Client Services Manager
About The Position
The Client Services Manager oversees recruitment, hiring, training, and supervision of Service Coordinators and Unit Assistants assigned to a unit or branch office. The manager ensures staff implement State, Federal, and Agency policies and procedures effectively and works collaboratively with Agency departments and community entities, including vendors, generic agencies, advocacy organizations, and the developmental center system. The role includes oversight of assigned client services, staff development, intake and eligibility work, review and approval of service plans and purchase-of-service authorizations, and coordination with agencies and community groups. The manager also participates in the Agency’s fair hearing team and may take on other duties assigned by the Director of Client Services or Executive Director. The position is scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m., for 37.5 hours per week. It involves local and regional travel, occasional overnight trips, extensive sitting, frequent walking and standing, and occasional lifting of up to 20 pounds. The role may require availability for after-hours emergency on-call concerns and working under deadlines in a fast-paced environment.
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 effectively with diverse client populations.
- Proficiency in maintaining confidential client records and using case management software.
- Ability to understand and interpret statutes, regulations, directives, policies, and procedures.
- Basic understanding of legal and professional documentation methods and requirements.
- Good listening and empathy skills with staff, people with disabilities, and their families.
- Ability to organize and prioritize work for self and others in a fast-paced environment with competing demands.
- Ability to set clear expectations for subordinates and evaluate performance.
- Ability to de-escalate situations calmly and proactively.
- Ability to teach, model, coach, and assist others in developing skills and improving performance.
- Ability to set 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 legally required minimum vehicle insurance, or the ability to arrange independent transportation.
- Ability to travel locally and regionally, including occasional overnight trips, and to be available for after-hours emergency on-call concerns.
- Ability to meet the position’s physical demands, including extensive sitting, frequent walking and standing, occasional lifting up to 20 pounds, and occasional bending, stooping, reaching, and stretching; reasonable accommodation may apply.
- Ability to work under deadline pressure in a fast-paced environment and cope with complex and stressful situations.
Responsibilities
- Ensure supervised staff understand and follow the Lanterman Act, Early Start Regulations, the Agency’s Vision Statement, State and Federal laws and regulations, 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 for unit staff.
- Evaluate new and existing staff and, when necessary, develop and oversee coaching or corrective action plans.
- Participate, as assigned, in coordinating and overseeing Early Start and/or over-3 intake and eligibility team responsibilities, including timely referrals and intake, eligibility review timelines, and transfer of eligible clients to the appropriate unit.
- Analyze State and Federal waiver proposals for consistency with self-determination, keep the RCRC Director’s Team informed about relevant proposal elements, and recommend Agency responses.
- Review and approve Individual Family Service Plans (IFSPs) and Individual Program Plans (IPPs), ensuring person-centered planning and applicable waiver qualifiers.
- Review and approve purchase-of-service (POS) authorizations in accordance with State laws, regulations, and Agency guidelines.
- Review or coordinate reviews of client case records for completeness and compliance, and provide staff training and guidance on documentation and related requirements.
- 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 in 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
