Lead Personal Agent (Lead Case Manager)

UCP Oregon • Portland, OR

4h • Hybrid

About The Position

UCP Oregon helps adults who experience disabilities to live the life of their dreams—whether that’s living independently, working in a great job, or pursuing their interests and hobbies. We encourage a culture of IDEAS (Inclusion, Diversity, Equity, Accessibility, and Support) and are working towards building a diverse and inclusive workforce to represent and empower the community we support. UCP Oregon is seeking a “Lead Personal Agent” (Lead Case Manager) to work in one of our two intellectual/developmental disabilities support services brokerages known as UCP Mentors. Lead Personal Agents are a part of UCP Mentors’ leadership team therefore they will participate in developing quality assurance measures, policies and procedures, and ensure compliance with brokerage state/federal rules and guidelines.
The deadline for application submissions for the Lead Personal Agent (Lead Case Manager) Position is Monday, 6/22/2026
As a Lead Personal Agent, you will supervise and support a team of up to 6 Personal Agents. This will include all aspects of supervision, including:
Filling open Personal Agent positions in collaboration with UCP’s Recruitment Department;
Training newly hired Personal Agents and implementing on-going training and development;
Managing schedules and approving payroll and expenses for your team members;
Supporting excellent performance by communicating expectations, retraining to address any employee challenges, and completing performance evaluations;
Acting as a resource for your team by proactively evaluating the needs of the customers on their caseloads and problem-solving when necessary; and
Supporting your team in achieving their professional development goals.
You will also be responsible for improving the overall quality of services delivered by:
Reviewing, editing, and approving ISPs (Individual Support Plans) and other types of documentation;
Reviewing incident reports, recommending follow-up, and supporting APS (Adult Protective Services) referrals, if necessary;
Soliciting and responding to customer feedback; and
Connecting with external resources to better serve the customers we support at UCP Mentors’ brokerage.
You will be asked to support a minimal caseload or, at times, provide coverage for an absent Personal Agent. This would involve assisting customers (and their families) to:
Navigate the support services system, including using person-centered planning techniques to assess their needs and develop plans and goals;
Secure resources and services (in areas such as employment, housing, crisis, and direct support providers); and
Address their health and safety needs.
Overall, you’ll have the chance to make a big difference every day, and be a part of a collaborative, fun, and diverse team.

Requirements

• Bachelor’s degree in social services or closely related field and at least 2 years of work experience in developmental disabilities, social services, mental health or a related field; OR an Associate’s degree in social services or closely related field and at least 3 years of work experience in developmental disabilities, social services, mental health or a related field; OR a high school diploma/GED and at least 5 years of work experience in developmental disabilities, social services, mental health or related field.
• At least 1 year of experience working as a Personal Agent or Case Manager for people who experience intellectual and/or developmental disabilities.
• At least 2 years of demonstrated experience supervising and leading other employees, preferably in the non-profit industry.
• Must be able to drive on the job, which means that you are at least 18 years old, have a current driver’s license, a reliable personal vehicle, at least two years of driving experience, auto insurance, and a clean driving record.
• Must be able to pass a reference check and criminal history background check.
• Demonstrated commitment to customer self-determination and personalized support.
• Demonstrated ability to prioritize, meet deadlines, and manage multiple projects in a fast-paced environment.
• Demonstrated ability to identify and resolve problems in a timely manner.
• Demonstrated written and verbal ability to communicate effectively and in a professional manner with a wide constituency.

Nice To Haves

• Fluency in a second language including ASL.

Responsibilities

• Supervise and support a team of up to 6 Personal Agents.
• Fill open Personal Agent positions in collaboration with UCP’s Recruitment Department.
• Train newly hired Personal Agents and implement on-going training and development.
• Manage schedules and approve payroll and expenses for team members.
• Support excellent performance by communicating expectations, retraining to address employee challenges, and completing performance evaluations.
• Act as a resource for the team by proactively evaluating customer needs and problem-solving.
• Support the team in achieving their professional development goals.
• Improve the overall quality of services delivered.
• Review, edit, and approve ISPs (Individual Support Plans) and other documentation.
• Review incident reports, recommend follow-up, and support APS (Adult Protective Services) referrals.
• Solicit and respond to customer feedback.
• Connect with external resources to better serve customers.
• Support a minimal caseload or provide coverage for an absent Personal Agent.
• Assist customers and their families to navigate the support services system, using person-centered planning techniques to assess needs and develop plans and goals.
• Assist customers and their families to secure resources and services (in areas such as employment, housing, crisis, and direct support providers).
• Assist customers and their families to address their health and safety needs.

Benefits

• Great medical, vision, prescription, and alternative care coverage (including massage therapy and naturopathy) for employee, spouse/domestic partner, and children.
• 4 weeks of paid time off, rising to 5 weeks after 5 years of service at UCP.
• 11 paid holidays off per year.
• Paid eight-week sabbatical after ten years of service.
• 401k retirement plan with up to 4% employer match.
• Mileage reimbursement.
• Company cellphone.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level