Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.
GOODWILL INDUSTRIES OF GREATER NEW YORK & NORTHERN NEW JERSEY INC.
JOB DESCRIPTION
Position Title: Manager of Orientation and Outreach
Location: 90-25 161ST Street Jamaica NY 11432
Benefit Classification: Full-Time Benefitted
Position Type: FLSA - Exempt
We are seeking an experienced and mission-driven Manager of Orientation and Outreach who will oversee all outreach, orientation, and assessment staff supporting the PACE program. This leader will ensure participants have a welcoming, informative first experience with the program, guide day-to-day operations of the outreach and intake team, and drive strong enrollment, orientation, and assessment outcomes. If you are looking to join our dedicated team as a Manager of Orientation and Outreach, we want to hear from you!
The Awesome Things You’ll Do
- Supervise, train, coach, and evaluate Outreach and Engagement Specialists and Intake, Orientation, and Assessment Specialists.
- Oversee day-to-day outreach, intake, orientation, and assessment operations to ensure smooth, timely participant onboarding.
- Develop and monitor outreach strategies and staff activity to meet enrollment and engagement targets.
- Ensure orientation content accurately communicates program expectations, public assistance rights and responsibilities, and compliance requirements.
- Oversee assessment administration (e.g., TABE and other approved tools) to ensure consistency, accuracy, and appropriate accommodations.
- Review and approve intake documentation, referral verification, and program eligibility determinations for accuracy and compliance.
- Monitor team performance against enrollment, orientation, and assessment KPIs and report outcomes to program leadership and funders.
- Ensure timely, accurate data entry across Salesforce, SEAMS, and other funder systems by all supervised staff.
- Identify and resolve escalated participant concerns, including safety or crisis disclosures, coordinating with the Social Worker and program leadership as needed.
- Conduct regular quality assurance reviews and case audits of intake, orientation, and outreach documentation.
- Coordinate scheduling, coverage, and workflow across the outreach, intake, and orientation team, including front desk and Metro/OMNY card distribution coverage.
- Collaborate with Career Navigators, the Social Worker, and Employer Engagement staff to ensure smooth participant transitions between program phases.
- Support recruitment, onboarding, and training of new outreach, intake, and orientation staff.
- Ensure team practices reflect trauma-informed, culturally responsive, and person-centered approaches, and that participant confidentiality is maintained.
- Complete additional duties and reporting as assigned by senior program leadership.
Activities are subject to change / be added to meet business needs with management approval.
Our Must Haves
- Bachelor's degree; Master's degree in social work, public administration, human services, or a related field preferred.
- 3-5 years of experience in workforce development, outreach, intake, or case management, including at least 1-2 years in a supervisory or team lead capacity.
- Experience working with individuals receiving public assistance and populations facing employment barriers (e.g., homelessness, substance use, mental health issues, or justice system involvement).
- Strong leadership, coaching, and team management skills.
- Working knowledge of HRA/public assistance compliance requirements and program systems (Salesforce, SEAMS).
- Excellent organizational, communication, and problem-solving skills.
- Ability to manage competing priorities in a high-volume, fast-paced environment.
- Bilingual English/Spanish preferred.
Special Working Conditions
- Position operates in a high-volume, fast-paced workforce development environment serving public-assistance populations.
- Requires oversight of multiple functions (outreach, intake, orientation, and assessment) and coordination across teams and shifts.
- May require occasional schedule flexibility to support orientation days, program events, audits, or payroll close-out periods.
- Work is primarily onsite, with potential for limited hybrid scheduling based on program needs and supervisory approval.
What We Offer
- Generous Time off policy to use when you need it
- Health, wellness and financial resources to help you achieve our personal goals
- Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance
- Retirement matching programs and contributions
- Transit and commuter benefits
#IND1
We believe in creating space for everyone to do their best work and have individual and collective impact. We believe in challenging the status quo and setting ambitious goals in the name of doing more good. We believe that being your best self and helping others do the same is how we bring our mission alive. Even if you don’t think you meet all the qualifications listed for the job, we would love to hear from you!
If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at
[email protected]. We are happy to assist and ensure you have an equal opportunity to apply.
