Customer Service Supervisor

Consumer Services Coordinator (Case Management) for Central West Transition Job Category : Social Services Requisition Number : CONSU002541 Posted : August 28, 2026 Full-Time Locations Showing 1 location Headquarters San Bernardino, CA 92408, USA Description SUMMARY: Under the direct supervision of the Program Manager, the Consumer Services Coordinator (CSC) is responsible for coordinating the services and supports that are available to persons with developmental disabilities and their families in accordance with the Lanterman Developmental Disabilities Services Act. This position has no supervisory responsibility. This position would provide services to consumers in the Central West Transition area, which includes driving to Rancho Cucamonga, Fontana, Rialto. Mileage reimbursement for business travel is paid out on a monthly basis. HOURLY RANGE: $26.3130 - $40.8201 per hour GENEROUS BENEFITS PACKAGE AND EMPLOYEE PERKS: To view our benefits package and employee perks, please click HERE. ESSENTIAL DUTIES AND RESPONSIBILITIES: Responsible for a CSC’s daily responsibilities in providing case coordination services for consumers. Utilize Person-Centered Planning strategies to create and execute the Individual Program Plan (IPP) for consumers, generate progress reports, and conduct annual reviews. Evaluate the consumer’s progress and plan as identified in the IPP on an ongoing basis; create and implement IPP Addendums, as needed. Provide advocacy services to consumers and their families. Attend all relevant meetings, i.e., Individual Education Plan (IEP), Individual Transition Plan (ITP), Individual Habilitation Component (IHC), etc., and prepare paperwork as necessary. Seek out and effectively utilize generic resources on behalf of consumers and their families. Complete individual or family crisis intervention and appropriately document activities. Complete Special Incident Reports on a timely basis and inform representatives of other agencies and programs as appropriate. Coordinate consumer assessments, including medical, psychological, developmental, educational, vocational, OT/PT and others. Complete placement and liaison activities, as required. Ensure Medicaid Waiver standards are always maintained and documentation completed on a timely basis. Arrange for the placement of consumers in residential facilities, day programs and/or other training programs as clinically indicated and approved by the Interdisciplinary Team. Complete facility audits (ICRC 513 form) as required and when facility problems are identified. Identify situations in vendored programs requiring the attention of the Quality Assurance and/or Resource Development and Transportation Program and make the appropriate referral. Keep the manager informed of the status of the caseload, community and activities, and unusual or difficult case situations. Participate in case conferences and interagency meetings, as needed or assigned. As directed by the manager, provide case coordination coverage for any consumer whose CSC is absent or if there is no longer an assigned CSC. As directed by the manager, act as a mentor for new employees. Complete IRC’s orientation and new staff training sessions. Visit Level 2, 3 and 4 residential facilities and day programs as assigned. Participate in at least one Quality Assurance evaluation/audit of a community care facility, health care facility, or a day program annually. On a daily and timely basis, complete administrative requirements, Purchase of Service forms, maintain and update consumer file information and documentation, enter Target Case Management (Title 19) notes documenting all activity and securing all possible units, but no less than the required minimum number of 400 units per month. Completion of at least 95% of required case-related paperwork within designated time frames. Facilitate the purchase of services identified in the IPP. Be well prepared for compliance review, eligibility review and other administrative case reviews. Seek to maintain and expand relevant knowledge base. Attend all mandatory training sessions. Attend other authorized trainings to earn at least the required minimum number of Continuing Education Units (CEU’s). Perform as a member of the team, answer questions, share expertise and contribute to the harmony of the team. Handle change well and be flexible and adaptable in dealing with interruptions, new priorities and new assignments. Ability to handle a hybrid work environment consisting of working in the office, remotely at home and in the field while maintaining work productivity and efficiency. Organize travel to visit consumers, families, vendors, etc. efficiently and effectively. If bilingual, utilize skills in all aspects of the job, as able and as required. Use office equipment appropriately and report the need for any repairs. Keep the work area neat and orderly. Observe all safety rules and comply with IRC’s Injury and Illness Prevention Plan. Utilize IRC’s IT systems and equipment as assigned, maintaining security and following IRC’s protocols, procedures and requirements. Ensure that consumers’ rights and dignity are maintained in the provision of services. Comply with IRC’s personnel policies and procedures. Perform different or additional work as assigned. MINIMUM POSITION REQUIREMENTS: Bachelor’s degree from an accredited college or university and one year of experience, including case management, in intellectual/developmental disabilities, social work, special education, early childhood development, or a related field. OR Master’s degree in social work, psychology, public health nursing, teaching, special education, early childhood development, or a related field from an accredited college or university. Bilingual preferred but not required. Ability to establish and maintain effective working relationships with others. Ability to work cooperatively and effectively with others. Maintain good attendance and punctuality. Ability to follow oral and written direction. Good verbal and written communication skills. Full use of an automobile, possession of a valid California driver’s license and liability insurance for the minimum amount prescribed by law or ability to provide for independent transportation. Must have and maintain a safe driving record. OPTION: CASE MANAGEMENT TRAINEE: For candidates who meet the education requirement for CSC, but not the experience requirement, we are accepting applications for a Case Management Trainee (CMT). The Case Management Trainee is a year long trainee position; the minimum requirement is a Bachelor’s degree from an accredited college or university. We are proud to be an EEO employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing. 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. #J-18808-Ljbffr