Supervisor, WCD Programs

Primary Responsibility / Summary

Drive program success by overseeing a portion of the program team to consistently surpass participant support and case management standards, engaging with internal and external stakeholders, effectively track budgets, and ensuring compliance with organizational and program requirements. Serve as an additional case management resource when necessary for case load balancing and program performance goals.

Essential Duties & Responsibilities

Staff Supervision & Development:

• Lead and develop a high-performing team by overseeing all aspects of participant support, training, and case management, conducting constructive performance appraisals, facilitating employee development, and ensuring fair and effective conflict resolution, to consistently exceed enrollment and placement goals for portion of the program team coaches/specialists.
• Deliver targeted participant coaching/case management services, when needed.
• Track individual and team success by generating regular reports that clearly document the progress of key objectives.

Program Management & Operation:

• Resolve participant concerns efficiently by managing case management related complaints and strategically escalating complex issues to the Manager, WCD Programs for further support.
• Centralize participant support by expertly coordinating supportive services requests across all programs.
• Oversee coordination between program staff and Business Services to ensure participant referrals, employment plans, and job-readiness documentation are complete, accurate, and transitioned in a timely manner.
• Strengthen training quality by developing key relationships with training partners and conducting thorough site visits to ensure strict compliance with requirements. Shape collaborative agreements by actively participating in the negotiation and execution of Memorandums of Understanding (MOUs) and Letters of Partnerships (LOPs).
• Steward program funds by diligently monitoring participant-related expenditures to ensure timely budget utilization, and by carefully reviewing and approving check requests and eligibility for supportive services.
• Assure information integrity through the monitoring of accurate entry of participant and employer data within internal and external case systems. Uphold compliance standards by monitoring case documentation against grant and organizational requirements and by conducting weekly file review roundtables

Quality Assurance:

• Champion continuous improvement by collaborating with the WCD Operations team to implement effective enhancement strategies.
• Monitor the accuracy, completeness, and timeliness of participant documentation in case management systems, ensuring data integrity across all program activities.
• Ensure compliance with internal policies and external funder requirements by regularly reviewing case files, identifying issues, and coordinating corrective actions as needed.
• Evaluate service quality and participant experience, providing coaching and feedback to program staff to improve consistency and effectiveness of service delivery.
• Support the preparation and review of performance reports, dashboards, and updates by validating data and ensuring alignment with program and reporting requirements.

Safety & Security:

• Ensure a safe and compliant work environment by identifying potential hazards, reinforcing adherence to organizational safety policies, and ensuring timely reporting and resolution of safety concerns.
• Monitor and reinforce safe work practices across the team, addressing risks and ensuring staff consistently follow established safety standards and protocols.

Additional Duties & Responsibilities:

• Perform other duties and special projects as assigned. 

Travel Requirements:

• This position requires travel (25% to 50%) within Southern California; a valid CA driver's license and state-required auto insurance are necessary. Driving records must be acceptable by the company’s insurance vendor.

Supervisory Responsibilities

• Directly supervise WEX Trainees, Assistants, Coaches, and Specialists, providing day-to-day leadership, direction, and support to ensure consistent execution of program services.
• Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, scheduling and timekeeping, directing work; appraising performance; rewarding, developing and disciplining employees; addressing complaints and resolving problems.

Education & Experience

• Associate degree or equivalent from two-year college or technical school preferred.
• 2-3 Years of managerial, supervisory experience.
• Experience working with individuals with barriers to employment.
• Workforce Development experience preferred.

Pre-Employment Testing

• Drug Screen
• Background Check
• Employment Verification
• Live Scan
• Professional Reference Check
• MVR
• LEIE

Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Goodwill gives preferential consideration to persons with barriers to employment.   Persons with disabilities are encouraged to apply. 

Equal Employment Opportunity

Goodwill is committed to a policy of equal employment opportunity for applicants and employees. 
Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law.  

Nondiscrimination on the Basis of Disabilities

In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability.   Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.   We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant.  

It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment.  If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. 
Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.