Client Services Manager - St. Charles

Job Summary

The Client Services Manager (CSM) will deliver high quality support to Emmaus clients and staff. The CSM may supervise up to 20 staff, and generally support up to 12 clients across 2 to 3 homes by managing staffing, scheduling, guardian relationship(s), regulatory compliance, and stakeholder satisfaction. The CSM will ensure clients are living their best lives with the proper and appropriate supports.

Emmaus Core Values

Core Values: Customer Centered, Integrity, Initiative, and Collaboration.

All employees are expected to advocate for the best interest of Emmaus clients and demonstrate Emmaus Core Values in all aspects of their job.

Key Responsibilities

• Supervise staff, which may include scheduling, timekeeping, performance reviews, performance improvement, process improvement, disciplinary action, coaching, training, and employee retention.
• Design and implement residential services which enhance the quality of life as determined by the Individual Service Plan (ISP) and other related support plans.
• Ensure client, guardian, regulatory agency, funders, and stakeholder satisfaction.
• Develop, maintain, and oversee service records, including writing monthly reports, plans, logs, budgets, data collection and all other required documentation. Submit documentation as required. Attend activities as needed to ensure proper supports and supervision. Develop and maintain records, monthly reports, plans, logs, and budgets.
• Ensure the client goes to all medical, dental, vision, and other appointments. Verify prescribed treatment plans and orders are executed.
• Ensure the team is collaborative, respectful, and productive.
• Support the clients independence, health, and community integration through education and activities.
• Ensure the team is appropriately trained and well versed on all plans related to the client.
• Communicate general company and client updates on a frequent and regular basis.
• Supervise supports provided for Clients to manage their finances, including public assistance. Ensure that all financial records are maintained as required. Execute actions necessary to maintain finances within developed budgets.
• Follow all policies, procedures, and all regulatory requirements.
• Use conflict resolution and problem-solving skills to address issues, concerns, and process improvement.
• Work in ratio only when all other scheduling alternatives have been exhausted.
• Other duties as assigned.

Standard - Demands of the Job

• Operated standard office equipment including but not limited to a laptop, cell phone, fax machine, printer, and copier.
• Drive an average vehicle independently, including an accessible van as required by job location.
• Appropriately and effectively assist individuals during crisis or emergency situations.
• Perform detailed data collection, recording and reporting in handwriting and typing.
• Complete required training as defined in the Emmaus Employee Training Curriculum, within the Emmaus timeline including but not limited to successful completion of CPR/First Aid, Medication Administration Level 1 and Mandt training.
• May be exposed to extreme weather conditions.

In Ratio - Demands of the Job

• Assist clients to stand from the ground, stand from a sitting position or out of a bathtub, etc.
• Turn clients in bed, reposition clients, push them in a wheelchair, use adaptive technology to assist lifting a person to maintain their safety and comfort.
• Stand in a lunge position, with feet wider than the widest part of body for 30-45 seconds during MANDT training and hold up to 3-minute intervals as needed.
• Lift 50 pounds on a limited basis and frequently assist with lifting, transferring, or moving clients and/or equipment up to 200 pounds with the assistance of adaptive equipment depending on home assignment. This includes assisting clients in and out of average vehicles and vans as well as loading and unloading equipment and supplies.
• Operate client adaptive equipment.
• Transfer a client from a bed, couch, or chair to the floor to perform CPR in an emergency.
• Kneel on the ground and stay in this position to complete 1 full cycle of CPR compressions (30 compressions and 2 breaths) during training and until EMS responds in the event of an emergency.

Job Requirements/Desired Education and/or Experience

• High School diploma/equivalent required.
• Bachelors degree preferred.
• 6 months on an Emmaus leadership team or one-year experience leading teams and providing oversight in the social services field outside Emmaus. Will consider 5 years experience providing direct care in lieu of the leadership requirement.
• Experience working with individuals with developmental disabilities preferred.
• Experience using Microsoft Office 365 products and electronic record keeping systems required.
• Valid and current drivers license required.
• Acceptable driving record, valid car insurance and personal working vehicle available for transporting clients and completing work related tasks required.