Program Manager

Brief Job Description:
The Texas Health and Human Services Commission (HHSC) Access and Eligibility Services (AES) Texas Information and Referral Network (TIRN) department seeks highly qualified candidates to fill the position of Manager V for the 2-1-1 Texas Information and Referral Network (TIRN) within the Community Access section of the Access and Eligibility Services (AES) department.

AES is driven by its vision to provide an integrated and streamlined approach to connect individuals to services and supports that reduce institutionalization, allowing individuals to remain in their communities and promote economic and personal self-sufficiency. The ideal candidate will thrive in an environment that emphasizes innovation through new ideas, striving for excellence by taking pride in work, embracing differences as a source of strength, accomplishing more through partnership, leading by example, and learning for continuous improvement. TIRN strives to achieve its goals of delivering best-in-class customer service to clients and stakeholders; strengthening program oversight through quality management, integrity, and accuracy; seeking innovative ways to streamline and improve service delivery; creating and promoting a culture of excellence; and promoting departmental efficiencies and responsible stewardship of agency resources. 2-1-1 TIRN connects Texans to services by providing information and referral to community and governmental resources online at 211texas.org and by phone 24 hours a day, seven days a week. Our staff is well organized, able to multi-task, possess the ability to learn and improve continuously, able to thrive in a challenging, fast-paced, and evolving environment; and have excellent communication skills, a positive attitude, strong work ethic, and a desire to help others.

The 2-1-1 (TIRN) Manager V is selected and reports to the 2-1-1 TIRN Director. The Program Manager performs senior level managerial work providing direction and guidance in strategic operations and planning for 2-1-1 TIRN which includes assigning and supervising the work of others. Promoting and facilitating external and internal customer stakeholder relationships, quality management, data analytics, technical writing, contract-related review and monitoring, which may include assigned general legislative inquiry support, and consultative and project support. Supervising and providing direction and overseeing the work of others. 2-1-1 TIRN provides statewide information and referral services through 25 contractors in 25 regions established to service all 254 counties in Texas. The position supports and guides the statewide administration and leadership of 2-1-1 TIRN. 2-1-1 is highly visible with a broad mission, and active involvement from advocates, legislators, federal agencies, and the public and private sector. The work includes assisting with the 2-1-1 TIRN strategic plan and managing goals and objectives consistent with and in support of the HHSC strategic plan; developing policies; reviewing program and policy guidelines, procedures, rules, and regulations; establishing priorities, standards, and measurement tools for determining progress in meeting goals; and coordinating and evaluating program activities. Under the guidance of the TIRN Director, the Manager V reviews and monitors pertinent HHSC, state, and federal guidelines, procedures, and rules.

Working within the 2-1-1 Texas Information and Referral Network (TIRN) department within AES Community Access, this position is responsible for fostering communication and partnerships with Area Information Center (AIC) contractors, supporting multiple performance and analytic initiatives designed to measure, monitor, and improve the efficiency and effectiveness of 2-1-1 TIRN contracts, projects, legislative, and other services in support of our Area Information Center contracted stakeholders. Work involves coordinating, planning, initiating, and monitoring project tasks at various levels to completion. This position is part of the TIRN team and works primarily in group settings under general supervision.

The Program Manager, as directed, may interact with executive-level staff, support cross-department/division and stakeholder relationships, and provide, as needed, support to a variety of HHS program areas. This support may include: project support, contract performance support and monitoring, and identified training support; development and or edits of PowerPoint slides and; may include general legislative inquiry and other support, business planning; arrangement and directing of functional organizational assessments and surveys, including making recommendations to increase efficiencies or reduce risk; assistance with continuous improvement strategies; development and management of performance and data analytics related to projects; needs assessment and reporting methodologies assistance; developing and supporting multiple complex strategic initiatives at all stages of projects to ensure their successful planning and implementation; working with cross-divisional and cross-agency workgroups; developing reports, ensuring processes are well documented and filed accordingly, and updating related documentation necessary to communicate the progress and status of such initiatives to the TIRN Director, TIRN Manager and Leads, as requested; evaluating project risks, and recommending, and implementation and mitigation strategies to reduce risks, including disaster and emergency management related support meeting the standard of working within an essential departmental area.

The Program Manager position attends work on a regular and predictable schedule per the agency leave policy and performs other duties as assigned. The ideal candidate will thrive in an environment that innovates through new ideas, always demonstrates quality, meets specified deliverables and deadlines, builds and fosters stakeholder partnerships, applies attention to detail and timeliness, strives for excellence, embraces change, and always supports and encourages teamwork.  

Essential Job Functions:
EJF 1. (45%) Oversees program area activities, providing direction to others and supporting TIRN management in administrative-level tasks. Approves plans and actions to meet the goals and objectives of the program, including but not limited to providing guidance and direction to staff and implementing TIRN’s policies, procedures, rules, and guidelines affecting the overall functioning of the program. Manages and develops staff through the development of performance plans, review of performance data, consultation, training, and performance evaluations. Responsible for hiring and selection, assigning work, completing performance evaluations, recommending personnel disciplinary actions, and scheduling and approving leave. Plans, assigns, evaluates, and supervises the work performed by TIRN staff. Duties include but are not limited to ensuring tasks and/or special projects are performed and/or coordinated by staff with the appropriate expertise; reviewing task and project management reports to ensure completion; completing evaluations for all TIRN staff; and interviewing and hiring staff as appropriate to ensure adequate staffing levels. Stakeholder Engagement, Project Support, and General. Applying support to TIRN Stakeholder engagement, which includes regular approved communication, attending and participating in related meetings, assisting with and evaluating relations and support needs with external stakeholders through surveys, regular check-ins, and other means of staying current on support needs of AIC’s, and other valued partners. Project support and initiatives that vary in size, scope, and complexity. Consult with the TIRN Director regularly to align and help maintain project timelines, goals, objectives, documentation, and communication consistent with leadership direction. Applies regular participation and transparent, diligent communication strategies to assist in meeting project deliverables. Prepare quality written project reports, updates, summaries, and other documents as assigned or needed. Supports cross-departmental and division relationships and provides ongoing support to a variety of HHS program areas, as needed, to accomplish project goals. Under the guidance of the TIRN Director, reviews and approves the implementation of policies, procedures, rules, and guidelines; reviews and approves the use of evaluation tools to measure the progress; reviews and approves fiscal and productivity reports; forecast staffing, physical, programmatic and fiscal needs of the program; directing all evaluation activities of the program; provides updates to the TIRN Director.

EJF 2. (20%) Contract Support and General

Serves as a primary point of contact for Texas Information and Referral Network (TIRN related Contract monitoring associated tasks and support needs in work with internal and external stakeholders such as Area Information Centers (AICs), where assigned. Helps support in developing solutions to highly complex issues and concerns relevant to the contract monitoring process and collaborates with internal dependency areas to ensure success. Provides support in TIRN-related contract management, performance monitoring, and reviews, as needed. The position interacts routinely with HHS divisions and management, contractors, stakeholders, organizations, and other state agencies, as assigned. This position may as a primary participant in assigned workgroups and other programmatic contract activities. Plans, prioritizes, and performs a variety of technical research, policy support, program assessment, and administrative activities in the contract monitoring effort under the direction of TIRN management. Apply established performance measures for system reporting and implement associated process steps as directed. Assists in implementing effective techniques for evaluating stakeholders, including outcome-oriented performance management, and provides guidance to staff in the development and integration of newly approved methods and procedures; completes performance analyses and reports and recommends appropriate changes to 2-1-1 TIRN management and adheres to other contractual support duties as assigned.

EJF 3. (10%)

Legislative and General Support
May act as a point of communication for Legislative inquiries and associated duties, including response preparation for TIRN Director review and communication. Participate in support of TIRN-related HHS legislative initiatives, directives, and strategies by adhering to policies, procedures, standards, and manuals and creating efficiencies where opportunities occur in support of TIRN-related legislative needs. Consults with 2-1-1 TIRN Director and management staff regularly to review and complete legislative tasks accurately and promptly.  With the guidance of 2-1-1 TIRN management, acts as Liaison and facilitates the collection, organization, analysis, and preparation of 2-1-1 data and materials in response to requests for information, open records, and other related call data reporting inquiries. This includes preparing high-quality written reports, analyses, communications, presentations, summaries, updates, templates, and other documents as assigned or needed by the 2-1-1 TIRN Director or HHS division/program areas to support leadership in meetings and briefings. 
 

EJF 4. (20%) Internal Division Support; Programmatic
Supports or leads internal initiatives, including supporting the development of TIRN’s strategic plan and program priorities, including but not limited to utilizing the results of and, as necessary, conducting special studies and/or research to identify methods/processes/procedures that have a positive and negative effect on the program to determine areas of the program requiring change to ensure the overall efficient functioning of the program; 2-1-1 TIRN operational needs, quality practices for customer service excellence, and the preparation of reports of findings and recommendations. This includes conducting data quality checks, operational ,and analysis methodologies used to assess and mitigate risks, recommending and aligning with policies, procedures, standards, and documentation, and assisting in planning programmatic activities per TIRN leadership objectives and goals. Under the guidance of the TIRN Director, this may include reviewing and editing TIRN process and procedures, accreditation adherence and viable system for tracking for both AIC’s and TIRN, supporting and collaborating with HHSC Information Technology efforts or other internal agency area needs, reviewing and generating legislatively mandated reports. Participates in TIRN team cross-program and multi-agency workgroups and meetings as required by departmental goals and initiatives. Consults with the 2-1-1 TIRN Director, sponsors and/or governing/oversight entities, and Data Governance for effective workgroup goals, objectives, and deliverables and provides updates on progress to the 2-1-1 TIRN Director, as needed or requested.  Attains buy-in, support, and participation from workgroup members and external stakeholders. With guidance from the TIRN Director, may facilitate communication and coordination across multiple levels of the organization and partner groups to ensure TIRN goals are clear and objectives are met as requested and directed by 2-1-1 TIRN management. Reviews and approves coordination and collaboration for disaster and emergency reporting, planning, response, and recovery efforts; Emergency Management Protocols; maintains state office disaster response protocol; and supports the development of After Action report responses.

EJF 5. (5%)

May represent TIRN on a state, national, and local level, including but not limited to: making presentations and/or speeches at state and national conferences, seminars, and meetings; representing TIRN at high-level strategic planning and business continuity meetings related to the overall operations of the Health and Human Services Commission; and representing TIRN on boards, councils, and committees; when directed, may provide testimony before legislative committees, as needed. Performs other duties as assigned. Attends work on a regular and predictable schedule with the agency leave policy and performs other duties as assigned.

Knowledge, Skills, Abilities:

Knowledge of public administration and management techniques, statistical analysis processes, research techniques, and program management processes and techniques.

Knowledge of assigning duties and monitoring the work of others
Knowledge of supporting projects and participating in workgroups, contract monitoring support, and other related diligence. 

Knowledge of Legislative support relating to programmatic needs.
Knowledge of call data quality metric reviews.
Knowledge of conflict resolution techniques.
Knowledge of training procedures and techniques, education principles, practices, and techniques, learning management and learning content management systems, group processes, group dynamics, interpersonal relations, and instructional design and curriculum development.

Knowledge of generating and maintaining business partnerships with external stakeholders

Knowledge analyzing and evaluating policies, procedures, regulations, and laws and, summarizing complex information and issues, evaluating alternatives.

Knowledge of Health and Human Services programs, functions, policies, and systems.

Skill in reviewing, assessing, and providing feedback on performance.
Skill in serving as a liaison with internal and external stakeholders, contractors, and division leadership.
Skill in organization and follow-up skills including the ability to handle competing priorities and meet all deadlines and commitments
Skill in writing clearly and concisely for all audiences.
Skill in managing multiple and competing priorities.

Skill in Microsoft Office Productivity: Word, Excel, PowerPoint, Access, Project, Teams, SharePoint, MS Project, Visio and other software.
Skill creating and conducting presentations both verbally and in writing in meetings.
Skill conducting research, collecting, and analyzing data, identifying alternative solutions, and drawing logical conclusions.
Skill in critical thinking and problem solving.
Skill in identifying performance measures and conducting analysis using key performance indicators (KPI’s).

Ability to recommend strategies to increase efficiency and integration and identifying opportunities for implementing these strategies and assisting in developing plans for implementation.
Ability in working collaboratively and cooperatively with diverse groups.
Ability to speak and write with persuasion.
Ability in maintaining professional interpersonal relationships; building rapport.

Ability to work with people under pressure and resolve conflicts.
Ability to communicate complex information clearly to all audiences using concise written and verbal communications.
Ability to create, illustrate, edit, and summarize technical and business documents, and reports.
Ability to collaborate and work cooperatively and positively with team members.
Ability to actively contribute to group settings to complete tasks and meet goals.
Ability to plan and facilitate effective meetings with diverse internal and external stakeholders.
Ability in using performance measures and data to make recommendations for improvement.
Ability to professionally provide guidance, counseling, advice, and recommendations to managers and senior leadership.
Ability to serve as a lead worker providing direction to others, as needed.
Ability to manage multiple and competing priorities, work under pressure, and meet deadlines
Ability to work irregular hours and/or non-typical days, as needed.  

Ability to formulate learning objectives, develop training objectives, evaluate the effectiveness of training, and to assess training needs.
Ability to make oral presentations and communicate effectively orally and in writing.
Ability to create, analyze, and evaluate information and translate it into easily understandable and concise documents and oral presentations
Ability to ensure business processes and all written submissions are documented completely and accurately
Ability to perform as part of a team by contributing to the formulation of short and long-term goals, departmental and work planning, and developing effective communication strategies and relationships with others.
Ability to establish effective working relationships with staff at all levels within the organization, and with all stakeholders.
 

Registration or Licensure Requirements:
N/A  

Initial Selection Criteria:

1. Graduation from an accredited four-year college or university with major course work in a relevant to social service field is required. Experience and education may be substituted for one another one on a year to year basis.
2. A minimum of three (3) years progressive experience in a lead and/or supervisory role, managing/supporting, and providing program subject matter expertise.
3. A minimum of one (1) year of work experience in call center concepts and related industry standard peripherals, identifying and interpreting Key Performance Indicators (KPI’s), data metrics and reporting analysis.  
4. A minimum of one (1) year of work experience in analyzing user requirements, procedures, and problems to improve existing systems.

Additional Information:

N/A