CARES - Frontline Services Manager

Indianapolis, IN

Community Assistance, Response, Engagement and Supports CARES - Frontline Services Manager

The CARES Frontline Services Manager oversees the day-to-day operations and activities of the CARES Team, the staff responsible for eligibility-based program applications. This position provides administrative support, acts as a staff trainer; and performs related duties as required.

Essential Functions:

Program Management: Responsible for the day- to- day administration of eligibility- based programming such as Low-Income Home Energy Assistance Program (LIHEAP), FEMA, and Individual Development Accounts (IDAs). Ensures customers receive exceptional customer service and receive program benefits they are eligible for.  Identify ways for the program to be incorporated with other department and/or the larger Boner Center offerings.  Ensures all policies and procedures are followed and executed in accordance to program guidelines.  Monitors program performance to ensure compliance and all goals and objectives are met.  Work with department director to implement corrective action plans to improve performance.  Provides for the accurate collection of program data and submits timely reports as required by various funding sources and partner organizations. Personnel Management:  Supervises and evaluates the work of Eligibility Specialists engaged in determining eligibility of customers for assistance and services. Provides training and staff development; conducts group and individual employee conferences to discuss or interpret departmental rules, regulations, policies and procedures, and performance problems; identifies and resolves operational problems; receives and resolves employee complaints and makes recommendations to superiors on difficult and complex personnel matters. Ensures that staff maintains an appropriate work flow to meet department standards; develops and implements unit work goals and monitors progress toward these goals; coordinates activities to ensure quality control and timely completion of tasks and projects.

  • Accountabilities:  Ensures compliance with applicable rules, regulations, policies, and procedures governing eligibility determination, appeals, quality control, and other matters related to line operation of eligibility programs; provides direction and guidance in the appropriate application of policies and procedures to complex or unusual case circumstances; provides guidance in the use of various automated systems and related tools to meet processing and reporting requirements; receives and responds to inquiries from the general public and other agencies; responds to applicant inquiries.
  • Continuous Improvement:  Ensures optimal utilization of resources and maintain quality programming.  Works with department director and Project Manager to refine customer flow to ensure customers have access to needed services.   Works with others to continually identify areas of improvement. Effective evaluation of results. Works continually toward the improvement of the program. 
  • Marketing/ Communication: Ensures dissemination of marketing message and materials to prospects and applicants. 

Qualifications/Knowledge/Skills/Abilities:

  • Ability to maintain the confidentiality of information on each client.
  • Ability to communicate effectively with, and relate positively to clients, agency staff, and other organizations and social service agencies.
  • Ability to deal effectively with diverse groups.
  • Ability to work lead a team and work as a team member.
  • Ability to deal with confrontation in a constructive manner.
  • Ability to implement and help others concepts learned from training.
  • Ability to attend work site regularly to perform job duties and responsibilities.
  • Ability to flex schedule to meet demands at different times of season.
  • High school diploma or GED and at least 5 years administering eligibility-based programs.
  • Demonstrated ability to be a self-starter and work independently in a fast paced environment.
  • Skilled in Microsoft Windows & Office, web-based data management systems, and the Internet.


JOB CODE: CFSM