GOODWILL INDUSTRIES OF GREATER NEW YORK & NORTHERN NEW JERSEY INC.
JOB DESCRIPTION
Position Title: Manager of Orientation and Outreach
Location: 90-25 161ST Street Jamaica NY 11432
Benefit Classification: Full-Time Benefitted
Position Type: FLSA - Exempt
We are seeking an experienced and mission-driven Manager of Orientation and Outreach who will oversee all outreach, orientation, and assessment staff supporting the PACE program. This leader will ensure participants have a welcoming, informative first experience with the program, guide day-to-day operations of the outreach and intake team, and drive strong enrollment, orientation, and assessment outcomes. If you are looking to join our dedicated team as a Manager of Orientation and Outreach, we want to hear from you!
The Awesome Things You’ll Do
- Supervise, train, coach, and evaluate Outreach and Engagement Specialists and Intake, Orientation, and Assessment Specialists.
- Oversee day-to-day outreach, intake, orientation, and assessment operations to ensure smooth, timely participant onboarding.
- Develop and monitor outreach strategies and staff activity to meet enrollment and engagement targets.
- Ensure orientation content accurately communicates program expectations, public assistance rights and responsibilities, and compliance requirements.
- Oversee assessment administration (e.g., TABE and other approved tools) to ensure consistency, accuracy, and appropriate accommodations.
- Review and approve intake documentation, referral verification, and program eligibility determinations for accuracy and compliance.
- Monitor team performance against enrollment, orientation, and assessment KPIs and report outcomes to program leadership and funders.
- Ensure timely, accurate data entry across Salesforce, SEAMS, and other funder systems by all supervised staff.
- Identify and resolve escalated participant concerns, including safety or crisis disclosures, coordinating with the Social Worker and program leadership as needed.
- Conduct regular quality assurance reviews and case audits of intake, orientation, and outreach documentation.
- Coordinate scheduling, coverage, and workflow across the outreach, intake, and orientation team, including front desk and Metro/OMNY card distribution coverage.
- Collaborate with Career Navigators, the Social Worker, and Employer Engagement staff to ensure smooth participant transitions between program phases.
- Support recruitment, onboarding, and training of new outreach, intake, and orientation staff.
- Ensure team practices reflect trauma-informed, culturally responsive, and person-centered approaches, and that participant confidentiality is maintained.
- Complete additional duties and reporting as assigned by senior program leadership.
Activities are subject to change / be added to meet business needs with management approval.
Our Must Haves
- Bachelor's degree; Master's degree in social work, public administration, human services, or a related field preferred.
- 3-5 years of experience in workforce development, outreach, intake, or case management, including at least 1-2 years in a supervisory or team lead capacity.
- Experience working with individuals receiving public assistance and populations facing employment barriers (e.g., homelessness, substance use, mental health issues, or justice system involvement).
- Strong leadership, coaching, and team management skills.
- Working knowledge of HRA/public assistance compliance requirements and program systems (Salesforce, SEAMS).
- Excellent organizational, communication, and problem-solving skills.
- Ability to manage competing priorities in a high-volume, fast-paced environment.
- Bilingual English/Spanish preferred.
Special Working Conditions
- Position operates in a high-volume, fast-paced workforce development environment serving public-assistance populations.
- Requires oversight of multiple functions (outreach, intake, orientation, and assessment) and coordination across teams and shifts.
- May require occasional schedule flexibility to support orientation days, program events, audits, or payroll close-out periods.
- Work is primarily onsite, with potential for limited hybrid scheduling based on program needs and supervisory approval.
What We Offer
- Generous Time off policy to use when you need it
- Health, wellness and financial resources to help you achieve our personal goals
- Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance
- Retirement matching programs and contributions
- Transit and commuter benefits
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