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Direct Assistance Program Manager

St. Louis, MO

Relocation expenses: Not paid

Full time
3 - 5 years of experience
Bachelor's Degree

Published on 1 Jan 2022

Expires on 1 Jan 2022

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Direct Assistance Program Manager

Project Overview and Scope of Work:

United Way of Greater St Louis has a one year contract to provide financial application services to the City of St. Louis. We are seeking a Program Manager to facilitate this service.   This role which manages the team which interact with applicants is expected to commence immedidately and be for 12 months. 

Job Duties

Responsible for executing functions to ensure meeting or exceeding contractual service agreements; executes on contracts to advance the mission and focus of the Community Response Department and United Way. Oversees and coordinates operations through functional team. General responsibilities include workforce scheduling, evaluating workflow and quality of work, compiling various programmatic reports, and liaison with government and contract entities.

  • Managing daily activities of the processing team
  • Hire, train and supervise application reviewers
  • Ensure assigned temps understand project, provide effective feedback and coaching
  • Ensure all service level agreements are met; including processing times, schedule adherence and customer service quality
  • Help lead weekly meetings with City leaders and UW leadership; may include development and/or leading agenda items, providing statistical information about program, identifying opportunities for improvements and more
  • Provide status and demographic reports to the UW and City
  • Works with UW Finance team and UW leadership to compile monthly reimbursement packets; includes gathering and reviewing of team timesheets and vendor invoices for approval
  • Serves as escalation point for team; answering questions, providing guidance and insight, providing final decision around eligibility determinations
  • Compile and review application related spreadsheets for concerns before sending to finance for payments
  • Support event planning activities

Job Duties:

  • Manage temp staff of 7
  • Performance evals
  • Escalations
  • Application processing efficiency reporting
  • Grant reporting
  • Planning and implementation meetings
  • Liaison with outside agencies 
  • Train new temps on multiple software platforms
  • Ensure assigned temps understand project, provide effective feedback and coaching
  • Promote a positive work environment for team; identify and work with Sr. Management to address any issues that are creating barriers to an optimal work environment for team
  • Attend and actively participate in leadership team meetings, offering ideas, insights and recommendations
  • Lead and implement internal programs/procedures that improve office morale and/or contribute to staff retention
  • Assist in developing communication strategies for project


  • Critical thinking, analytical and troubleshooting skills
  • Ability to perform; multi task and prioritize for maximum results
  • Coaching and mentoring
  • Relationship management
  • Advanced customer service and problem-solving skills
  • Excellent supervisory and strong interpersonal skills
  • Superior writing and editing skills
  • Self-starter; Demonstrated ability to perform independently with minimal supervision
  • Ability to anticipate problems/issues/concerns that could impact project success
  • Must have a bachelor’s degree; master’s degree a plus
  • Minimum of three years’ experience leading project implementation and external reporting

 Employment is contingent upon passing a screening for illegal drug use.

Due to the COVID-19 situation, employees may work from a remote location or the office. In the future, employees may work remotely up to two days per week.

United Way of Greater St. Louis is an Equal Opportunity Employer