One Stop Director - Dynamic Workforce Solutions

Job Title: One Stop Operator State Director Reports to: OSO Specialist

Position Classification: Salaried, Exempt Office Location: TBD

Wage Range: $60,000-$70,000 annually

Overview: The One Stop Operator State Director plays one of the most critical roles in ensuring that all OSO Local staff within the state are working withing the DWFS service delivery model for One Stop Operations. 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 improved service delivery model. This model must work in tandem with the One Stop Operator in the service delivery model workflow and represent business demands throughout the region.

Primary Objectives of Position: Tasks will include items such as: Coordination with One Stop Operator and Board Staff, Workforce Center Oversight, Outreach efforts, Community Collaborations, Referral process, Event hosting, initial assessment services, Universal population services, Adopting Agencies for partnering, and Pop-up services. The One Stop Stae Director will develop comprehensive, tactical strategies and goals to implement a strong service delivery model that improves efficiency and effectiveness while representing the local brand.

Essential Job Functions:

· Coach, lead and develop the Local OSO's and Workforce Center teams to ensure operations are meeting the requirements of the funding source.

· Represent the Workforce Centers in local, State and National forums as requested by the Board.

· Communicate effectively with Board, DWFS management, operations staff, community partners and the public.

· Meet regularly with one-stop center managers and staff to review partner performance.

· Implement and reinforce customer flow and service standards across partner organizations.

· Ensure effective and efficient triaging of customers, leading and managing referral process and outcomes between programs.

· Oversee inbound and outbound phone system for the American Job Center (AJC) and ensure proper routing for customer satisfaction.

· Support the integration of Language Line Services to offer professional interpretation and translation services with non-English-speaking, multilingual, blind and visually impaired, and deaf and hard of hearing customers.

· Facilities and Safety Management, including addressing cleanliness issues and repairs in a timely manner.

· Ensures adequate and quality coverage of the AJC computer lab/Resource Room with a focus on customer flow and satisfaction.

· Ensures all staff covering the AJC computer lab/Resource Room are adequately trained.

· Responsible for oversight of partnership with the Wagner-Peyser program including RESEA, and Universal Services.

· Plan and facilitate weekly operations meetings with One Stop Operators to review progress in exceeding operations objectives, system objectives, performance, and contract requirements.

· Work with the One Stop Operator to ensure that the DWFS culture is established and maintained in the project.

· Seek out best practices to replicate when and where appropriate.

· Promote events, trainings, free resources, and info sessions with partner organizations and the public as appropriate, ensuring staff are doing the same.

· 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.

· 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 or equivalent experience

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.