción del empleo

The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply including Black Indigenous and People of Color, immigrants, refugees, women, LGBTQ people, people with disabilities, veterans, and those with lived experiences.

About King County's Department of Community and Human Services (DCHS)

DCHS provides equitable opportunities for people to be healthy, happy, and connected to the community. The Adult Services Division (ASD) develops support and provides human services programs focused on housing stability, financial stability, healthy living, and social engagement for veterans, servicemembers, older adults, caregivers, and other vulnerable populations. The division also aims to strengthen connections and improve access within the human services system.

Position Overview

The Resource Access Center Manager Special Projects Manager I is a key leader within the ASD Resource Access Team, responsible for developing and maintaining a unified system approach to resources. This role involves developing and implementing customer service and resource navigation strategies, supervising staff, handling escalated customer situations, and fostering a culture of continuous improvement and customer satisfaction. The manager reports directly to the Resource Access Administrator.

Who May Apply

This position is open to all qualified candidates who meet the minimum qualifications. Interviews are scheduled around 4 / 28 / 2025.

Application Process

Interested candidates must submit a NeoGov Job Application and Supplemental Questions thoroughly and completely, as these are used for screening. Resumes or cover letters alone are not accepted. Incomplete applications may be rejected. For assistance or accommodations, contact the recruiter listed in the announcement.

Work Schedule and Conditions

This exempt position typically works Monday through Friday, 8 am to 5 pm, and is not eligible for overtime. It involves a combination of teleworking, onsite work, and meetings. Employees must reside in Washington State and be within reasonable distance of a King County worksite.

Job Duties

• Develop and implement customer service and resource navigation strategies.
• Supervise and evaluate Resource Access Agents and Navigators.
• Monitor staff interactions to ensure quality and coaching opportunities.
• Investigate and resolve customer conflicts and complaints, including complex and escalated issues.
• Respond to sensitive issues with appropriate communication.
• Review requests for financial assistance exceptions.
• Collaborate with the Performance Measurement & Evaluations team to assess service efficacy.
• Create and manage staff schedules and perform all duties of a Resource Access Agent as needed.
• Develop and conduct staff training.
• Provide day-to-day guidance and technical assistance to staff.
• Present information to leadership and key stakeholders.
• Prepare reports and conduct continuous process improvements.
• Promote knowledge sharing across the organization.
• Perform other duties as assigned.

Qualifications

• Deep understanding of equity and social justice principles and their impact on marginalized communities.
• Minimum 4 years of supervisory experience in human or social services.
• Bachelor's Degree in Social Work, Public Administration, Business, or related field, or equivalent experience.
• At least 1 year experience in a call or service center environment.
• Strong organizational, communication, and data analysis skills.
• Proven leadership and ability to work under stress while managing multiple priorities.
• Knowledge of program compliance and government regulations.
• Proficiency in Microsoft Office Suite.
• Valid Washington Driver’s License or ability to travel within King County.
• Ability to pass a background check.

Preferred Qualifications

• Bilingual in English and Spanish.

Additional Information

King County is recognized as one of Washington State's best employers, committed to diversity, inclusion, and workforce equity. We encourage applicants from all backgrounds, including Native American and People of Color, immigrants, refugees, women, LGBTQ individuals, people with disabilities, and veterans.

King County is an Equal Employment Opportunity Employer, ensuring all employment actions are free from discrimination based on race, color, religion, national origin, sex, age, disability, veteran status, or other protected classes.

How to Apply

Follow the application instructions carefully. For assistance or accommodations, contact the recruiter listed in the announcement.

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