Care Manager

Empowered Services•Tualatin, OR

8d•$29 - $30•Hybrid

About The Position

We’re hiring a Care Manager to take ownership of day-to-day operations within an assigned county or county area. This is a hands-on leadership role responsible for supporting Care Coordinators, overseeing the county DSP workforce, maintaining strong customer services, and ensuring referrals move successfully from intake and matching into stable service. You’ll also help grow your county by understanding local service gaps, developing relationships with community partners, monitoring staffing capacity, and using operational data to determine where the team needs to focus next. This role is a strong fit for someone with experience in care coordination, IDD services, human services, workforce coordination, customer service, or team leadership who is ready to take ownership of a larger operation.

Requirements

Strong leadership, communication, organization, and problem-solving skills.
Ability to supervise employees, provide feedback, and hold others accountable.
Ability to manage multiple customers, employees, priorities, and follow-up items at the same time.
Strong professional judgment when handling customer, staffing, and service concerns.
Ability to interpret operational information and turn it into clear next steps.
Comfort communicating with customers, families, employees, community partners, and leadership.
Reliable transportation and ability to travel throughout an assigned county or service area.
Commitment to person-centered support for individuals with intellectual and developmental disabilities.

Nice To Haves

Experience in care coordination, IDD services, human services, healthcare, workforce coordination, or a related field.
Previous supervisory or team leadership experience.
Experience supporting or supervising Direct Support Professionals.
Knowledge of Oregon IDD services, CDDPs, brokerages, Services Coordinators, Personal Agents, or provider agencies.
Experience with customer intake, employee matching, scheduling, workforce management, or service coordination.
Experience using operational data or performance metrics to improve results.
Bilingual English/Spanish skills.

Responsibilities

Lead County Operations: Take ownership of day-to-day operations for your assigned county. Maintain visibility into customers, DSPs, referrals, open shifts, staffing capacity, service hours, and operational concerns. Ensure referrals, service needs, and follow-up items have clear next steps and are completed on time. Identify barriers affecting service delivery and develop plans to resolve them. Monitor authorized hours compared with hours actually being delivered and work to close service gaps.
Lead Care Coordinators and DSP Operations: Supervise, coach, and support Care Coordinators assigned to your county. Provide operational oversight and performance accountability for the county DSP workforce. Help Care Coordinators prioritize customer support, provider communication, documentation, and direct-service responsibilities. Monitor attendance, reliability, documentation, training, communication, and service concerns. Partner with Human Resources and leadership when employee concerns require additional review or corrective action.
Oversee Intake, Matching, and Service Starts: Ensure new customer inquiries and referrals receive timely follow-up. Review customer needs, schedules, authorized hours, location, preferences, and staffing requirements. Help identify appropriate DSP matches based on availability, skills, schedule, geography, language, and compatibility. Coordinate the team through intake, matching, onboarding, and successful service activation. Make responsible decisions about whether the county has the staffing capacity to support new services successfully.
Maintain Strong Customer Services: Monitor active services and address scheduling gaps, missed shifts, communication concerns, training needs, and service interruptions. Ensure customers, families, guardians, DSPs, and support teams receive consistent communication and follow-up. Support successful provider transitions and rematching when services change. Help resolve concerns before they become larger service problems. Promote customer dignity, choice, independence, safety, and community inclusion.
Build Community Relationships and County Growth: Develop strong working relationships with CDDPs, brokerages, Services Coordinators, Personal Agents, families, schools, advocacy organizations, and other community partners. Learn where customers in the county are struggling to find reliable services. Identify local workforce needs and help build DSP capacity where demand exists. Maintain timely, honest communication with referral partners about service availability and progress. Grow county services responsibly without accepting more customers or hours than the team can reliably support.
Use Data to Drive Action: Monitor county performance including delivered hours, staffing capacity, open shifts, overtime, service starts, retention, and service gaps. Identify trends and determine what is preventing the county from reaching its goals. Develop clear action plans when performance falls below expectations. Provide regular county updates to the Regional Care Manager. Use operational data to guide staffing, recruitment, matching, retention, and growth priorities.