CSU Manager

Boston Senior Home Care•Boston, MA

21h•$70,000 - $75,000

About The Position

The Consumer Services Manager & Program Coordinator is responsible for the overall management and supervision of the Consumer Services Unit (CSU). This position also provides program coordination and operational support for assigned programs, including AFC (Adult Family Care), Caregiver Solutions, Options Counseling, and other initiatives. This role ensures high-quality, consumer-centered service delivery within CSU while supporting effective coordination, implementation support, reporting, and quality monitoring for designated programs. The Manager serves as a key liaison among leadership, staff, and community partners to support alignment with organizational goals, contractual requirements, and professional standards. Primary responsibilities include CSU operational oversight, staff supervision, program coordination activities, performance monitoring, reporting, data analysis, and continuous process improvement. This position does not serve as the primary program owner for AFC or other programs but supports their successful operation through coordination and collaboration.

Requirements

Strong staff supervision and team leadership skills
Excellent organizational, analytical, and problem-solving abilities
Exceptional verbal and written communication skills
Knowledge of aging services, disabilities, caregiver support, and consumer-centered care
Demonstrated computer proficiency, including data systems and Microsoft Office Suite
Ability to manage CSU operations while coordinating multiple program activities
Customer/Client Focus
Process and Workflow Management
Collaboration, teamwork, and interpersonal flexibility

Responsibilities

Oversees daily operations of the Consumer Services Unit (CSU), ensuring timely, accurate, and consumer-centered service delivery.
Develops, implements, and maintains procedures and workflows to support efficient CSU operations and coordinated program activities.
Maintains an integrated and responsive consumer services department.
Monitors CSU operations, including service responsiveness, staffing coverage, and compliance with established procedures and requirements.
Oversees the development, maintenance, and accuracy of CSU resource databases and informational materials.
Ensures adequate staffing coverage for CSU operations, including phone coverage, and provides direct service support as needed.
Provides direct supervision to CSU staff and assigned program support staff; establishes goals, performance expectations, and promotes a customer-focused culture.
Recruits, interviews, hires, trains, schedules, evaluates, and addresses employee performance or conduct issues in accordance with agency policy.
Provides orientation and ongoing training related to CSU procedures, systems, and program coordination responsibilities.
Ensures staff training requirements are met and appropriately documented.
Supports continuous staff development through coaching, feedback, and performance monitoring.
Coordinates planning, implementation support, and ongoing activities for assigned programs, including AFC, Caregiver Solutions, Options Counseling, and other initiatives.
Develops and maintains program calendars, timelines, and coordination schedules; monitors progress and communicates updates to leadership.
Coordinates program-related meetings, including scheduling, agenda preparation, facilitation support, and documentation.
Participates in internal and external meetings related to CSU and assigned programs; prepares summaries, reports, and follow-up documentation as needed.
Serves as a program resource by conducting research, analyzing information, providing education, and assisting with report preparation.
Orders, tracks, and manages materials and resources required to support program activities.
Develops, maintains, and analyzes operational, statistical, and quality assurance reports related to CSU operations and program coordination.
Tracks CSU and program-related performance metrics; identifies trends and recommends operational or coordination improvements.
Reviews and verifies the accuracy of data generated through CSU and program activities; identifies discrepancies and coordinates resolution.
Manages and utilizes technology platforms and reporting systems related to CSU and program coordination; runs reports as required.
Establishes and maintains collaborative relationships with internal departments, community organizations, and external partners to support coordinated service delivery.
Ensures CSU operations and program coordination activities comply with organizational policies, contractual requirements, and applicable regulations.
Supports monitoring, evaluation, and continuous improvement efforts for AFC, Caregiver Solutions, Options Counseling, and other assigned programs to promote effective and high-quality outcomes.