Economic Services Division Director

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Economic Services Division Director

Market Range:

MR22

Approved Date:

4/12/2021 8:26:51 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M4

Career Level Description:

Management Level 4

Job Code:

100269

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Leads, directs, develops and manages a comprehensive array of social services programs and contract affiliates needed to serve diverse client populations. Enhances the ability of families and individuals to become self-sufficient to their greatest ability.  Ensures compliance with federal, state and county regulations assuring that services are provided in a manner that results in positive outcomes for Wake County citizens.

•

Provides direct supervision to 3 Assistant Division Directors, the Continuous Quality Improvement Program Manager, the Business Analyst and indirect supervision of the Program Managers.  Ensures that state and federal requirements for each program are met and that quality improvement activities are taking place.  Oversees and approves HR actions for more than 500 staff.  Oversees the annual performance evaluation process for the Division.

1

40%

•

Ensures that effective service delivery processes are in place for Division programs and that staff have the needed resources and tools. Makes critical service delivery decisions based on analysis of performance outcomes and assessment of need.  Works collaboratively across the department to ensure effective access to departmental services.  Works with community partners to maximize outreach to the community and access to services.  Works with department staff to achieve continuous quality improvement goals.  Oversees all external monitoring and development and evaluation of corrective action plans.

2

30%

•

Analyzes and evaluates outcomes and performance measures for the Division.  Develops business plans for Division programs.  Oversees and approves the development of regular and ad hoc reports for department and county leadership.  Prepares and submits the Division budget to the Deputy Director after consultation with Division leadership.  Monitors revenue and expenditure budgets on a regular basis and works closely with budget and finance staff.  Advocates for resources needed.  Assists the Deputy Director and other leaders in establishing long-range plans for the agency.

3

20%

•

Ensures best practices in customer service and that the Division is in compliance with client rights, policies and procedures.  Works with other leaders in the agency, community and state government to address new initiatives, projects or identified needs.  Provides consultation on complex programmatic issues.  Ensures that customer complaints are resolved.  Responds to media requests, works with community partners and represents the HS Director at Social Services meetings.  Provides support to the Social Services committee and the Human Services Board.

4

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Attend HSB meetings.

•

Respond to client complaints forwarded from the county or state.

•

Attend all mandated training.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M4

Career Level Description:

Management Level 4

•

Directs a Division.

•

Creates the short-term strategy for the Division or Function and creates operational plans for Division that align with Department plan.  Actions have direct impact on results of the Department.

•

Responsible for Budget planning and justification.

•

Responsible for making significant improvements of processes, systems or standards to enhance performance of Division or multiple divisions.

•

Oversees employees who pioneer unique ideas or generate new, viable solutions to make improvements or respond to issues.

•

Communicates within and outside the Division(s).

•

Influences others regarding the area of responsibility’s practices and approaches.

•

Achieves goals through teams of managers.  May be responsible for creating workforce and staffing plans for job area to ensure availability of employees and resources.

•

Has hiring, firing, promotion and reward authority for direct reports.

•

Requires broad management and leadership knowledge to lead multiple Work Groups. Typically has master-level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.

Qualifications

•

Bachelor's degree in Human Services, Health or related field

•

Six years of management experience

•

Equivalent education and experience are accepted

•

10 Years

Experience managing economic/social services programs in a local department of social services.

•

Must have excellent interpersonal, oral and written communication skills, the ability to work independently and/or in a team setting.

•

Strong interpersonal skills are required. 

•

Extensive knowledge of human resource-related state, federal, and local policies, procedures and HR best practices.

•

Superior customer service skills, integrity, and commitment to collaboration and forward-thinking efficiency.

•

Thorough knowledge of County, State and Federal policies governing the organization's work.

•

Ability to develop written documents and reports and cater information to the sophistication of the audience.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Caring

Demonstrates responsibility for the image and effectiveness of the organization.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Results Orientation

Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Shows a passion for improving the delivery of services with a commitment to continuous improvement.

Cooperative Leadership

Promotes and generates cooperation among one's peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that gets results.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Strategic Vision

Sees the big, long-range picture and leads others accordingly.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X