Benefits Program Manager

Background:

Tulsa Responds is dedicated to making a positive impact on individuals, families, and communities in Tulsa County by providing free and easily accessible support for tax filing, comprehensive enrollment in publicly funded benefit programs and financial counseling. They increase reach and convenience by offering assistance in English and Spanish at a main central site and several partner locations. Together in collaboration with local non-profits and public agencies, Tulsa Responds simplifies enrollment in programs that increase opportunities for financial stability and economic mobility. 

Position Summary:

Program Managers function as collaborative members of Tulsa Responds’ management team, participating in the development of organizational strategies, effective communication and implementation, as well as unified leadership of our work environment and culture. Each Program Manager is responsible for leading an assigned program (VITA, Benefits, Financial Empowerment Center) and is accountable for the planning and execution of programming and services, developing and leading program teams, and continuously improving processes and procedures to deliver 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: 

Tulsa Responds Management Team:

• Works in collaboration with program manager peers, operations leaders, and Executive Director to create plans and implement organizational priorities, ensure continuity of processes and effectiveness across Tulsa Responds programs, proactively managing overlap or conflict that may arise with timelines, resource capacity/assignments, partners, etc. to maintain efficient processes, quality service delivery, and strong community relationships.
• Participates in establishing and implementing protocols for internal problem-solving and process improvement, suggestion/complaint management, client relations & resolving service challenges, and crisis-management plans, ensuring clear reporting / escalation requirements and engagement of proper resources within expected timelines for optimal resolution. 
• Supports organizational budget development and funding/grant strategies by preparing program-level inputs and coordinating across the management team and internal finance & grants administration resources to effectively manage financial stewardship processes with TCF & GKFF.  
• Builds and maintains relationships and communications strategies with program partners and stakeholders, community partners, coalitions, vendors, and other providers to uphold TR brand, reputation, and impact. 
• Maintains the integrity of Tulsa Responds leadership decisions and communication practices, representing alignment of rationale, purpose, and ownership (actively resolving divisiveness, deflection of accountability, or other inferences that damage trust).
• Accountable to be a role model of Tulsa Responds’ mission and culture, conducting all activities with integrity in alignment with principles and values of the organization, Tulsa Community Foundation, and George Kaiser Family Foundation.

Program Management: 

• Responsible for developing recommended strategies, initiatives, and work plans for their respective programs, effectively supervising assigned teams in alignment with Tulsa Responds’ overall policies and priorities defined by the management team.
• Develops recommendations for annual program budgets based on programming and resource needs, monitors expenditures and cost-effectiveness of program, making financially sound decisions in collaboration with the TR, TCF, GKFF finance resources and management team. 
• Participates in identification and evaluation of relevant grant opportunities, provides content for applications, ensures implementation of grant requirements, reporting, and compliance.
• Define marketing and communication needs to effectively support of program goals and initiatives (such as program messaging and timing to inform target client/communities, social media content and engagement, inform/advise/participate in outreach strategies led by CE Specialist) and coordinate with management team to create unified TR strategy & execution. 
• Responsible for building and maintaining an effective program team utilizing approved TCF/Tulsa Responds systems and processes for selection and hiring, training, performance feedback & development, and people management/supervision methods to ensure quality service delivery and positive work environment/team culture.
• Coordinates with Operations Team and training & compliance resources to establish effective processes, SOPs, and best practices for program teams, and monitors training effectiveness, day-to-day performance and compliance to requirements, and oversees continuous improvement.
• Leads program team meetings, establishing clear expectations regarding priorities, work plans, and timelines to facilitate effective implementation, accountability, and outcomes.
• Tracks progress of program initiatives, monitors pre-defined and approved KPI’s, and regularly reports progress and collaborates with management team to adjust action plans, resources, and timelines as necessary to reach goals.
• Oversees documentation and records management, including proper utilization of software and databases to collect and maintain accurate and relevant program, client, and service data/information to meet quality, compliance, tracking, and reporting needs of the program.
• Prepares internal and external program reports needed for grant compliance, funder updates, community partners, and other program updates as needed. 
• Maintains depth of expertise in programming and service requirements, regulations, and best practices. 
• Other duties, tasks, or projects as assigned. 

QUALIFICATIONS 

Education & Experience:

• Bachelor’s degree in nonprofit management, business administration, or other related field is required (or equivalent of education and professional experience in related field).  
• Minimum 3 years experience leading and managing a team to achieve program outcomes is required. 
• Proven track record of creating effective programming, procedures and workflows, and delivering results through direct service teams.
• Experience working with agencies, partners, and community resources serving diverse and underserved populations.
• 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 and strategic systems approach to defining processes, workflows and programming, with a continuous quality improvement and data-driven mindset
• Highly organized, with proactive approach to planning and prioritizing time and resources to consistently meet deadlines and program outcomes; proficient project management skills
• 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 and inclusive 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 8:00 to 5:00, with flexibility required for various events, meetings, and relevant business needs.