SERCO OF TEXAS - HEART OF TEXAS

SUMMARY:  Responsible for providing daily guidance and training to all staff at the SERCO-operated Workforce centers and for Directing the delivery of all client services and assuring performances are met and support projects by managing resources, providing operational insights, and ensuring alignment between project outcomes and business needs.

Resource Management and Allocation

• Allocate Resources: Ensure that the project has access to necessary resources, including human resources, equipment, and technology, without impacting operational continuity.
• Manage Resource Constraints: Work with project managers to resolve any constraints or conflicts related to resource allocation.

2. Support Project Integration with Operations

• Align Operations and Project Goals: Ensure that project objectives align with operational goals and the organization’s long-term strategy.
• Transition from Project to Operations: Facilitate smooth integration of project deliverables into ongoing operations, providing support to make deliverables sustainable within the operational framework.

3. Stakeholder Communication

• Maintain Stakeholder Relationships: Act as a liaison between the project team and operational stakeholders, ensuring that both parties are informed and aligned.
• Provide Operational Input: Offer insights and feedback from an operational perspective to help shape project planning, execution, and risk management.

4. Risk Management and Issue Resolution

• Identify and Mitigate Operational Risks: Proactively identify risks that may affect the operational side of the project or the integration of deliverables.
• Resolve Operational Issues: Address and resolve issues that impact operational continuity, whether they stem from project activities or broader organizational factors.

5. Support Continuous Improvement

• Contribute to Lessons Learned: Participate in post-project evaluations, providing feedback on the integration of deliverables and any operational insights that could improve future projects.
• Promote Process Improvement: Identify areas where project and operational processes can be optimized and work with the project team to implement changes.

6. Cost Management and Budgeting

• Monitor Operational Budget: Manage operational budgets and ensure that any impact from the project on operational finances is minimal or within acceptable limits.
• Collaborate on Cost Control: Work with project managers to align cost control measures with operational efficiency.

7. Support Change Management

• Facilitate Organizational Change: Support the organization’s adaptation to changes introduced by the project, including training, process adjustments, and communication.
• Ensure Consistency in Operations: Maintain stability and consistency in operations while adapting to changes brought by project outcomes.

8. Quality Assurance and Compliance

• Maintain Operational Standards: Ensure that project deliverables meet operational quality standards and compliance requirements before they transition to ongoing operations.
• Ensure Compliance with Regulations: Confirm that all operational activities influenced by the project adhere to organizational policies and external regulations.

DUTIES & RESPONSIBILITIES:

1. Supervises SERCO and non-SERCO staff.  Directs all client services of the workforce centers.
2. In collaboration with the Project Director coordinates program and personnel matters with designated entities such as TWC, TDHS, TANF, etc.
3. Implement all workforce funding source rules and regulations as set by governing agencies including, but not limited to, Department of Labor (DOL), United States Department of Agriculture (USDA), Texas Workforce Commission (TWC) and Workforce Solutions for South Texas (WSST).
4. Responsible for staffing the SERCO workforce centers consistent with the One-Stop system and plan.
5. Cross-trains staff in the different functions and services of the career centers.
6. Responsible for conducting in-house program audits on a routine basis to ensure contractual compliance.
7. Ensures that all customers, employers, job seekers, and students, are being served in a business, respectful and deserving manner. Through data analysis and research.
8. Provides a customer user-friendly environment at the career center.
9. Ensure that all areas of the Workforce Centers are operational.
10. Coordinates the outreach, recruitment, and marketing of the center services.
11. Ensures the performance levels are being met for the universal and targeted population.
12. Coordinates the flow of client services through meetings with center staff.
13. Establishes new linkage with community organizations and employer networks to secure supportive services.
14. Evaluates the service delivery system and provides input and feedback to the Project Director.
15. Supervises the intake/eligibility staff, career counselor, customer/business service representatives, and other employees assigned to the center.
16. Coordinates all management aspects of personnel, finance, purchasing, facility operations, and other management issues with appropriate staff.
17. Submits site and weekly reports in support of management goals and objectives to Project Director.
18. Develops and delivers specific integration plans and oversees the improvement of community partnerships with focus on employer-driven workforce system to further improve performance and ensure partners are oriented to the SERCO model.
19. Establish community presence and increase outreach for workforce centers by appropriate community participation.
20. Plan and implement actions for continuous improvement.
21. Coordinate all management aspects of personnel, finance, purchasing, facility operations, and other management issues with appropriate staff.  Create and implement center systems and protocols that support all aspects of expected service delivery, customer service, budget, expenditure plans, performance attainment, quality and adherence to compliance. 
22. Develop and implement survey instruments to enable evaluation and monitoring of system performance including: Employer, Job-seeker, Partner Satisfaction Surveys, Community Partnership Council Surveys, Enterprise Seminar Surveys, and Community Focus Group Surveys.
23. Coordinate the flow of client services through meetings with center staff.
24. Facilitates compliance with contract provisions for each funding source
25. Oversight and management of workforce center.  Responsible for daily service delivery by   ensuring resources levels are adequate.
26. Works on business plans and their implementations.
27. Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Graduate from an accredited college or university with a Bachelor’s Degree in Business or the Social/Behavioral Sciences.
• Minimum of three (3) years management experience with knowledge in the workforce development system or similar setting.
• Working knowledge of WIOA, TWC rules, HB 1863 and other applicable legislation affecting the workforce development system.
• Bilingual (English/Spanish) preferred.

DESIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Must possess a valid Texas Driver’s License and provide automobile liability insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within the service area.

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• PHYSICAL DEMANDS: While performing duties of the job, employees is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extend periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
• WORK ENVIRONMENT:  Fast paced, demanding physically and mentally, will be in constant communications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.