Life Skills-Empower 48 Program Manager

Title: Program Manager Empower 48

Department: Life Skills Academy

Reports To: Life Skills Academy Program Director

Status: Full-Time, Exempt (Some nights and weekends required)

Location: Raleigh, NC

​StepUp Ministry is not a religious organization. We welcome employee and participants of all backgrounds and belief systems. StepUp Ministry provides pathways for people to overcome barriers and transform their lives." We value Transformation, Participant-Guided Services, Careful Stewardship of Resources, Equality, Diversity and inclusion with Accountability, and Joyful Celebrations.

Position Purpose/Summary: Program Managers work with StepUp staff to enhance and sustain adult programming. They teach and train program participants, provide one-on-one and group support, support community stakeholders, and work as team members to deliver performance results aligned with StepUp Ministry’s strategic plan

Essential Functions:

Case Management

· Develop and maintain strong working relationships with participants.

· Expand the shared agency referral list.

· Maintains a caseload of at least 15-25 individuals who need support to thrive.

· Develop individualized goals, educate participants on goal topics, and refer participants to community resources.

· Connects individuals to additional community resources, including but not limited to financial support, school personnel, immigration services, food pantries, mental health services, physical health services, etc.

· Creates transition plans for the case management once they complete the program.

· Develops and maintains positive relationships with community providers, volunteers, clients, program participants, and colleagues at all organizational levels.

· Stays informed and well-trained on various topics related to their field of work.

· Assist participants with making progress with developing skills in our Program Core Competencies, along with growth and development on their Individual Development Plan (IDP)

· Use Motivational Interviewing (MI) to assist participants in achieving transformation through goal attainment.

· Work closely with the Youth and Young Adult Program Managers to ensure individuals with families are being engaged with our multi-generational approach.

Program Coordination and Volunteer Management

· Participate in the planning, coordinating, and delivery of weekly Program nights.

· Ensure strong engagement and commitment from community volunteer co-partners, instructors, and general volunteers.

· Facilitate the training and implementation of best practices for mentor-mentee relationships.

· Communicate proactively and responsively to staff, participants, instructors, employers, volunteers, and partners to promote high engagement and effectiveness.

· Actively maintain strong engagement and commitment from community volunteer co-partners, instructors, and general volunteers.

· Assist with responsively adapting curriculum, forms, assessment tools, and enrollment processes as needed.

· Plan and execute immersive activities.

· Foster a positive, collaborative work environment.

· Assist in marketing and outreach efforts.

· Maintain consistent communication with external vendors and organizers

· Responsible for quarterly tasks that ensure successful programmatic cohorts

Community Outreach

· Represent StepUp or delegate representation of StepUp at external committees and meetings.

· Serve as the primary contact and expert for at least two community referral relationships.

· Support StepUp’s recruitment efforts by speaking at or attending community events to discuss the StepUp programs as needed.

· Participate in identifying new community resources.

· Regularly connects with community partners to communicate the network of services available to families.

· Participates in community meetings to stay connected to relevant offerings.

Administrative

• Maintains proper records; prepares required reports as directed; any assessments, intakes or exit interviews, data input, record keeping, or reporting required by funders and relevant state or other regulatory authorities.

· Oversee and monitor timely and accurate input into the online CRM tool, Salesforce.

· Assist with the creation of a detailed yearly calendar for all program activities.

· Assist in creating accurate and descriptive reports for the board or program committee, including consent agenda components.

• Participate in ongoing staff meetings, training, and strategic planning processes.

Other Duties

· The ability to appropriately handle stress and interact with others is an essential function (EF) of this position.

· Regular, timely, and punctual attendance is an essential function (EF) of this position, including the ability to work Tuesday and Thursday evenings as assigned.

· All other duties as assigned.

Education/Training/Licenses/Certifications:

· Associate’s degree with 2 years of relevant direct service experience; Bachelor’s degree with 1 year of relevant direct service experience; or an equivalent, relevant combination of education and experience.

· Valid NC Driver’s License

Knowledge/Skills/Abilities:

Knowledge

· Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services; this includes stakeholder needs assessment, meeting quality standards for services, and evaluation of stakeholder satisfaction.

· Education and Training — Knowledge of principles and methods for curriculum design, instruction for individuals and groups, measuring training effects, and case management.

· English Language — Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

· Psychology — Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Skills

· Active Learning — Understanding new information's implications for current and future problem-solving and decision-making.

· Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

· Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

· Service Orientation — Actively looking for ways to help people.

· Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

· Abilities

· Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

· Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

· Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

· Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

· Written Comprehension — The ability to read and understand information and ideas presented in writing.

Physical & Mental Demands:

Physical Demands

· This position requires

· Lifting and carrying up to 10 pounds at a time.

· Good use of the hands and fingers for repetitive hand-finger actions

· Continuous talking and hearing (6+ hours per day)

· Frequent sitting (3 to 6 hours per day)

· Occasional standing, walking, driving, climbing, balancing, crouching, lifting, carrying, pulling, pushing, and reaching

Mental Demands

· Adaptability/Flexibility — The job requires being open to change (positive or negative) and considerable variety in the workplace.

· Dependability — The job requires being reliable, responsible, dependable, and fulfilling obligations.

· Initiative — The job requires a willingness to take on responsibilities and challenges.

· Integrity — The job requires being honest and ethical.

· Leadership — The job requires a willingness to lead, take charge, and offer opinions and direction.

Work Equipment, Tools, & Safety Equipment:

· Laptop computers

· Printers/scanners/copiers/fax machines

· Telephones

· CRM: Salesforce

· Microsoft Outlook

· Microsoft Office Suite (Word, Excel, PowerPoint, One Drive, SharePoint, etc.)

· Internet browser software

Soft Skills:

· Creativity/Innovation - Identifying or participating in identifying changes & new approaches to items such as procedures, methods, models, products, services, theories, concepts, technologies, etc., that benefit employee, customers, and/or the organization.

· Customer Service - Involved with customers in areas such as meeting customer needs, wants & expectations.

· Empathy - The ability to sense the feelings, needs, perspectives, and concerns of another party (employees & customers) and thereby build a relationship.

· Employee Development/Coaching - Supporting the professional & interpersonal growth of others.

· Flexibility/Adaptability - The ability to successfully adapt (personally & professionally) to changes in the internal and external environment.

· Interpersonal Skills - The ability to build a relationship with another person or group through practical communication skills (listening, speaking & behaving).

· Personal Effectiveness - The ability to show initiative & confidence in actions on the job and take responsibility for individual actions.

· Planning/Organizing - The ability to plan a project or goal and effectively organize the resources to accomplish the desired outcome.

· Presenting - Communicating to a group or individual for purposes of educating and/or influencing a decision.

· Problem Solving - Proactively defining & resolving problems before they become an issue and identifying & resolving identified problems for optimum results.

· Teamwork - Working effectively and productively on formal functional (departmental) and/or formal cross-functional teams as a team member.

· Written Communication - uses clear & concise written communication in the execution of this position to effectively transmit data, instructions, processes, procedures, etc.