Neighbor Services Manager

General Description: The San Antonio Food Bank Neighbor Services Program under our Food for Tomorrow strategy assists by providing direct neighbor services. The focus is to provide support in our 29-county service territory with food access information, education, and direct application assistance for federal benefit programs such as SNAP, Medicaid, CHIP, and TANF. The Neighbor Services Manager is responsible for the efficient execution of all in house services which includes our call center and walk-in operations while overseeing a total of 17 Case Assistance Navigators. This role ensures all necessary policies, procedures, and operational manuals are in place to meet all programmatic deliverables. In partnership with the Neighbor Services Outreach Manager the management team will be responsible for promoting program awareness and increase participation rates that align with SAFB’s broader programming. Primarily, this role will focus on building our Food for Tomorrow capacity through improved operational, programmatic, and financial strategies. The Neighbor Services Manager will track the utilization of programs and capacity for growth in each of our counties through regular reporting of metrics and data provided by Health and Human Services Commission (HHSC), Feeding America and Feeding Texas.

The San Antonio Food Bank is a member of the Community Partner Program (CPP). The CPP is a collaboration between the Texas Health and Human Services Commission (HHSC) and a statewide network of food banks, government, faith and community-based agencies and other social service organizations. Community Partners are trained and certified by HHSC to help low-income Texans apply for services utilizing the HHSC online benefit portal, YourTexasBenefits.com.

Qualification Requirements: To perform this job successfully, an individual must be able to meet and perform essential functions of this job responsibility/duty consistently. Ensure the data collection for all required reporting and provide reports timely, provide feedback to appropriate personnel and represent a professional and helpful presence at all times with an ability to adapt to programmatic changes to daily procedures. Incumbent will leverage understanding of cultural diversities and lead the growth of Federal Benefit Programs. This position affords an outstanding opportunity to positively impact enrollment of Potentially Eligible Persons (PEP) thereby improving long term food security.

Objective: Incumbent will work in conjunction with the Food for Tomorrow initiatives and the Neighbor Services Outreach Manager to ensure innovative strategies that increase access to benefits and awareness of programs to the community.

Essential Functions:

• Support, demonstrate and incorporate San Antonio Food Bank Mission Statement, Vision, and diversity goals into each job responsibility.
• Develop agreements to increase application assistance across our service area and identify opportunities to layer additional benefits to support clients.
• Provide on-going training, technical assistance and best practices to staff and organizations through webinar, conference calls and meetings to increase productivity and increase SAFB federal benefits program.
• Responsible for ensuring staff are trained in the processing of the various federal benefit applications.
• Create strategies that eliminate barriers for isolated communities to access federal benefit programs and ensure higher rates of process ready applications.
• Ensure compliance of program and contract deliverables for HHSC sub-contract services and grants and evaluate data to identify opportunities for new Neighbor Service programming.
• Ensure each neighbor is screened for all SAFB and HHSC programs in order to meet departmental goals and requirements.
• Maintain and communicate updated federal benefit policy revisions and modifications while demonstrating a thorough knowledge of all aspects of departmental operations.
• Responsible for strict adherence to all outlined protocols regarding application security systems.
• Develops systems and procedures for both walk-in and call center operations that effectively deliver services to clients.
• Ability to adapt to technology system up-dates for the purpose of improving work efficiency and improve neighbor services including PantryTrak/Freshtrak, Oasis, Mobilize and GSNAP.
• Attend and actively participate in all SAFB trainings and employee meetings.
• Must be well versed in all SAFB programs to ensure maximum education to audience.
• Ability to exercise good judgment, courtesy, patience, and tact in public and in problem solving.
• Availability to support teams and initiatives at times outside of normal business hours.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree in public policy, social work, business, or related field preferred. Three years of work experience may be substituted in lieu of a degree.
• Minimum of 3 years of experience managing full time paid staff wage-earning supervisory experience.
• Knowledge/exhibited compassion of hunger and poverty issues.
• Knowledge of racial justice, social equity, and systemic racism; sensitivity to issues and concerns of communities of color and other diverse groups.
• High level of emotional intelligence, political astuteness, diplomacy, and relationship building skills.
• Excellent written and verbal communication skills. Bilingual- English and Spanish (Preferred)
• Skills in computer applications i.e., word processing and database management.
• Ability to work independently with minimum supervision.
• Ability to organize work, time, and self, attention to detail, accuracy, and meeting of deadlines.
• Ability to work cooperatively with other Food Bank staff and volunteers.
• Ability to present a professional demeanor under a variety of conditions.

These statements are intended to describe the general nature and levels of work to be performed and are not intended to be an all-inclusive list of responsibilities and duties.

Physical Demands

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is constantly required to sit, talk, hear, keyboard, and utilize fine manipulation and near visual acuity. The employee is occasionally required to walk, utilize gross manipulation, push, pull, reach, and stoop. The employee must occasionally lift, and/or move up to 25 pounds.

Work Environment

This job is performed in an indoor office environment and occasionally may require attendance at outdoor events. You may be required to drive to different locations with varying conditions. The noise level in the work environment is usually moderate.