Client Services Mgr (Spokane)

Ultipro; Spokane (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

Ultipro is seeking a Client Services Manager to coordinate support for program participants, align with DDA, IISP, and ISP requirements, and ensure timely plan development.

You will supervise staff, review time cards, and collaborate with guardians and vendors, while maintaining compliance with WAC, RCW, and DDA policies and ensuring safe, well-managed homes.

Qualifications

• Experience coordinating services for program participants.
• Familiarity with IISP, ISP processes and annual reviews.
• Ability to work with guardians and family members.

Responsibilities

• Manage, oversee and coordinate the provision of support to program participants to meet their needs.
• Work with Program Supervisors to ensure Plans are conducted, IISP's developed annually, and reviews written every six months.
• Collaborate with staff to prepare hour and mileage information for meetings.
• Manage and review staffing schedules, posting monthly, revising as needed and maintaining on file.
• Attend ISP meetings; update plans to reflect clients' support needs; complete assessments and consents prior to service start.
• Update consents annually or as required.
• Review and verify leases; ensure signing and updates are completed as required.
• Perform on-call and emergency contact duties as required.
• Work closely with guardians and family; provide information and referrals as necessary.
• Provide personnel supervision to assigned staff; complete annual reviews.
• Ensure time card compliance; support performance management as needed.
• Conduct regular meetings with supervisory staff; identify and provide skill development.
• Ensure staff attend scheduled agency trainings; ensure compliance with rules and regulations.

Skills

Staff supervision

Program management

Communication

Policy compliance

Data reporting

Job description

Responsibilities

• Manage, oversee and coordinate the provision of support to program participants in order to meet their needs
• Work with the Program Supervisors to ensure the Person Centered Plans are conducted as required, IISP's are developed annually, and reviews are written every six months
• Collaborate with staff to prepare hour and mileage information for the Economies of Scale meetings
• Manage and review the staffing schedules to ensure that they are posted on a monthly basis, revised as needed and maintained on file, ensuring that staffing hours are within established guidelines
• Attend DDA ISP and agency IISP meetings; update plans to reflect clients' support needs Complete all assessments, forms, notebooks, and consents prior to new clients begin receiving services
• Update consents annually or as required
• Review and verify that all client leases are negotiated and signed prior to moving and updated as required
• Perform on-call and emergency contact duties as required or assigned
• Work closely with guardians and family members, providing information and referral as necessary
• Provide personnel supervision to assigned staff
• Complete annual reviews in accordance with agency policy
• Ensure time card compliance of all assigned employees
• Provide and assist with performance management on an as needed basis
• Conduct regular meetings with supervisory staff
• Identify and provide skill development as indicated or required
• Ensure all staff attend scheduled agency trainings
• Ensure compliance with legal, contractual and regulatory guidelines
• Maintain homes in a safe, healthful and attractive manner; verify homes conform to all applicable laws and codes
• Provide quality assurance oversight with regard to meeting WAC, RCW, and DDA policy requirements; including requirements pertaining to the homes and vehicles
• Review all Incident Reports after follow-up is provided by the Program Supervisor; notate additional follow-up as necessary and ensure that proper notification is made to applicable parties, including the guardian.
• Develop professional relationships and maintain communication with outside professionals, including DDA Case Management, job coaches, landlords, property managers and other vendors.
• Assist with, and facilitate, agency communications regarding program initiatives and projects
• Policy & Procedures 3.101 c Job Description-Client Services Manager Revised 1/5/16 Page 3 of 4 This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change, e.g., emergencies, changes in personnel, work load, rush jobs, special projects, technological developments, etc. The purpose of this job description is to aide in ADA compliance and is not a contract for employment.
• Participate in assigned staff meetings and attend other meetings and seminars; Complete individual training requirements annually
• Create and maintain participant and employee information system records and compile reports from the database(s)
• Performs other duties as needed or assigned on a daily basis

Knowledge, Skills, Abilities and Aptitudes

• Ability to motivate, develop, and direct people as they work, identifying the best people for the role or activity
• Ability and willingness to learn and use new software to create workflow efficiencies and centralize data storage or collection
• Able and willing to attend required training classes, agency meetings, seminars or other assigned activities relevant to the agency's mission
• Basic knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
• Basic to intermediate knowledge of writing participant program plans (PBSP, IISP, etc.); Ability to demonstrate this knowledge and perform needs assessment, interpret written participant information and support plans to determine suitability for agency services
• Basic to intermediate knowledge of DDA guidelines, WAC and RCW requirements, RCS and other relevant policies and the ability to use judgement and discretion to develop and evaluate plans of action
• The ability to communicate information and ideas in writing and orally so others will understand

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.