POSITION SUMMARY

Under the direction of the Executive Director, the responsibility of the Program Manager is to ensure that Health Insurance Advocacy Program (HICAP) services are provided in an efficient and effective manner, in accordance with Valley Caregiver Resource Center (VCRC) policies, procedures and contract requirements.

ESSENTIAL DUTIES & RESPONSIBILITIES

· Plan, organize and direct the daily operations and activities of the program.

· Assist to develop plans and systems in the process of implementing new or existing contracts.

· Assist Executive Director, Fiscal and Budget Managers in grant reviews; fiscal and budgetary operations.

· Regularly prepare correspondence and gather statistical data for submission through the SHARP system.

· Maintain quantity and quality control measures ensuring consistency in handling each program and case.

· Work collaboratively with other program managers, staff, volunteers, departments, agencies and clients.

· Recruit, train and evaluate the performance of volunteers and facilitate recognition programs.

· Recommend staff and volunteers for promotion including HICAP Counselor registration and certification.

· Develop and implement training plans and materials for community education programs.

· Provide administrative leadership of staff and volunteers; ensure standards of performance are met.

· Develop and monitor counseling sites.

· Review and/or supervise the review of all closed cases (intakes) for accuracy and services.

· Counsel or provide counseling assistance on highly complex cases.

· File complaints related to insurance or health plan issues.

· Review and make recommendations for all referrals to legal components of program.

· Participate in the development and execution of the HICAP annual plan, contract and budget.

· Provide guidance to staff in determining client program eligibility and resolving complex case problems.

· Participate in identifying funding sources, donor development and various fundraising efforts.

· Cultivate collaborative relationships with other community organizations, developing working agreements as needed.

· Collaborate with other agency staff in executing marketing objectives, developing Internet services for families and contributing to agency publications

OTHER RELATED DUTIES

· Serve as the spokesperson for HICAP.

· Publicize HICAP services through various media in English, Spanish or other languages as appropriate.

· Maintain certified counselor status and an in-depth understanding of Medicare policies.

· Attend required CDA training and maintain up to date informational records.

· Attend weekly Program Managers’ meeting, and meetings which occur evenings and weekends.

· Participate in annual fundraiser event(s).

· Ensure and maintain a safe, professional work environment.

· Complete other projects, initiatives and duties as requested.

ORGANIZATIONAL ACCOUNTABILITIES

· Mission: Shares in and displays a commitment to the mission and philosophy of Valley Caregiver Resource Center in providing excellent internal and external service. Actions and decision-making exemplify the mission, demonstrate cultural sensitivity, dedication, and compassion, and are in the best interests of the Center, its staff, and the community.

· Integrity and Trust: Is widely trusted and seen as truthful; presents the facts in an appropriate and professional manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. 

· Teamwork: Demonstrates ability to work harmoniously with others to get a job done. Attitude promotes positive work environment; respects others; resolves issues and conflicts. Communicates effectively with team members and provides constructive suggestions to improve team performance.

· Leadership: Acts in a self-directed manner; takes action before being directed by others or forced by events. Seizes opportunities and is proactive in avoiding potential problems. Learns from own mistakes; adapts to changing conditions; takes on challenging or difficult assignments. Inspires excellence and commitment in others.

· Planning: Determines resources and actions required to accomplish objectives. Sets priorities and manages time effectively to meet deadlines and follow through on commitments. Identifies potential problems and opportunities and works with supervisor to plan contingent actions, as appropriate.

· Attendance and Reliability: Consistently adheres to scheduled work hours, and is flexible to change work hours when requested. Follows established procedures for reporting absences and requesting time off.

QUALIFICATIONS

Education

· Bachelor’s Degree in Social Work, Social Services, Gerontology, Business or related field required.

Skills and Experience

• Minimum 2 years’ experience in Program Management or a related field.
• Bilingual skills strongly preferred.
• Experience in a non-profit organization preferred.
• Knowledge of program management principles and practices.
• Knowledge of adult learning principles, with ability to provide training and personal counseling.
• Understanding of the unique needs of family caregivers, the elderly and families.
• Skill to perform human resources functions; to supervise and evaluate the work of staff and volunteers.

· Ability to maintain budgets, analyze data; prepare and present reports in a clear and concise manner.

· Ability to manage and prioritize multiple tasks under deadline pressure.

· Highly organized and accurate with attention to detail in all areas of work.

· Ability to maintain confidentiality of VCRC, staff and client information.

· Strong skills in Microsoft Word, Excel, and Outlook.

· Strong electronic, verbal and written English skills to communicate with supervisor, employees, clients and community members. 

Other Requirements

• Must obtain (CDA) certification as a HICAP counselor within three months of employment.
• Must possess a valid California Driver License and insurance is required.
• Must be willing to travel locally and out of town.
• Completion of a successful background check will be required.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this job, the employee is regularly required to stand, walk, sit; use hands for clerical duties and keyboarding. 

· The employee must regularly lift and/or move up to 15 pounds and 25 pounds on occasion.

· Specific vision abilities required by this job includes close vision, distance vision, peripheral vision, depth perception and ability to adjust focus, and visual acuity sufficient to read a computer screen and paper documents. 

· Acute hearing is necessary for telephone and in-person communication with staff, customers, and vendors. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This position typically functions indoors in an office environment.

· The noise level in the work environment is light to moderate, associated with business office equipment.

· Occasional local travel is required.