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- Manages daily operations of PPWFC Workforce Technicians, Navigators, and Customer Service team including planning, scheduling, assigning, and directing work, addressing complaints, resolving issues, leading team meetings and training sessions to maintain knowledge of best practices and incorporating leading success strategies into existing work plans.
- Responsible for coordinating PPWFC technology and facilities operations including planning, scheduling, assigning and directing work, addressing complaints, and resolving issues.
- Creates a positive environment and fosters team and individual growth by providing clear, specific, timely and respectful coaching and feedback; ensures organizational proficiency and optimal team performance. Encourages collaboration among team; conducts initial job performance counseling sessions; participates in the hiring and disciplinary process for assigned staff.
- Oversees and coordinates PPWFC satellite office functions including staffing, facility issues, and coordination of service delivery with other team members of PPWFC.
- Manages ongoing volunteer program to include recruitment, training, job assignment, and exit of PPWFC volunteers.
- Ensures staff have sufficient information to make appropriate customer referrals to Workforce Innovation and Opportunity Act (WIOA) programs and community resources.
- Serves as Equal Opportunity Officer by serving as liaison to Colorado Department of Labor and Employment (CDLE) for all employment service complaints, monitoring and investigating activities to ensure absence of customer discrimination, and prioritizing equal opportunity and access to services.
- Ensures compliance with WIOA by monitoring WIOA-required data collection and reviewing written policies to ensure nondiscrimination.
- Oversees the development, implementation, and maintenance of PPWFC's Nondiscrimination Plan in compliance with 29 CFR §§38.40 - 38.73. Responsible for PPWFC compliance with customer language service needs by conducting outreach and education about equal opportunity and nondiscrimination requirements to staff; develops, publishes, and distributes public procedures for filing discrimination complaints in appropriate languages and formats; develops procedures for processing, investigating, and resolving discrimination complaints filed against PPWFC; stays current with legislative and regulatory changes in EEO compliance.
- Serves as ADA liaison with El Paso County's ADA function within Facilities and Strategic Infrastructure Management department.
- Responsible for coordinating and maintaining departmental Federal and State compliance with the Americans with Disabilities Act, Rehabilitation Act, Section 188 of WIOA, and Web Content Accessibility Guidelines (WCAG). Serves as point of contact for customer accommodation and modification needs in PPWFC. Coordinates the administrative requirements of ADA compliance; refers complaints filed by the public to El Paso County. Maintains knowledge of current resources and information regarding state and federal laws and regulations concerning the rights of persons with disabilities and ways of providing reasonable accommodations to persons.
- Manages, monitors, and responds to PPWFC ADA compliance audits and self-evaluations.
- Reinforces the organization's position as a premier workforce training and development operation; oversees communication between the Customer Services team staff, Navigators and employers, the public, management and other internal and external entities; consults with leadership on any problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action.
- As a member of senior management, works with other managers to implement programs, policies, and procedures that positively impact and integrate sound customer management practices within the Facilities and Technology team and the Customer Services team in order to foster and reinforce a quality internal and external customer service experience. Identifies opportunities to improve processes by observing and obtaining feedback from customers, the Customer Services team, volunteers, other PPWFC team members and leadership; encourages staff level process development and continuous improvement.
- Responsible for directing and evaluating PPWFC operations to ensure efficiency and effectiveness.
- Collaborates with the PPWFC leadership to model and cultivate strategies that encourage a high-performance work culture based on organizational development and best practice principles.
- Performs other duties as required.
- Ability to perform all duties and responsibilities in a timely and effective manner in accordance with WIOA, Wagner-Peyser, Workforce Development Board (WDB), El Paso County and PPWFC policies, programs and guidelines to achieve the overall objectives of the position.
- Proficient in Microsoft Office software including Word, Excel, PowerPoint, and Outlook. Must be receptive to adoption and application of new and innovative technologies and technological platforms.
- A flexible team player with the ability to work successfully in a changing environment.
- Must possess a high level of professionalism, interpersonal skills, and integrity to handle sensitive and confidential situations and information.
- Ability to communicate and work effectively with government officials, business leaders, regional partners, media outlets, colleagues, and the public.
- Ability to build strong working relationships both internal and external to the organization.
- Ability to communicate both verbally and in writing, including the ability to deliver presentations and training and prepare reports.
- Ability to lead, train, and promote team building among staff.
- Maintain regular and punctual attendance.
- High school diploma or equivalent education.
- Minimum two years experience in a supervisory or leadership capacity.
- Minimum two years experience in customer service, employment recruitment, or related field.
- Bachelor's degree in social service, business administration, communications, or related field.
- Must possess and maintain a valid driver's license.
- Title II ADA Certification preferred.
- Must pass conditional post offer background investigation, motor vehicle record check, and drug screen.