Public Benefits Manager

Position Title: Public Benefits ManagerSupported by: Director of Public BenefitsFLSA Status: Exempt, Full-TimeOur Story:Food Bank for the Heartland has connected our communities with food, resources, and hope since 1981. The fight against hunger is our ongoing, collaborative effort. We work with individuals, organizations, food manufacturers and distributors, grocery stores, the USDA, and Feeding America to procure food and purchase food to supplement donations. Through the collective power of our leadership, employees, partners, volunteers, and donors, we can reach more communities, serve more people, and address food insecurity more directly and effectively. As new needs arise, we are ready.Our Philosophy: Every service we provide, program we offer, and decision we make is rooted in our core Mission, Vision, and Values.In Short:The Public Benefits Manager will support the mission and strategic plan of Food Bank for the Heartland to reduce food insecurity by connecting eligible candidates to SNAP benefits. This role is responsible for directly supervising all SNAP Hotline staff to increase access to SNAP benefits in hard-to-reach and underserved populations in Nebraska and Iowa.Your Mission: Team Leadership and Performance ManagementProvide day-to-day leadership and direction for SNAP Hotline staff, including hiring, scheduling, task assignment, timekeeping oversight, and management of employee relations matters.Oversee performance management processes to ensure high-quality service delivery and adherence to Food Bank for the Heartland's mission, values, and standards.Define, monitor, and report on team and individual performance metrics, providing coaching, recognition, and feedback to support employee development.Utilize performance and operational data to identify trends, implement corrective actions, and update training initiatives to improve team effectiveness.Foster team engagement and cohesion through onboarding, training, continuing education, team-building activities, and ongoing communication.Program Operations and Quality AssuranceWork with Director of Public Benefits to develop, maintain, and update standard operating procedures for hotline and outreach work to ensure consistency in service from all team members.Define and track program metrics of success. Use these to review and revise the internal operating systems and procedures to aid food assistance clients in the preparation of food assistance applications and recertification requests to the state.Review and revise internal systems, workflows, and procedures to support efficient preparation of food assistance applications and recertification requests.Ensure application quality, compliance, and accuracy through ongoing monitoring, coaching, and process improvements.Strategic Program Development and OutreachWork with Director of Public Benefits to develop and implement strategies to increase access to food assistance benefits in hard-to-reach and underserved populations across Nebraska and Iowa to reduce food insecurity.Develop and enhance outreach and hotline processes that improve participation in food assistance and reduce food insecurity.Provide expertise, recommendations, and updates on SNAP programming to the Director of Public Benefits.Client Service and Direct Program SupportMaintain a high level of customer service by showing empathy, kindness, respect, integrity, and urgency in all interactions.Support department goals through direct client assistance as needed, including answering hotline calls, submitting documentation to state agencies, assisting with outreach efforts, and providing coverage during periods of high call volume or staff absences.Cross-Functional CollaborationPartner with internal FBFH departments to promote collaboration, operational efficiency, education, and alignment in support of organizational goals and client outcomes. Work in conjunction with other internal FBFH departments for collaboration, efficiency, and education.Other duties that are entrusted within your scope of practice.Knowledge, Skills, and Abilities:Commitment to the FBFH mission and valuesStrong project, planning, and implementation skillsAbility to interface with community partners.Strong attention to detail with a focus on accuracy, documentation, and consistency.Effective interpersonal and communication skills focused on relationship-building, active listening and support.Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.Ability to communicate clearly and effectively across all levels of the organization, including cross-functional teams and external partners.Ability to build trust, credibility, and strong working relationships across teams.A dynamic team player and collaborative leader, driving synergy within the department and across all functions, fostering a unified approach to achieving organizational goals.Ability to work independently with minimal supervision to achieve deadlines.Exceptional relationship-building skills, proven ability to communicate and collaborate effectively with diverse internal and external stakeholders, fostering trust and driving meaningful partnerships.Ability to juggle multiple projects, with attention to detail and accuracy, while adhering to deadlines.Ability to maintain professional demeanor.Proficiency in Microsoft Office Suite, data analytics tools, and relevant business software.Your Story: Bachelor’s degree in related field or equivalent relevant years of experience required.Minimum of three (3) years experience in customer or human services required.Minimum of two (2) years of experience in management preferred.Lived experience with the impacts of systemic racism or marginalization is a plus.About The Team:Everyone at Food Bank for the Heartland, from our administrative staff and warehouse employees to our team members working in partnership in the various community locations, shares a common vision: to help eliminate hunger in our service area—one initiative, program, and thoughtful decision at a time. Our culture is committed to welcoming you to our table, supporting your passion and drive, and focusing on diversity, growth, and community involvement.The Public Benefits Manager is part of the Community Impact team, which brings together Public Benefits, Food Sourcing, Operations, and Network Relations teams. This team works in close partnership. This position is directly supported by the Director of Public Benefits.We provide an environment to help you succeed.Food Bank for the Heartland is an equal-opportunity employer, and we’re excited to work with talented and empathetic people of all identities. As required by law and in line with our commitment to diversity, inclusion, belonging, and equity, FBFH does not discriminate based on someone’s identity in any aspect of hiring or employment. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences. FBFH will consider all qualified applicants.FBFH is committed to inclusion. As part of this commitment, FBFH welcomes applications from individuals with disabilities and will work to provide reasonable accommodation. If reasonable accommodations are needed to participate in the job application or interview process, don't hesitate to get in touch with adurr@foodbankheartland.orgWe empower your well-being by prioritizing your health, growth, and balance to ensure you thrive both personally and professionally.We prioritize your well-being by offering a comprehensive benefits package, including medical, retirement, supplemental, and leave benefits. Additionally, we provide resources like our Employee Assistant Program, designed to support your overall health and personal needs, ensuring you thrive both at work and in life.