Community Engagement Director - Dynamic Workforce Solutions

Job Title: Community Engagement Director

Reports to: Project Director

Position Classification: Non-Exempt

Office Location: Location: 300 Penn Center Blvd., Suite 800, Pittsburgh, PA 15235

Hourly: $16.00-$18.00

Overview: The Community Engagement Team (CET) Director plays one of the most critical roles in the execution of the DWFS Infinity Service Delivery model which impacts job seekers and businesses throughout the Pittsburgh communities. Strengths for applicants should demonstrate effective communication (written and verbal); tactical management supervision, creation and execution of work plans that drive to the implementation of a new service delivery model. This model must work in tandem with a highly valued operational agency who will become the peer-agency in the service delivery model workflow and represent business demands throughout the region. DWFS will essentially provide a world class pipeline of prepared and employment-ready individuals (supply) who will be placed in a Business-driven system by the partner agency (demand).

Primary Objectives of Position: Oversee a group of teams that drive individuals to obtain services through Workforce Solutions Deep East Texas (WSDET) broad range of services and be accountable to identifying and enrolling targeted number of customers to receive services from all funding streams, initiatives, and programs. Tasks will include items such as: Coordination with WSDET Board Staff, Workforce Centers Oversight, Outreach efforts, Community Collaborations, Referral partners, Event hosting, WIT and initial assessment services, Universal population services, Adopting Agencies for partnering, and Pop-up services.

Customer contacts will be coordinated with the team. The Community Engagement Director plays the most critical role between operations and implementation, as a team leader who can utilize critical thinking skills, experience, strategy and coaching skills, and partner with peer role provided by partner agency to achieve measurable contract goals. Will develop comprehensive, tactical strategies and goals to implement a strong service delivery model that improves efficiency and effectiveness while representing the Workforce Solutions Deep East Texas brand. Will implement and oversee initiatives and programs as assigned including RESEA.

Essential Job Functions:

• Coach, lead and develop the Workforce Center teams to ensure operations are meeting the requirements of the funding source, and ensure performance and service delivery are consistent, drive meeting/exceeding performance expectations and comply with established policy.
• Responsible for managing all aspects of one-stop daily operations (regionally) to reach or surpass all identified goals and objectives.
• Plan and facilitate weekly operations meetings in partnership with peer contract entities and meet regularly with Project Director, and other leaders to review progress in exceeding operations objectives, system objectives, performance, and contract requirements.
• Work with the Project Director to ensure that the DWFS culture is established and maintained in the project.
• Seek out best practices to replicate when and where appropriate.
• Assist leadership team in addressing the administrative needs and provide supervision of the day-to-day operations of the CET.
• Represent the Workforce Centers in local, State and National forums as requested by the Board.
• Conduct regular meetings with staff to review performance and contract requirements.
• Monitor team operations to ensure compliance with applicable Federal, State and Local regulations that apply to workforce development business operations.
• Establish and maintain positive working relationships with the Board, employers, community partners, supportive service organizations, and all workforce partners to optimize customer satisfaction and community relations.
• Provide regular effective communication related to project deliverables to members of the Board, DWFS management, community partners and the public.
• Oversee a team of Specialist who is responsible for outreach efforts and programmatic eligibility for the Region.
• Oversee a team of Customer Support Specialists
• Responsible for oversight of Wagner-Peyser program including RESEA, and Universal Services.
• Assist Project Director and Deputy Director with hiring and promoting employees based on sound decision making ability, evaluate and recommend personnel actions fairly and quickly, deliver timely coaching focused on improving performance.
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

Other Job Duties: Other duties and special projects as needed to meet overall company objectives. This job description is not intended to be all-inclusive. Therefore, the employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that the job description does not constitute a written or implied contract of employment. It is also understood that the company reserves the right to change work schedules as required, including overtime.

Qualifications:

Education: A Bachelor's Degree in Business Administration, Psychology, Social Services, or a related field required.

Experience: Minimum of five years of experience working in a service industry, with a minimum of three years in a supervisory and operations management capacity. Strong business knowledge of customer service best practices and performance management. 

Skills/Abilities: Requires project management, organizational, personnel, problem-solving and data analysis skills, along with an ability to interact with employees at all levels. Excellent interpersonal skills. High level of written and oral communications skills. Strong technical skills required, to include proficiency in Microsoft Office Suite. A commitment to accountability in a continually improving quality environment is a must!  

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage. 

Equal Opportunity Employer

Dynamic Workforce Solutions is an equal opportunity employer/program and auxiliary aids and services are available upon request to individuals with disabilities.