Manager, Disability Programming & Volunteer Services

ESSENTIAL EXPECTATIONS

Customer Service Expectations

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your coworker to succeed, Goodwill is about reaching out and making a difference.

Diversity, Equity, and Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converges to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATION

Position Summary

​​​​​​​​The Manager of Disability Programs and Volunteer Services is responsible for the day-to-day operations of programming and overseeing the staff of the Community-Based Training Program (CBT), the Skills to Enable Personal Success Program (STEPS), Corporate Receptionist, the Coordinator of Disability Education, and the Coordinator of Disability Programming.

​This position will establish itself by being a Goodwill contact for the VR Nevada partnership, and through that partnership ensures efficacy in the receiving referrals in a regular flow. This position will also assist the Director of Disability Programming and Volunteer Services with CARF Certification requirements, the SWEP Program and gathering metrics for the yearly ASR reporting. The Manager of Disability Programs will also work with the Finance Team to submit and account for all authorizations submitted for payment to VR. ​

Responsibilities

• ​​​​​​​​​​​​​​​​​Takes direction from the Director of Disability Programming and Volunteer Services in programming and assessment, ensuring compliance with all CARF standards
• ​​​​Tracks and monitors reporting requirements for monthly reporting to Mission Services Management Team.
• Handles all CBT and STEPS scheduling of participants to ensure ratios are being maintained to hit projected weekly, monthly, quarterly and annual days of service.
• ​​​​Provides proactive leadership for direct reports working within assigned programs. This includes documentation, performance evaluation, and ongoing training.
• Handles Case Management of Current and Exited participants, meeting all internal and policies and procedures. Continuously evaluates and modifies best practices to align with evolving programmatic and regulatory systems.
• ​​Ensures compliance with all applicable procedures and policies in the CBT Program and STEPS Program through regular audits. This includes quarterly case file review, opening and closing participant files, and reviewing exits as they come into Goodwill.
• Handle training, as deemed necessary by the Director of Disability and Volunteer Programming.
• ​​Identifies and offers solutions for any gaps or inefficiencies in the delivery of services.
• ​​Collaborates with the Director of Disability Programming and Volunteer Services with VR of Nevada annual billing.
• ​​​​Collaborates with the Director of Disability Programming and Volunteer Services to monitor billing to ensure program goals are being met monthly and quarterly.
• ​​​​​​Works on special projects assigned by the Director of Disability and Volunteer Programming.
• ​​Participates in departmental, agency, and community meetings.
• ​​Ensures best use of technology in support of programmatic objectives and makes recommendations for related improvements.
• ​​​​Ensures compliance with all Goodwill policies provided in the Team Member Guidebook, Goodwill Industries International standards, CARF standards, and safety and security regulations with the entire assigned staff. ​
• Assists in any other projects or tasks as determined by management.

Core Competencies

Leadership	Apply the organization's core values to guide decision-making. Works well with others and encourages teamwork and development. Displays initiative. Self-confidence and motivating others. Fair and consistent when evaluating or modifying behaviors in others. Celebrates and rewards accomplishments.
Job Knowledge	Possesses comprehensive, functional, and technical knowledge and skills to perform at a high level of accomplishment. Discerning how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.
Accountability	Results-oriented. Set goals, accept responsibility for achieving results, and quality of work. Takes ownership, remedies errors, and learns from mistakes. Responds professionally to constructive criticism.
Communication	Possesses effective verbal/non-verbal, written, listening, and digital skills. Articulates complex and simple thoughts proficiently with colleagues, supervisors, direct reports, and customers. Effectively persuades and affects change.
Professionalism	Consistently conducts self in a competent, skilled, and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.

Job-Specific Competencies

Decision Making	Identifies and evaluate critical factors and alternatives. Anticipates outcomes and foresees logical consequences. Navigates risks and uncertainty. Seeks input from others. Persistent and makes difficult decisions objectively and pragmatically. Sought after for advice and solutions. Leans on the Director when faced with an obstacle to making the most informed decision.
Coaching and Development	Identifies developmental opportunities of others and recommends direction. Provides clear and specific performance feedback and correction. Mentors, coaches, recognize, and develop team members.
Delegation	Allocates decision-making authority and/or task responsibility to others. Trust individuals to perform. Sets expectations and monitors benchmarks of accomplishment. Holds individuals accountable.
Diversity, Equity, and Inclusion (DEI)	Supports and respects various cultural values, behaviors, and attitudes in all tasks and interactions. Appreciates contributions of individuals from different cultural identities. Engages in organizational DEI programs and training opportunities. Contributes to an inclusive work environment for all.
Interpersonal Skills	Displays effective verbal, nonverbal, and listening skills. Self-confident, positive, and adaptable. Build strong relationships and solicit feedback. Manages conflict and is receptive to feedback. When applicable, be proactive about issues that may develop and collaborate with the Director to make the best-informed decision. Empathetic and emotionally intelligent. Make the best decision for Goodwill but understand your audience.