Text Size: SmallMediumLarge

Manager of Outreach Services and Community Engagement - Michigan, USA

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manages full time Field Services Team that ensure timely quality follow up for all Graduates including those from foreign countries.
  • Directs and coordinates agency contacts across identified key markets ensuring education and contact is completed in timely and constructive manner.
  • Ensures timely and effective team member resolution of client complaints by monitoring call back strategies with accurate documentation.
  • Conducts in-home assessment and client follow-up within assigned region as needed. 
  • Visits agencies within identified strategic markets to meet with potential clients and to interact with orientation and mobility professionals to promote Leader Dog programs.
  • Collaborates with philanthropy and marketing to identify  and execute additional opportunities to market Leader Dog programs to potential clients.
  • Manages graduate communication, engagement and outreach to develop a community of Leader Dog graduates to support in the promotion of Leader Dog programs and services
  • Utilizes metrics to make recommendations for continuous quality improvement in the Client Services and Field Services areas.
  • Responsible for the effective utilization of a Voice of the Client Advisory Team (VOCAT).  
  • Monitors pre-class education program for applicants and clients that prepares individuals for instruction and expectations for training.
  • Recruits, mentors, develops and successfully manages a team to achieve the strategic objectives and the present and future needs of the department.  Leads team members using a performance support process including goal setting, feedback, and development.
  • Oversees all auxiliary client resident services ensuring highest level of satisfaction.
  • Maintains letters of agreement and contractual process with foreign schools or service providers to ensure follow-up with those clients.
  • Collaborates with the volunteer engagement department to identify the need for volunteers as well as interviewing, training, and providing on-going supervision and feedback, support and recognition of volunteers working within the department.
  • Performs other duties as assigned.

 

EDUCATION AND EXPERIENCE

Bachelor’s degree plus a minimum of 3 years of related experience required.   Previous experience in a managerial role required. Must have successfully completed an IGDF recognized Guide Dog Mobility Instructor Program; Additional years of experience may be substituted for the university requirement.

 

KNOWLEDGE, SKILLS AND ABILITIES

 

  • Ability to generate ideas, strategies, create business plans, measure ROI and assist in putting it into action/implementation.
  • This position has a high degree of customer service and must be in tune with customer needs & desires, and work to lead the organization in meeting and measuring identified needs and desires.
  • Must possess strong interpersonal skills, high creativity, and organizational savvy to manage change in complex organizational environment.
  • This position may be required to be on campus when deemed necessary at the direction of management.
  • Ability to work variable shifts and times if needed. Must have the ability to travel extensively and independently. Overnight travel required.  Travel by various means including via airplane and car required. 
  • Must possess a valid driver’s license, chauffer’s license and passport if needed for international travel.
  • Must be proficient in latest version of Microsoft Office products.
  • Must maintain the security and protection of all client services data and information.
  • Ability to provide thoughtful leadership on both strategic and tactical aspects of projects.
  • Demonstrated strong problem-solving, analytical and critical-thinking skills.
  • Ability to adapt to unforeseen circumstances and to resolve conflict with minimal assistance.
  • Ability to exercise good judgment, take initiative and make recommendations in resolving problems and provide guidance to other staff.
  • Excellent project management skills with ability to prioritize multiple activities both independently and in a team environment, influencing across technical and operational functions.
  • Commitment to working with shared leadership and in cross-functional teams.
  • Ability to work in a fast-paced, deadline driven, changing environment, manage multiple demands, work well under pressure, and work independently.
  • Must possess sound business judgment, exercise professional conduct, understand and follow business ethics and standards, and maintain a high level of confidentiality in all duties.
  • Must be willing to perform general public relations duties on behalf of Leader Dog (perform tours, answer general questions, be a professional and courteous representative of Leader Dog, etc.).
  • Must be able to establish and maintain professional, productive and courteous interactions with employees that promote positive teamwork, as well as with volunteers, donors, clients and all constituents of Leader Dog.  This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

www.leaderdog.org

Email: Andres.cuadrio@leaderdog.org

« BACK TO INDEX