Consumer Credit Counseling Service of Delaware Valley (dba - CLARIFI)

POSITION PURPOSE:
The Program Manager partners with community partners and funders to ensure that quality services are continually enhanced to meet the emerging needs of communities served. This role leads the program development process and ensures services are exceeding benchmarks for program quality. This role

facilitates the creation and documentation of processes that support delivery of quality financial counseling and educational programs. This person will facilitate the continuous improvement process, identify and replicate best practices, create quality assurance procedures, and ensure that data informs program management. This role partners with people leaders and program support team members across the organization to ensure organization-wide adherence to policies of funders and oversight authorities. This role will be responsible for processes, documentation and reporting that supports Clarifi programs that build financial sustainability and wealth in underserved communities.

***Hybrid with 3 days in the Center City Office***

BASIC QUALIFICATIONS

· Experience in delivering or oversight for programs serving marginalized communities

· Experience with program evaluation and data management

· Experience managing program partnership relations with external stakeholders

KEY SKILLS

· Relationship management (managing partner expectations and conflicts)

· Matrix management (communication with and utilization of function and people managers to advance projects)

· Financial Oversight (understanding program delivery staff program expenses, and overhead)

MAIN RESPONSIBILITIES & DUTIES

· Partner Liaison · Program Development and Ongoing Management · Program Performance and Outcomes

· Program Quality

· Compliance

Partner Liaison

· Build and deepen relationships with funders and community partners connected to Clarifi programs

· Document and communicate the progress of programs with partners and discuss options for further development of the program

· Deliver periodic reporting as required and support continued program funding by coordinating responses to proposals and reporting deadlines

· Identify the current and future needs of program partners and identify mechanisms to meet those needs within program processes

Program Development & Evaluation

· Increase alignment of programs to community needs through evaluation and program development strategies

· Monitor progress towards program goals, both outputs and outcomes, and identify barriers to success.

· Innovate to remove barriers to enrollment, outputs and outcomes metrics.

· Partner with service delivery team to build materials needed to train staff and launch newly developed programs, processes, or procedures.

· Identify new strategies and processes that document program impact and barriers to achievement to illustrate the lived experience of communities served

Program Quality

· Establish, monitor and communicate changes in service delivery standards to ensure continuous improvement drives quality

· Maintain awareness of best practices and partner with people managers to identify training and development needs for team members

· Facilitate the successful resolution of quality issues required to successfully submit billing or facilitate audits

· Oversee client satisfaction surveys to identify program development or training needs

· Manage the client concerns resolution process and partner with people managers to make improvements to processes as required

Compliance Leadership

· Create and update processes and policy documentation for programs and services that drive successful compliance to all funder and oversight authority policies

· Act as primary point of contact to funder or oversight agencies

· Facilitate the process required to successfully pass program or process audits

· Ensure staff are appropriately certified for roles, partnering with people managers to schedule and complete trainings required (e.g. NFCC, HUD, NeighborWorks)

· Ensure timely reporting to funders and oversight authorities

· Coordinate and ensure delivery of training and implementation of new policies and procedures including applicable follow up to ensure comprehension and compliance

General and Administrative

· Work across the agency with colleagues to resolve issues.

· Maintain a flexible work schedule, including days, hours and locations.

· Maintain regular and predictable attendance.

· Compose correspondence and presentations with proper spelling, grammar, and articulation.

· Communicate accurately and clearly to internal employees and external partners.

· Perform special projects and/or assignments as directed by management.

PROFESSIONAL KNOWLEDGE, SKILLS & ABILITIES

Previous experience performing similar tasks. A college degree or three years of relevant experience is required. Working knowledge of tools, methods, and concepts of both project management and quality assurance. To perform this job successfully the individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

QUALITIES & CHARACTERISTICS

· Commitment to Mission and Core Values. We empower individuals to achieve financial resilience and positively impact their communities. Clarifi’s Core Values are Justice, Community, Integrity, Empathy, Pride and Tenacity.

· Personal qualities. Clarifi requires the highest ethical standards and integrity in service to our clients and partners. The ideal candidate will possess maturity, self-awareness, empathy, flexibility, cultural humility, and an exceptional capacity for team and community building.

· Interest in personal finance and comfort with quantitative calculations. Strong personal finance competencies are not required prior to applying for the role, as training and certification in personal finance will be provided. Interest in learning about, and building proficiency in, personal and consumer finance.

· Commitment to innovation, excellence, and entrepreneurship. Energized to work in an entrepreneurial, growth-oriented nonprofit organization. Demonstrated commitment to testing and evaluating new ideas and to building a model organization. The ideal candidate will be a proactive team player with a willingness to pitch in to support larger goals. Detail-focused and strong commitment to client services and consumer protection.

ADDITIONAL SKILLS

· Excellent organizational skills. Detail-oriented with the ability to complete work accurately and efficiently. Excellent computer literacy, including web-based applications and proficiency with Microsoft Office Suite. Ability to establish and manage multiple complex projects simultaneously.

· Outstanding interpersonal and communication skills. Ability to forge strong relationships across partners, colleagues, and clients while executing on strategic goal. Exceptional presentation, organizational, written and verbal communication skills. Able to articulate reasons for initiatives, create buy-in and collaborate with internal and external stakeholders.

· Strong analytical and problem-solving skills. Comfortable with reading and analyzing data. Capable of identifying issues based on statistical review. Ability to understand and develop processes to make workflows manageable and replicable. Implements high impact solutions.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS
The environment for this position is a standard office environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.