Social Services Operations Manager

State of Connecticut - Department of Social Services; Bridgeport (CT); On-site; USD 85,000 - 110,000; Full time

Job summary

State of Connecticut Department of Social Services in Bridgeport, CT seeks an experienced Social Services Operations Manager to lead a broad client service delivery system and drive strategic planning and organizational change to support the agency mission.

The role focuses on coordinating programs, supervising staff, and using data to monitor performance and improve customer experience, with a Mon-Fri 8:30 am to 5:00 pm schedule.

Qualifications

• Nine (9) years of professional experience in delivery/planning of social services programs.
• Two (2) years in a supervisory or consultative capacity with programmatic responsibilities.
• Experience with multiple social services programs and regulatory requirements.
• Ability to develop and administer program goals, policies and procedures.

Responsibilities

• Directs staff and operations of a client service delivery system in regional or central operations.
• Coordinates, plans and manages multiple program benefits and services within a region.
• Formulates program goals and objectives and monitors performance data.
• Develops and implements social service programs and operational procedures.
• Interprets laws/regulations and administers bargaining agreements as needed.
• Leads recruitment, hiring and staff development; may engage in public speaking.

Skills

Social services administration

Staff supervision

Program planning

Policy analysis

Data analysis

Customer experience focus

Education

Bachelor's degree in public administration or related field

Master's degree in related field

Tools

Microsoft 365

Job description

Introduction

Do you have experience in the delivery and/or planning of social services programs and/or policies? Are you looking for a chance to take a leadership role with the State of Connecticut? If this sounds like you, we invite you to read more.

Position Highlights

• Full-time, 40 hours per week
• First (1st) shift
• Monday - Friday
• 8:30 am - 5:00 pm

Role

Your role as a Social Services Operations Manager: This role will partner with other Social Services Operations Managers to help with strategic planning, process improvement and organizational change in aligning plans to support the Agency mission, vision, and values. Other duties include, but are not exclusive to:

• Managing a broad-based service delivery system, with a focus on customer experience
• Providing administrative coordination among multiple program benefits and services
• Coordinating plans and manage activity within assigned area so as to accomplish agency mission and goals
• Formulating program goals and objectives
• Using program data, incumbent will monitor and evaluate staff, programs and policies
• Coordinate and manage workforce to meet agency goals and customer service delivery

About Us

The State of Connecticut, Department of Social Services (DSS), has a mission that we, along with our partners, provide person-centered programs and services to enhance the well-being of individuals, families and communities.

Selection Plan

In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application.

Purpose of Job Class (Nature of Work)

In the Department of Social Services this class is accountable for directing a broad based client service delivery system within a designated regional operation or the central processing operation.

Examples of Duties

• Directs staff and operations of a client service delivery system in either a designated regional operation or the central processing operation
• Coordinates, plans and manages multiple program benefits and services within assigned area consisting of numerous departmental social services programs available to communities and individuals
• Formulates program goals and objectives
• Develops and implements social service programs and/or policies and operational procedures
• Interprets and administers pertinent laws and regulations
• Evaluates staff
• Assists in the development and/or administration of a regional budget or statewide program budget
• Maintains contact with individuals within and outside region who might impact on program activities
• Participates in program design
• Identifies staffing and staff development needs and determines appropriate development plans
• Coordinates compilation, evaluation and analysis of program data
• Monitors, analyzes and evaluates programs, policies and grantee performance to determine effectiveness and quality of service
• Advises superiors of potential impact of proposed legislative policy changes and recommends an appropriate agency position
• Participates on external and internal committees and task forces
• Administers provisions of collective bargaining agreements and works to resolve labor issues
• Handles sensitive or high profile client issues
• Investigates client complaints brought forth by legislators and advocates and determines appropriate resolution
• Provides support to facility management activities
• In a designated regional operation ensures provision of social services through administration of grants and contracts
• Leads the recruitment and hiring of staff, including outreach, interview and selection
• May engage in public speaking activities
• Perform related duties as required

Knowledge, Skill and Ability

• Considerable knowledge of social services programs and social services administration; relevant state and federal laws, statutes and regulations
• Knowledge of community organizations and social services agencies; grants administration; personnel policies and applicable collective bargaining agreements
• Considerable interpersonal skills; oral and written communication skills
• Considerable ability to interpret complex written material (including legal narratives, laws and program regulations) and assess impact on programmatic goals

Minimum Qualifications - General Experience

Nine (9) years of professional experience in the delivery and/or planning of social services programs and/or policies.

• temporary financial assistance programs
• healthcare assistance programs e.g., Medicaid, Medicare, Husky
• housing and energy assistance programs
• nutritional assistance programs e.g., SNAP
• child or adult care assistance programs
• social security income (SSI)
• child support

Minimum Qualifications - Special Experience

Two (2) years of the General Experience must have been in a supervisory or consultative capacity with programmatic and administrative responsibilities.

• Eligibility Services Supervisor
• Social Services Investigations Supervisor
• Social Work Supervisor
• Quality Control Supervisor
• Social Services Program Assistance Specialist
• Public Assistance Consultant
• Lead Planning Analyst
• Fair Hearings Officer

Minimum Qualifications - Substitutions Allowed

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor’s degree.
• A Master’s degree in a related field may be substituted for one (1) additional year of the General Experience.

Preferred Qualifications

• Experience developing and implementing social service programs, policies and operational procedures.
• Experience participating in program design.
• Experience evaluating services provided, identifying staff development needs and determining appropriate plans to improve performance and efficiency.
• Experience implementing and tracking initiatives related to customer experience.
• Experience utilizing all aspects of Microsoft 365 (Word, PowerPoint, Outlook, Excel, Teams, etc.).
• Experience in analyzing data, compiling, and writing reports.
• Experience in conflict resolution and personnel matters.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

Acknowledgement

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.