Job Posting for Director, Program Services at Make-A-Wish® Metro New York and Western New York

Make-A-Wish Foundation® Metro NY and Western NY
Director of Program Services, Western New York

Job Title: Director, Program Services, Western New York Location: Buffalo/Rochester,

(Hybrid in office/remote)

Reports to: Regional Director, Western New York with Dotted Line Reporting to Vice President
of Metro Mission Delivery

Supervisory Responsibilities: Provide oversight/supervision Senior Manager, Program
Services, and Program Services Associate, interns and volunteers as needed

Salary Range: $75,000 - $80,000

Type of position:

x Full-time o Part-time x Exempt

o Intern o Nonexempt

Position Summary
The Director of Program Services (DPS) is a proactive and strategic member of Western New
York’s leadership team and the Mission Delivery Team at Make-A-Wish Metro NY and Western
New York Chapter, advancing the Make-A-Wish mission in the greater WNY region (made up
of7 counties including Buffalo and Rochester). The DPS will be responsible for leading the
Program Services Department for WNY, including the areas of Wish Granting, Volunteer
Resources, and Medical Outreach. The DPS works with the Regional Director of Western New
York and the Vice President of Metro Mission Delivery to strategically plan for mission
fulfillment, the development of standard operating procedure and is a conduit for support
services to Make-A-Wish staff, volunteers, interns and vendors. This person assures consistent
quality of wish fulfillment using a teaming approach to work closely across the Chapter’s
Mission Delivery Team.

The position is also an important leader and collaborative partner for other departments in
WNY and within the chapter.

Primary Duties
General

Provide direct supervision to the WNY Program Services team that supports family

engagement, understanding of a trauma influenced model of working with families and
children and coaching skills in working with our volunteers.

Director, Program Services – January024

Make-A-Wish Foundation® Metro NY and Western NY
Director of Program Services, Western New York

Provide oversight of all wishes in the WNY pipeline and manage the process, time

frames, and quality delivery of wishes toward meeting wish targets and Mission
Delivery goals.

Work collaboratively with the appropriate leadership to develop and manage

departmental plans and budgets and approve expenditures as required.

Maintain and improve mission quality by completing file audits (paper and database

reviews) for compliance.

Maintain accurate documentation in Salesforce/WVC and track team progress toward

the established goals.

Stay abreast of and keep the team compliant with the policies, guidelines, and

procedures established by the MAW National Office and Make-A-Wish Metro and WNY
Chapter.

Act as a collaborative leader and team member in supporting coworkers and other

departments in establishing and accomplishing regional and chapter objectives.

As a unit, and under the guidance of the WNY Regional Director and in concert with

Chapter Leadership, work to ensure consistency within the department.

Build and maintain relationships with key volunteer leaders, community partners,

medical professionals, wish families, and the wish alumni network.

Responsible for strategic resource development and planning for the program services

department, in concert with the development staff and volunteers, to maximize the
amount of in-kind support.

Investigate stakeholder concerns and negotiate sensitive communications.
Collaborate with other members of management to identify training opportunities and

develop new procedures and training methods.
• Develop and conduct training and on-boarding of program staff; assist with on-

boarding of program interns. Review and analyze wish family/volunteer satisfaction
surveys and identify areas for improvement in mission fulfillment process through
comments and suggestions of constituents.

Wish Granting

Participate in national, chapter and regional meetings that support DPS professional

development, and mission delivery.

Review and approve wishes according to established Make-A-Wish America and

chapter standards within reasonable timeframes and with proper documentation.

Follow established budget guidance provided by VP Metro Mission Delivery for budget

approvals of wishes and contribute to development as necessary.

Monitor overall pipeline and individual wish progress to ensure they proceed in a

Director, Program Services – January024

Make-A-Wish Foundation® Metro NY and Western NY
Director of Program Services, Western New York

timely manner, wish delays are properly documented, and areas needing attention are
proactively addressed.

Meet weekly with team to oversee the progress of wishes, answer questions and

provide support.

Available for4-hour/day,65 days/year emergency calls on a rotating basis.
Assist with updating of standard operating procedures.
Coordinate key aspects of select wishes or entire wishes as needed.

Medical Outreach

Steward key referral sources and identify new opportunities and potential partners in

support of the vision to provide access for all eligible children to the Make-A-Wish
mission.

Provide information sessions and training for medical partners in hospitals, medical

clinics and beyond to grow referrals, understanding and awareness of our mission, and
deepen relationships.

Oversight of WNY Intake and Medical Eligibility (IME) including qualifying wishes within

designated timeframes.

Communicate with health care professionals to ensure each wish proceeds in the best

interest of the child as needed.

Ensure proper clearances and validations are secured according to standards.

Volunteer Resources

Provide oversight for recruitment, retention, and support of WNY volunteer program.
Help develop and facilitate Wish Granting volunteer trainings and ongoing volunteer

offerings with the Program Team.

Provide oversight to ensure all record keeping and documentation remains in

compliance with chapter and Make-A-Wish America Standards and guideline.

Track progress toward chapter and regional strategic goals for managing volunteer

assignments, engagement, recognition and communication and assure staff and wish
child needs are met.

Oversee and ensure the repayment of volunteer expenses related to wishes.

Director, Program Services – January024

Make-A-Wish Foundation® Metro NY and Western NY
Director of Program Services, Western New York

Other

Represent Make-A-Wish at events and/or training when required.
Report/represent with appropriate board and volunteer leadership committees.
Participate as productive member of the team at staff meetings.
Perform additional duties and special projects as assigned. This includes but is not

limited to, specific database reporting, national reporting, participation on National
platforms and initiatives, and chapter-specific special initiatives as needed.

Qualifications, Competencies and Experience
• BA/BS or equivalent combination of education and work experience

A minimum of-7 years’ experience in program management, social work, or health

management/patient resources preferred

Working knowledge of child development and childhood illness and treatments a plus.
Experience managing a department(s) and professional staff members
Ability to manage multiple projects simultaneously and achieve objectives
Strong database (Salesforce or Raiser’s Edge a plus) and Microsoft Office experience
Strong interpersonal and verbal/written communication skills, including building and

sustaining productive long-term relationships and excellent customer service skills

Strong problem solving and decision-making abilities
Creative thinker that is detail-oriented and well organized
Able to successfully motivate, support and work in a collaborative, team-oriented

organization

Commitment to and a passion for the mission of Make-A-Wish
Demonstrated ability in crisis communication and reflective listening techniques
Local travel required within the greater Western New York area (between Buffalo and

Rochester offices). Additional travel may arise based on business needs.

Ability to work autonomously in a changing environment while keeping colleagues

and supervisors apprised of issues, opportunities and progress.

Valid driver’s license and reliable transportation.

Physical Demands:
The physical demands and work environment listed here are representative of those that
must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodation may be made to enable a person with disabilities to perform the
essential functions.

Director, Program Services – January024

Make-A-Wish Foundation® Metro NY and Western NY
Director of Program Services, Western New York

While performing this job employees may occasionally be required to talk, stand or sit

for long periods of time, walk, climb stairs, key data, stoop, twist, bend, crawl, speak
and hear.

Person must also be able to move/lift to0 pounds.

Diversity, Equity & Inclusion Commitment Statement:
Committed to attracting and retaining a diverse staff, MAW Metro New York and Western NY
will honor your experiences, perspectives and unique identity. Together, our community
strives to create and maintain working and learning environments that are inclusive,
equitable and welcoming.

Equal Employment Statement:
At Make-A-Wish Metro and Western New York, we celebrate the diversity of our employees
and our leadership. Make-A-Wish Metro and Western New York is an equal opportunity
employer, and all qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, national origin, disability status, protected veteran status
or any other characteristic protected by law.

Disclaimer:
The above statements are intended to describe the general nature and level of work being
performed by people assigned to this position. They are not to be construed as an exhaustive
list of all responsibilities, duties, and skills required. All personnel may be required to
perform duties outside of their normal responsibilities from time to time, as needed.

*How to Apply:
Please use the following link to complete and submit our formal application:

h t tp s :/ / m a ke a w is h m e t ro n e w y o rka n d w e s t e rn n e w y o rk-
v xro t .fo rm s ta c k .c o m / fo rm s / d ire c to r_ p ro g ra m _ s e rv ic e s _ w e s t e rn _ n e w _ y o rk_04

Please note: only applications submitted through this link via Formstack will be
considered for this position.

Director, Program Services – January024

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Director, Program Services

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