Director of Appeals and Community Resolutions

North County Regional•Chatsworth, CA

15d•Hybrid

About The Position

The Director of Appeals and Community Resolutions leads the Appeals and Grievance Resolution teams at North Los Angeles County Regional Center (NLACRC), a private nonprofit agency contracted by the State of California Department of Developmental Services to provide services to individuals with intellectual and developmental disabilities. The Director receives general supervision from the Executive Director and works collaboratively with senior leadership, Case Management, other departments, and external partners. The Director sets department priorities, operating standards, staffing and resource plans, budgets, quality standards, and performance expectations. The role delegates routine operations and case management to managers while developing their leadership capabilities and holding them accountable for department performance. The Director provides guidance on challenging or unresolved cases, oversees appeal and grievance processes, coordinates timely resolutions, and supports fair, accessible, person-centered outcomes. The Director establishes training priorities, monitors policy and regulatory developments, analyzes performance data, and develops proposals for executive leadership consideration. The role also serves as a leadership liaison to the Department of Developmental Services, legal counsel, advocacy organizations, service providers, and other partners. This position is exempt, with an annual salary of $166,553.13–$198,175.75. Most positions are offered a hybrid-remote option.

Requirements

Master’s degree in social work, public administration, public policy, human services, dispute resolution, or a related field, or a Juris Doctor degree; an equivalent combination of education and directly relevant experience may be considered.
At least seven years of progressively responsible experience in developmental services, human services, appeals, grievance resolution, compliance, or a closely related field.
At least three years of experience managing staff or programs.
At least three years of demonstrated experience developing and overseeing supervisors or managers, delegating operations, leading challenging cases, coordinating timely cross-department resolutions, delivering staff training, analyzing performance data, and implementing improvements.
Working knowledge of the Lanterman Act, service and eligibility appeals, applicable grievance requirements, Early Start processes, relevant Title 17 and Title 22 provisions, and HCBS person-centered planning and settings requirements.
Ability to interpret complex requirements and translate them into clear procedures, training, and reliable operations.
Strong management, coaching, conflict-resolution, interviewing, analytical, and written-communication skills.
Ability to exercise independent judgment and identify conflicts of interest.
Ability to build and interpret dashboards, explain trends and limitations, develop practical proposals, and assess whether changes improve outcomes.
Ability to build cross-department cooperation, establish shared timelines and accountability, engage respectfully with individuals and families, and lead challenging cases with impartiality and appropriate urgency.
Ability to perform essential duties with or without reasonable accommodation.
Ability to attend meetings and provide training across NLACRC’s service area and maintain reliable transportation or an acceptable alternative.
Ability to maintain confidentiality and comply with applicable information security and records requirements.

Nice To Haves

Experience supervising managers.
Knowledge of California regional center operations, administrative hearings, and person-centered grievance resolution.

Responsibilities

Direct department operations through the Appeals and Grievance Resolution managers; delegate routine work while retaining accountability for overall performance.
Train, coach, and evaluate managers, establish decision authority and escalation criteria, and build managers’ capacity to supervise staff and manage complex workloads.
Set department priorities, staffing plans, budgets, operating procedures, quality standards, and performance measures; review caseload, aging, capacity, and deadline risks.
Oversee the administration of service and eligibility appeals, including informal meetings, mediation, hearing preparation and representation, legal coordination, and implementation of outcomes.
Ensure appeal notices, filings, response deadlines, case records, continuation of services when required, decisions, and settlements are handled accurately and on time.
Oversee implementation of the DDS grievance framework, including intake, reviewer assignment, review, communication, resolution plans, reporting, and implementation tracking.
Ensure grievance reviews are timely, accessible, person-centered, appropriately independent, and attentive to consent, authorization, confidentiality, participation, and protection from retaliation.
Establish alternate review pathways for conflicts and oversee exceptions involving disclosure, extensions, state-level review, corrective actions, urgent safety concerns, and implementation barriers.
Take direct responsibility for the most challenging or unresolved appeal and grievance cases when needed; lead case conferences and coordinate with individuals, authorized representatives, Case Management, and legal counsel.
Preserve independent review when directly involved in a grievance, arrange alternate reviewers when necessary, and establish clear plans, owners, deadlines, and follow-up for Director-led cases.
Meet routinely with Case Management leadership and other department directors to coordinate workflows, responsibilities, information sharing, timelines, training needs, and resolution of pending or complex matters.
Set training priorities with Case Management leadership, delegate routine training and consultation, personally lead training on complex or organization-wide issues when needed, and evaluate training effectiveness.
Establish data definitions, dashboard and reporting requirements; review appeals and grievance data on volumes, themes, timeliness, outcomes, repeat concerns, state reviews, and participant feedback.
Identify operational and policy issues, validate findings with relevant departments, develop evidence-based proposals for executive leadership, coordinate approved improvements, and assess results.
Hold managers accountable for accurate, timely DDS submissions and audit support; report improvement progress, barriers, and recommended adjustments to executive leadership.
Serve as a leadership liaison to DDS, legal counsel, advocacy organizations, service providers, and other partners; provide presentations to leadership and board committees as assigned.
Monitor legislation, regulations, DDS directives, and agency policies; guide procedural updates and ensure staff receive timely communication and training.
Promote respectful communication, confidentiality, impartial review, and protection from retaliation; perform other related duties consistent with the position.
Attend meetings and provide training across NLACRC’s service area, maintain reliable transportation or an acceptable alternative, and comply with confidentiality, information security, and records requirements.

Benefits

Health insurance plans, with an employer contribution toward plan costs for employees and dependents.
Dental insurance, including a fully paid DMO plan and a PPO plan with a low employee monthly contribution.
Pre-tax Flexible Spending Account for eligible health care expenses.
Pre-tax Dependent Care Flexible Spending Account for eligible dependent care expenses.
No-cost life, accidental death and disability, and long-term disability insurance for employees.
No-cost vision plan for employees and eligible dependents.
CalPERS defined-benefit retirement plan for eligible employees.
Deferred compensation plans (457 and 403(b)).
Eligibility to participate in the Public Service Loan Forgiveness program.
Three weeks of accrued vacation in the first year for eligible employees.
Eight hours per month of sick time, plus education, wellness, and sabbatical time.
Twelve paid holidays throughout the year.
Hybrid-remote option offered for most positions.
Professional development opportunities and career paths in social-services management.