Operations, Service Delivery & Innovation Manager

Current employees: Please apply through the employee portal to be considered for this opportunity.

Pay Range:

$91,778.29 - $137,666.25 Annual

Department:

Department of County Human Services (DCHS)

Job Type:

Regular Non-Represented

Exemption Status:

United States of America (Exempt)

Closing Date (Open Until Filled if No Date Specified):

August 08, 2025

The Opportunity:

Overview:

THIS WORK MATTERS!

This position, under the Division Director’s guidance and in collaboration with the IDD management team, oversees and directs administrative, data-driven, quality, and innovative training initiatives across all IDDSD programs. It ensures adherence to established county, state, and federal guidelines while promoting a culture of values-based innovation, aiming to enhance the quality of life and community integration for individuals with intellectual and developmentaldisablitiees through effective case management and supported access to funded services. The role champions ongoing data analysis to optimize workload distribution, refine quality controls, and foster staff mastery and autonomy, ensuring service excellence that aligns with cultural sensitivity and values-based innovation. The Innovation and Operations Program Manager is also responsible for upholding established federal, state, and county rules, policies, and protocols in the administration and delivery of Developmental Disabilities programs. This role includes direct supervision of the Operations Team, the Monitoring and Case Management Response Team, and the Tip-Q unit.

As the Operations, Service Delivery & Innovation Manager, other duties will include:

• Plan, develop, and oversee the implementation of internal operations, practice, and policies for the Intellectual and Developmental Disabilities Division, including innovation, quality controls, data analysis, customer satisfaction, and the Intellectual and Developmental Disabilities monitoring and response team.
• Organize planning and quality initiatives that ensure that the experiences of Intellectual and Developmental Disabilities, providers, and Intellectual and Developmental Disabilities families of color are racially just.
• Monitor staff performance to make sure program goals, standards, and timelines are met. Use different tools, like talking to staff, reports, data, client feedback, case review, and other information from the public and other sources.
• Evaluate program systems and procedures on an ongoing basis to explore opportunities to create efficiencies and to improve quality; advise and inform IDD Director and/or other Senior Management regarding quality assurance risk oversee and manage external program audits, prepare and implement corrective action plans, share audit findings with the Case Management Unit, Management Team and identify improvement strategies; ensure team implementation of IDD quality assurance plan and other quality initiatives and processes
• Direct the work of key initiative activities through these supervisors, provide coaching, guidance, and support
• Provide direct staff supervision and team support, using trauma-informed and culturally responsive practices
• Decide and establish staff work schedules, assign duties, monitor and evaluate work performance of staff, including completing all probationary and annual performance reviews for assigned staff. Provide ongoing feedback and coaching, initiate progressive discipline as appropriate
• Act as a resource, and provide direction, guidance, and leadership to staff that prioritizes racial equity and builds a culture of safety, belonging, and trust for employees
• Support the development of Division's budget, carefully considering potential impacts on program goals, and strategic plans with a consistent and intentional focus on racial equity
• Ensure that the budget planning process and final allocations within the budget reflect the feedback and center the needs individuals with intersecting identities for and Intellectual and/or Developmental Disabilities
• Participate in annual budget development by writing Program Offers, recommend, and justify new areas for budgetary additions
• Provide expert guidance to other departments, the general public, and/or outside agencies; represent the county to the public, elected officials, other agencies, governments, and organizations including making presentations, participating in meetings, and conducting community outreach

Diversity and Inclusion:At Multnomah County, we don't just accept difference; we value it and support it to create a culture of dignity and respect for our employees. We are proud to be an Equal Opportunity Employer. As a Department of County Human Services (DHCS) employee, you will create a work culture of respect, trust, and understanding for the highly diverse populations of the Department of County Human Services in the office and in the community. Every employee shares the responsibility for promptly bringing to the County's attention conduct that interferes with providing a work environment free of illegal discrimination and harassment.

TO QUALIFY:

We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled as required. Please be clear and specific about how your background is relevant. For details about how we typically screen applications, review our overview ofthe selection processpage.

Minimum Qualifications/Transferable Skills*:

Education/Training:

• A Bachelor Degree from an accredited College or University in the field of study, Business Management, Social Work, physiology, Sociology. Instead of a Bachelor Degree equivalent work experience in leadership role, and training
• Three (3) to Six (6) years of supervisory experience in a union-based environment is preferred, but not required.
• Ability to promote a culture of respect, inclusiveness, and appreciation of diverse perspectives, backgrounds, and values
• Must pass a criminal background check

Preferred Qualifications/ Transferable Skills*: You do not need to have the following preferred qualifications/ transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.

*Transferable skills: Your transferable skills are any skills you have gained through education, work experience (including the military) or life experience that are relevant to this position. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position.

SCREENING & EVALUATION:

REQUIRED:

‌ Application Packet: You must submit all requested items below. Failure to do so will be deemed ‌an incomplete application.

1. Attach a Resumedemonstrating you meeting minimum qualifications; AND

2. Attach a Cover Letter addressing the following:

• Demonstrate your experience working with diverse, vulnerable populations; and
• How you meet the qualifications for this position; and
• What is your management style
• Why you are interested in the position

Note:The application, resume, and cover letter should clearly demonstrate your work experience/skills and how they relate to the descriptions provided in the ‘Overview’ and ‘To Qualify’ sections of the job announcement. Please be thorough, as these materials will be scored and determine your eligibility to advance in this recruitment process.

-- Only apply ONCE for this opportunity. Duplicate applications CANNOT be submitted on Workday. --

• Internal applicant: If you are an internal candidate (current employee, including on-call, regular, probationary, limited duration, and temporary employee), your job application will consist of the career profile that you complete in Workday. Before you apply, please make sure to do the following:
  • Navigate to your profile in Workday (see:My Career Profile) and click on the “Career” section of your profile. Complete all sections of your career profile that you want to have included in your application (Job History, Education, Skills, Languages, Certifications, etc.).
  • When completing the application on Workday as an internal candidate, you will need to scroll down to see the “Resume/Cover Letter” section on your screen. This is the place where you may upload your resume and cover letter by clicking the “Upload” button for EACH document you’d like to upload. There will be no other prompts for you to upload your resume and cover letter.

• External applicant: When completing the application on Workday as an external candidate (including volunteers, unpaid interns, contractors, and community partners) throughhttps://multco.us/jobs, you will come to a page where you will see the "Resume/CV" section. This is the place where you may upload your resume and cover letter by clicking the “Upload” button for EACH document you’d like to upload. There will be no other prompts for you to upload your resume and cover letter.
• Do not click the “Submit” button before you upload your documents.

After You Apply:

• Please save a copy of this job posting for your reference, as it will not be available for you to view online after the job posting closes.
• Log in to your Workday account before the job posting closes to see if you have any pending tasks or actions to complete. These can be found under the “My Applications” section. You must complete these tasks or actions before the job posting closes.
• Check both your email and Workday account for updates regarding this recruitment.

The Selection Process: For details about how we typically screen applications, review our overview ofthe selection processpage. We expect to evaluate candidates for this recruitment as follows:

• Initial review of minimum qualifications
• Resume and Cover Letter Review
• Phone screen
• Consideration of top candidates
• Language assessment
• Background, reference

Note: Application information may be used throughout the entire selection process. This process is subject to change without notice.

ADDITIONAL INFORMATION:

Hybrid Telework: This position is designated as “hybrid telework,” meaning you will be working both remotely (from home) and in person at an onsite location. The designation of Hybrid Telework may be subject to change at a future time. All employees must reside in Oregon or Washington; the county cannot support ongoing telework from other locations.. The onsite work location for this position is Five Oak, 209 SW 4th Ave, Portland, OR 97209

Serving the Public, Even During Disasters

Everyday, Multnomah County staff work together to serve as a safety net for our communities. During a disaster, this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather, natural disaster, or other types of community emergency response. During these emergency responses, while typically there begins with a call for volunteers, county employees may ultimately be reassigned from their current position to a role in the emergency response in order to support the critical needs presented by our communities. For more information, please visit theDisaster Service Worker Informationpage.

Diversity and Inclusion: At Multnomah County, we don't just accept difference; we value it and support it to create a culture of dignity and respect for our employees.

We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran or protected veteran status, genetic information and other legally protected characteristics. The EEO Know Your Rights poster is available for your reference. Multnomah County is a VEVRAA Federal Contractor. We request priority protected veteran referrals.

Veterans’ Preference: Under Oregon Law, qualifying veterans may apply for veterans’ preference. Review our veterans’ preference page for details about eligibility and how to apply.

Accommodation under the Americans with Disabilities Act: We gladly provide reasonable accommodation to anyone whose specific disability prevents them from completing an application or participating in this recruitment process. Please contact the recruiter below in advance to request assistance. Individuals with hearing or speech impairments may contact the recruiter through the Telecommunications Relay Service by dialing 711.

Questions?

Recruiter:

Nicole Cole

Email:

nicole.cole@multco.us

Phone:

+1 (503) 9887767 x87767

Application information may be used throughout the entire selection process. This process is subject to change without notice.

Disclaimer: This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.

Job Profile:

9615 - Manager 1