Support Manager for I/DD Clients

Support Manager Position:

We are looking for someone caring, professional, and organized, prefer Spanish-speaking, with prior office experience. This role involves managing documents, reports, and databases, communicating with clients/parents, employees, case managers, and the community. We are looking for someone flexible who can work within our team of Support Managers and be willing to assist with a variety of tasks as our agency grows and changes. We are a pretty small team, so the ability to cross-train is essential. This position is mainly hybrid-remote, with the ability to travel to client homes within the Portland, OR area for regular meetings. Spanish-speaking preferred but all candidates are encouraged to apply if interested.

Job Objectives:

Support:

• Develop and maintain positive working relationships with an assigned group of clients, their families, and their caregivers (DSP’s).

• Manage and assume ownership over the entire client lifecycle including:

• • Review and sign ISP documents for new clients and/or renewals for existing clients.

• • Initial client onboarding to include:

• • • Meeting with the family to determine scope of needs for the client.

• • • Discuss and assist with determining preferred schedule for hours of care

• • • Gather specific information needed to write the Implementation Plans and Risk Protocols, etc.

• Initial DSP onboarding which may include:

• • Participating in the interview process with potential candidates for your clients

• • Training DSPs on Implementation plans and Risk protocols.

• • Assisting DSPs with learning and using our client-management software.

• • Manage the process of finding new DSPs for your clients when necessary.

• • Hold regular meetings with the client, family, and DSP to gather feedback and ensure expectations are being met.

Reporting:

• Ensure and assist assigned DSP’s with submitting required client Progress Notes for each shift. Compile notes into a monthly report to submit to other organizations as requested.

• Ensure and assist DSP’s with completing required Quarterly Progress Reports. Submit completed reports to client case managers monthly.

• Monitor and manage the client database to ensure information is correct and up to date.

• Monitor emails and texts daily and respond in a courteous and proactive manner.

Documentation:

• Write and develop required Implementation Plans & Risk Protocol documents for each assigned client. Communicate with the client’s parents/guardians to ensure protocols are accurate and up to date.

• Manage the Implementation Plan and Risk Protocol document lifecycle including updating the documents whenever parents/guardians notify of any changes, or at minimum, on a yearly basis.

• Monitor expiration dates for ISP’s and SA’s and follow up with case managers.

• Gather additional documents from parents or Case Managers such as:

• • Medication records for clients – used to create the eMAR.

• • Behavior support documentation (PBSP)

• • Nursing delegation training and documentation

General Office Duties:

• Maintain prompt communication with all Case Managers, DSP’s, Clients and/or Parents and Guardians via email, phone, and text.

• Assist with responding to messages, emails or phone calls that are received after-hours or on weekends.

• Assist with developing and/or maintaining various office-related policies, procedures, and protocols.

• Communicate and collaborate with other Support Managers and be willing to provide coverage when needed.

• Attend occasional in-person staff meetings or community events.

• Perform additional support duties and responsibilities as assigned.

Job Qualifications:

• Prior office and/or clerical experience required.

• An interest and desire to work within the intellectually and developmentally disabled community. (prior experience as a caregiver preferred)

• Knowledge and experience working in a highly government-regulated and compliance-focused industry preferred.

• Self-directed and highly organized, with ability to work as a part of a team.

• Strong problem-solving and critical thinking skills.

• Ability to communicate in a professional manner, both written and verbal.

• Ability to adhere to specific timelines and complete tasks ahead of deadlines.

• Be comfortable using various technologies including Adobe, Microsoft Teams, Excel Spreadsheets, Microsoft Word, etc.

• This position is hybrid-remote. Must have reliable transportation and a dedicated workspace with high-speed internet, quiet for making and answering phone calls, and must feel comfortable with setting up and managing company-provided computer equipment.

Requirements:

• Pass a criminal background check

• Type 50-60 wpm

• Comfortable using technology such as cell phones, computers, Google and Microsoft Suite.

• Current Driver’s License and vehicle insurance (travel required)

• Be willing to monitor and respond to messages/calls during off-hours.

• Bilingual in Spanish preferred.

Benefits:

• Paid sick/vacation time and holiday pay
  

• Medical, Dental, Vision Insurance

• 401k benefits with company match (after 1 year)

• Annual raises depending on performance

• Free gym membership with MUV Fitness.