Program Manager RHS- LaPorte County

POSITION PURPOSE: The program manager is responsible for ensuring that participants’ needs are being met to the highest standard in the following areas including but not limited to medical, financial, social and emotional. The program manager is also responsible for the overall personnel management of quality Direct Support Professionals and support staff who are committed to carrying out Paladin’s mission 

WORK CONDUCT:

• Maintains a positive and enthusiastic attitude.
• Works harmoniously and effectively with staff and the public.
• Arrives to work on time.
• Keeps work space clean and organized.
• Stays awake and alert while on work time.
• Works a flexible schedule including evenings and weekends as assigned.
• Works the full hours per week for the position.
• Effectively works under stressful situations with problem customers

ESSENTIAL FUNCTIONS:

• Maintains a positive and enthusiastic attitude.
• Ensures service operations, processes and staff practices promote maximum participation of the individuals receiving services.
• Leads the development of staff in relation to identifying and understanding client needs.
• Promotes a culture of continuous improvement among staff by establishing quality systems and processes that are established and adhered to properly. 
• Be available on an on-call basis as appropriate; will work with other residential supervisors, case managers and respite manager to develop on-call strategies.
• Monitor key performance indicators and business plan objectives.
• Manages the forecasting, establishment and maintenance of appropriate staffing structures and levels to meet service delivery requirements. 
• Promotes the work of Paladin and the needs of persons with disabilities through attendance at various community events, and develops appropriate networks within the wider community.
• Supervises assigned staff positions, enforces agency policies and procedures, and conducts performance evaluations
• Attends necessary meetings, in-services, and professional development activities.
• Responsible for making sure that all required program staff and volunteer training is completed based on all applicable standards, guidelines and agency requirements by approved trainers.
• Coordinates and communicates services with appropriate agency staff, external agency. Works closely with assigned Program Managers to insure proper service delivery.
• Follows all agency policies and procedures regarding the use and release of confidential information and confidential protected health information.
• Complies with Paladin human resource and fiscal policies, Employee Handbook, county, state and federal laws and regulations as they relate to Paladin, Inc.
• Shall perform any other job related function as assigned.

CASE MANAGEMENT:

• Ensures the atmosphere is therapeutic provides optimal growth for individuals, and preserves individuals dignity and self-worth
• Schedule, lead, and participate in interdisciplinary team meetings, while assuring continuity between services.
• Ensure timely reporting is completed for internal/external reportable incidents.
• Ensures timely and thorough communication in regard to participants care with interdisciplinary team.
• Maintains up to date records and reports and general case management procedures in compliance with funding sources, CARF, and agency requirements.
• Develops and implements individualized program plans (ISP’s) with each consumer assigned a case load.
• Communicates directly with families, guardians, case managers/service coordinators in a manner that encourages the continued growth and happiness of participants.
• Promotes a positive, cooperative relationship with day programs or other support services.
• Assures proper implementation of participants’ plan including but not limited to (dietary, high risk, behavioral etc.).
• Monitors participants financials by regularly checking participants’ cash on hand, bank statements, and coordinate individuals spend down as appropriate.
• Works closely with eligibility specialist to ensure ongoing benefits are maintained including but not limited to (Medicaid, social security, etc.).
• Verbally report, investigate, complete written reports and follow up on all aspects of individual abuse, neglect, exploitation cases with prescribed time frames.

PERSONNEL MANAGEMENT:

• Know and assure implementation of all organization policies and procedures.
• Ensure accessibility to staff as needed to provide guidance and instruction.
• Ensure employees are adequately trained on an as needed basis in all areas of program implementation including but not limited to (client specific, financials, medication administration, program specific, etc.).
• Complete disciplinary action and termination actions of program staff in consultation with supervisor and Human Resources Department.
• Provide thorough, complete, and timely on-site orientation to new employees.
• Provide coaching and development of all employees.
• Monitor staff development and conditions of employment (including agency wide trainings and various compliance items.
• Monitor and audit employee time reports in accordance with payroll deadlines. Authorize overtime and mileage expense for employees within assigned budgets. Approve time cards while assuring accuracy of pay and benefit category.
• Develop and implement core schedules for employees according to the needs of individual and requirements of the program. If unable to find adequate staff to fill a shift, program manager may need to perform direct support professional responsibilities.

• Conducts annual and as needed performance evaluations.

OVERALL:

• Ensure timely completion of job duties.

• Effectively contributes to problem solving and developing new processes and procedures, in response to changing customer service expectations and system wide goals.

• Effectively communicates to staff and customers verbally and in writing.
• Effectively contributes to the work and success of the team.
• Report, acknowledge, and resolve complaints from outside contacts.

TECHNOLOGY:

• Effectively uses the following equipment:
• Laptops, desktops, or other computer equipment
• Printer, copier, fax, scanner, etc.
• Mobile Devices
• External storage devices
• Effectively learns and uses integrated library software, Microsoft Office Suite, google apps for work, open source office software, and Active Directory
• Effectively uses the internet
• Effective learns and uses email.
• Effectively learns and uses social media and apps as appropriate.

PHYSICAL:

• While performing the duties of this job, the employee is regularly required to use hands to: handle or feel objects, tools, or controls; reach with hands and arms; talk or hear; smell. The employee is occasionally required to sit, stand, walk, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally life and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus. The employee must be able to perceive, initiate, or respond to fire alarms, warning sirens, and telephone system all call messages in a calm, rational manner, making sure that the other employs and patron are safe and out of the building.
• While performing the duties of this job, the employee may be exposed to room temperature changes.
• While performing the duties of this job, the employee may be exposed to noise levels that are low to moderate

Qualifications

KNOWLEDGE AND SKILLS:

• Strong communication skills (both written and oral).
• Ability to independently organize time and duties to conduct the daily, weekly and monthly responsibilities of residential services
• Ability to synthesize data in client records to develop and implement appropriate and relevant habilitation plans and work adjustment training techniques.

COMMUNICATION SKILLS:

• Ability to communicate effectively and persuasively (verbally and in writing) with a wide range of stakeholders.

TOOLS AND EQUIPMENT:

• Basic computer skills.

COGNITIVE REQUIREMENTS:

• Ability to analyze data, program related issues and needs to facilitate planning and staff and program development.
• Ability to work with a variety of individuals and agencies to effectively and efficiently coordinate services.
• Work with minimal supervision.
• Ability to handle multiple tasks and/or demands of one’s time from others.

• Ability to work as a team member to facilitate service delivery.
• Patience and diplomacy when dealing with difficult clients, staff, and other agencies.

• Ability to handle stress.
• Ability to train staff in their various job duties.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Direct supervisory experience within a residential setting for persons with disabilities required. 
• Bachelor’s Degree in rehabilitation, social service or humanities, preferred.
• Ability is required to intervene in crisis situations, to work cooperatively and effectively with staff and others in a team situation.
• Ability to collect, analyze and present information regarding programming; to make decisions relating to services provided to consumers.
• Ability to mediate concerns and problems with providers, clients, caregivers and staff in order to resolve programming problems.

ADDITIONAL INFORMATION:

• Required to change work and/or personal schedules to meet time requirements of position.
• Responsible for the safety of all staff and clients under his/her supervision.
• May be asked to serve on various agency committees

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