County Care Operations Leader

ICES: Data, Discovery, Better Health; Tualatin (OR); On-site; USD 40,000 - 41,000; Full time

Job summary

Empowered Services in Oregon is seeking a Care Manager to lead day-to-day county operations and supervise Care Coordinators and the county DSP workforce. You will ensure strong customer services, effective referrals, and timely service starts while building community partnerships.

As a hands-on leader, you’ll monitor staffing capacity, workloads, and performance data to guide improvements and county growth. Travel within the county is required.

Qualifications

• Strong leadership, communication, organization, and problem-solving skills.
• Ability to supervise employees, provide feedback, and hold others accountable.
• Ability to manage multiple customers, employees, priorities, and follow-up items at the same time.
• Strong professional judgment when handling customer, staffing, and service concerns.
• Ability to interpret operational information and turn it into clear next steps.
• Comfort communicating with customers, families, employees, community partners, and leadership.
• Reliable transportation and ability to travel throughout an assigned county or service area.
• Commitment to person-centered support for individuals with intellectual and developmental disabilities.

Responsibilities

• Take ownership of day-to-day operations for your assigned county.
• Maintain visibility into customers, DSPs, referrals, open shifts, staffing capacity, service hours, and operational concerns.
• Ensure referrals, service needs, and follow-up items have clear next steps and are completed on time.
• Identify barriers affecting service delivery and develop plans to resolve them.
• Monitor authorized hours compared with hours actually being delivered and work to close service gaps.
• Supervise, coach, and support Care Coordinators assigned to your county.
• Provide operational oversight and performance accountability for the county DSP workforce.
• Help Care Coordinators prioritize customer support, provider communication, documentation, and direct-service responsibilities.
• Monitor attendance, reliability, documentation, training, communication, and service concerns.
• Partner with Human Resources and leadership when employee concerns require additional review or corrective action.
• Ensure new customer inquiries and referrals receive timely follow-up.
• Review customer needs, schedules, authorized hours, location, preferences, and staffing requirements.
• Help identify appropriate DSP matches based on availability, skills, schedule, geography, language, and compatibility.
• Coordinate the team through intake, matching, onboarding, and successful service activation.
• Make responsible decisions about whether the county has the staffing capacity to support new services successfully.
• Monitor active services and address scheduling gaps, missed shifts, communication concerns, training needs, and service interruptions.
• Ensure customers, families, guardians, DSPs, and support teams receive consistent communication and follow-up.
• Support successful provider transitions and rematching when services change.
• Help resolve concerns before they become larger service problems.
• Promote customer dignity, choice, independence, safety, and community inclusion.
• Develop strong working relationships with CDDPs, brokerages, Services Coordinators, Personal Agents, families, schools, advocacy organizations, and other community partners.
• Learn where customers in the county are struggling to find reliable services.
• Identify local workforce needs and help build DSP capacity where demand exists.
• Maintain timely, honest communication with referral partners about service availability and progress.
• Grow county services responsibly without accepting more customers or hours than the team can reliably support.
• Monitor county performance including delivered hours, staffing capacity, open shifts, overtime, service starts, retention, and service gaps.
• Identify trends and determine what is preventing the county from reaching its goals.
• Develop clear action plans when performance falls below expectations.
• Provide regular county updates to the Regional Care Manager.
• Use operational data to guide staffing, recruitment, matching, retention, and growth priorities.

Skills

Leadership

Communication

Organization

Problem-solving

Supervise employees

Feedback & accountability

Multitasking

Judgment

Operational interpretation

Customer/family communication

Travel within county

Person-centered support

Job description

Empowered Services in Oregon is seeking a Care Manager to lead day-to-day county operations and supervise Care Coordinators and the county DSP workforce. You will ensure strong customer services, effective referrals, and timely service starts while building community partnerships.

As a hands-on leader, you’ll monitor staffing capacity, workloads, and performance data to guide improvements and county growth. Travel within the county is required.