Program Team Supervisor

Description

Background:

Tulsa Responds began in 2020 as a joint effort between Tulsa Economic Development Corporation (TEDC), the George Kaiser Family Foundation (GKFF), Atento Capital, LLC (Atento Capital) and the City of Tulsa in an effort to help Tulsa’s small businesses apply for emergency loans during COVID and has since evolved to provide a wide range of services to address needs in our community. Today, Tulsa Responds is dedicated to making a positive impact in the lives of low-income families by providing comprehensive enrollment services for key government benefits, free tax preparation services, and financial counseling. Our goal is to simplify and streamline the process of accessing essential programs that help families and individuals reach financial stability and independence. 

Position Summary:

Program Supervisors are responsible for day-to-day oversight of direct service team members assigned to their program (VITA-Volunteer Income Tax Assistance or Benefits-enrollment support for Medicaid, SNAP, and other benefits) which may include roles such as Navigators, Site/Project Coordinators, interns, fellows, and seasonal volunteers. The Program Supervisors work closely with their Program Manager, Operations team, and Tulsa Responds peers to implement high-quality client services and programming initiatives within their teams, responsible for performance feedback and development of staff, and accountable to facilitate day-to-day execution in alignment with the organizations mission, program objectives and priorities, and ensure adherence to approved procedures for delivering excellent quality and service to the Tulsa community.  

Responsibilities / Essential Job Function:

The following functions represent the majority of the duties performed by the position. The description is not meant to be all-inclusive or prevent other duties from being assigned when necessary: 

Program Team Leadership & Engagement:

• Supervises, coaches, and develops assigned program team members which may include Navigators, Site/Project Coordinators, and other direct service support such as interns, volunteers, etc. 
• Participates in recruiting, selection, and hiring processes for relevant direct service staff under the leadership and direction of the Program Manager and Operations resources. 
• Collaborates with training and quality/compliance resources to identify and implement relevant staff training and certifications within their team, and participate in monitoring compliance to procedures and quality standards.
• Fully understand and effectively implement people management tools and best practices such as clearly explaining job expectations and workplans, providing effective performance feedback and corrective/developmental conversations (in collaboration w/ Operations & HR guidance), problem-solving and conflict resolution (including appropriate notification & escalation to proper stakeholders), thorough employee record keeping and documentation. 
• Support implementation of organizational policies, goals, and practices; represent the context and strategies of a unified Tulsa Responds system and overall mission, objectives, and quality standards. 
• Ensure team adherence to ethical, legal, and safety standards of the organization, including confidentiality requirements and distinction of required reporting obligations as well.
• Accountable to be a role model of Tulsa Responds’ mission and culture, conducting all activities with integrity in alignment with principles and values of Tulsa Responds, Tulsa Community Foundation, and George Kaiser Family Foundation.

Program Implementation, Compliance, and Service Delivery: 

• Responsible for establishing work plans and schedules for their respective programs and proactively working with the Tulsa Reponds Scheduling Coordinator to define staffing plan.
• Reviews weekly time sheets of staff and appropriately manages time corrections, PTO, and timely approvals within the scheduling and payroll system.
• Proactively engages Program Manager and training & compliance resources to define and continuously improve processes, SOPs, and best practices to ensure consistent, high-quality service delivery and outcomes of the program.
• Monitors day-to-day implementation of program services, procedural compliance, and customer service to ensure quality and service standards are consistently met by team. 
• Conducts staff/team huddles, one-on-one meetings, and other communication methods to maintain effective and timely two-way transfer of information and alignment across team.
• Monitors data entry, documentation, and records management across assigned team, including proper utilization of software and databases to collect and maintain accurate and complete client and service data/information required.
• Maintains depth of knowledge in assigned program area, service requirements, regulations, and best practices. 
• Other duties, tasks, or projects as assigned. 

QUALIFICATIONS 

Education & Experience:

• High School diploma is required. Bachelor’s/Advanced degree or certification in nonprofit management, business administration, or other related field is strongly preferred.
• Minimum 1-2 years experience leading and directly supervising large, diverse teams to achieve program outcomes is required. 
• Proven track record of implementing procedures and workflows, evaluating delivery/results, and creating continuous improvement is required.
• Experience working with agencies, partners, and community resources serving diverse and underserved populations is strongly preferred.
• Proficient in Microsoft Office Suite and Google Workspace, with capability to quickly learn and utilize other relevant software (such as HubSpot, Asana, Slack) 

Competencies, Skills & Abilities:

• Effective communicator with strong oral and written proficiency, highly adept conflict resolution and interpersonal skills
• Exhibits the critical thinking, judgement, and professional maturity required to effectively navigate and facilitate challenges and unexpected circumstances to appropriate resolution
• Strong understanding of non-profit service delivery models and best practices, with ability to identify opportunities for continuous improvement
• Highly organized, with proactive approach to communication prioritization, and resource allocation to consistently meet deadlines and program objectives.
• High level of discretion with confidential information and compliance to regulatory/procedural requirements 
• Ability to build positive relationships with diverse individuals & communities using best-practices for engagement and customer service
• Demonstrated competency in creating and maintaining collaborative, inclusive, and engaging work environments and leading high performing teams
• Passion for Tulsa Responds’ mission and cultural competency to build rapport with individuals from a wide-variety of backgrounds, experiences, and communities 
• Ability to travel throughout the Tulsa area and occasionally work non-traditional hours and settings as needed.

Physical Requirements:

• Communicate: Frequent phone, in-person, and messaging communication via various platforms. Must be able to exchange information effectively and accurately in all elements of verbal and written communication. 
• Operate: Constant operation of computer, phones, and other office productivity tools.
• Willingness and ability to travel between program, client, partner, and other stakeholder locations as required.

Hours & Location:

• Position is based in Tulsa, OK at the Alameda central office located at 2174 S. Sheridan Road and requires travels to other partner sites/office locations as needed.
• Typical work hours are Monday – Friday from 9:00 to 5:00, with flexibility required for various events, meetings, and relevant business needs.