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Office Manager,

Reports to: Executive Director

Summary of Role:
The Office Manager provides customer service and general public relations, marketing and administrative support. The Office Manager oversees the day to day administrative operations of the organization, including greeting people who come to the office, answering the phone, updating records and assisting the Executive Director and the Adoption Case Managers. The Office Manager must possess very strong organizational skills, precise documentation and record-keeping skills, an ability to work with a diverse staff and varied program needs, extremely high levels of confidentiality and professionalism, good judgment and problem-solving skills, excellent interpersonal skills and the flexibility to manage multiple tasks simultaneously in a fast-paced working environment. Additionally, the Office Manager must possess the ability to work independently, be a self-starter, and a fast learner and thinker. This person must have the ability to give and receive feedback and must be able to understand, embrace, support and promote the true goals and mission of the organization.

Section 1: Major Duties and Responsibilities

1. Answers the phones, greets clients and visitors

2. Sends information to prospective families

3. Maintains an adequate supply of office supplies and orders new supplies when needed

4. Assists Executive Director with administrative needs and special projects

5. Recruitment of prospective adoptive families

6. Creates, maintains and closes adoption records

7. Maintains copier, postage meter and arranges for any necessary upkeep

8. Prepares and sends out monthly invoices for contract services, closing no later than first day of following month

9. Resolves billing inquiries

10. Manages vendors and payment processing

11. Provides first line of computer and equipment technical support to staff

12. Engages second line of computer and equipment technical support to staff

13. Disseminates information and coordinates activities between offices

14. Monitors income verification and sets up payment plans when required

15. Notarizes official documents and court reports, traveling when needed

16. Manages enrollment for all classes

17. Organizes / provides materials for all classes

18. Sends out client survey whenever a case is closed

19. Tracks necessary information and develops analyses related to program performance

20. Maintains and updates caseloads for staff

21. Provides secretarial support to staff when requested

22. Supports any counseling activities with clerical and scheduling requirements

23. Coordinates with UCP staff for scheduling facilities

24. All other duties as assigned.

Section 2: Core Competencies

Computer Skills - Demonstrated proficiency in word applications, email, and ability to use other systems and software applications as required by position.

Capable communicator. Readily shares information or knowledge needed by others. Routinely promotes open communication by seeking and providing feedback for the betterment of individuals. Effectively and efficiently conveys thoughts both verbally and in writing, demonstrates openness and honesty, and listens well during meetings. Asks questions to ensure understanding, exercises a professional approach with others using all appropriate tools of communication, and uses consideration and tact when offering opinions. Appropriately persuades, influences, and negotiates. Utilizes communication technology appropriately.

Commitment to Safety. Understands, encourages and carries out the principles of integrated safety management; complies with or oversees, the compliance with safety policies and procedures; completes all required training; takes personal responsibility for safety.

Cooperation/Teamwork. Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and managers; shares critical information with everyone involved in a project; works effectively on projects that cross functional lines; helps to set a tone of cooperation within the work group and across groups; coordinates own work with others; seeks opinions; values working relationships; when appropriate facilitates discussion before decision-making process is complete.

Customer Oriented. Champions the delivery of services that promote human potential for growth, individuality, self-realization and independence. Effectively delivers or supports the quality of care. Anticipates problems; sees how a problem and its solution will affect other units; gathers information before making decisions weighs alternatives against objectives and arrives at reasonable decisions; adapts well to changing priorities, deadlines and directions; works to eliminate all processes which do not add value; is willing to take action, even under pressure, criticism or tight deadlines; takes informed risks; recognizes and accurately evaluates the signs of a problem; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.

Diversity. Treats all people with respect; values diverse perspectives; participates in diversity training opportunities; provides a supportive work environment for the multicultural workforce; applies the philosophy of equal employment opportunity; shows sensitivity to individual differences; treats others fairly without regard to race, sex, color, religion, or sexual orientation; recognizes differences as opportunities to learn and gain by working together; values and encourages unique skills and talents; seeks and considers, diverse perspectives and ideas.

Ethical . Conducts business in a manner that adheres to established internal and external guidelines, regulations and standards of conduct. Raises legitimate concerns and respectfully challenge decisions and practices. Remains alert to potential risks, concerns and violations; taking action to report these immediately. Regarded by others as one who will always -do the right thing-. Ensures that services are responsible, appropriate, and


Mission-driven. Demonstrates dedication to the organization-s mission and vision. Contributes to the organization's overall success. Takes care to preserve and protect its assets, including the people who work here.

Respectful. Treats others fairly, consistently, and with dignity. Displays clear and professional boundaries. Demonstrates courtesy, consideration and appreciation for others. Uses positive and pro-social interactions. Works to resolve conflict constructively, directly and personally. Works effectively in a diverse environment.

Responsibility. Works diligently to achieve goals, minimize risk, and insure the safety of self and others. Takes responsibility for own actions/work product. Gathers information, makes decisions and develops solutions/improvements where necessary. Completes assigned duties in a timely and accurate manner. Dependable and able to work independently. Seeks assistance as needed to get the job done.


Experience: Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communication skills; proficient keyboarding and internet skills; proficient PC skills; State child abuse and criminal history clearance. A minimum of 2 years- experience.
Map: Wilmington DE
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