Member Services Outreach Manager

It is inspiring to work in an organization where individuals are deeply committed to the mission and values that drive our success.

We are dedicated to delivering expert pension service to Illinois public educators as they earn their promised retirement security.

Under the direction of the Chief Benefits Officer, the Member Services Outreach Manager is responsible for leading and overseeing the Member Services Outreach Department, including the direct supervision and development of the Outreach Coordinators. The role is responsible for planning, developing, executing and evaluating a comprehensive member education and engagement program designed to enhance the knowledge and understanding of TRS benefits and retirement security in alignment with TRS organizational goals.

This position may work closely with other internal and external stakeholders such as Counseling, Communications, Deferred Compensation, the Supplemental Savings Plan education representatives and Employer Services to develop stakeholder relationships and coordinate messaging, including but not limited to TRS’s mission and vision, TRS benefits, as well as legislation affecting the System.

This position requires good organization, planning, and the ability to effectively articulate TRS’s mission, vision and statutory requirements. The incumbent must be able to work independently, prioritize and follow through on assignments. The incumbent must possess a comprehensive understanding of the Pension Code, Administrative Rules, TRS rules and procedures, and benefits provided through the Teachers’ Retirement Insurance Program (TRIP) and the State of Illinois Group Insurance Program.

Travel and evening work are required.

• Develop and implement annual external education, outreach, and communication strategies to increase awareness and understanding of retirement security among active members, retirees, and key stakeholders.
• Develop annual schedule of field education services. Coordinate schedules and actively seek opportunities for engagement by developing and leveraging relationships with school districts and other stakeholders to expand educational outreach.
• Support TRS SSP Plan member education by coordinating outreach programs and materials with internal and external stakeholders.
• Coordinate with Counseling Managers regarding scheduling and content of meetings including but not limited to Fall Benefits Information meetings, “It’s Time to Retire” and “What’s Next” presentations.
• Determine when an executive level presence at stakeholder meetings would be appropriate and beneficial.
• Evaluate oral presentations made by Outreach staff to member and stakeholder groups.
• Design the content and development of TRS outreach documents and materials.
• Develop presentations to meet the needs of different audiences.
• Evaluate the effectiveness of field education services to maximize outreach functions. Utilize various methods of soliciting feedback and identify areas needing improvement.
• Manage assessment and evaluation tools to collect and analyze data, using insights to identify strengths, address gaps, and drive continuous improvement efforts.
• Provide feedback to the Chief Benefits Officer and others as required regarding the effectiveness of the field services program.
• Attend internal meetings and huddles to communicate member issues and concerns to TRS staff and management.
• Track and report various statistics for the outreach program.
• Build and maintain constructive relationships with stakeholder groups including active teacher organizations, organizations representing annuitants and groups representing school management.
• Attend meetings of stakeholder groups.
• Maintain a basic knowledge of the legislative process and on‑going legislative activities and an awareness of programs and activities of state and federal agencies that have a connection with or potential impact on the System, including but not limited to Social Security and Medicare.
• Maintain an understanding of existing statutory requirements, rules, and procedures that determine retirement options and benefits.
• Perform other duties as required or assigned.