Program Supervisor

Program Supervisor 

  SUMMARY: The Program Supervisor oversees and coordinates the daily activities of assigned program teams (WIOA Adult, WIOA DW, CHOICES, SNAP, NCP, RESEA), ensuring services are delivered in compliance with organizational policies, contractual requirements, and quality standards. This role monitors workflows, evaluates processes, and reviews products developed by the teams to ensure accuracy, efficiency, and program effectiveness. The Program Supervisor provides guidance, technical assistance, and performance feedback to staff, promotes continuous improvement, and ensures program goals and performance measures are met. Working closely with the Productivity Manager, this position supports operational planning, resolves service delivery challenges, and fosters a collaborative and high-performing team environment. 

DUTIES AND RESPONSIBILITIES:

Team Leadership & Oversight

• Supervise daily activities of assigned program teams, ensuring adherence to organizational policies, procedures, and contractual requirements.

• Assign workloads, set priorities, and monitor staff performance to ensure timely, high-quality service delivery.

• Provide coaching, mentoring, and technical assistance to staff to improve skills, productivity, and compliance.

• Conduct regular staff meetings to review program updates, address challenges, and reinforce performance expectations.

Program Compliance & Quality Assurance

• Monitor program operations to ensure compliance with federal, state, and local regulations, as well as Board policies and funding requirements.

• Review case files, documentation, and system entries to ensure accuracy, completeness, and audit readiness.

• Identify and address deficiencies through corrective action planning in collaboration with the Productivity Manager.

• Promote continuous improvement by recommending process enhancements and sharing best practices.

Performance Monitoring & Reporting

• Track program outcomes and performance metrics to ensure contractual goals are met or exceeded.

• Prepare and submit required reports to the Productivity Manager, identifying trends, challenges, and opportunities for improvement.

• Collaborate with leadership to develop strategies for meeting performance targets and resolving service gaps.

Collaboration & Communication

• Serve as a liaison between program teams and the Productivity Manager to communicate updates, escalate concerns, and share feedback.

• Coordinate with other departments, partner agencies, and community organizations to support integrated service delivery.
• Coordinate the outreach, recruitment, and marketing of the center

Training & Staff Development

• Identify staff training needs and coordinate or deliver professional development sessions.

• Ensure staff are cross-trained to cover multiple program functions as needed to maintain service continuity.

Other Duties

• Assist in special projects, audits, and monitoring reviews as requested.

• Perform additional responsibilities as assigned to support SERCO’s mission and program goals.

DESIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of workforce development programs, service delivery models, and performance requirements.

• Understanding of federal, state, and local regulations governing workforce programs, including compliance and quality assurance standards.

• Strong leadership and supervisory skills, including the ability to coach, mentor, and develop staff.

• Ability to interpret and apply policies, procedures, and program guidelines accurately.

• Proficiency in data analysis, performance tracking, and preparation of reports for management and stakeholders.

• Skilled in conflict resolution, problem-solving, and decision-making in a fast-paced environment.

• Strong organizational and time-management skills, with the ability to manage multiple priorities and deadlines.

• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and experience with workforce case management systems such as WorkInTexas.com (WIT).

• Excellent oral and written communication skills, including the ability to deliver presentations and facilitate meetings.

• Ability to work both independently and collaboratively to meet program goals and resolve service delivery challenges.

EDUCATION AND EXPERIENCE:

• Associate’s degree in Workforce Development, Human Services, Business Administration, or a related field; Bachelor’s degree preferred .

• Minimum of three (3) years of experience in workforce development, social services, or related program operations, including at least one (1) year in a supervisory or lead role.

• Equivalent combinations of education, training, and directly related professional experience may be considered in lieu of a degree .

• Knowledge of federal, state, and local regulations related to workforce programs, compliance standards, and performance measures.

• Experience with quality assurance processes, performance tracking, and program reporting.

• Proficiency with Microsoft Office (Word, Excel, Outlook) and workforce case management systems such as WorkInTexas.com (WIT).

SPECIAL REQUIREMENTS:

1. Must possess a valid Texas Driver’s License and provide automobile liability insurance as required by the State of Texas.
2. Must have access to reliable transportation in order to make required visits.

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

1. PHYSICAL DEMANDS: While performing duties of the job, the employee is occasionally required to stand; walk; sit; for long periods of time. Employees must be able to drive for extended periods of time. Employees must occasionally lift and
2. /or move up to 25 pounds, must be able to set up a display area.
3. WORK ENVIRONMENT: Fast paced, demanding physically and mentally, will be in constant communications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.