Outreach and Intake Manager

Position: Outreach and Intake Manager

Date: May 2024

Organization Summary

Civic Works workforce development programs, including the Center for Sustainable Careers (CSC) and YouthBuild, expand access to family-sustaining careers for Baltimore residents. 

Our YouthBuild program serves out-of-school youth and young adults ages 16-24 from historically marginalized communities. Through the program, participants gain invaluable construction skills training and certifications, on-the-job training rehabilitating homes for low-income residents, support in earning a high school diploma or GED, wraparound supportive services and case management, and career readiness assistance. YouthBuild is a national program model supported by the U.S. Department of Labor.

Our Center for Sustainable Careers (CSC) program supports Baltimore residents in building the skills needed to secure quality employment, and employers around investing in their workers and advancing equity across their practices. CSC does this through a three-part model of hands-on learning, on-the-job training and job quality advancement. We have sector-based career tracks in solar installation and utility infrastructure. Each solar student completes paid on-the-job training (OJT) through our social enterprise. Our job quality initiative then promotes the adoption of inclusive hiring policies, family-sustaining wages, equitable workplace practices, and career ladder strategies with partner employers. Our program model has proven powerfully successful, with over 1,000 CSC graduates since 2003, an impressive average job placement rate of 85% and starting wages of over $18 per hour.

Civic Works’ innovative work has been highlighted by the White House, the National Fund for Workforce Solutions, Green for All, The Baltimore Sun, The Washington Post, and the US Conference of Mayors. Join us in creating a more just and equitable green economy. For more information, please visit http://sustainablecareers.civicworks.com/.

Position Summary

The Outreach and Intake Manager will manage applicant outreach, recruitment, marketing and intake for Civic Works’ workforce development programs, including the Center for Sustainable Careers (CSC) and YouthBuild. The Manager will be responsible for growing the number of applicants and enrolled participants. The Manager will oversee partnerships with community organizations, as well as manage systems for direct community outreach and applicant engagement activities, in-person, by phone, and online. They will oversee and work to improve processes for applicant intake and enrollment decision making. The Manager is responsible for meeting program enrollment goals. Duties will include managing staff, developing staff skills and abilities, communicating performance standards, tracking program metrics, and continuously improving program marketing and intake.

Primary Responsibilities:

Staff Management

1. Recruit, supervise, lead, retain and continuously develop the skills and abilities of program staff.
2. Utilize an equity and inclusion lens in managing staff members and the program.
3. Identify and support career advancement plans, identifying internal and external opportunities for professional development.
4. Work with the staff members to set and communicate performance standards that are specific and measurable.  Provide regular feedback and coaching.  
5. Create a strong team environment that fosters cooperation, interdependence, commitment, and the incorporation of lessons learned
6. Evaluate all aspects of team effectiveness and continuously improve program operations. Analyze data in order to identify areas for improvement.

Community Outreach and Marketing

1. Oversee all community outreach strategy and activities across the workforce development programs, including outreach at community events, on-site information sessions, information sessions hosted by partner organizations, and community presentations.
2. Oversee the recruitment of new community partners and the cultivation/leveraging of existing partnerships with community organizations and leaders.
3. Manage contractual community outreach relationships.
4. Develop and implement strategies for enlisting alumni in support of applicant recruitment.
5. Oversee all outreach and engagement through online platforms and social media, such as through the website, Facebook, Instagram, paid advertising, etc.
6. Design, author, and disseminate a regular e-newsletter, custom e-blasts, and mass text messages to engage with partners, potential applicants, current applicants and alumni on a regular basis, build brand awareness, and motivate action. 
7. Oversee branding, messaging, and design for all print collateral, merchandise, etc. 
8. Oversee market research and analytics, to evaluate effectiveness of outreach and marketing channels and messaging.
9. Develop and implement strategies for increasing interest and enrollment from underrepresented demographic groups, ensuring enrollment is representative of residents facing systemic barriers to accessing family-sustaining careers.
10. Develop and implement metrics-driven outreach and marketing plans.

Applicant Intake

1. Oversee all applicant intake, screening and selection processes across the workforce development programs.
2. Develop and improve processes for selecting applicants who will be successful in the program and target industries, and ensure enrolled applicants meet program and grant eligibility requirements.
3. Develop and implement strategies for improving the conversion of good match applicants to enrolled participants. This includes strategies for regular communication with applicants, improving engagement, minimizing unnecessary barriers to enrollment and ensuring a positive applicant experience.
4. Standardize and streamline the application and intake process, and develop written protocols for relevant staff.
5. Design and implement strategies to expand access to the program by supporting applicants in meeting program requirements prior to enrollment.
6. Establish benchmarks and evaluate quantitative results at each stage of the application process, and identify opportunities for improvement based on this data.
7. Oversee applicant data, including designing updates to improve tracking, creating reports to improve processes, and ensuring data quality.

*Performs other duties as assigned. 

Required Qualifications

1. At least five (4) years of progressively increasing responsibility in field organizing, marketing, communications, lead generation and/or sales.
2. Previous staff and program management experience.
3. Experience working in and creating diverse, equitable, and inclusive environments.
4. A deep understanding of the multiple forms of systemic and racialized inequity that prevent people from accessing and retaining employment.
5. Must have strong proficiency with Microsoft Office, Google Suite and other computer programs.
6. A track record of effective project management.
7. Reliable personal transportation for conducting recruitment activities and meeting with partners offsite.

Preferred Qualifications

• Strong computer skills and database management skills required.  Experience with Salesforce or other Customer Relationship Management databases preferred.
• Graduation from Civic Works’ Center for Sustainable Careers is a plus.

Skills and Abilities:

1. Highly organized, detail-oriented, and able to manage multiple projects simultaneously.
2. Ability to work independently under pressure and tight deadlines. 
3. Excellent verbal communication skills, interpersonal relations skills, and writing skills.
4. Exceptional personal responsibility for meeting goals and a track record of success.
5. Strong quantitative skills, ability to analyze data and identify trends.
6. Ability to recognize problems, develop innovative solutions and implement them.
7. Able to take into account various perspectives, and bridge gaps between staff in making enrollment decisions.
8. Ability to delegate successfully while holding staff accountable
9. Skilled in coaching and empowering staff to improve their performance
10. Ability to adhere to a strict guideline of keeping and maintaining confidential information. 
11. Strong relationship building skills, ability to personally connect with and engage with diverse groups of stakeholders.
12. Able to build supporting relationships with program participants.

*Remote Work Policy: The position will be in-person a minimum of four days per week, and eligible for remote work up to one day per week.