Assistant Director of Program Support

Dallas, TX, United States

Job Details

Job Location

Dallas Children's Advocacy Center - Dallas, TX

Position Type

Full Time

Education Level

2 Year Degree

Travel Percentage

Negligible

Job Shift

Day

Job Category

Nonprofit - Social Services

Description

The Dallas Children's Advocacy Center is seeking an experienced Assistant Director of Program Support to lead and manage ourPrograms Administrative Support Services Department.

GENERAL DESCRIPTION: Supervises and coordinates the activities of the Program Support team, ensuring excellent customer service for the clients, visitors, and employees who interface with the client support services provided by the Program Support team.

Number of Staff Supervising, and positions:

Team Lead, Program Support (1)

Client Services Associate (4)

Receptionist (1)

Records Management Associate (1)

ABOUT DCAC : The mission of Dallas Children's Advocacy Center is to improve the lives of abused children in Dallas County and to provide national leadership on child abuse issues. DCAC is a non-profit organization and the only agency of its kind in Dallas County, working in agreement with public and private agencies to investigate, prosecute, and provide healing services for child abuse cases in Dallas County.

We reduce the victimization of the child, remove barriers to investigation and treatment, and enhance criminal prosecution with our distinctive multidisciplinary and united approach to these complex and severe cases, all at no cost to our clients. Each year, DCAC serves over 13,000 children and their non-offending family members.

We are a national and international leader in the Children's Advocacy Center movement, recognized for our expertise in the identification, investigation, and prosecution of child abuse cases; cutting-edge clinical services and programs for the victims and their non-offending family members; and our community and professional training programs.

Everyone involved in DCACs work shares a common set of core values:

The children come first in all that we do.

We operate as a seamless team.

Each of us acts with a servants heart.

In 2018, DCAC was named a Best Place to Work by Dallas Business Journal.

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES:

Supervision and Support:

Provides supervision, professional development and mentoring to Program Support staff.

Leads employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.

Ensures staff are informed and follow agency and department policy and procedures.

Identifies areas where processes lack or need adjustments to ensure optimal services are provided by Program Support team.

Reviews and prepares annual goals and performance evaluations of Program Support staff with the Director of Performance Outcomes and Program Support and presents the reviews to staff on an annual basis.

Ensures staff are trained and operate in compliance with staff manuals, processes, and procedures through ongoing monitoring of their work, including at least monthly review of data entry, reports, and feedback from program teams.

Reviews, researches, investigates, and escalates issues regarding the client case management database system.

Investigates and resolves escalated client or visitor issues related to all Program Support team areas of operation to include client interactions, waiting rooms, and interview areas.

Supervises the translation and interpretation rotation; work with direct client services team for their requests of a bilingual (English/Spanish) speaking Program Support team member to interpret for an interview, therapy assessment, or forensic interview; manage the translation process to ensure the services are being provided to the requestor and the administrative team members are sharing the responsibility. May serve as back-up translator when others are unavailable.

Investigates and resolves client transportation issues related to Ubers, Lyfts, taxicabs, or other modes of transportation when a client reports any issues with the transportation services provided by DCAC.

Manages employee work schedules and PTO (paid time off) to always ensure coverage as well as adherence to agency policies.

Creates and facilitates training and on-boarding for new hires.

Leadership

Provides two-way communication to Director of Performance Outcomes and Program Support about team needs, trends, challenges, and successes.

Acts as a positive communicator to Program Support Team about issues, policies, procedures, and shifts that may impact the team.

Works with the human resources department to recruit, interview, select, hire, and employ an appropriate number of employees.

Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization.

Fosters a spirit of teamwork and unity among Program Support team members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, solution-focused thinking, and working effectively together to enable each employee and the department to succeed.

Supports staff wellness through CE-CERT (Components for Effecting Clinician Experience and Reducing Trauma) and debriefing.

Assists the Director of Performance Outcomes and Program Support with implementing strategies to improve or enhance the flow and efficiency of client services.

Interfaces with other program team leadership to ensure the Program Support team is providing excellent and appropriate services to the various programs they support.

Participates in leadership meetings with Assistant Director's to review, update, or create client flow, data health, and general office processes and procedures.

Other Duties:

Serves as Custodian of Records, including accepting and signing for subpoenas addressed to the Custodian of Records, approving all documents created by Records Management Specialist as required to adhere to legal processes, and testifying in court regarding subpoenas received and documentation from DCAC.

Participates in professional development training related to current role.

Serves as back-up coverage for all Program Support roles as needed.

Attends and participates in monthly staff and supervisor meetings.

Attends and participates and/or volunteers at the annual Crimes Against Children Conference.

Other duties as assigned.

Qualifications

Education and Experience: Four (4) years of high-level administrative experience and 3 years of supervisory experience required. Prior Experience in receptionist roles preferred. Associate degree from an accredited university in related field required. Bachelor's degree preferred. Experience with client database preferred. Bilingual preferred.

Knowledge, Skills, and Abilities:

Strong supervisory skills

Knowledge of general administrative services responsibility and duties processes.

Knowledge of common software and database systems related to administrative duties.

Skilled in time management, communication, organization, and attention to detail.

Skilled in Microsoft Office Suite (intermediate).

Skilled in handling escalated issues via phone and in-person.

Ability to problem solve and critically think in a fast-paced environment.

Ability to provide written and verbal feedback and coaching to staff.

Ability to plan for and keep track of multiple projects and deadlines.

Ability to mentor and demonstrate and provide excellent customer service in busy and sometimes challenging environments.

Ability to motivate, lead and develop the administrative team.

Ability to bring others together to try and reconcile differences and uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Ability to establish and maintain professionally challenging achievement goals and exerting effort toward mastering tasks and a willingness to take on responsibilities and challenges.

Ability to maintain client confidentiality and ensure team members maintain client confidentiality.

Ability to maintain and follow all HIPAA guidelines to ensure client protection and confidentiality.

Excellent presentation and communication skills, both written and verbal.

Demonstrated ability to work with all levels of employees, board members, partners, and community.

WORK ENVIRONMENT:

Work Location : All work must be performed in the office due to client confidentiality.

Mental and Physical Abilities : Duties are usually performed seated with occasional periods of standing or walking. Limited physical effort is required associated with lifting and carrying objects (less than 25 lbs.).

Working Conditions: Work may be performed but is not limited to an office environment.

Essential Functions : This job description should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.

Core Values:

Must demonstrate/live our organization's core values: 1. Put the child first in all we do, 2. Operate as a part of a seamless team, 3. Work with a servant's heart.

DCAC is proud to be an Equal Opportunity Employer and we believe in an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

BENEFITS:

100% Paid Employee Health Insurance-PPO

100% Paid Employee Dental Insurance

100% Paid Short Term Disability

100% Paid Long Term Disability

100% Paid Basic Term Life and AD&D Benefits (one times your annual earnings up to $50,000)

Vision Insurance through Superior Vision

Pet Insurance through Nationwide

Legal Services through Freshbenies

Flexible Spending Account

Dependent Spending Account

Six (6) weeks' of paid Parental Leave

Employee Assistance Plan (EAP)

Health Advocate

WellVia Teladoc Program

403b Retirement and Contribution Plan with up to a 4% employer contribution

Supplemental Insurance: Accident Insurance, Hospital Indemnity Insurance, Critical Illness Insurance

Bilingual Stipend (English/Spanish) of $2,700 annually

Cell Phone Stipend

10 Paid Holidays

2 Floating Holidays

14 Wellness Days

10 Vacation Days

DCAC participates in the Public Service Loan Forgiveness Program (PSLF)

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