Job Description:

MAKE A DIFFERENCE with us.

Put your management skills to work in a mission-driven environment.

Northwest Senior and Disability Services is seeking an exceptional individual who exemplifies leadership, has solid management skills, and can think critically to manage teams of social services workers.

Recruitment #: 215-05-24

Location: Tillamook, OR

Salary range: Starting at $5,656per month, with excellent benefits (see below).

Closes: Open Until Filled

Benefits: Agency Sponsored: Medical/Dental 100% paid for employee and 90-98% for dependents, generous Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability, great culture. Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield

General Description

Responsible for leading and directing a team of social services staff who administer programs such as Medicare Savings Programs, Medicaid, Supplemental Nutrition Assistance Program (SNAP) food benefits, and Long-term Services and Supports to seniors and adults with disabilities.

The Program Manager is responsible for their team’s performance and accurate delivery of services necessary to meet the consumer needs within state and federal guidelines. Managers also must network and cultivate sustainable working relationships with community partners including minority communities.

Essential Functions

Manage Programs
Ensure that service delivery meets quality and compliance standards
Reduce Agency Risk
Ensure program success among community, including Non-English speaking consumers
Lead Others
Promote Person-Centered Care
Provide Excellent Customer Service

1. Manage Programs

Oversee the initial and ongoing eligibility determination and case management of Medicaid LTSS program, OPI Program, and other Older American Act programs
Oversee the Eligibility Program Supervisor who is responsible for the Medicare Savings Programs, Medicaid, and SNAP programs.
Monitors caseload activity and periodically reviews long-term service cases to ensure appropriate services and placements for long-term service consumers are provided
Analyze, develop, recommend, and implement policies and procedures as needed to meet goals and requirements
Participate and facilitate consultations with staff regarding consumer status
Meet as needed with staff members from the state, other Aging and Persons with Disabilities agencies, area hospitals, medical professionals, prospective providers, Department of Corrections, Oregon State Hospital, and others to ensure consumer/resident safety and appropriateness of proposed services and/or placements
Review and understand quality assurance reports and suggest specific, measurable employee improvement plans when needed
Oversee the security of cash and benefit issuance documents
Oversee the timely and accurate issuance of provider payments

2. Ensure that service delivery meets quality and compliance standards

Ensure that employees are trained in current policies and procedures, and that service delivery meets consumer needs within the Agency mission and values
Effectively manage staff performance, including conducting individual supervision meetings and performance dialogues with staff
Identify staffing needs, make hiring recommendations, and manage staff effectively applying human resource policies, etc.
Meet quality standards in accuracy, timeliness, and follow policy and procedure
Serve as technical and practical resource for staff to be successful.

3. Ensure program success among community including Non-English speaking consumers

Provide targeted outreach and engagement of Non-English speaking seniors and people with disabilities in order to increase awareness regarding services administered by NWSDS
Understand the problems and issues confronting Non-English speaking seniors and people with disabilities in the community
Work specifically to address the unique needs of the agency’s Spanish-speaking consumers
Create and sustain team environment necessary for program success among Non-English speaking consumers
Provide language assistance and translation within the scope of supervised classifications (bilingual only)

4. Reduce Agency Risk

Demonstrate excellent decision making and problem solving, especially when overseeing and guiding decisions on difficult and ambiguous situations
Maintain a general knowledge of all agency programs
Comply with ethical and professional standards; follow policies, regulations, and requirements of a program and document plans and progress as required
Follow privacy regulations when maintain and share consumer information
Serve as a mandatory reporter of suspected abuse of vulnerable populations as required by policy and regulation

5. Lead Others

Embrace and exhibit agency mission and core values of integrity, professionalism, service, and compassion
Promote two-way communication by engaging others, listening, providing feedback, and expressing appreciation and praise
Collaborate with individuals, teams, and others
Review, assess, and assign workload
Provides assistance to case managers in developing effective caseload management techniques to maintain timely service to consumers
Maintain ethical standards

6. Promote Person-Centered Services

Interact with the public, consumers, co-workers and others in a patient, respectful and culturally appropriate manner, and ensure employees exhibit the same behaviors
Understand the role of consumer choice and how that translates to direct services, or support of direct service units, and area of management and care success
Educate self and others of resources available for populations served include research electronic and written materials and Age and Disability Resource Connection of Oregon (ADRC) resource database
Understand other agency resources and access resources and assistance as needed to assist consumers the public

7. Provide Excellent Customer Service

Manage the first impressions of our consumers and community partners by ensuring the front office staff provides professional and friendly service at all times.
Manage the appearance, standards, and performance of the front office with an emphasis on continuous training for support staff, adherence to company policies and procedures, and teamwork.
Ensure that all consumers and community partners are acknowledged and that Office Specialists operate with positive attitude that promotes agency core values.
Consider the consumer’s needs first
Perform the job well by providing excellent customer service, follow through, meeting deadlines, and interacting with others in a transparent, respectful, and culturally appropriate manner
Exhibit good judgment, critical thinking, decision making, and problem solving skills
Represent agency interests and needs professionally when dealing with outside entities
Perform technical skills related to the work need to be done
Exhibit good work habits, including organizational skills, regular attendance, working independently, seek and offer assistance when needed.

Job-Specific Skills Required

Demonstrate exemplary management and leadership expertise
Maintain a current knowledge of and apply Medicare Savings Programs, Medicaid, SNAP, and Older Americans Act programs according to regulations
Develop relationships with and knowledge of available social services and community resources that assist staff to meet consumers’ needs
Communicate with and influence staff from outside the agency and make the best use of each group’s strengths to benefit all involved
Coordinate employee coaching, mentoring, and training to assure program goals are met
Maintain a current knowledge of and apply Medicare Savings Programs, Medicaid, SNAP, and Older Americans Act programs according to regulations
Train and coach staff to follow procedures to meet said regulations and agency policies
Interpret regulations, articulate them to staff, and assure systems are in place to comply with rules and policies around mandatory reporting, privacy, and confidentiality
Handle and coach others on dealing with potentially frustrated and upset consumers
Lead a team of social services employees
Demonstrate exemplary management and leadership expertise
Be an effective facilitator between employee, management, and consumer needs
Learn available services of agency and other community services
Build relationships and network in the community
Use many computer programs including Microsoft Office and programs associated with state social services assessment programs such as Client Assessment and Planning System (CAPS), Oregon ACCESS, etc.
Demonstrate the required level of oral and written proficiency for bilingual duties in identified language pair (English/Spanish.) Bilingual applicants only

General Skills Required

Remain calm in potentially tense and/or adversarial situations
Communicate well including the ability to understand, follow, and provide verbal and written instructions
Facilitate groups, build consensus, and get diverse individuals to work together
Work effectively with individuals
Source information with regard to other available services
Work independently and competently
Be organized, efficient, and use resources wisely.

Secondary Outcomes

Manage special projects and represent agency at committee meetings as needed.

Supervisory Responsibilities

Case Manager, Eligibility Specialist, Community Liaison, Administrative Assistant, Office Specialist 2, Program Supervisor, and others, as assigned, including Bilingual positions.

Experience and Skills:

Minimum Qualifications - Education and Experience

A qualified applicant will have a minimum of seven (7) years of equivalent combination of education and/or experience which demonstrates the knowledge, skills and abilities required. The following qualifications meeting the minimum requirements will be considered:

Bachelor’s degree in human services, public administration, business, or any related field
Three years of related experience, two of which should be in a supervisory or lead role.
Experience and knowledge of services provided to and working with vulnerable populations, preferably seniors and adults with disabilities.

(For Bilingual positions only)
• Successful completion of a language proficiency test.

Work Environment/Physical Demands

This job is performed in the office and in the field. Office work will be conducted using general office equipment and includes substantial sitting. Office work is performed primarily in a cubicle environment, with noise and interruptions. Field work requires travel to clients in a variety of settings, homes, facilities, etc. of varying level of cleanliness and repair. Field work requires driving an agency car or employee car.

The essential outcomes requires regular sitting, talking, hearing, computer use; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds. The candidate must understand, follow, and provide verbal and written instructions in English.

As a manager, requires additional or irregular hours on occasion, and responding to emergency situations. Contact with the public in home or office environments may risk exposure to irrational/hostile behavior, contagious diseases, or contact with domestic animals.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Requirements

To be successful, candidates must:
• Secure and maintain a valid Oregon driver’s license or have an acceptable alternative means of transportation
• Attend work regularly to meet the demands of this job and to provide necessary services
• Complete and pass a criminal background check

Classification: Program Manager

Position Number: 215

Salary Range: M25

FLSA Status: Exempt

Unit: Long Term Care Services

Location: Tillamook

Reports to: Area Program Manager

Union Status: Non-Represented

Last revision: June 2024

This job description is a general guide for the job to be performed and does not cover everything. Employees may be required to perform other duties, including covering for, and in, other offices. Employees are expected to follow and perform other job-related duties requested by their manager.

Reasonable accommodations will be made as needed.

Job descriptions are subject to change.