Director of SNAP Navigation and Care Center

JOB TITLE: Director of SNAP Navigation and Care Center                           

DEPARTMENT: Neighbor Services         

REPORTING TO: VP of Neighbor Impact and Strategic Growth

# OF DIRECT REPORTS: 3 direct reports; 20+ indirect reports

STATUS: Salaried (Exempt)

HOURS: Full-time; 40 hours/week

LOCATION: Brooklyn Park, MN / Hybrid

ABOUT SECOND HARVEST HEARTLAND

Second Harvest Heartland is the second-largest food bank in the United States, sourcing and delivering food to nearly 1,000 food shelves and food distribution partners throughout 59 counties across central and southern Minnesota and western Wisconsin. Our work begins with a bold vision: a community where no one goes hungry. We help fill plates, shelves, and fridges throughout the region while shining a light on food insecurity and its root causes and inspiring action at home and across the country. By utilizing new and better data, engaging and mobilizing partners, and advancing innovative solutions, we are on the leading edge of a movement to address hunger and food insecurity in our communities.

If you’re ready to turn your passion into purpose, join us and help build a future where every neighbor has the food they need to thrive.

POSITION SUMMARY

This role is responsible for directing the strategy and execution of SNAP navigation and food access support at Second Harvest Heartland (SHH). This individual will lead a dedicated team of managers, supervisors, and individual contributors that engage with neighbors by generating awareness of SNAP application navigation and other food resources to one-on-one support delivery to measurement of successful access to food. The SNAP Director will collaborate with SHH cross-functional leadership across Information Technology, Data & Analytics, Commodity Supplemental Food Program, Partner Operations, and External Relations teams. They will partner with the Department of Children Youth and Families, county social service administrators, and peer non-profits to strengthen SNAP in Minnesota.

DUTIES AND RESPONSIBILITIES

• Own contractual relationship with Department of Children Youth and Families as a SNAP Outreach Grantee, work that is federally funded by the U.S. Department of Agriculture, Food and Nutrition Administration
• Provide strategic leadership and day-to-day oversight for SHH in-person SNAP Outreach and virtual Care Center call-center teams, including program design, execution, budget oversight, and continuous improvement of high-volume neighbor service delivery
• Establish clear team and individual performance milestones, monitoring SNAP assist goals and service delivery workflows for a combined team of twenty plus team members
• Regularly synthesize outcome metrics and key takeaways from environment for internal and external leadership, grants, and press to ensure work is accurately represented 
• Build and/or maintain relationships with state and county leaders to ensure SHH team has clear and current guidance on SNAP administration and best ways for SHH advisors to support neighbors
• Develop and maintain outreach and service delivery strategies that balance incoming requests with team capacity to deliver high quality and “real time” support to neighbors

• Partner with FOODRx program to ensure Care Center able to fulfill requirements of all contracted food access support to health care providers
• Partner with the Fundraising/Development team to pursue grants to support work 
• Partner with the IT and Data and Analytics team to upkeep existing systems (ServiceNow, 3CLogic, and others) and proactively prioritize future investments 
• Cultivate a collaborative, supportive, and high-performing team environment that successfully supports both in-office staff and remote/distributed teams
• Ensure team members possess current knowledge of SNAP policies and application requirements, empowering them to effectively guide neighbors 
• Uphold all civil rights, DHS, data privacy, and security provisions required by state and federal partners
• Other duties, as assigned

REQUIRED QUALIFICATIONS

• A combination of education and experience generally attained through a bachelor’s degree and a minimum of 7-10 years of progressive leadership experience in human services, program management, or customer contact center environments
• Deep operational familiarity with SNAP program and other public benefit programs’ eligibility determination processes
• Strong strategic planning skills, with the ability to turn high-level organizational goals into clear, actionable, data-informed operational processes
• Proven experience leading, coaching, and developing teams, including experience managing salaried and hourly employees, supervisory staff and managers
• Experience managing hybrid and fully remote team members
• Exceptional interpersonal and communication skills, with a demonstrated ability to effectively engage with public officials, state agencies, and community stakeholders
• Proficient with Microsoft Office 365 and adaptable to learning enterprise data platforms and case management software
• Highly organized with exceptional attention to project management, program compliance, and resource tracking
• Ability to navigate a fast-paced, high-demand environment with flexibility, efficiency, and enthusiasm
• Valid MN driver's license, clean driving record, and access to reliable transportation for occasional travel across the Minnesota service area

DESIRED QUALIFICATIONS

• Advanced degree in public policy, social work, public health, or non-profit management
• Extensive knowledge of MN SNAP regulations, state funding mechanisms, and county-level administrative procedures
• Experience generating awareness and interest in public benefits programs 
• Experience managing technical transitions or upgrades

SECOND HARVEST HEARTLAND VALUES

• We Deliver: We use our head and heart to make decisions, we make the best use of donor dollars, and we achieve results safely and reliably.
• We Lead with Our Hearts: We keep our neighbors, partners, and teams at the center of our work. We seek to understand and anticipate their needs.
• We are all in this Together: We collaborate, internally and externally. We communicate openly, seeking feedback and sharing knowledge.
• We Innovate: We seek out bold new ideas, we embrace change, and we commit to continuous improvement for ourselves and our work.
• We Believe our Differences Make us Stronger: We value inclusion and embrace the variety of backgrounds that make up our team and our community. Our different experiences and perspectives empower us to fulfill our mission.