Program Assistance Center (PAC) Director

Unitedforscmi; Hanover Township (MI); On-site; USD 73,000 - 90,000; Full time

Job summary

United Way of South Central Michigan seeks a Director to lead the Program Assistance Center, oversee energy assistance delivery, and guide a team across multiple offices. You will ensure compliant, trauma-informed service delivery, manage budgets, and drive improvements in collaboration with partners and vendors.

The role requires strong leadership, equity-driven management, and the ability to foster relationships across regions while maintaining confidential, high-quality service delivery.

Qualifications

• Commitment to equity, diversity and inclusion and applying anti-oppressive principles.
• Experience managing a large complex human services program in a call center or processing environment.

Responsibilities

• Oversee day-to-day PAC operations to ensure timely, accurate, accessible, and effective delivery of energy assistance and self-sufficiency services.
• Monitor program volume, staffing capacity, workflows, and service levels; adjust as needed.
• Lead and coach PAC team; set expectations and support performance development.
• Design training modules for PAC staff on processes and eligibility rules through a trauma-informed lens.
• Develop and implement strategic plan goals aligned with UWSCMI mission.
• Create and manage program budgets and ensure alignment with grants and priorities.
• Oversee grants and grant reporting with timely completion.
• Collaborate with vendors and systems (IT, database, communications) for PAC functions.
• Represent PAC in meetings with leadership, partners, and funders; build relationships.

Skills

Leadership

Equity & Inclusion

Project Management

Communication

Confidentiality

Education

Bachelor's degree in social work / non-profit administration / related field

Tools

Database software

Microsoft 365 (Excel/Word/PowerPoint/Outlook)

Job description

Title: Program Assistance Center (PAC) Director

Group/Team: Community Impact

Reports To: Senior Director, Community Impact -Programs

Status: Full-time

FLSA

Classification: Exempt

Minimum Salary: $81,520

Position Summary

The Program Assistance Center (PAC) is one of nine Michigan Energy Assistance Program grant recipients and provides households with direct energy assistance to pay heat and electric bills.

As the Program Assistance Center Director at United Way South Central Michigan, you'll play a crucial role in supporting individuals and families by overseeing the Program Assistance Center (PAC). Your people-centered approach to leading efficient and compliant state energy assistance is critical to those facing hardship. You'll oversee and collaborate with a dedicated team to ensure that the program runs smoothly and effectively.

This position is hybrid with a minimum of three days in the office a week in any of the UWSCMI offices (Kalamazoo, Battle Creek, Jackson, Lansing). Most of the PAC team co-locates in Jackson and occasional travel to the Jackson office will be required along with other occasional travel within the region as needed.

Note: There is multiple postings for this role to reach our full region, however there is only one job opening.

Key Responsibilities

Equity, Diversity and Inclusion

• Contribute to an equitable, diverse, and inclusive organizational culture that centers people in every solution, process, and function.
• Commitment to trauma-informed and people-centered care principles, with an understanding of the impact of trauma on individuals and communities.

Program Operations

• Oversee day-to-day PAC operations to ensure timely, accurate, accessible, and effective delivery of energy assistance and self-sufficiency services.
• Monitor program volume, staffing capacity, workflows, and service levels and make operational adjustments as needed.
• Regularly analyze program data, service trends, and outcomes to identify barriers, improve processes, and support data-informed decision-making.

People Management

• Manage and lead the PAC team to effectively support the PAC program, while offering coaching and support on program-related matters.
• Set clear expectations, provide regular feedback, and support the performance development of PAC team members.
• Foster strong relationships across UWSCMI, program staff, partner organizations, and stakeholders to maximize program impact and effectiveness.

Training and Process Implementation

• Ensure staff are prepared to assist diverse applicants effectively, consistently, and with a trauma-informed, people-centered approach.
• Design training modules for PAC staff, covering all processes and utility assistance eligibility rules through a trauma-informed lens.

Strategic Leadership

• Develop, implement, and measure strategic plan goals and objectives for the program in alignment with UWSCMI's mission and vision.
• Collaborate with senior leadership and key stakeholders to shape program strategy and drive continuous improvement in service delivery and impact.

Budget Creation and Management

• Develop and manage program budgets to ensure alignment with annual goals, grant requirements, and organizational priorities.

Grant Management and Reporting

• Ensure compliance with grant requirements, regulatory guidelines, and financial reporting standards, maintaining transparency and accountability in all financial matters.
• Forecast future funding needs and develop funding proposals and grant applications to ensure financial stability and sustainability for program activities.
• Oversee the timely and accurate completion of all grants and grant reports, adhering to specified deadlines and requirements.

Vendor & Systems Management

• Work with various vendors and contractors as necessary to maintain all necessary functions for PAC (IT, database, communications systems, etc.)

Collaboration and Reporting:

• Represent the PAC team in meetings, including the UWSCMI Big Leadership Team and external partner meetings to provide program updates and advocate for PAC clients.
• Build and maintain relationships with state agencies, energy assistance program administrators, and funders.

Other duties as assigned.

Job Requirements

• Demonstrate a commitment to equity, diversity, and inclusion and ability to apply anti-oppressive and anti-racist principles in the workplace.
• Previous experience managing a large complex human services program in a call center and/or processing environment. This may include multiple years of human services, public administration, or compliance work, or related experience and/or formal education such as a bachelor's degree in social work, non-profit administration, a state or federal agency, or a human services field.

• Demonstrate project management/continuous improvement skills, aligning outcomes to strategic priorities and goals, and building strong relationships within the field and/or community.
• Demonstrate experience supervising and cultivating equitable and people-centered environments in which staff can succeed.
• Ability to plan and manage multiple tasks.
• Excellent organizational and communication (both written and oral) skills.
• Ability to be flexible in a constantly changing work environment.
• Good problem solver, consensus builder, and decision maker.
• Proficiency in using database software and Microsoft 365 applications including Excel, Word, PowerPoint and Outlook.
• Ability to maintain confidentiality.

Work Environment & Physical Demands

• Ability to work in front of a computer for extended periods of time.
• Reliable transportation for travel within the six county/four facility footprint. Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license. (Note: mileage for work travel is reimbursed at the IRS mileage rate.)
• Moderate level of stress caused by tight deadlines.
• Occasional work outside of normal business hours.Successful completion of a criminal background check.
• Candidate must be able to work successfully in a remote environment with private office space and high-speed internet.

Salary

All the roles within UWSCM have pay ranges that are commensurate with the knowledge, skills, and abilities of the successful candidate. The minimum annual salary for this position is $81,520.

About UWSCMI

United Way of South Central Michigan (UWSCMI) gathers the power of three legacy organizations-Capital Area United Way, United Way of the Battle Creek and Kalamazoo Region, and United Way of Jackson County-to mobilize financial and volunteer resources, partners, and voices, creating equitable and lasting change for the most vulnerable people in our communities.

Our vision: Strong, caring communities where every person is valued, thriving, and connected for the common good.

Our path: Our work lifts our local communities by reducing racial and economic disparities; addressing the needs of ALICE (Asset-Limited, Income Constrained, Employed) households in financial stability, education, health, and basic needs; and creating opportunities for every person to reach their full potential.

Equity, Diversity and Inclusion

UWSCMI is committed to dismantling systemic inequities that continue to cause harm for Black, Indigenous, and other People of Color (BIPOC), Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, and Asexual (LGBTQIA+) people, women, and people with disabilities. To do so, we are dedicated to building capacity and accountability into our policies, practices, and partnerships.

Note

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Background Check Disclosure

We require background checks for certain roles. The checks are completed by ProScreening and results are only ever communicated to the Hiring Manager if they may impact someone's employment. We do not use prior arrests, only convictions. These convictions will only be considered as hiring criteria if they are directly connected to the roles & responsibilities of the job (for example, financial related convictions for a finance officer). We know that the criminal legal system is not equitable, and negatively impacts marginalized communities - specifically people of color - at rates much higher than other identities. This is why our background check process is only in place for explicit situations.

Total Rewards Package

United Way of South Central Michigan offers a competitive total rewards package including a competitive salary, medical coverage with an employer contribution of 85% towards single coverage and 70% towards dependent coverage, dental and vision with a 90% employer contribution towards single and dependent coverage, life insurance with an employer-paid benefit of 2 times annual salary, short-term disability and long-term disability effective the date of hire. In addition, United Way provides a 10% employer contribution into the 403(b) retirement plan each year with full vesting after 3 years of service and 20 days Paid Time Off, 13 days Paid Sick Time, 5 Paid Volunteer Days, 3 Floating Holidays and 11 Paid Holidays each year (Paid time off, sick time. Paid volunteer time and floating holidays are prorated the first year).