Director of Program Services, Western New York (Buffalo Office)

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Publicado há 27 dias

Position Summary

The Director of Program Services (DPS) is a proactive and strategic member of Make-A-Wish Metro and Western New York Chapter and Western New York’s leadership team, advancing the Make-A-Wish mission in the greater WNY region (made up of 17 counties including Buffalo and Rochester). The DPS will be responsible for leading the Program Services Department for WNY, including the areas of Wish Granting, Volunteer Resources, and Medical Outreach. The position is also an important leader and collaborative partner for other departments in WNY and within the Chapter Program Services team.


Primary Duties


  • Manage, guide, and assist key professional staff and other personnel resources in relation to Program Services, including Senior Manager and Associate positions, performance management, approvals, and oversight.
  • Play essential leadership role in concert with team to develop, implement, and track annual strategic departmental planning and communication for each functional area.
  • Work collaboratively with Regional Director to develop and manage departmental budgets including approving expenditures as required.
  • Keep current and oversee all aspects of compliance in relation to the policies, guidelines, and procedures established by the National Office and Make-A-Wish Metro and WNY Chapter.
  • Act as a collaborative leader and team member in supporting coworkers and other departments in establishing and accomplishing regional and chapter objectives.
  • As a unit, and under the guidance of the WNY Regional Director and in concert with Chapter Leadership, work to ensure consistency within the department. 
  • Build and maintain relationships with key volunteer leaders, community partners, medical professionals, wish families, and the wish alumni network.
  • Responsible for strategic resource development and planning for the program services department, in concert with the development staff and volunteers, to maximize the amount of in-kind support.

 Wish Granting

  • Develop Wish Granting budget and goals and oversee the processing of all wish-related expenses.
  • Work with team to review all new wish packs received to ensure compliance, accuracy, fulfillment of children’s intent, and feasibility.
  • Concept approve wishes after ensuring they are wishes that can be granted by the chapter, including approval of the estimated budget.
  • Work with team to submit all wishes above $17,500 to WNY Regional Director, VP of Metro Mission Delivery, Chapter President, and Mission Delivery Committee for review and/or approval.  
  • Monitor overall pipeline and individual wish progress to ensure they proceed in a timely manner, wish delays are properly documented, and areas needing attention are proactively addressed.
  • Meet weekly with team to oversee the progress of wishes, answer questions and provide support.
  • Available for 24-hour/day, 365 days/year emergency calls on a rotating basis.
  • Assist with updating of standard operating procedures.
  • Coordinate key aspects of select wishes or entire wishes as needed.


Medical Outreach

  • Manage key existing referral sources and identify new opportunities and potential partners in support of the vision to provide access for all eligible children to the Make-A-Wish mission.
  • Oversee wish referral process, including WNY Intake and Medical Eligibility (IME) Module.
  • Communicate with health care professionals to ensure each wish proceeds in the best interest of the child as needed.
  • Develop and implement various medical outreach opportunities/activities to train referral sources within WNY to deepen understanding and partnership.
  • Work in concert with team to develop and host in-service opportunities as well as individual meetings.


Volunteer Resources

  • Provide leadership support and guidance to Senior Manager in relation to day-to-day volunteer operations and management.
  • Help develop and facilitate Wish Granting volunteer trainings with Program Team.
  • Provide oversight to ensure all record keeping and documentation remains in compliance and in line with chapter-wide and national expectations.
  • In conjunction with SM, ensure ongoing, effective communication and recognition activities.
  • Work in concert with SM to support management of overall volunteer engagement and oversee individual volunteer assignments as needed.
  • Oversee and ensure the repayment of volunteer expenses related to wishes.



  • Represent Make-A-Wish at events and/or training when required.
  • Report/represent with appropriate board and volunteer leadership committees.
  • Participate as productive member of the team at staff meetings.
  • Perform additional duties and special projects as assigned. This includes but is not limited to, specific database reporting, national reporting, participation on National platforms and initiatives, and chapter-specific special initiatives as needed.


Qualifications, Competencies and Experience

  • BA/BS or equivalent combination of education and work experience
  • A minimum of 5-7 years’ experience in program management, social work, or health management/patient resources preferred
  • Working knowledge of child development and childhood illness and treatments a plus.
  • Experience managing a department(s) and professional staff members
  • Ability to manage multiple projects simultaneously and achieve objectives
  • Strong database (Salesforce or Raiser’s Edge a plus) and Microsoft Office experience
  • Strong interpersonal and verbal/written communication skills, including building and sustaining productive long-term relationships and excellent customer service skills
  • Strong problem solving and decision-making abilities
  • Creative thinker that is detail-oriented and well organized
  •  Able to successfully motivate, support and work in a collaborative, team-oriented organization
  • Commitment to and a passion for the mission of Make-A-Wish
  • Demonstrated ability in crisis communication and reflective listening techniques
  • Local travel required within the greater Western New York area (between Buffalo and Rochester offices). Additional travel may arise based on business needs.
  • Ability to work autonomously in a changing environment while keeping colleagues and supervisors apprised of issues, opportunities and progress.
  • Valid driver’s license and reliable transportation.


Physical Demands:

The physical demands and work environment listed here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable a person with disabilities to perform the essential functions.

  • While performing this job employees may occasionally be required to talk, stand or sit for long periods of time, walk, climb stairs, key data, stoop, twist, bend, crawl, speak and hear
  • Person must also be able to move/lift to 20 pounds

Diversity, Equity & Inclusion Commitment Statement:

Committed to attracting and retaining a diverse staff, MAW Metro New York and Western NY will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.



The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


*How to Apply:

Please use the following link to complete and submit our formal application:


Please note: only applications submitted through this link via Formstack will be considered for this position. 


Position Summary

The Director of Program Services (DPS) is a proactive and strategic member of Make-A-Wish Metro and Western New York Chapter and Western New York’s leadership team, advancing the Make-A-Wish mission in the greater WNY…

Resumo dos Detalhes

  • Comprometimento de Tempo
    Carga Horária Integral
  • Educação
    Ensino Superior Requerido


Temporariamente Remoto
O trabalho pode ser executado em ou perto de Buffalo, NY
Local Associado
Buffalo, NY, USA

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