EAS Operations Manager

EAS Operations Manager

HEAP - Cleveland, OH

Overview

Salary Range $62,676.82 - $76,702.02 Salary/year Level Experienced Position Type Full-Time 52 Weeks Job Shift Monday - Friday (8:00am - 5:00pm) Education Level 4 Year Degree Category Nonprofit - Social Services

Description

Purpose of Classification:

The purpose of this position is to manage Quality and Compliance within the Energy Assistance Services team to ensure the highest standards of quality, accuracy, and compliance in program operations by developing, implementing, and monitoring quality assurance procedures and compliance protocols to safeguard the integrity and effectiveness of the program.

Under the administrative direction of the EAS Director. The Operations Manager will focus primarily on the day-to-day operations of Step Forward Internal or external sites. This includes direct oversight of staff, monthly QA reports, timecards, performance evaluations, and the IVR Scheduling system.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Provide leadership and day-to-day operational oversight of HEAP and related energy assistance programs, including LIHEAP, Winter Crisis, Summer Crisis, and Percentage of Income Payment Plan (PIPP) and PRC Program.

Ensure full compliance with all applicable federal, state, and local regulations, including ODJFS guidelines, Community Action Agency standards, and audit requirements.

Respond to and immediately escalate site issues occurring within the EAS locations to the EAS Director.

Coordinate scheduling to ensure daily intake coverage at main office or site locations as identified.

Complete and submit staff/site production and quality assurance reports monthly.

Provide utility and energy education referrals as necessary to internal/external Step Forward partners.

Create and manage detailed calendars with Staff regarding vacation requests and staff call offs.

Partner with Internal Operations Manager to strategically plan for optimal staffing needs.

Assist, implement, and monitor program policies, procedures, and internal controls to ensure accuracy, timeliness, and integrity of services.

Oversee application processing, eligibility determination, and benefit issuance, ensuring adherence to required timelines and quality standards.

Monitor program performance metrics, analyze data, and implement strategies to improve productivity, efficiency, and customer outcomes.

Lead and supervise HEAP staff, including hiring, training, coaching, performance management, and disciplinary actions in alignment with HR policies.

Ensure high-quality customer service delivery, addressing escalated client concerns, and promoting a respectful and responsive service environment.

Collaborate with internal departments (HR, Finance, IT, Compliance) to ensure seamless program operations and reporting.

Prepare and submit required reports to funding agencies and executive leadership, including performance, compliance, and fiscal reports.

Coordinate with external partners, vendors, and utility providers to support program implementation and service delivery.

Lead continuous improvement initiatives, including process redesign, technology utilization (e.g., case management systems), and workflow optimization.

Ensure staff adherence to confidentiality, data security, and ethical standards in handling client information.

Foster a positive organizational culture that values diversity, equity, and inclusion, and promotes employee engagement and well-being.

Support audits, monitoring reviews, and corrective action plans as required.

Perform other duties as assigned.

Additional Functions:

Planning and development of projects.

Prepares various documents, reports, logs, sign‐in sheets, and records; complaint documentation; and statistical customer information.

Actively cultivates strategic alliances with community organizations for profits and nonprofits —to build mutually beneficial partnerships.

Represent Step Forward at events, conferences, and other forums to promote its work and build relationships with key influencers.

Attends meetings, conferences, and workshops related to the agency's program or professional development of administrative/management.

Qualifications

Bachelor's degree in Public Administration, Business Administration, Social Services, or related field required (Master's preferred). Minimum of 5–7 years of program management experience, preferably in energy assistance, public benefits, or community action programs. Minimum of 3 years of supervisory experience. Demonstrated knowledge of HEAP/LIHEAP, ODJFS regulations, and Community Action Agency operations preferred. Strong understanding of compliance, audit readiness, and program monitoring. Proficiency in data analysis, reporting, and case management systems. CARF knowledge and experience preferred.

Additional Requirements/Conditions of Employment: Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s).

Step Forward is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Agency will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.