HDM Operations Specialist in New York, New York at Encore Community Services

Job Title: HDM Operations Specialist

Program: Home Delivered Meals

Supervisor: Director of Nutrition Services

Job Status: Full Time/ Non-Exempt

Job Hours: 35 hours per week /On-Site/ Monday through Saturdays (as needed)

Location: 239 West 49th Street

Compensation: $51,400, Annually

About Encore: Known widely as Broadways longest running act of loving care, Encore’s mission is to improve the quality of life for older New Yorkers so they are not just surviving, but thriving. Through a robust array of programming, Encore takes a “no wrong door approach” to ensure Seniors are able to age in place comfortably for as long as possible. Encore is recognized as one of the most respected and trusted nonprofit organizations providing services for older New Yorkers in New York’s City. Encore is on the cutting edge in the human service field and is a staunch advocate not only for older New Yorkers, but also for the essential human service employees who serve as the City’s safety net. Do not miss this chance to work for a mission-oriented organization, which centers employees as its number one resource.

About Position: Encore’s goal is to provide the most stellar experience for all of its Home Delivered Meals (HDM) recipients. The HDM Operations Specialist supports the Director of Nutrition Services with efficient delivery of home-delivered meals to over 1,100 clients daily by maintaining data systems, coordinating logistics, managing client communications, and ensuring compliance with regulatory standards set by the New York City Department for the Aging (DFTA), City Meals on Wheels (CMOW), and Department for Health and Mental Hygiene (DOHMH). The HDM Operations Specialist maintains collaborative relationships with community partner including Case Management Agencies (CMA).

Benefits: This position is a full-time position with benefits that include medical insurance (with Employee contribution), Dental & Vision plans with coverage beginning on the first day of hire, generous paid time off (vacation, personal days, sick days and earned floating holidays), 403(b) with 3% Employer Match after a year of employment, Flexible Spending Account, Dependent Care and transit benefits.

Job Responsibilities:

· Monitor and follow-up of all CMA and client communications, including emails and phone calls, ensuring timely resolution of requests and alignment with service standards;

· Triage client inquiries to appropriate staff and ensure issues are tracked through to resolution;

· Prepare communication materials (letters, menus, notices, client contributions collection and other documentations to ensure accurate and timely client outreach;

· Maintain service continuity for clients by assisting with documenting and responding to "No Answers" calls, and coordinate redelivery with client;

· Monitor office supplies inventory to support uninterrupted service delivery;

· Collect, analyze, and report on participant survey data to support program evaluation;

· Assist with financial operations by generating client contribution receipts and coordinating distribution;

· Log incoming grievances and notify appropriate department for follow up;

· Daily monitoring and data entry of DFTA Senior Tracking, Analysis and Reporting System (STARS) Encore's internal participant database, meal units breakdown report, incoming referrals, holding or terminating requests in order to disseminate information and updating of Encore delivery routes.

· Create and update client registration in STARS with delivery information which includes meal Information, route information, days of delivery and other pertinent information;

· Generate and reconcile daily route sheets and meal counts (hot and frozen) to support accurate distribution and minimize errors;

· Provide operational coverage during staff shortage and emergency situations, which includes, but not limited to, delivery, meal packing, and office support;

· Coordinate LYFT transportation requests to facilitate deliveries;

· Support compliance with city and state regulations by ensuring accurate documentation, reporting, and record-keeping;

· Provide operational guidance and support to staff during high-volume periods;

· Contribute to continuous improvement projects to optimize operations, reduce waste, and improve service delivery efficiency;

· Develop Standard Operating Procedures (SOP) for recurring tasks to streamline training and consistency;

· Conduct routine analysis of delivery data (missed meals, client holds, re-delivery rates) to identify trends and propose operational adjustments;

· Prepare weekly and monthly operational performance reports for the supervisor to support decision-making;

· Assist with general office task, special projects, and other duties assigned.

Required Qualifications:

· Bachelor’s degree in Operations Management, Business, or related field and or equivalent experience;

· Excellent computer skills and a proficiency in MS Word and Excel; basic knowledge of Access;

· Excellent operational and customer services skills;

· Has a sense of compassion, understanding and empathy for the elderly population;

· Strong written and verbal communication skills; excellent community engagement skills; Self-starter with strong organizational, planning, time management skills, and ability to think proactively and ability to take a solution-focused approach to problem solving; Good leadership abilities and ability to work well with others;

· Ability to work with minimal supervision;

· Ability to maintain confidentiality;

· Flexible and willing/able to cover during emergencies, including but not limited to inclement weather emergencies such as winter snowstorms, hurricanes, and other unforeseen emergency situations;

· Have the ability to lift and carry heavy objects a minimum of 50 pounds, including cases of fresh, frozen or canned food items, packed delivery bags as well as filled commercial grade pots or trays in and out of ovens;

· Have the ability to stand for a long period of time both for meal packing and delivery route distribution;

· Ability to work Saturdays as needed.