About Public Consulting Group
Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, technology, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG employs approximately 2,000 professionals worldwide—all committed to delivering solutions that change lives for the better. The firm has extensive experience in all 50 states, Canada, and a growing practice in Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.
PCG is seeking a highly organized, emotionally intelligent, customer service-oriented Family Services Operations Supervisor to manage the day-to-day activities for the CalWORKs Housing Support Program and Family Stabilization Program. This individual will be responsible for supervising, coaching and overseeing a team of Program Assistants and a Lead Program Assistant. This individual will play a critical role in overseeing all aspects our housing referral process, and ensuring our monthly metrics are met with 100% accuracy and timeliness. This role is ideal for an experienced administrative professional with excellent attention to detail, interpersonal and customer service skills.
Program Assistants are the first point of contact for our housing department and are responsible for answering a high-volume housing phone line, monitoring and handling Microsoft Outlook-based inboxes for internal and external referrals, contacting, and scheduling intakes for individuals referred to the Family Services department. The Family Services Operations Supervisor will ensure that Program Assistants explain program eligibility requirements clearly and accurately, answer questions for customers as well as referring partners and provide relevant resources for customers who are in crisis. The Family Services Operations Supervisor is also responsible for upkeeping the database of referrals, completing County paperwork, and utilizing the CalWIN database for data entry and reporting tasks. Program Assistants are also expected to provide general support and assistance as needed to the Family Services department. The Family Services Operations Supervisor will provide ongoing coaching, encouragement and accountability for their team members and take initiative to improve processes as needed or required. it is expected that he or she will effectively communicate and collaborate with case managers, supervisors, managers and contribute to a healthy, positive work environment.
San Diego County Residence is Required
Specific Responsibilities and Required Skills:
San Diego County Residence is Required
Required Education and Experience
A Bachelor’s degree with a minimum 2 years of customer services, particularly in human services. Customer service experience and handling a high-volume referral-based program strongly desired. Significant related experience may substitute for the educational requirements.
At least two years of leadership / supervisory experience.
Proficient with MS Office: Word, Excel, Outlook, PowerPoint.
Previous experience with data entry, and multicultural staff and customers is strongly desired.
Ability to speak a second language, particularly Spanish, Arabic or Haitian Creole strongly desired.
Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.