Client Services Manager
About The Position
Redwood Coast Regional Center (RCRC) is a community-based, private nonprofit corporation under contract with the California Department of Developmental Services. RCRC provides intake, assessment, diagnosis, and coordinates community-based services for more than 10,000 children and adults with developmental disabilities in Del Norte, Humboldt, Lake, and Mendocino counties. The Client Services Manager oversees the recruitment, hiring, training, and supervision of Service Coordinators and Unit Assistants assigned to a unit or branch office. The manager ensures staff effectively implement State, Federal, and Agency policies and procedures, and collaborates with Agency departments and community entities, including vendors, generic agencies, advocacy organizations, and the developmental center system. The role also oversees program and service responsibilities, staff development and performance, client plans and authorizations, case record quality, and coordination with other agencies and community groups.
Requirements
- Bachelor’s degree in Social Work, Human Services, Psychology, or a related field.
- At least 6 years of experience in social assistance, case management, or a related role.
- Strong knowledge of social service programs, community resources, and eligibility criteria.
- Excellent verbal and written communication and interpersonal skills, including the ability to engage diverse client populations.
- Proficiency in maintaining confidential client records and using case management software.
- Clear and direct communication; understanding of legal and professional documentation methods and requirements.
- Ability to comprehend and interpret statutes, regulations, directives, policies, and procedures.
- Listening and empathy skills when working with subordinates and people with disabilities or their families.
- Ability to organize and prioritize work for self and others in a fast-paced environment with competing demands and pressures.
- Ability to set clear expectations for subordinates and evaluate performance.
- Ability to deescalate situations calmly and proactively.
- Ability to teach, model, coach, and help others develop skills and improve performance.
- Ability to establish boundaries and help staff identify and resolve ethical or office conflicts.
- Competency with word processing, email, SANDIS, Excel, and other basic computer programs.
- Reliable transportation and a valid driver’s license with minimum vehicle insurance as prescribed by law, or the ability to arrange independent transportation.
- Ability to work under deadline pressure in a fast-paced environment, cope with complex and stressful situations, and be available for after-hours emergency on-call concerns.
- Ability to meet the position’s physical demands, with reasonable accommodation where applicable.
Responsibilities
- Ensure supervised staff understand and are guided by the Lanterman Act, Early Start Regulations, RCRC’s Vision Statement, State and Federal laws and regulations (including Early Start and Part C), and Agency policies and procedures.
- Supervise, mentor, coach, and oversee the tasks and project accomplishments of the Client Advocate for assigned counties.
- Develop or collaborate on the development or revision of Agency procedures, protocols, and manuals related to assigned programs and services.
- Recruit and hire qualified service coordinators, unit assistants, team leaders, Early Start Coordinators, and other staff assigned to the unit or office.
- Develop and oversee initial orientation and ongoing training plans for unit staff.
- Evaluate new and existing staff performance at Agency-determined intervals and as needed; develop and oversee coaching or corrective action plans when staff do not meet expectations.
- Participate, as assigned, in coordinating and overseeing Early Start and/or over-3 intake and eligibility team responsibilities, including timely referrals and intake, meeting eligibility review timelines, and transferring newly eligible clients to the appropriate unit.
- Analyze State and Federal waiver proposals for consistency with self-determination, update the RCRC Director’s Team on relevant elements, and recommend Agency responses.
- Review and approve IFSPs and IPPs developed through person-centered planning, ensuring applicable waiver qualifiers are met; review and approve POS authorizations consistent with State laws, regulations, and Agency guidelines.
- Review or coordinate reviews of client case records for completeness and compliance with Agency guidelines and State and Federal requirements; provide staff training and guidance on documentation gaps, Title 19 notes, CDERs/ESRs, and service monitoring.
- Collaborate with agencies, vendors, and community groups to provide accurate information about the regional center, its clientele, policies, and mandates; serve as an official liaison when needed.
- Participate actively on the Agency’s fair hearing team and assist with informal and formal state-level fair hearings.
- Perform other duties as assigned by the Director of Client Services or the Executive Director of Redwood Coast Regional Center.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
