Program Assistance Center Director (Community Impact - Utility Assistance Program)

POSITION SUMMARY

The Program Assistance Center (PAC) runs Michigan Energy Assistance Programming which provides households with direct energy assistance to pay heat and electric bills.

As the Program Assistance Center Director at United Way South Central Michigan, you'll play a crucial role in supporting individuals and families by overseeing the Program Assistance Center (PAC). Your warm and friendly approach will help create a welcoming environment for all who seek assistance. You'll oversee and collaborate with a dedicated team to ensure that the program runs smoothly and efficiently.

This position is hybrid with a minimum of two days in the office a week in any of the UWSCMI offices (Kalamazoo, Battle Creek, Jackson, Lansing). Most of the PAC team co-locates in Jackson and occasional travel to the Jackson office will be required along with other occasional travel within the region as needed. Highly effective remote leaders with demonstrated effectiveness may be considered for additional remote work opportunities with occasional travel in the region as needed after 90 days in the position.

KEY RESPONSIBILITIES

Equity, Diversity and Inclusion:

• Contribute to an equitable, diverse, and inclusive organizational culture that centers people in every solution, process, and function.
• Commitment to trauma-informed and people-centered care principles, with an understanding of the impact of trauma on individuals and communities.

People Management:

• Manage and lead the PAC team to effectively support the PAC program, while offering coaching and support on program-related matters.
• Recruit and onboard talent (UWSCMI PAC team and temporary staff) that will support PAC while living UWSCMI's values.
• Foster strong relationships across UWSCMI, the program's staff, partner organizations, and stakeholders to maximize program impact and effectiveness.

Training and Process Implementation:

• Ensure that staff members are well-prepared to assist diverse applicants in times of need effectively.
• Design training modules for PAC staff, covering all processes and utility assistance eligibility rules through a trauma-informed lens.

Strategic Leadership:

• Develop, implement, and measure strategic plan goals and objectives for the program in alignment with UWSCMI's mission and vision.
• Collaborate with senior leadership and key stakeholders to shape the program's strategy and drive continuous improvement in the delivery and impact.

Budget Creation and Management:

• Co-develop and oversee program budgets ensuring alignment with annual goals.

Grant Management and Reporting

• Ensure compliance with grant requirements, regulatory guidelines, and financial reporting standards, maintaining transparency and accountability in all financial matters.
• Forecast future funding needs and develop funding proposals and grant applications to ensure financial stability and sustainability for program activities.
• Ensure the timely and accurate completion of all grants and grant reports, adhering to specified deadlines and requirements.

Vendor & Systems Management:

• Work with various vendors and contractors as necessary to maintain all necessary functions for PAC (IT, database, communications systems, etc.)
• Develop, maintain, and continuously improve all necessary systems for processing applications.

Collaboration and Reporting:

• Represent the PAC team in meetings, including the UWSCMI Community Impact Leadership Team and external partner meetings to provide program updates and advocate for PAC clients.
• Relationship-building and coordination with State agencies and energy assistance program administrators and funders.

Other duties as assigned

JOB REQUIREMENTS

• Demonstrate a commitment to equity, diversity, and inclusion and ability to apply anti-oppressive and anti-racist principles in the workplace.
• Previous experience in managing a large complex human services program in a call center and/or processing environment. This may include multiple years of human services or related experience and/or formal education such as a bachelor's degree in social work, non-profit administration or a human services field.
• Demonstrate project management/continuous improvement skills, aligning outcomes to strategic priorities and goals, and building strong relationships within the field and/or community.
• Demonstrate experience supervising and cultivating equitable and people-centered environments in which staff can succeed.
• Ability to plan and manage multiple tasks.
• Excellent organizational and communication (both written and oral) skills.
• Ability to be flexible in a constantly changing work environment.
• Good problem solver, consensus builder, and decision maker.
• Proficiency in using database software and Microsoft 365 applications including Excel, Word, PowerPoint and Outlook.
• Ability to maintain confidentiality.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Ability to work in front of a computer for extended periods of time.
• Reliable transportation for travel within the six county/four facility footprint. Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license. (Note: mileage for work travel is reimbursed at the IRS mileage rate.)
• Moderate level of stress caused by tight deadlines.
• Occasional work outside of normal business hours.
• Successful completion of a criminal background check.
• Candidate must be able to work successfully in a remote environment with private office space and high-speed internet.

SALARY: All the roles within UWSCM have pay ranges that are commensurate with the knowledge, skills, and abilities of the successful candidate. The minimum salary for this position is $77,600.

ABOUT UWSCMI

United Way of South Central Michigan (UWSCMI) gathers the power of three legacy organizations-Capital Area United Way, United Way of the Battle Creek and Kalamazoo Region, and United Way of Jackson County-to mobilize financial and volunteer resources, partners, and voices, creating equitable and lasting change for the most vulnerable people in our communities.

Our vision: Strong, caring communities where every person is valued, thriving, and connected for the common good.

Our path: Our work lifts our local communities by reducing racial and economic disparities; addressing the needs of ALICE (Asset-Limited, Income Constrained, Employed) households in financial stability, education, health, and basic needs; and creating opportunities for every person to reach their full potential.

EQUITY, DIVERSITY AND INCLUSION

UWSCMI is committed to dismantling systemic inequities that continue to cause harm for Black, Indigenous, and other People of Color (BIPOC), Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, and Asexual (LGBTQIA ) people, women, and people with disabilities. To do so, we are dedicated to building capacity and accountability into our policies, practices, and partnerships.

NOTE

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

BACKGROUND CHECK DISCLOSURE

We require background checks for certain roles. The checks are completed by ProScreening and results are only ever communicated to the Hiring Manager if they may impact someone's employment. We do not use prior arrests, only convictions. These convictions will only be considered as hiring criteria if they are directly connected to the roles & responsibilities of the job (for example, financial related convictions for a finance officer). We know that the criminal legal system is not equitable, and negatively impacts marginalized communities - specifically people of color - at rates much higher than other identities. This is why our background check process is only in place for explicit situations.

TOTAL REWARDS PACKAGE

United Way of South Central Michigan offers a competitive total rewards package including a competitive salary, medical coverage with an employer contribution of 90% towards single coverage and 75% towards dependent coverage, dental and vision with a 90% employer contribution towards single and dependent coverage, life insurance with an employer-paid benefit of 2 times annual salary, short-term disability and long-term disability effective the date of hire. In addition, United Way provides a 10% employer contribution into the 403(b) retirement plan each year with full vesting after 3 years of service and 20 days Paid Time Off, 13 days Paid Sick Time, 5 Paid Volunteer Days, 3 Floating Holidays and 11 Paid Holidays each year (Paid time off, sick time. Paid volunteer time and floating holidays are prorated the first year). Hybrid and/or remote work arrangements are available for many positions.