WIAO Operations Manager

The WIOA Operations Manager

The WIOA Operations Manager, in coordination with the NCWorks Career Center Manager, supports daily operations, customer engagement, staff coverage, program coordination, and service delivery. Ensures that WIOA services are delivered consistently, accurately, and in alignment with applicable federal, state and HCC requirements.

The WIOA Operations Manager provides operational oversight, staff supervision, and program coordination for WIOA-related services delivered through the Halifax/Northampton NCWorks Career Center. The position reports directly to the HCC Executive Director of the Foundation and works in coordination with the NCWorks Career Center Manager to support efficient center operations, consistent customer service, accurate documentation, and compliance with applicable workforce development requirements.

The WIOA Operations Manager supervises Career Advisors and also serves as a working member of the Career Advisor team by assisting job seekers with employment services, labor market information, referrals, training opportunities, and follow-up support.

This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any single incumbent in this position.

• Serves as a working member of the Career Advisor team by assisting job seekers with employment services, job referrals, labor market information, career planning, training referrals, supportive service referrals, and related workforce development resources.
• Provides professional, respectful, and responsive service to job seekers, employers, community partners, and internal stakeholders.
• Coordinates the day-to-day delivery of WIOA-related services through the Halifax/Northampton NCWorks Career Center.
• Ensures that services are delivered in a timely, accurate, customer-focused, and professionally consistent manner.

• Provides direct supervision, guidance, coaching, and work direction to assigned Career Advisors.
• Monitors staff performance related to communication, customer service, documentation, follow-up visits, referrals, program compliance, and data entry.
• Reviews work for accuracy, timeliness, completeness, and consistency with WIOA, Wagner-Peyser, NCWorks, and HCC requirements.

• Ensures that customers are properly registered in the applicable workforce tracking system and that required information is collected, entered, and maintained accurately.
• Reviews customer information and supporting documentation to assist with eligibility determinations, program referrals, training opportunities, supportive services, and appropriate co-enrollment in WIOA, Wagner-Peyser, and other workforce development programs.
• Ensures that Career Advisors maintain accurate and complete case documentation, including services provided, referrals made, follow-up activities, customer outcomes, and supporting notes.
• Reviews documentation for completeness, timeliness, confidentiality, and compliance with applicable program requirements. Identifies documentation issues and provides corrective guidance when needed.
• Follow all state and local guidelines for documenting Adults and Dislocated workers when obtaining personal information needed to determine eligibility for programs.
• Assures that Career Advisors schedules, conducts follow-up visits, and collects any information from relevant sources for assisting customers in using employment services or obtaining training.

• Manage multiple priorities to ensure that deadlines are met.
• Understand the data entry and eligibility criteria for all funding streams.
• Demonstrate and require Career Advisors deliver outstanding…