OVERALL DESCRIPTION

Monitor, evaluate, and report on outreach services contracted providers, volunteers, and employees. Ensures that all outreach vendors, partners, and volunteer personnel perform services and agreements as outlined in directives, contracts, and SEPTA policies and procedures. Interacts with station managers, cashiers, maintenance custodians, and System Safety Officers for the purpose of resolving concerns with at-risk individuals. Addresses issues with at-risk individuals Authority-wide. 

SPECIFIC RESPONSIBILITIES

1. Responsible for supporting the vision and approach for addressing the at-risk community members Authority-wide.
2. Monitors benchmarks for success of all outreach programs and activities, both internally and externally.
3. Regularly reports progress; recommends corrective actions if required.
4. Responsible for identifying external opportunities to advocate on behalf of SEPTA and develops innovative partnerships with stakeholders to provide better customer experience.
5. Develops and trains new outreach personnel, volunteers, and employees.
6. Oversee work activities of field services to ensure emergencies and/or crisis situations are managed effectively.
7. Documents violations of SEPTA policies and procedures, as well as contractor, volunteer, and employee injury and Code of Conduct violations to appropriate management.
8. Participates in community meetings and resource events.
9. Scans internal training programs and builds strategies to address gaps
10. Performs other duties as required.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree and two (2) years' experience involved in customer service, outreach/management and/or working with the vulnerable/unhoused population responsibilities required.
• An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Excellent analytical, problem solving, verbal and written communication skills required.
• Must possess excellent organizational skills and ability to work under pressure.
• Must be methodical, detail oriented and able to work independently and as part of a team.
• Excellent interpersonal skills required.
• Must possess valid driver's license.
• Must demonstrate effective verbal skills and clarity in report writing.
•  A writing skills assessment exam will be administered during the interview process. 
• Must be proficient in Microsoft Excel, PowerPoint, Word, and basic mathematical computation skills.