Protective Services Senior Manager

POSITION SUMMARY:

This position supervises the Protective Services Supervisory staff and ensures case determinations are entered appropriately into WellSky Human Services APS. The Protective Services Senior Manager works in conjunction with the Director of Protective Services, the Director of Projects and Quality, and the Chief Program Officer to fulfill the quality improvement and intake functions for the PS department as well as Policy & Procedure development. The Protective Services Senior Manager is responsible for the overall management of the PS department in the absence of the PS Director.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Responsible for motivating, and providing support, consultation, and supervision to the Protective Services Team.
  1. Meet with Protective Services supervisory staff during regularly scheduled weekly supervision sessions and informally for consultation.
     • Provide screening of PS reports. Adhere to all the regulations related to reportable conditions.  Determine response status as emergency, rapid or non-emergency.
     • Review client cases, problem solve, and provide consultation and direction to PS staff.
     • Document all appropriate screening decisions, case determinations, and supervision notes into APS database.
     • Ongoing review and documentation of elder’s level of risk.
  2. Monitor investigations and assessments to ensure compliance with all regulatory requirements.   
  3. Monitor caseloads as needed and ensure that PS Workers are completing timely and thorough investigations.
  4. Ensure PS Supervisors are appropriately assessing elders’ capacity and adhering to elders’ consent to the provision of protective services.
  5. Review 24-hour on-call protocol and ensure adequate coverage, including acting as backup for any hotline calls.
  6. Serve as backup supervisor to assigned PS Supervisors/Workers/Intake Supervisors in the absence of their direct supervisor.
• Conduct Quality Assurance and Intake functions.
  1. Quality Assurance and Improvement functions
     • Keen focus on auditing, data, analysis, and review of case files for compliance with Protective Services regulations.
     • Complete monthly audits of case record samples, including critical case juncture documentation, Executive Office of Aging & Independence regulations, and PS department policies and procedures.
     • Review follow-up coordination with home care services where appropriate.

1. Intake Functions
   1. Assign and assure that new cases are assessed in a timely manner.
   2. Ensure central intake logs and files are maintained.

• Complete all data entry and documentation as required by the Executive Office of Aging & Independence and CBES policy and procedures.
• Conduct regular staff performance reviews, provide regular feedback, and create corrective action plans as appropriate to ensure compliance with the Executive Office of Aging & Independence, state and federal policies and regulations, and CBES policies and procedures. Quality performance measures and productivity standards.
• Responsible for overseeing internal quality assurance activities to include random case file reviews and PS staff training on policy and procedures for department staff as needed.
• Assist in the development and implementation of policies and procedures to promote quality, efficient, cost-effective service delivery and customer service.
• Collaborate with community partners to ensure the safety and appropriateness of care plans.
• Collaborate with program and senior management to assist staff and supervisors with professional growth and career-related goal development.  
• Identify program staff training needs with the program and senior management to enhance staff skills and improve performance.
• Participate in interviewing and making hiring recommendations.
• Participate in the training and orientation of new staff.
• Attends and or conducts internal meetings as required.
• Represent the agency in external meetings as required, including statewide Executive Office of Aging & Independence Meetings.
• Initiate and present PS community education training to help the Agency meet goals.
• Provide reports as required.
• Protect Consumers’ Personal Health Information (PHI) and report any suspected security breaches.
• Work collaboratively with other staff members in a multi-ethnic and racially diverse environment.
• Perform all services by state and federal regulations and CBES policies and procedures.  
• Other assigned duties and projects as assigned.

QUALIFICATIONS:

• Effective client advocacy skills and the ability to empower elders as well as persons with disabilities in improving the quality of their lives.
• Must have demonstrated leadership ability, problem-solving skills, and strong interpersonal and team-building skills for managing a multi-ethnic and racially diverse team.
• ASAP and Executive Office of Aging & Independence documentation experience preferred.
• Strong written, interpersonal, and presentation skills that convey a positive attitude and build relationships with clients and coworkers.
• Must be organized and detail-oriented, possess strong time management and priority-setting skills with the ability to handle diverse responsibilities and to work independently with minimal supervision. 
• Strong computer knowledge of Microsoft Office Suite.
• Ability to work in a fast-paced and changing environment.

EDUCATION, SKILLS, AND EXPERIENCE:

• Licensed Independent Clinical Social Worker or other high-level professional degree desired.  Master’s degree from an accredited school in Social Work, Psychology, Counseling, Human Development, Nursing, or Gerontology with two years of Protective Services experience.   
• Bachelor’s degree in Social Work, Psychology, Counseling, Human Development, Nursing, or Gerontology plus five years of experience.  
• Experience must be in areas of counseling, casework, domestic violence, or case management in a human services agency providing protective or crisis intervention services to the elderly.
• Minimum of two years of supervisory experience.

PHYSICAL REQUIREMENTS OF THE JOB:

• Ability to lift and carry objects frequently weighing up to 10 to 15 pounds.
• Ability to climb stairs.
• Ability to travel to the community to perform visits at consumers’ homes.
• Work requires regularly standing, stooping, and bending.