Qureos Mentor

North Lawndale Employment Network

<div><div>The North Lawndale Employment Network (NLEN) seeks an experienced and dedicated Manager of Wraparound Support Services (WASS) to oversee all client-centered supportive services within our Financial Opportunity Center. The WASS Manager plays a pivotal role in ensuring effective delivery of services that address clients&rsquo; diverse needs, reduce barriers to employment, and foster long-term stability and self-sufficiency.<br>
Reporting directly to the Director of Workforce Innovation and Solutions, the WASS Manager will contribute to the organization&rsquo;s strategic vision while driving operational excellence, accountability, and impact across the wraparound support functions.</div><h2 class="jobSectionHeader"><b>
Key Responsibilities</b></h2><h3 class="jobSectionHeader"><b>
Leadership and Team Management</b></h3><ul><li>
Provide strong leadership, supervision, and accountability for the wraparound support team, ensuring a culture of excellence, transparency, and client-first service delivery.</li><li>
Hire, onboard, train, coach, and evaluate staff to ensure high performance and continuous development.</li><li>
Establish clear performance metrics and use structured systems (trackers, dashboards, regular reporting) to monitor team outputs and outcomes.</li></ul><h3 class="jobSectionHeader"><b>
Client Support and Case Management</b></h3><ul><li>
Oversee the delivery of comprehensive support services (housing, digital literacy, food security, healthcare access, childcare, transportation, financial counseling, and public benefits navigation).</li><li>
Ensure all clients receive timely intake, assessment, individualized service planning, and follow-up.</li><li>
Drive consistent case management practices with required documentation, including needs assessments, referrals, service plans, and progress notes.</li><li>
Maintain a focus on quality of service, cultural responsiveness, and measurable impact on client self-sufficiency.</li></ul><h3 class="jobSectionHeader"><b>
Compliance, Reporting, and Systems Management</b></h3><ul><li>
Ensure all program activities and data entry are completed accurately, on time, and in compliance with funder requirements (ICCB, LISC, JTED, Good Jobs, Wellness West, etc.).</li><li>
Partner with the grants teams and funders to maintain reporting schedules, deliverables, and data integrity in Salesforce and another required reporting system.</li><li>
Develop and enforce standard operating procedures (SOPs) to ensure visibility, consistency, and accountability across wraparound services.</li><li>
Serve as the point of contact for funders and external auditors regarding wraparound services compliance.</li></ul><h3 class="jobSectionHeader"><b>
Program Development and Continuous Improvement</b></h3><ul><li>
Contribute to the design, implementation, and refinement of strategies, policies, and workflows that strengthen wraparound supports.</li><li>
Use data and client feedback to evaluate program effectiveness, identify gaps, and implement continuous quality improvement initiatives.</li><li>
Ensure alignment and integration of wraparound supports with workforce development, financial coaching, and transitional jobs programs.</li></ul><h3 class="jobSectionHeader"><b>
Partnership Development and Collaboration</b></h3><ul><li>
Build and manage partnerships with community-based organizations, healthcare providers, housing agencies, food pantries, childcare providers, and other stakeholders to expand service capacity.</li><li>
Maintain strong internal collaboration with workforce, business solutions, and social enterprise teams to ensure seamless, holistic support for clients.</li><li>
Represent NLEN at community meetings and funder convenings as needed.</li></ul><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><ul><li>
Bachelor&rsquo;s degree in Social Work, Human Services, Public Administration, or related field (Master&rsquo;s preferred).</li><li>
Minimum of 5 years&rsquo; progressive experience in case management, social services, or workforce development, with at least 2 years of supervisory/management experience.</li><li>
Demonstrated ability to manage program compliance, reporting, and documentation with attention to detail and timeliness.</li><li>
Proven experience implementing systems that create visibility, accountability, and consistency in service delivery.</li><li>
Strong understanding of wraparound support services, social determinants of health, and barriers facing justice-impacted and under-resourced populations.</li><li>
Excellent communication, organizational, and problem-solving skills.</li><li>
Proficiency with data systems and reporting platforms; Salesforce experience strongly preferred.</li></ul></div>

Program Manager (Wrap Around Support Services

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Program Manager (Wrap Around Support Services