Job Title:
Consumer Services Manager
Business Unit: Administration
Department: Program Management
Reports To: Assistant Director –
FLSA Status: Exempt
Grade Level: 11
Salary: $70,000 to $75,000 (commensurate with experience)
Summary Overview
The Consumer Services Manager & Program Coordinator is responsible for the overall management and supervision of the Consumer Services Unit (CSU). This position also provides program coordination and operational support for assigned programs, including AFC (Adult Family Care), Caregiver Solutions, Options Counseling, and other initiatives.
This role ensures high-quality, consumer-centered service delivery within CSU while supporting effective coordination, implementation support, reporting, and quality monitoring for designated programs. The Manager serves as a key liaison among leadership, staff, and community partners to support alignment with organizational goals, contractual requirements, and professional standards.
Primary responsibilities include CSU operational oversight, staff supervision, program coordination activities, performance monitoring, reporting, data analysis, and continuous process improvement. This position does not serve as the primary program owner for AFC or other programs but supports their successful operation through coordination and collaboration.
Essential Functions
Duties 1–24 are designated as ADA essential functions and must be performed in this job. All other job duties are secondary functions.
Consumer Services Management & Operations
Oversees daily operations of the Consumer Services Unit (CSU), ensuring timely, accurate, and consumer-centered service delivery.Develops, implements, and maintains procedures and workflows to support efficient CSU operations and coordinated program activities.Maintains an integrated and responsive consumer services department.Monitors CSU operations, including service responsiveness, staffing coverage, and compliance with established procedures and requirements.Oversees the development, maintenance, and accuracy of CSU resource databases and informational materials.Ensures adequate staffing coverage for CSU operations, including phone coverage, and provides direct service support as needed.Staff Supervision & Management
Provides direct supervision to CSU staff and assigned program support staff; establishes goals, performance expectations, and promotes a customer-focused culture.Recruits, interviews, hires, trains, schedules, evaluates, and addresses employee performance or conduct issues in accordance with agency policy.Provides orientation and ongoing training related to CSU procedures, systems, and program coordination responsibilities.Ensures staff training requirements are met and appropriately documented.Supports continuous staff development through coaching, feedback, and performance monitoring.Program Coordination & Support
Coordinates planning, implementation support, and ongoing activities for assigned programs, including AFC, Caregiver Solutions, Options Counseling, and other initiatives.Develops and maintains program calendars, timelines, and coordination schedules; monitors progress and communicates updates to leadership.Coordinates program-related meetings, including scheduling, agenda preparation, facilitation support, and documentation.Participates in internal and external meetings related to CSU and assigned programs; prepares summaries, reports, and follow-up documentation as needed.Serves as a program resource by conducting research, analyzing information, providing education, and assisting with report preparation.Orders, tracks, and manages materials and resources required to support program activities.Data, Reporting &
Quality AssuranceDevelops, maintains, and analyzes operational, statistical, and quality assurance reports related to CSU operations and program coordination.Tracks CSU and program-related performance metrics; identifies trends and recommends operational or coordination improvements.Reviews and verifies the accuracy of data generated through CSU and program activities; identifies discrepancies and coordinates resolution.Manages and utilizes technology platforms and…
