Support Manager Position:
We are looking for someone caring, professional and organized, 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. Bilingual - Spanish Speaking is preferred but not required.
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.
- Monitor expirations and due dates within the database for documents such as CPR certificates, Continuing Education completion rates, identification documents, and client meeting guides for assigned group of DSP’s.
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, Google Docs, Drive, Meet, 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
is helpful.
Benefits:
- Paid sick time and holiday pay
- Vacation time (available after 6 months)
- Medical, Dental, Vision Insurance
- 401k benefits with company match (after 1 year)
- Annual raises of 3-5%, depending on performance
- Free gym membership with MUV Fitness.