Community Support Services Manager - Milwaukee, United States - Down Syndrome Association of Wisconsin

Description

Job Description

Community Support Services Manager

Location: (50% remote, 50% travel throughout Wisconsin)

Report to: Interim Director of Programs

Status: Full Time (40 hours per week)

Salary: DOE

FLSA Status: Exempt

The Down Syndrome Association of Wisconsin is a statewide non-profit organization dedicated to advancing the lives of individuals with Down Syndrome and related disabilities and their families through awareness, education, information, programs, services, and the exchange of ideas and experiences.

DSAW provides programs and services throughout the lifespan (Parent's First Call for new and expectant parents, children's services, adult services, vocational services, and aging services), as well as educational opportunities and events.

We have an immediate opening for a statewide Community Support Services Manager. The Community Support Services Department provides direct 1:1 services, small group services as well as support to our employed participants. The Community Support Services Manager will provide direct supervision to DSAW's Community Support Services support staff and Case Coordinators. The Community Support Services Manager will manage all aspects of the department's operations including tracking authorizations; family, funder and wraparound team member communication; set-up; staff management; plan oversight and billing. This individual will complete intakes with new participants and their guardians, may maintain a caseload of participants themselves, and will have responsibility for the collective oversight and customer satisfaction of the total DSAW CSS department caseload.

The Community Support Services Manager will have an important role in all aspects of onboarding, training, management, and professional development of the CSS staff. The Community Support Services Manager will work in partnership with DSAW Case Coordinators, HCBS & Employment Services staff and other important team members in a wraparound approach to maintain the quality and fidelity of services. The Community Support Services Manager will also conduct monthly meetings, weekly staffing and ongoing educational training. Lastly, the Community Support Services Manager will ensure staff are serving our consumers with respect, dignity, high expectations and compassion.

The Community Support Services Manager will be the main point of contact for all Community Support Services staff; supervising staff as well as providing an open door policy to all staff within the Community Support Services Department. This person would travel to our current regional locations in Appleton, Sun Prairie, Janesville and Milwaukee. Frequency of travel will vary depending on staff and department needs.

The ideal person for this role will be someone who is passionate about servant leadership and is dedicated to empowering individuals with diverse abilities to live independent and fulfilling lives. This person should have excellent organization and prioritization skills to assist staff on all levels of the Community Support Services Department.

The Community Support Services Manager must be a skilled communicator, empathetic listener, and excellent problem-solver, with the ability to work in a fast-paced and time-sensitive environment. Overall, the candidate must be a fast learner who is passionate about helping individuals with disabilities achieve amazing lives.

To complete this job well, the Community Support Services Manager must be very comfortable with technology, and have the ability to quickly learn new systems, such as a new Case Management System. This individual should have a thorough understanding of MS Office/G Suite products. Experience with a participant management system and a time tracking/scheduling system is a plus. Experience with Salesforce preferred.

As DSAW continues to grow rapidly, we are seeking a candidate for this role who is excited about having a say in the future of the organization. We work within a collaborative leadership model, meaning that everyone is expected to come to the table with ideas to improve our company. The ideal candidate should be excited to roll up their sleeves and take the initiative in creating new processes and procedures throughout the organization.

While the hours for this role overall are flexible, the majority of our support services take place between 9:00 am and 6:00 pm. Thus, we generally expect the Support Services Manager to be available during these hours M-F. However, the Support Services Manager may need to cover for staff absences as needed which may include nights, weekends, and holidays.

Essential Functions and Responsibilities

Departmental and Oversight

• Maintain best practices and standard operating procedures for Support Services staff.
• Work in partnership with DSAW Case Coordinators, Operations, HCBS and Employment Services staff by fulfilling support requests, changes, and maintaining participant waitlists.
• Communicate with all staff to ensure consistent, quality services
• Manages Master schedule and billing codes.
• Tracks and monitors billing, authorizations and units available on authorizations.
• Ongoing communication with funders and families
• Can complete intakes with new participants
• Compile monthly reports for the department.
• May maintain a caseload.
  

Staff Hiring, Onboarding, Training, and Management

• Determine the needs of the department and hire accordingly.
• Play an integral role in onboarding all new Support Services staff.
• Directly supervise Community Support Services staff, including providing regular feedback and completing annual performance reviews.
• Work with Community Support Services staff individually to put together a professional development plan, according to their goals.
• Conduct ongoing educational training for all Community Support Services staff.
• Provide support and oversight for staff scheduling.
• Review and analyze time sheets.
• Set monthly meetings to provide department-specific news/updates as well as company-wide information.
• Provide on-site training when applicable
• Provide weekly case management staffing meetings
• Other duties as assigned.

Qualifications

Education/Experience

• A bachelor's degree in a related field is required.
• 4+ years working with families and clients with diverse abilities.
• Experience working with DVR, IRIS, and Family Care and Children's Long Term Support preferred.
• Experience modifying or breaking down tasks for individuals.
• Supervisory experience is required.
• Experience working in a fast-paced, time-sensitive environment.
• Applicants must have a valid driver's license and an insured vehicle.
• Applicants must pass a caregiver background check that meets State of Wisconsin requirements.

Interpersonal

• Must be a sensitive and mature individual who is able to relate well to adults.
• Demonstrates warmth, insight, interest, and respect for persons with disabilities.
• Willingness to accept flexibility with their schedule.
• Able and knowledgeable to cope with emergency situations or behavioral situations in a calm and effective manner.
• Able and willing to be a team player and to work cooperatively with their supervisor.
• Able to communicate effectively with participants and partners.
• Ability to multi-task and adhere to timelines set forth for quality management.

Compensation: Based on experience.

Benefits for Full-Time Employees

• Medical, dental, and vision insurance with access to supplemental life, critical illness insurance, and accident insurance.
• Employer-paid disability and life insurance.
• 10 days of PTO, accrued in bi-weekly increments, as well as 5 set holidays and 5 floating holidays.
• Monthly phone stipend of $20/month for using a personal cell phone.
• Professional development stipend of $150 / year.
• Laptop to complete your work.

Additional benefits include the following:

• Flexible schedule.
• Remote work for non-client-facing duties.
• Parental leave after one year of service.
• Ongoing training opportunities sponsored by DSAW.
• Employee referral program (employee will receive $50 if their referral is hired).
• Relaxed dress code at the discretion of your supervisor.
• Annual offsite staff team-building activities.
• 8 hours paid per year to volunteer.
• Room to grow within the company.
• An amazing mission and culture.

EQUAL OPPORTUNITY EMPLOYER

The Down Syndrome Association of Wisconsin is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.