Open Arms of Minnesota (OAM) is a nonprofit that prepares and delivers healthy, nutritious food to people living with life-threatening illnesses. Our mission is to nourish body, mind and soul. In our state-of-the-art kitchen, OAM staff members and more than 7,600 volunteers create meals specifically designed for our clients’ nutritional needs. We use fresh and, whenever possible, organic ingredients, including produce from our own Open Farms gardens. Volunteers deliver the meals throughout the Twin Cities metro area to approximately 2,400 clients, caregivers and dependents each week, providing nourishment and hope for families dealing with life-threatening illnesses. There are no fees for any of Open Arms’ services. Open Arms is a volunteer-driven organization and is culturally unique in our high commitment to an excellent volunteer experience.
To learn more, visit www.openarmsmn.org
Position Overview: This full-time, salaried position contributes to the fulfillment of Open Arms’ mission by overseeing the operational success of the Open Arms client-focused programs, and ensuring that client programs meet the needs of our clients. The Director of Client Programs will oversee and administer all aspects of ongoing programming including planning, organizing, staffing, leading, evaluating, and controlling the activities of the Client Services Department and the Nutrition Department. Additionally, this position will be responsible for developing and managing any new programming and will oversee approximately 8 full-time and part-time staff members, as well as interns and volunteer within the client focused programs. As with all OAM staff positions, this position is responsible for helping ensure volunteers and interns have an exemplary experience during all interactions with Open Arms, and is expected to consistently maintain a high level of customer service to all guests, clients and fellow team members.
Primary Job Responsibilities:
• Ensure that services to clients are operating at the highest level of effectiveness and professionalism, maintaining superior customer service.
• Oversee all aspects of services to clients: maintaining the intake and referral process, collecting and maintaining client records, documents the services provided, ensuring cancellations and changes are recorded, ensuring services match needs and working across departments with OAM Kitchen and Volunteer Engagement Department.
• Oversee the operations of the Nutrition Department, including services to contract and core clients.
• Model the highest ethical behavior and set the standard for superior customer service to Open Arms clients, volunteers and stakeholders.
• Develop, implement, and maintain policies, operating procedures and training related to client services’ data management, client intake and the meal deliveries to OAM clients.
• Evaluate effectiveness and report on results by generating reports, and build queries from the client services database for OAM internal reporting or stakeholders.
• Monitor the program activities on a regular basis, ensuring the highest quality of services to clients.
• Oversee development and implementation of all program policies and procedures, ensure that program activities operate within the policies and procedures of the organization.
• Ensure that the nutrition needs of clients are being met in accordance with the mission and goals of Open Arms.
• Ensure that program activities comply with all relevant legislation and professional standards.
• Develop necessary forms and records to document program activities.
• Oversee the collection and maintenance of records on the clients of the program for statistical purposes.
• Ensure regular communication is occurring with and between referrers and clients
• Lead department efforts in supplemental programs, including client birthdays, holiday deliveries and other special events.
• Oversee data collection and reporting for Ryan White government funding, participating in site-visits and acting as liaison for Hennepin County staff.
• Oversee Summer Meals Program by coordinating deliveries to 2-3 neighborhood sites for summer lunches for neighborhood kids.
• Develop and maintain effective working relationships with OAM’s referral agencies.
• Act as the administrator of the ServTracker database, establishing protocols and procedures and becoming the resident “expert” in both entering data and exporting reports.
• Plan the delivery of the overall program and its activities in accordance with the mission, strategic plan and the goals of Open Arms.
• Focus on the needs of the current and future clients of Open Arms by soliciting program feedback, implementing and maintaining program evaluation and constantly directing program improvement.
• Working with the Executive Director, develop new initiatives to support the strategic direction of the organization.
• Participate in shaping and presenting OAM’s message to corporations, community and faith based organizations, schools and the community at large to promote broad support for OAM and its programs.
Expectations for all Managers/Supervisors: Managers and Supervisors are role models for all staff and volunteers and are responsible for conforming to a high standard for work performance, ethics, integrity, collaboration, positive respective communication and problem-solving. Open Arms is a dynamic, high change environment which demands that Managers and Supervisors not only effectively manage their own department, but also work collaboratively with other departments and employees to constantly improve systems and operations.
• Manage, supervise and direct the work of the Client Services Manager and the Senior Nutrition Manager.
• Oversee and manage goals and expectations of all Client Services staff and Nutrition Program staff.
• With HR Department as a resource, lead the functions of staff management including recruiting, training and coaching for improved performance.
• Foster a team-centered work environment.
• Provide effective training and ongoing performance coaching to ensure staff is meeting the expectation of their position and are recognized for their achievements.
• With the support of HR, provide disciplinary action when necessary and work within OAM guidelines on when to seek assistance of HR or senior management on employee or volunteer relations issues.
• Ensure that all aspects of the program operate within the approved budget projections, monitoring and approving all budgeted program expenditures.
• Represent OAM in the community by serving on appropriate coalitions, community groups, professional committees, etc.
• Act as the face of the department – developing effective communication between clients, OAM staff, donors, volunteers, referral agencies and the greater community.
• Assist Development and Communication staff by providing information for reports, funders, OAM written materials, and more.
• Serve on OAM staff leadership team and attend meetings, representing department.
• Write program reports as asked by Executive Director or Board of Directors.
• Serve on Board committees and attend Board meetings as asked by the Executive Director.
• Identify and evaluate the risks associated with program activities and take appropriate action to control the risks.
• Report evaluation findings to the Executive Director and recommend changes to enhance the program, as appropriate.
• Help ensure Open Arms provides an outstanding experience for all volunteers by regularly seeking out meaningful and positive interactions with them and maintaining a positive, friendly, helpful attitude at all times.
• Support the mission, value and brand of Open Arms of Minnesota.
• Other duties as assigned.
• Master’s Degree in Social Work required.
• Valid drivers’ license and reliable transportation.
• Registered Dietitian or strong experience in nutrition, health care or food service preferred.
• At least 5-10 years of experience managing all aspects of a medium to large client-focused program in a non-profit, medical facility or other service-based organization.
• 3-5 years of staff supervision experience with an understanding of human resources, employee performance improvement plans, and corrective action policies.
• Demonstrated success developing, improving and evaluating programs.
• Proficient in using technology as a management reporting tool and experience working with information technology staff to develop and implement program evaluation systems.
• Strong project management skills managing complex, multifaceted projects resulting in measurable successes and program growth.
• Extremely detail-oriented, well-developed organizational skills and ability to handle multiple projects at the same time.
• Strong leadership skills.
• Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance.
• Excellent verbal and written communication skills with exceptional attention to details.
• Personal qualities of integrity and credibility.
• Demonstrated experience with, and commitment to working with a client base diverse in race/ethnicity, age, gender, sexual orientation, socioeconomic status, religion, and physical ability.
• Strong public speaking skills.
• Ability to work successfully both independently and collaboratively as part of a team.
• Ability to think strategically, creatively and proactively.
• Ability to create and contribute to a positive team environment.
• Ability to work under pressure and deal and maintain a positive attitude in stressful situations and during busy periods.
• Ability to work occasional evenings and weekends.
• Able to work respectfully with wide array of co-workers and members of the community.
• A passion for the mission and values, and unique culture of Open Arms.
• Able to operate standard office equipment (such as telephone, computer, printer and copy machine).
• Able to set up tabletop displays and speak at events.
• Able to sit for long periods of time and/or work on feet for long periods of time.
• Able to lift up to 50 pounds.
• Able to stand, sit, walk, bend, stoop and twist. Requires full range of motion, manual dexterity and eye-hand coordination.
• Able to operate computer, databases and other software programs.
Reports To: Executive Director
Location: 2500 Bloomington Avenue S
Minneapolis MN 55404
Hours: Full-time, 40 hours per week, some evenings and weekends are required.
Please send resume and cover letter detailing pertinent experience to:
o Email: firstname.lastname@example.org
o Fax: 612.872.0866
o Mail: 2500 Bloomington Avenue S, Minneapolis MN 55404
o NO CALLS PLEASE
This position is eligible for an excellent, comprehensive benefits package, including medical/life/AD&D/STD/LTD insurance, personal time off (PTO) and paid Holidays. An employee-paid dental plan is also available.
Open Arms of Minnesota is committed to hiring and fostering a diverse and inclusive workforce that leverages the skills and talents of all employees in our organization, regardless of race, gender, national origin, age, religion, sexual orientation, size, physical ability or socioeconomic status. We encourage diverse candidates to apply for this position.
Equal Opportunity Employment