What is a Director, Enrollment Center? Please only apply if you have direct experience in the CalFresh Program.
Under the supervision of the CTO, the Director, Enrollment Center is responsible for providing leadership and oversight of the daily operations for all programs in the Enrollment Center, primarily focusing on supporting clients with CalFresh applications. This position ensures the Enrollment Center team operates efficiently and delivers the highest level of client experience in a constantly changing landscape. The key expectations of this role are to manage the relationship with external partners, develop people, lead change, drive process improvement, and consistently deliver world-class Enrollment Center service by building a high-performing team.
Make a Difference through Action
Ensures the Enrollment Center team meets the needs and expectations of our clients, with an emphasis on CalFresh. • Demonstrates the positive impact of the department on clients' lives through key metrics, data, and programmatic outcomes, focusing on CalFresh application success rates. • Ensures all Enrollment Center leaders clearly understand what world-class service looks like at 211 and creates a culture that inspires our most talented employees to deliver superior client experiences. • Identifies opportunities for service improvement to meet clients' complex needs, both inside and outside the organization, and works with the CTO and executive management to implement initiatives to serve our clients and employees. • Works with leadership across the organization to add insight to the client experience to continuously develop and improve programs. • Manages and communicates department-wide KPIs and implements actions efficiently and promptly to address operational challenges and opportunities. • Ensures high client satisfaction as tracked by customer feedback and other critical KPIs. • Builds, maintains, and develops successful relationships across departments to ensure a united culture with a shared purpose and removes any silos. • Assists in designing, planning, and adopting new or changed programs and technology. • Implements any changes to ensure operations are effectively updated and monitors outcomes to ensure the changes are successful. • Works with peers at contracting agencies and outside partners on performance updates, changes, or issues related to the Enrollment Center contracts. • Analyzes performance trends and leverages key partnerships to ensure all KPIs are met or exceeded.
Ensure the Enrollment Center staff receive leadership, guidance, and support. • Leads and inspires supervisory and management staff to achieve their individual responsibilities, remove obstacles, and resolve issues that impede their success. • Meets with direct reports regularly to provide coaching and mentoring that continuously inspires and motivates high performance, positive team culture, empowerment, and opportunities for growth and success. • Leads a continuous learning and development culture to ensure a pipeline of ready-now candidates to fill vacancies internally. • Models and promotes 211 San Diego's values and culture and provides opportunities and coaching for co-workers to do the same. • Develop a strong team of frontline Supervisors who spend most of their time coaching, motivating, and engaging their team.
Establishes effective communication and collaboration between and across departments. • Partners with all leaders on program implementation, processes, and solutions. • Identifies, communicates, and gains support for opportunities for innovation. • Collaborates with CTO on setting goals and direction for the Enrollment Center. • Communicates regular updates to ensure leadership is informed of actions, outcomes, and roadblocks. • Works with and utilizes the support system within the organization, such as technology department, informatics, organizational development, and admin/finance for the betterment of the client experience and the organization.
Ensures the enrollment programs meet or exceed the expectations of our funders and partners. • Builds and maintains strong working relationships with external stakeholders, contract holders, and grantors, communicating frequently and effectively. • Regularly evaluates program performance against contract and grant requirements; works with Enrollment Center leadership team to make necessary adjustments and communicate to stakeholders as appropriate. • Prepares for and facilitates funder site visits related to enrollment programs; provides training and technical assistance to subcontractors; performs site visits for subcontractors to ensure quality service delivery. • Leads the development of new Enrollment Center projects. • Identifies possible funding opportunities for expanding enrollment programs and works closely with the Business & Partnership Development team to explore those opportunities. • Prepares grant and contract reporting for funders of 211 enrollment programs.
Requirements
Qualifications • A bachelor's degree or higher is required; a combination of relevant college coursework and equivalent work experience may be substituted. Coursework in business management, program management, social work, or public health is helpful. • Significant knowledge of CalFresh or Supplemental Nutrition Assistance Program (SNAP) benefit programs is required. • Five or more years of experience in management and leadership with progressive responsibilities in business planning, supervision, project management, personnel, and client relations. • Experience running call centers and working with hybrid remote agents is essential. • Prior experience with information and referral call centers and an understanding of the San Diego social service landscape are preferred. • Superior analytical, critical thinking and verbal and written communication skills are required. • Must be able to build and lead a highly productive team of employees and build and maintain positive and supportive working relationships with internal and external contacts. • A high level of proficiency in Microsoft Office 365, including Sharepoint, Outlook, Excel, and Word, is required. • Proficiency in web-based database or Customer Relationship Management (CRM) systems (including Salesforce) is highly desirable. • Experience with the BenefitsCal online portal is a plus. • Bilingual in English and Spanish is preferred