WIAO Operations Manager

The WIOA Operations Manager works in coordination with the NCWorks Career Center Manager to support daily operations, customer engagement, staff coverage, program coordination, and service delivery at the Halifax/Northampton NCWorks Career Center. The Manager ensures that WIOA services are delivered consistently, accurately, and in alignment with applicable federal, state, and HCC requirements. Essential Functions Serves as a working member of the Career Advisor team by assisting job seekers with employment services, job referrals, labor market information, career planning, training referrals, supportive service referrals, and related workforce development resources. Provides professional, respectful, and responsive service to job seekers, employers, community partners, and internal stakeholders. Coordinates the day-to-day delivery of WIOA-related services through the Halifax/Northampton NCWorks Career Center. Ensures that services are delivered in a timely, accurate, customer-focused, and professionally consistent manner. Supervision Provides direct supervision, guidance, coaching, and work direction to assigned Career Advisors. Monitors staff performance related to communication, customer service, documentation, follow-up visits, referrals, program compliance, and data entry. Reviews work for accuracy, timeliness, completeness, and consistency with WIOA, Wagner-Peyser, NCWorks, and HCC requirements. Program Compliance & Outcomes Ensures that customers are properly registered in the applicable workforce tracking system and that required information is collected, entered, and maintained accurately. Reviews customer information and supporting documentation to assist with eligibility determinations, program referrals, training opportunities, supportive services, and appropriate co‑enrollment in WIOA, Wagner-Peyser, and other workforce development programs. Ensures that Career Advisors maintain accurate and complete case documentation, including services provided, referrals made, follow-up activities, customer outcomes, and supporting notes. Reviews documentation for completeness, timeliness, confidentiality, and compliance with applicable program requirements. Identifies documentation issues and provides corrective guidance when needed. Follows all state and local guidelines for documenting Adults and Dislocated workers when obtaining personal information needed to determine eligibility for programs. Assures that Career Advisors schedule, conduct follow-up visits, and collect any information from relevant sources for assisting customers in using employment services or obtaining training. Additional Duties Manage multiple priorities to ensure that deadlines are met. Understand the data entry and eligibility criteria for all funding streams. Demonstrate and require Career Advisors deliver outstanding interpersonal communication skills to motivate job seekers, handle conflict in a professional manner, and maintain a high level of customer satisfaction. Maintain confidentiality of customer, employee, employer, and program information. Communicate professionally with staff, customers, employers, workforce partners, training providers, and College personnel. Performance Measures The WIOA Program Manager oversees the implement Customer satisfaction surveys. System registrations and accuracy of information being entered in the system. Documentation and annotation about services received. Accuracy of matching job seekers to the standards of a job order. Employer satisfaction surveys. Number of individuals placed in employment. Outcomes of individuals following training. Qualifications Required: Bachelor's Degree in a relevant discipline. Preferred: Master's degree in a relevant discipline. At least IO years of experience working with workforce development programs. Experience working with current Turning Point WDB Integrated Service Delivery programs. Physical Requirements Occasionally requires lifting (10-15 pounds). Equipment Must be able to operate office equipment such as personal computer, fax machine, photocopier. Travel is an expected part of the job. Veteran’s Preference Persons eligible for Veteran's Preference must submit a copy of Form DD-214. #J-18808-Ljbffr