Product Support Specialist Jobs in New Hampshire

The goal of the NH Employment Program (NHEP) is to assist Temporary Assistance for Needy Families (TANF) participants in providing workforce development services focused on activities that will assist them with achieving continued upward economic mobility. The CAPHR Career Advancement Services program was established to assist current and Post-TANF/NHEP participants, along with participants in the Disregard Program, with obtaining career advancement, support services, and opportunities to achieve continued upward economic mobility.

The CAPHR Field Support Manager (FSM) oversees the day-to-day performance and supervision of assigned Career Advancement Services staff, including CAPHR Career Advancement Counselors and CAPHR Job Developers within their assigned region, ensuring effective service delivery and staff accountability. The FSM provides technical assistance and policy clarification; conducts quality assurance auditing; researches and analyzes program performance data; participates in the establishment of program priorities; and provides management support to the Career Advancement Services program.

SUPERVISION RECEIVED: Works under the direction of the CAPHR Workforce Development Operations Manager.

SUPERVISION EXERCISED: Provides direct supervision to CAPHR Career Advancement Counselors and CAPHR Job Developers.

RATE: $27.72 (Experience will be considered)

JOB RESPONSIBILITIES:

• Conduct on-site and/or remote supervision of CAPHR Job Developer and CAPHR Career Advancement Counselors to ensure correct application of policies and procedures while meeting performance measures.
• Initiate corrective action to ensure performance measures and program goals are met.
• Supervises daily field operations of the program to ensure consistent utilization of best practices, effective service delivery, and efficient resource allocation and utilization.
• Supervises and evaluates the work performance of program staff. Responsible for personnel actions including assigning work, conducting performance appraisals and corrective action planning, resolving personnel problems, interviewing and selecting new staff, disciplining staff according to agency and/or department policy, identifying training needs, and assuring timely staff development.
• Monitors staff case management.
• Oversees the collection and analysis of data to reduce case errors and improve participation and meaningful engagement.
• Analyzes and evaluates performance data for CAPHR Job Developers and CAPHR Career Advancement Counselors to identify unit productivity, program strengths, deficiencies, and individual training needs. Develops and implements corrective action plans to address findings and ensure federal monitoring requirements are continuously achieved.
• Evaluates the operational impacts of automated statewide benefit and service payment systems (New Heights and NH Bridges) on NHEP, and coordinates with other divisions and bureaus to ensure agency and program priorities and needs are represented and achieved.
• Develops and provides specialized training to CAPHR Career Advancement Counselors, CAPHR Job Developers, and partner agency supervisors in program policy, procedure and work methods, including developing and delivering training for all assigned staff.
• Identifies and resolves interagency communication and coordination issues between BES program staff and community agencies to streamline service delivery and ensure effective resource and contract utilization.
• Identifies local program resource shortages and coordinates with employers, community leaders and agency directors to develop and implement new initiatives and services to ensure an adequate array of services are available.
• Monitors and evaluates CAPHR Career Advancement Services program, automated system processes, business processes and work methods for specialized units, and agency and program initiatives for effectiveness and impact. Analyzes operational and statistical data. Develops and implements short-term and long-term Employment Plans to achieve federal monitoring’s, agency service goals, and program objectives.
• Works with the Bureau of Employment Supports (BES) management team with any issues or concerns relating to referrals.
• Must possess a valid driver’s license and be able to travel when needed.
• Will maintain professional boundaries with all current, past, and prospective clients, and maintain the confidentiality of clients and staff, in accordance with CAPHR policies and procedures.
• Abide by all CAPHR policies and procedures.
• Present professional and positive image as a representative of CAPHR.
• Responsible for having adequate knowledge of all CAPHR programs and will gather sufficient intake information to make referrals to other CAPHR programs which are beneficial to the client and his/her family.
• Perform other related duties as required.

REQUIRED SKILLS AND ABILITIES:

• Strong organization, detail and analytical skills with ability to prioritize work to ensure that multi-faceted programs are operating effectively.
• Ability to work effectively with minimal supervision.
• Effective communicator, including superior written and oral and communication skills.
• Strong interpersonal skills.
• Ability to motivate and energize staff.
• Demonstrated ability to work as part of a team (with internal and external customers) to ensure quality outcomes are achieved.
• Ability to understand and implement internal policies and procedures.
• Creative thinking, and effective problem-solving, judgment and decision-making skills.
• Ability to understand, analyze, and act on data gleaned from complex statistical reports.
• Must be available to the regional locations statewide.
• Understanding of workforce development concepts, principals, and strategies.
• Valid driver's license and/or access to transportation for use in statewide travel.

PREFERED EDUCATION AND/OR EXPERIENCE: Bachelor’s degree from a recognized college or university, with a major study in Public Administration, Business Administration, Social Welfare, Human Services, Education, Social Sciences, or Counseling. Each additional year of approved formal education may be substituted for one year of required work experience.

Six years’ experience in public assistance or public assistance work programs, plus three years in a supervisory or management level position in any occupational area. If related to the program area, the supervisory or management experience will count as part of the six years total experience. Additional years of relevant work experience may be considered in lieu of education.

PREFERRED EXPERIENCE:

• Thorough working knowledge of NHEP and DHHS policies and procedures.
• Workforce development experience, including knowledge of NHEP, DHHS/BES, NHES and related partner agencies.
• Strong working knowledge of New Heights, Bridges, and ETS Services.
• Experience in design, implementation, and oversight of projects/programs.
• Experience in supervision of staff.