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Program Manager, Center for Work and Family Life

Center for Work and Family Life Los Angeles, California

The University of Southern California (USC) is one of the world’s leading private research universities. An anchor institution in Los Angeles, a global center for arts, technology, and international business, USC is also one of the largest private employers in the City of Los Angeles.  We are searching for exceptional individuals to help us fulfill our mission: Developing individuals and society as a whole through the cultivation and enrichment of the human mind and spirit. 

Job Summary

The Center for Work and Family Life (CWFL) Program Manager will drive the development and delivery of innovative, supportive employee assistance services offered to University faculty and staff. This person will work collaboratively to align employee needs with Center resources and programs, with the goal of helping employees attain professional and personal life balance. The Program Manager partners with campus departments to market and promote services in an effort to increase engagement through workshops, trainings, programs and events. This role will shape program operations and manage administrative functions while contributing to content, design and strategic planning efforts. The Program Manager will prioritize service excellence and integrity in all responsibilities, ensuring employee confidentiality. This role will execute USC’s vision while championing USC’s culture and values.

Minimum Qualifications

The candidate for the position of Program Manager (CWFL) must meet the following qualifications:

  • Master’s degree in Social Work, Counseling, Marriage and Family Therapy, Psychology, or another related field.
  • Five or more years of experience in one or more of the following fields: post master’s in a clinical setting, human resources, and/or employee assistance programs.
  • Demonstrated experience managing program operations and administrative functions.
  • Experience developing content and materials for employee assistance resources.
  • Ability to provide consistent, equitable, confidential support and resource referral to faculty and staff.
  • Practiced knowledge of psychology principles applied to human resources administration, employee engagement and program development.
  • Advanced knowledge of industrial-social work, organizational psychology or counseling theories and techniques.
  • Experience with employee crisis intervention, management and incident response and reporting.
  • Experience with assessment and evaluation of mandated employee referrals.
  • Ability to develop positive working relationships and a strong rapport with team members.
  • Exceptional organizational skills, including the ability to prioritize between immediate needs and long-term objectives.
  • Ability to exercise sound judgment in making decisions with minimal supervision and discretion with confidential information.
  • Excellent written and verbal communications skills; heightened interpersonal skills.
  • Ability to work strategically and collaboratively across departments.
  • Excellent analytical skills and the ability to think strategically and creatively.
  • Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
  • Licensed State of California mental health care professional.
  • Certified Employee Assistance Professional (CEAP) or equivalent employee assistance program experience.
  • LPCC, LCSW, MFT CA state certification.

Preferred Qualifications

The ideal candidate for the position of Program Manager (CWFL) has the following qualifications:

  • Doctorate in Social Work, Counseling, Marriage and Family Therapy, Psychology, or another related field.
  • Seven or more years of experience in employee assistance programs.
  • Experience working in higher education or at a higher education institution.
  • Two or more years of experience leading teams in a management or leadership role.
  • Extensive program management of employee assistance programs including planning, budgeting, scheduling, personnel administration, policy implementation and marketing.
  • Experience contributing to proposal design, development, content and evaluation.
  • Developed counseling skills founded in empathy and a culturally sensitive approach.
  • Experience with group consultation, mediation and problem identification and resolution.
  • The ability to interpret policies and trends, conclude sound analyses and propose solutions.
  • Experience in leadership and people-building roles.
  • Excellent interpersonal skills, emotional intelligence, and relationship-building abilities.
  • HR knowledge based on a combination of theory, learning, research and hands-on experiences.
  • Demonstrated ability to effectively communicate with senior leadership.
  • Bilingual in English and Spanish.
  • CEAP, PCC, ICF, EAP, EAPA or other similar certifications.

Job Responsibilities

The candidate for the position of Program Manager (CWFL) will be responsible for:

  • Possessing a broad understanding of employee assistance resources and services traditionally available through HR. Understanding and articulating how employee assistance programs within the Center help facilitate departmental strategies and goals. Organizing, coordinating and reviewing community resources, social service agencies and other psychosocial referral sources for employees.
  • Planning and developing program objectives and content by identifying trends or needs. Guiding the delivery of services, including goal-oriented staffing, to targeted program participants. Developing and conducting workshops, seminars, and related activities appropriate for USC faculty and staff. Leading program operations and administrative processes. Setting program budgets and recommending resource allocation; regularly providing financial status reports as needed. Planning and implementing outreach activities and promotional campaigns for University employees. Implementing office security related procedures, routines. Recognizing duress signals and key controls.
  • Serving as an approachable key resource for program information. Managing a high-quality delivery of services to targeted program participants or beneficiaries. Reviewing and evaluating client progress and establishing follow-up contact.  Leading changes that maximize optimization or smooth processes for employees utilizing the Center’s resources. 
  • Leading clients to development of strategies for conflict resolution. Consulting with department administrators regarding problems presented by staff or faculty related to psychosocial factors such as chemical dependence, job related stress and interpersonal relations with co-workers, subordinates and supervisors. Setting and communicating program delivery details. Developing marketing and promotion strategies that include proactive digital communication targeting and passive publication. Cultivating positive working relationships with HR stakeholders to facilitate programming.
  • Developing curriculum and course materials and coordinating involvement with facilitators. Leading subsequent training sessions with University administrators regarding chemical dependence, stress, crisis, and referral procedures. Pioneering programming that links with other relevant departments to provide innovation opportunities to increase employee engagement. Assisting in development of prevention, intervention, referral, and outreach services. Identifying fundraising opportunities and funding sources; writing grants and developing research proposals when necessary. Driving continuous improvement by leveraging new or changing technologies and processes.
  • Regularly assessing the quality of program operations. Modifying existing program services or creating new offerings to maintain or enhance the resources and reputation of the Center. Developing and maintaining automated or manual systems and procedures to facilitate program operations. Resolving problems or questions referred by program staff, senior University administrators. Demonstrating integrity in decision-making.
  • Maintaining confidential client records. Contributing to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across the HR organization. Upholding the principles of the USC Code of Ethics.
  • Understanding how Center initiatives and programs further the University and the departmental strategy and goals. Providing insights from counseling to influence HR’s development of employee resources. Demonstrating, through words, actions, and ideas, alignment to USC’s Strategic Plan and the HR Organization’s Strategic Plan.
  • Performing other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.

The University of Southern California is an Equal Opportunity Employer


Minimum Education: Master’s degree Minimum Experience: 5 years Minimum Field of Expertise: Master’s degree in psychology, social work, counseling or other related fields. Marriage and family therapy (MFT), LPCC and/or LCSW certifications from an accredited program. Post-master’s certification in a clinical setting. State of California licensed mental health care professional. Certified Employee Assistance Professional (CEAP) certification. Five years’ experience in human resources, with some in Employee Assistance Programs. Demonstrated experience managing program operations and administrative functions. Experience developing employee assistance resource content and materials. Ability to provide consistent, equitable, confidential support and resource referrals to faculty/staff. Proven knowledge of psychology principles applied to human resources administration, employee engagement and program development. Experience with employee crisis intervention, management and incident response and reporting. Advanced knowledge of industrial-social work, organizational psychology or counseling theories and techniques. Proven interpersonal skills, able to establish strong, positive working relationships and rapport with diverse groups of team members. Experience with assessment and evaluation of mandated employee referrals. Exceptional organizational skills, able to prioritize between immediate needs and long-term objectives. Ability to exercise sound judgment in making decisions with minimal supervision and discretion with confidential information. Excellent written and verbal communications skills. Proficiency with Microsoft Office. Excellent analytical skills, able to think strategically and creatively.


REQ20093753 Posted Date: 10/05/2020

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