Position Summary

Essential Job Functions

• Is a member of the management team providing leadership to staff and participates in decision making processes
• Ensures high quality delivery of home care by HCPs to medically and behaviorally complex clients
• Consistently reviews systems and process making recommendations for improvement to meet the goals of providing consistent high quality care
• Defines metrics and uses data regularly to monitor and manage self, others and department's performance; identifies issues and recommends, develops and implements improvements

Supervision and Oversight

• Directs supervision of care teams managing care supervisors, Service Delivery Schedulers, and Support & Retention Coordinators directly. Full cycle supervision from hiring, training, regular one on ones, and performance management
• Employs a "Coach Approach" model of supervision with all team members, building relationships using active listening, self-awareness and self-management
• Facilitates regular meetings and group sessions to share information, solve problems and enable peer support
• Ensures that teams employ best practices to mitigate client and staff safety hazards, including regular training and retraining as needed
• Directs Care Supervisors in the handling of on the job injury, leaves of absence and employee performance concerns, referring to Human Resources as necessary

Service Delivery

• Problem solves, mediates, and facilitates communication between all team members to foster a teamwork approach among administrative team members, HCPs, and clients
• Demonstrates a commitment to learning and modeling Motivational Care Management (MCM) approach to client care. MCM is a skill-based community support model based on the practice of being client centered, culturally responsive, strength-based, and results driven
• Comprehensively screens referred client intakes to determine appropriate level of care and supervision required; assigns Care Supervisors and/or Schedulers, ensures that care is initiated within contractual time frames; monitors quality of care provided
• Works closely with the Program Director and other departmental Managers to establish program goals and develop and implement program operations enhancements
• Works collegially with County enabling collaboration regarding client's needs for services, including increased hours, reduced hours and service terminations

Contract Compliance and Administration

• Ensures that client services are provided and in compliance with contractual requirements and goals as authorized by the county
• Formulates reports and makes recommendations to ensure overall program effectiveness through collecting and analyzing data
• Establishes and implements Quality Assurance mechanisms to measure and maintain high standards of care and programming, including regular chart reviews and peer review
• Tracks data related to contract compliance, client complaints, etc...
• Acts as mandated reporter reporting known or suspected abuse of dependent adults or elders

Other

• Interacts with other agencies and service providers in the community to share information about services and resources available to County recipients and to help develop care-management strategies and service plans which enhance the delivery of County services
• Facilitates new relationships and maintains existing relationships with other community-based organizations, IHSS, community resources and city/county agencies supporting our clients
• Provides programmatic support as needed after hours and for specialized training

Knowledge, Skills, and Abilities

• Is committed to the agency's mission to delivery of high-quality services
• Strong interpersonal skills that include the ability to inspire and motivate
• Strong administrative, planning, organizing and delegating skills
• Robust analytical skills
• Is a sophisticated user of computer software and a quick learner of proprietary software
• Proven ability to develop and implement effective systems
• Proven performance management skills in coaching, and holding employees accountable
• Excellent verbal and written communication skills
• Ability to effectively manage conflicts
• Skilled in time-management: able to manage day-today responsibilities along with urgent, time-sensitive needs
• Collaborative work style
• Works with integrity and a positive attitude

Education and Experience

Work Environment

Physical Demands