Client Services Mgr (Spokane)

Alpha Supported Living Services•Spokane, WA

About The Position

The Client Services Manager is responsible for managing, overseeing, and coordinating the provision of support to program participants to meet their needs. This role involves ensuring Person Centered Plans are conducted, Individual Support Plans (ISPs) are developed and reviewed, and staffing schedules are managed. The position also includes providing personnel supervision to assigned staff, ensuring compliance with legal, contractual, and regulatory guidelines, and developing professional relationships with outside professionals. The Client Services Manager will also assist with agency communications, maintain records, and perform other duties as assigned. This role requires strong leadership, communication, and organizational skills, as well as knowledge of relevant policies and procedures.

Requirements

Ability to motivate, develop, and direct people as they work, identifying the best people for the role or activity
Ability and willingness to learn and use new software to create workflow efficiencies and centralize data storage or collection
Able and willing to attend required training classes, agency meetings, seminars or other assigned activities relevant to the agency’s mission
Basic knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
Basic to intermediate knowledge of writing participant program plans (PBSP, IISP, etc.); Ability to demonstrate this knowledge and perform needs assessment, interpret written participant information and support plans to determine suitability for agency services
Basic to intermediate knowledge of DDA guidelines, WAC and RCW requirements, RCS and other relevant policies and the ability to use judgement and discretion to develop and evaluate plans of action
The ability to communicate information and ideas in writing and orally so others will understand

Responsibilities

Manage, oversee and coordinate the provision of support to program participants in order to meet their needs
Work with the Program Supervisors to ensure the Person Centered Plans are conducted as required, IISP’s are developed annually, and reviews are written every six months
Collaborate with staff to prepare hour and mileage information for the Economies of Scale meetings
Manage and review the staffing schedules to ensure that they are posted on a monthly basis, revised as needed and maintained on file, ensuring that staffing hours are within established guidelines
Attend DDA ISP and agency IISP meetings; update plans to reflect clients’ support needs
Complete all assessments, forms, notebooks, and consents prior to new clients begin receiving services
Update consents annually or as required
Review and verify that all client leases are negotiated and signed prior to moving and updated as required
Perform on-call and emergency contact duties as required or assigned
Work closely with guardians and family members, providing information and referral as necessary
Provide personnel supervision to assigned staff
Complete annual reviews in accordance with agency policy
Ensure time card compliance of all assigned employees
Provide and assist with performance management on an as needed basis
Conduct regular meetings with supervisory staff
Identify and provide skill development as indicated or required
Ensure all staff attend scheduled agency trainings
Ensure compliance with legal, contractual and regulatory guidelines
Maintain homes in a safe, healthful and attractive manner; verify homes conform to all applicable laws and codes
Provide quality assurance oversight with regard to meeting WAC, RCW, and DDA policy requirements; including requirements pertaining to the homes and vehicles
Review all Incident Reports after follow-up is provided by the Program Supervisor; notate additional follow-up as necessary and ensure that proper notification is made to applicable parties, including the guardian.
Develop professional relationships and maintain communication with outside professionals, including DDA Case Management, job coaches, landlords, property managers and other vendors.
Assist with, and facilitate, agency communications regarding program initiatives and projects
Participate in assigned staff meetings and attend other meetings and seminars; Complete individual training requirements annually
Create and maintain participant and employee information system records and compile reports from the database(s)
Performs other duties as needed or assigned on a daily basis