Job Description

Montcordia Summary: Montcordia is a private pay, concierge level senior services program within an established nonprofit agency, Service Coordination, Inc. (SCI). Montcordia was created for clients seeking a deeply vetted and highly trained team of professionals that take a long-term, holistic approach to care. Montcordia provides exceptional Concierge Companion and Aging Life Care Management services that enable seniors to age at home in comfort, style, and with full dignity.

Position Summary: Care Ambassadors supervise a group of first-class Companion Care Partners (CCPs). These CCPs provide non-medical in-home and community-based emotional and personal care supports to older adults that enable them to live at home safely and securely, while enhancing their quality of life and overall well-being. Care Ambassadors are responsible for scheduling, ongoing support and supervision for CCPs, and payroll and billing data management. Care Ambassadors also participate in interviewing, selecting, and training CCPs.

Care Ambassadors also partner with older adults and their families to design solutions, provide supports, and coordinate care that enables optimal quality of life outcomes. Care Ambassadors perform comprehensive, holistic assessments for companion care clients that guide their development, execution, and monitoring of the person-centered comprehensive Companion Care Plan.

Montcordia Team Member Expectations: All Montcordia team members are expected to: Ensure services provided follow the SCI's mission statement, core operating values and policies and procedures; follow HIPAA, confidentiality and security procedures and principles; collaborate with peers, leadership, and support areas of the organization; actively participate in and contribute to staff meetings and trainings; maintain compliance with federal, state, and local employment laws and regulations; follow self-direction and person-centered planning procedures and philosophy; and to foster a culture that values diversity.

Essential Duties:

Manages Companion Care Partners (CCPs) Performance to Ensure Work Meets Quality Standards
- Oversees CCPs' execution of the Care Plan
- Ensures that CCPs are using person centered practices and principles that enhance quality of life for clients served
Takes Personnel Actions
- Conducts hiring interviews for CCP positions and informs Human Resources which job candidates will be extended an employment offer
- Takes disciplinary actions consistent with Montcordia's policies and procedures to address performance concerns
- Recommends to Aging Life Care Manager, Montcordia, and People & Culture/Team Member Experience Director, termination of CCPs when performance does not meet job expectations
- Conducts annual performance evaluations for CCP team members

Monitors, Documents and Audits
1. Monitors and approves care notes, timesheets, mileage and billing on a daily basis
2. Monitors, reviews and approves CCPs' company debit card purchases made on clients' behalf
3. Records and maintains supervision records and performance evaluations for developmental feedback and performance evaluations
Provides Occasional Companion Care Services
1. Provides fill-in companion care supports for clients as needed. This may include transporting clients in your personal vehicle.
Facilitates/Participates in Meetings to Collaborate with Team Members
1. Facilitates weekly CCP roundup meeting
2. Participates in monthly organizational and program leadership meetings to stay informed of changes affecting policies, procedures and practices
3. Participates in and/or facilitates work groups and committees as assigned
Scheduling
1. Manages CCPs' schedules through collaboration with team on optimal client/CCP matches
2. Manages scheduling software
3. Manages call-outs and approves time off requests, while triaging client scheduling needs
4. Optimizes scheduling to ensure client needs are met, while simultaneously meeting CCP Performance Utilization (PU) benchmarks
Develops and Monitors Companion Care Plans and Conducts Follow-up Activities
1. Conducts comprehensive, holistic assessment of the older adult's current functioning, physical and mental status, social circumstances, environment, and overall well-being
2. Develops, implements, and monitors the person-centered comprehensive Care Plan based on the comprehensive assessment and the person's strengths, goals, and needs
3. Enhances quality of life of people supported by recommending and arranging meaningful social, spiritual and cultural activities
4. Conducts regular on-site visits to monitor supports and ensure quality services
5. Identifies and addresses any service gaps and coordinates with Montcordia team on potential solutions
6. Develops and implements person centered solutions to resolve client and CCP concerns
Crisis Prevention and Support
1. Participates in on-call rotation, requiring potential in-person visits
2. Completes Incident Reports and follow-up activities

Other Responsibilities:

Builds referral streams to grow this division within SCI through community outreach and marketing support.
Provides professional coverage as needed, including answering inquiries for service and crisis response.
Recommends and engages in projects designed to empower people or to expand or improve the service delivery system.
Participates in meetings and training sessions that offer learning opportunities and that promote and enhance skills and professional development.
Completes other duties as assigned.

Supervisory Duties:

This position will supervise Companion Care Partners (CCPs).

Experience Required:

Minimum of two years' supervising in human service organization, preferably overseeing the work of care providers, like Certified Nursing Assistants (CNAs), companion caregivers, etc.
Experience and ability in working with older adults, those with behavioral challenges, those with medically complex needs, and other populations, and ability to advocate on their behalf.

Education Required:

Baccalaureate or Masters' degree in human services, business, management, or hospitality field.

SCI Value Related Competencies:

People Come First (Customer Focus): Thinks and acts with people we support in mind when making decisions. Dedicated to meeting the expectations and requirements of internal and external shareholders, uses information and feedback to improve services.

Building Relationships and Connections : Interpersonal savvy. Relates to all kinds of people. Builds appropriate rapport, uses diplomacy and tact, diffuses high-tension situations comfortably. Establishes and maintains meaningful connections within the community and the organization (internal and external stakeholders)

Education (Informing Others): Quickly finds common ground to solve problems. Is seen as a cooperative team player. Provides coaching and mentoring to team members. Consistent communicator, provides team members with the tools they need to perform their jobs in a timely manner. Explores all available options to make the best decision for internal and external holders

Diversity : Values, appreciates and honors the ways in which cultural differences can create value in organizations. Is service oriented: Demonstrates a commitment to the philosophies for services and the goal of independence for the people we serve. Raises awareness in communities to appreciate the similarities and unique gifts of each person. Interacts with all kinds of team members equitably, deals effectively with all races, nationalities, cultures, disabilities, ages, and genders, supports equal and fair treatment and opportunity for all.
Driving Solutions ( Perseverance): Pursues all initiatives with energy, drive, and the goal to succeed.

Job Specific Competencies:

Building Effective Teams: Creates strong morale and spirit. Fosters open dialogue. Allows people to finish and take responsibility for their work. Defines success in terms of the whole team. Creates a feeling of belonging for team members.
Dealing with Ambiguity: Can effectively cope with rapid change and uncertainty; efficient and productive even when processes are not fully in place.
Composure: Stays calm and even-keeled under pressure or in stressful situations, is a settling influence during crisis.
Customer Focus: Thinks of the people we support first and foremost; dedicated to meeting the expectations and requirements of internal and external shareholders, uses information and feedback to improve services.
Decision Quality: Takes action based on analysis, wisdom, experience, and judgement, considers the relative costs and benefits of potential actions.
Developing Direct Reports: Provides challenging tasks and assignments, holds frequent development discussions, is aware of their team's career goals, constructs compelling development plans and executes them.
Integrity and Trust: Follows through with assigned tasks, goals and responsibilities, maintains confidentiality, utilizes company resources effectively, reliably follows through on commitments made to others.
Organizational Agility: Understands the origin and reasoning behind key policies, practices and procedures, understands the culture of the organization.
Planning: Accurately scopes out length and difficulty of tasks and projects, anticipates and adjusts for problems and roadblocks.
Problem Solving: Uses a logical, solution-based approach and SCI best practices to identify options and workable solutions. Quickly recognizes root-cause issues, discovers the source and generates thoughtful, effective, person-centered solutions

Physical Demands: Generally, presents standard office environment. Must be able to remain in a stationary position >95% of the time. Continually operates a computer, keyboard and mouse, and other office productivity machinery, such as a calculator, copy machine, printer, and mobile Smartphone device. Constantly positions self to comfortably maintain computer equipment. May occasionally be required to move about in an office setting or position office equipment weighing between 10-25 pounds. Vision abilities required by this job include close vision. Ability to operate a motor vehicle. The person in this position frequently communicates with other people. Must be able to exchange accurate information in these situations.

May require occasionally lifting and/or move up to 50 pounds while supporting clients.

IT Roles must be able to position self to maintain computers and equipment, including under desks and in server room(s). Frequently moves equipment weighing up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. This job description is subject to change at any time.

Disclaimer: The recruitment process is approved by Service Coordination Inc.’s Recruitment Committee and subject to change based on business needs.

In recognition of the continuing COVID-19 pandemic, Service Coordination Inc (SCI) is committed to maintaining a safe and healthy workplace. Because of this, SCI is requiring all new hires to be fully vaccinated. New hires will be required to provide proof of vaccination status as part of the on-boarding process. SCI provides reasonable accommodations, absent undue hardship, for medical reasons under ADA and for employees with sincerely held religious beliefs, observances, or practices that conflict with getting vaccinated. You may request reasonable accommodation or other exemption to Sonji Ashford at sashford@sc-inc.org.

Service Coordination is an equal opportunity employer and committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, hair texture or protected hairstyle, veteran status, or genetic information. Service Coordination is also committed to providing equal opportunity and access to individuals with disabilities by ensuring reasonable accommodations are provided to participants in the job application or interview process. To request a reasonable accommodation, contact Kathryn Eckert at kathryn.eckert@sc-inc.org or 410-218-5581.

SCI does not sponsor for immigration, including for H-1B, TN, and other non-immigrant visas, for this role.