Program Support Manager

Job Description

Job Description

ALLCARE HOMECARE LLCPROGRAM SUPPORT MANAGERJOB DESCRIPTION

Position Title: Program Support Manager
Department: Operations / Program Services
Reports To: Director of Operations / Program Director
Classification: Exempt Management Position
Work Setting: Office and Field-Based

POSITION SUMMARY

The Program Support Manager supports the daily operations of Allcare Homecare’s Supported Living Services (SLS) and other community-based programs. This position works closely with Operations Management, Program Directors, Case Coordinators, Staffing, Regional Center representatives, persons served, families, and Direct Support Professionals to ensure services are safe, consistent, person-centered, and compliant with company and Regional Center requirements.

The Program Support Manager serves as a bridge between administrative operations and direct program services. The position provides leadership, case oversight, staff support, training, documentation review, and operational assistance while helping ensure persons served receive the authorized services outlined in their Individual Program Plans (IPPs), assessments, and care plans.

ESSENTIAL DUTIES AND RESPONSIBILITIESProgram & Case Support

• Support Case Coordinators and Program Management with the ongoing oversight of SLS cases.

• Review Individual Program Plans (IPPs), assessments, care plans, behavioral plans, and other case-specific documents.

• Assist with developing and updating person-centered care plans based on the person served's goals, needs, authorized services, and Regional Center requirements.

• Monitor whether services are being provided according to authorized hours and established schedules.

• Assist with new case start-ups, transitions, assessments, and implementation of services.

• Participate in case meetings, family meetings, Regional Center meetings, and internal program reviews as assigned.

• Conduct field visits and observations to evaluate service quality and staff performance.

• Identify case concerns and communicate necessary follow-up to the appropriate manager or Case Coordinator.

Staff Support & Supervision

• Provide guidance and support to Direct Support Professionals, caregivers, and other field staff.

• Assist Case Coordinators and Staffing with matching employees to appropriate persons served.

• Review staff qualifications, experience, availability, and case-specific requirements before placement.

• Assist with coordinating shadow shifts and case-specific training.

• Ensure staff understand the care plan, behavioral expectations, safety protocols, ADLs, documentation requirements, and responsibilities of the assignment.

• Coach employees regarding performance expectations and proper service delivery.

• Escalate significant performance, attendance, safety, or policy concerns to Operations Management or Human Resources.

Training & Onboarding

• Assist with new employee orientation and onboarding.

• Provide training related to company policies, documentation, person-centered services, professional boundaries, safety, incident reporting, and program expectations.

• Coordinate case-specific training before employees work independently when required.

• Verify required training and onboarding steps are completed before employees begin assignments.

• Assist with developing and improving training materials, forms, procedures, and staff resources.

Documentation & Quality Assurance

• Review staff care notes and service documentation for accuracy, completeness, and compliance.

• Monitor completion of required Activities of Daily Living (ADLs) documentation.

• Review documentation for inconsistencies, missing information, or issues requiring follow-up.

• Assist with routine case audits.

• Ensure care plans and other case documents remain current and accessible to assigned staff.

• Assist with maintaining accurate records needed for Regional Center monitoring, billing, payroll, and internal audits.

• Follow up with employees and Case Coordinators regarding incomplete or inaccurate documentation.

Incident & Safety Management

• Assist with reviewing and responding to incidents involving persons served or employees.

• Immediately escalate significant health, safety, behavioral, medication, abuse, neglect, injury, or staffing concerns according to company policy.

• Assist with gathering information necessary for Special Incident Reports (SIRs), Adult Protective Services reports, and other required documentation.

• Ensure staff understand and follow emergency procedures and person-specific safety protocols.

• Participate in developing preventative actions following incidents.

• Support management with ensuring corrective actions and follow-up recommendations are implemented.

Staffing & Scheduling Support

• Work collaboratively with the Staffing Department to address open shifts, call-offs, and urgent staffing needs.

• Assist with identifying trained and appropriate replacement staff.

• Help prevent interruptions in services by escalating uncovered shifts and high-risk staffing situations.

• Review staffing patterns for cases requiring additional attention.

• Assist with ensuring employees do not work assignments for which they have not received required case information or training.

• Provide operational coverage and assistance during urgent situations when directed by management.

Payroll, Billing & Service Verification

• Assist management with reviewing employee hours, service documentation, mileage, and other information affecting payroll and billing.

• Identify discrepancies between scheduled services, documented services, and reported employee hours.

• Follow up on missing or incorrect documentation before established deadlines.

• Help ensure services billed correspond with services actually provided and documented.

• Support management during payroll and billing audits as needed.

Person Served & Family Relations

• Maintain professional communication with persons served, families, conservators, Regional Center Service Coordinators, and other members of the support team.

• Respond to concerns in a professional and timely manner.

• Promote person-centered services that respect individual choice, dignity, independence, and rights.

• Assist with resolving service concerns while maintaining professional boundaries.

• Escalate complaints, significant service concerns, or changes in condition to appropriate leadership.

Operational Support

• Assist the Director of Operations and Program Director with day-to-day program operations.

• Support implementation of new company policies and procedures.

• Participate in management and program meetings.

• Assist with tracking deadlines, case follow-ups, employee concerns, and operational priorities.

• Help maintain consistency between office procedures and field operations.

• Support additional operational projects, audits, and program development activities as assigned.

LEADERSHIP EXPECTATIONS

The Program Support Manager is expected to:

• Lead by example and maintain professional standards.

• Communicate clearly and respectfully with employees, persons served, families, and outside agencies.

• Maintain confidentiality at all times.

• Address concerns promptly and escalate significant issues appropriately.

• Remain organized and follow through on assigned responsibilities.

• Promote accountability among staff while providing coaching and support.

• Maintain a person-centered approach when making operational decisions.

• Support collaboration between Operations, Case Coordination, Staffing, and field employees.

MINIMUM QUALIFICATIONS

• Previous experience in developmental disabilities, home care, Supported Living Services, behavioral services, healthcare, social services, or a related field preferred.

• Previous leadership, supervisory, program coordination, or case management experience preferred.

• Strong written and verbal communication skills.

• Strong organizational and time-management skills.

• Ability to manage multiple cases, employees, deadlines, and competing priorities.

• Ability to professionally communicate with families, Regional Center representatives, employees, and management.

• Ability to review documentation for accuracy and compliance.

• Proficiency with computers, email, scheduling systems, and electronic documentation.

• Valid driver's license, reliable transportation, and ability to travel to person-served homes and community locations as required.

• Ability to complete all required background checks, training, and employment requirements.

PREFERRED QUALIFICATIONS

• Experience working with Regional Center-funded services.

• Knowledge of SLS service models.

• Experience reviewing IPPs, assessments, care plans, and behavioral support plans.

• Experience supervising Direct Support Professionals or caregivers.

• Familiarity with electronic visit verification (EVV), scheduling, payroll, and service documentation systems.

• Knowledge of incident reporting and mandated reporting requirements.

PERFORMANCE EXPECTATIONS

Successful performance in this position includes:

• Timely completion of assigned case and operational follow-ups.

• Accurate and complete documentation.

• Consistent monitoring of assigned programs and persons served.

• Effective communication with staff and members of the interdisciplinary team.

• Timely escalation of safety and compliance concerns.

• Reduction of preventable documentation and staffing issues.

• Successful coordination of new staff and case-specific training.

• Professional and supportive relationships with persons served, families, employees, and Regional Center partners.

CONFIDENTIALITY

The Program Support Manager will have access to confidential employee and person-served information. All information must be handled in accordance with Allcare Homecare policies and applicable privacy and confidentiality requirements.

OTHER DUTIES

This job description is intended to describe the general nature and level of work performed by the Program Support Manager. It is not intended to be an exhaustive list of every responsibility or duty. Responsibilities may be modified based on organizational needs, regulatory requirements, and the needs of the persons served.

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