WIOA Operations Manager

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.

Examples of Duties

Essential Functions:

• 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.

Supervision

• 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.

Program Compliance & Outcomes

• 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.

Additional Duties:

• 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 interpersonal communication skills to motivate job seekers, handle conflict in a professional manner, and maintain a high level of customer satisfaction.
• Maintains confidentiality of customer, employee, employer, and program information. Communicates professionally with staff, customers, employers, workforce partners, training providers, and College personnel.

Performance Measures:

• Customer satisfaction surveys.
• System registrations and accuracy of information being entered in the system.
• Documentation and annotation about services received.
• Accuracy of matching job seekers to the standards of a job order.
• Employer satisfaction surveys.
• Number of individuals placed in employment.
• Outcomes of individuals following training

Performs other related duties that support the mission of Halifax Community College, the Resource Development Division, the NCWorks Career Center, and WIOA program operations.

Minimum/Required Qualifications

Required: Bachelor's Degree in a relevant discipline.

Preferred: Master's degree in a relevant discipline. At least 10 years of experience working with workforce development programs. Experience working with current Turning Point WDB Integrated Service Delivery programs.

What are the Physical Requirements of job? Occasionally requires lifting (10-15 pounds).

Equipment: Must be able to operate office equipment such as personal computer, fax machine, photocopier. Travel is an expected part of the job.