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Mission Services Manager

Reports To: Workforce Development Director & Mission Service Development Director
Supervises: Personnel as assigned
Revised Date: 8/2021

Mission Statement: Building lives that work.

Job Objective

This position is to assist in providing leadership and direction for management and operations associated with the Goodwill Education and Training Center. The primary goal is to assist in directing and ensuring the continued program growth achieved through established benchmarks, compliance with standardized systems of management, customized services to meet local employment and training needs, community partnerships, and identified funding opportunities.

Essential Job Functions

  • Achieving outcomes of assigned programs and create an action plan for any outcomes not achieved.
  • Create funder relationships- ensuring excellent customer service.
  • Research and apply for new grants with the approval of Supervisor.
  • Create an assigned grants system for forms, formats, materials used, curriculum (internal controls)
  • Needs to be versatile, with the ability to work in any grant.
  • Prioritizes work duties for maximum efficiency.
  • Assures program compliance with all policies, procedures, and practices established within the department and is responsible for holding staff accountable for discrepancies in practice.
  • Spearheads maintenance of integrity of data entry/management and accuracy of reports, documentation, and records, through quarterly site-based audits conducted by senior management followed by a written summary of findings.
  • Plays key role in cultivation of strong collaborative relationships with current and new community partners.
  • Ensures ongoing program evaluation of current process and implantation of new practices.
  • Manages internal and external relationships in ways that promote the best interests of all parties.
  • Applies creative problem-solving to address business needs and issues.
  • Serves as in-house workforce and people management expert.
  • Understands the most effective and efficient way to accomplish tasks within the parameters of organizational hierarchy, processes, systems, and policies.
  • Provides clear, concise information to others in verbal, written, electronic, and other communication formats for public and organizational consumption.
  • Maintains openness to others’ ideas and makes decisions based upon experience, data, facts and reasoned judgment.
  • Enforces policies consistently.
  • Makes sound decisions based on evaluation of available information.
  • Identify, define, develop, and follow up funding sources to support existing and planned growth of Mission Services.
  • Identify, define, and develop community partners to support Goodwill.
  • Identify and define community needs and recommend any Goodwill programs or creation of new programs that would address the need in the community.
  • Maintain and update all records for partnerships including type of support, contact information, follow-ups, and letters.
  • Ability to articulate mission services and the ability to lead and motivate others to achieve established benchmarks.
  • Participate in and gives input on all CARF standards and plans. Responsible for assigned areas within CARF standards and/or action plans.
  • Ensures that confidentiality is maintained in all areas of program operations. Barriers to employment of each consumer should be maintained and disclosed only as allowable under state and federal law, and on a need-to-know basis.
  • Attends conferences, seminars, workshops and meetings of professional groups and other to further Goodwill’s objectives. Travel for training may be required.
  • Follows safety policies and procedures.
  • Appropriately dressed in accordance with the employee dress code.
  • Perform other duties that may be assigned.

Relationship Management – The ability to manage interactions to provide service and to support the organization. This to include: Business Networking Expertise, Visibility, Customer Service, Advocacy, Creditability, Community Relations, Teamwork, Proactivity, Responsiveness

Consultation – The ability to provide guidance to organizational stakeholders. This to include: Project Management, Analytic Reasoning, Problem-solving, Inquisitiveness, Creativity and Innovation, Flexibility, Time Management

Leadership and Navigation – The ability to direct and contribute to initiatives and processes within the organization. This to include: Transformational and Functional Leadership, Results and Goal Oriented, Mission Driven, Change Management, Consensus Builder

Communication – The ability to effectively exchange information with stakeholders. This to include: Verbal, Written, and Presentation Communication Skills, Persuasion, Diplomacy, Perceptual Objectivity, Active Listening, Effective Timely Feedback, Facilitation Skills, Meeting Effectiveness, Social Technology and Social Media Savvy, Public Relations

Cultural Effectiveness – The ability to value and consider the perspectives and backgrounds of all parties. This to include: Diversity Perspective, Openness to Various Perceptiveness, Empathy, Openness to Experience, Tolerance for Ambiguity, Adaptability, Cultural Awareness and Respect

Ethical Practices – The ability to integrate core values, integrity, and accountability throughout all organizational and business practices. This to include: Rapport Building, Trust Building, Professionalism, Creditability, Personal and Professional Courage, Personal, Professional and Behavioral Integrity

Critical Evaluation – The ability to interpret information to make business decisions and recommendations. This to include: Measurement and Assessment Skills, Objectivity, Problem Solving, Critical Thinking, Curiosity and Inquisitiveness, Research Methodology, Decision-making, Knowledge Management

Physical/Emotional Demands:

The ability to remain in a stationary position roughly 40% of the time, as well ability to meet with grant participants roughly 15% of the time by traveling to multiple locations roughly 45% of the time is standing and observing participants as they participate in the program is required

Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., carrying binders, portfolios, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).

Emotional: Can be high stress. Regular need for communication and social interaction with others. May require prioritization in a fast-paced environment.

Qualifications/Basic Job Requirements

  • Bachelor Degree preferred or five years’ related work experience accepted
  • computer literacy, including competency with spreadsheets and word processing software
  • accuracy in working
  • multitasking and organization skill
  • ability to write routine reports and correspondence
  • ability to effectively present information and respond to questions from clients, customers and management
  • ability to define problems, collect data, establish facts and draw valid conclusions
  • ability to work independently and with frequent interruptions
  • ability to handle confidential information with discretion and tact
  • desire to work with rehabilitation clients, employees and the public
  • team orientation
  • must be physically capable of lifting, stooping, squatting, standing, walking, reaching, bending
  • appropriate dressing and grooming
  • credentials and criminal background check required
  • first aid CPR certified (training provided);
  • ability to pass alcohol/drug screening
  • a driving record acceptable to Goodwill’s insurance provider and adequate personal liability insurance.

Job Location: Delaware Goodwill Education and Training Center – will travel to meetings, orientations, prison-based meetings/trainings; home visits as needed, some overnight travel to meetings or conferences.

Technology/Equipment: Copier; Scanner; Computer; Basic Internet and Email Usage; Instant Messaging; Zoom; Microsoft Office Products (Word, Excel, Outlook, Teams); adding machine, fax machine, copier/scanner.