Connection Center Program Director

DescriptionJob Title: Connection Center Program Director - Divisional Headquarters - Denver, ColoradoReports to: DMSS Director Schedule: VariesSupervises: Connection Center Staff FLSA Status: FT/ExemptThis is a full-time, exempt position that starts at $50,000 annually (paid at approximately $1,923 gross per biweekly pay period). This position is eligible for but not limited to medical, vision, dental, disability and life benefits as well as vacation and sick time-off accruals.Function: The Connection Center Program Director supports the provision of social services in Denver Metro and throughout the Intermountain Division by managing the call center, customer service focused workforce development program, and the search and connect program. The Connection Center serves as a front door for families experiencing homelessness. The center ensures that households calling into the center are connected to appropriate resources in the community through triage, assessment, and internal or external referrals; some households are provided ongoing case management support until connected with housing. The director is responsible for program development, managing and training staff, producing reports to promote program services and efficacy, work with community organizations, and other duties as assigned, to support the goals of the Salvation Army’s Connection Center.Duties and Responsibilities: Strong communication and people skills

Demonstrated history of providing professional, effective case management with individuals

Desire to serve others by building on their strengths

Competent in working independently within clear parameters

Excellent customer service skills

Able to creatively problem-solve and think on their feet

Program Management and Oversight

Program oversight of all grants and contracts under Connection Center.

Provide oversight, vision, and direction of all components of the Connection Center, Search & Connect, and Customer Service Workforce Development programs.

Facilitate program monitoring and improvement to ensure the highest quality service provision, while in alignment with The Salvation Army’s Denver Metro Social Services mission.

Collaborate with other TSA staff in grant writing, grant billing and managing grants/contracts that fall under the Connection Center.

Responsible for program budget management including monthly, quarterly and yearly budget planning. Provide oversight to accounting processes, implementing appropriate controls with The Salvation Army regulations, and adhering to partner entities’ policies for reimbursement.

Lead policy/procedure development and monitor to ensure the implementation of program policies and procedures.

Responsible for the appropriate management of HR issues, hiring, termination, and approving and submitting time sheet and time off requests for Connection Center employees.

When required, plan and implement emergency housing assistance to community at large.

Approve check requests

Address Connection Center staff or client grievances

Manage and Train Staff, Volunteers and Workforce DevelopmentResponsible for the effective management of HR issues including, but not limited to: hiring, discipline, termination, and timesheet management of Connection Center employees/volunteers/trainees.

Training and task supervision of team including staff, volunteers, workforce development trainees.

Recruit volunteers to support the operations of the call center.

Develop training curriculum and videos.

Provide trainings for all new systems/processes for staff and volunteers

Ensure staff documentation is correct.

ReportingWork with the Connection Center and social services staff to prepare monthly statistical reports as required for various contracts, program monitoring, and evaluation to the Denver Metro Social Services Director.

Track volunteer hours yearly

Produce efficacy reports in HMIS and WellSky Databases

Other data collection projects as requested

Community Partnership and CollaborationFacilitate relationships with outside agencies, business, faith-based communities, and government agencies as they relate to the Connection Center program which includes:

Represent and ensure adherence to all OneHome, MDHI, ESG, HOST and all other collaborations and funding sources including grant management.

Maintaining records and filing reports

Maintain and build community relations with other local organization; When appropriate, act as the point of contact between The Salvation Army and partner organizations and entities

Special Projects

Assist supervisor with other special assignments and projects. In some cases, whole projects may be assigned, in other instances only selected aspects of a project may be assigned

Assist with serving high need or escalated clients

Provide information about community resources for other The Salvation Army departments

Performs other duties as required.

Qualification and Education Requirements:Baccalaureate degree or equivalent experience required.

Bachelor’s degree in social work, or a related field preferred.

Master’s degree in a social service field, preferred.

Required two years’ experience with providing casework services.

One year experience working in a call center, required.

Experience working with individuals from a variety of backgrounds and educational levels required.

Previous experience with HMIS and human services databases, preferred.

Critical Thinking.

Attention to detail with sound judgment and decision making.

Effective time management.

Skilled in leading a team

Excellent oral and written communication skills.

Be supportive of The Salvation Army’s mission. Ability to reflect and model the high standards of our organization as one of the world’s most distinguished human services charitable organizations.

Covid Statement: All Salvation Army employees working at a facility covered by this order (Denver City COVID – 19 High-Risk Setting Requirement per Mayor Hancock) must be fully vaccinated. 

The Salvation Army Mission Statement: The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.Acknowledgement of Religious Purposes of The Salvation Army: I have been informed and understand The Salvation Army's religious purpose and status as a church. In my employ, I will not undermine the religious mission or religious purposes of the organization, nor will my professional conduct conflict with, interfere with, or undermine its religious programs or religious purposes.Physical Requirements: Ability to walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis. Ability to grasp, push, pull, and reach overhead. Ability to operate telephone. Ability to lift to 25 pounds. Ability to access and produce information from the computer. Ability to understand written information. Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A request to modify or adjust these requirements may be made to your supervisor and HR. The Salvation Army would attempt to satisfy requests if the accommodation needed is reasonable and presents no undue hardship.Statement of Confidentiality: The Connection Center Program Director occupies a position of trust and is expected to maintain confidentiality and exhibit loyalty to The Salvation Army and the staff of the Intermountain Division in all job-related matters.Employment at Will: Employees of The Salvation Army are considered employees at will. This means that the employment arrangement between the employee and The Salvation Army may be terminated by the employee or by The Salvation Army at any time with or without cause. No Salvation Army representative may change the at will employment relationship through oral or written promises.QualificationsEducationRequiredHigh School or Equivalent or better

PreferredBachelors or better in Social Work

ExperienceRequiredWork with individuals from a variety of backgrounds and educational levels

1 year: Work in a Call Center setting

2 years: Provision of Casework Services

PreferredHMIS and human services databases

Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)