Protective Services and Licensing Manager (Risk and Safety Manager)

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 #:     104-08-24

Closes:                 February 13, 2025 (Internal & External)

Location:              Salem, OR

Salary range:       Starting at $7,507 per month, with excellent benefits (see below).

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, and qualifying for the Public Service Student Loan Forgiveness (PSLF). Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield

General Description

Leads and oversees agency programs to ensure consumer protection, regulatory compliance, and high-quality service delivery. Develops and implements strategies to achieve agency goals while fostering a culture of respect, integrity, and continuous improvement.

Essential Functions

1. Program Leadership and Oversight

• Provide direction and support to managers and staff in protective services and licensing programs.
• Monitor service delivery, evaluate performance, and implement process improvements.
• Develop work plans and strategies to meet performance goals.

2. Program Development and Initiatives

• Research, develop, and implement initiatives to enhance consumer protection and service quality.
• Analyze and adjust programs to align with agency mission and regulatory standards.
• Provide leadership and direction for complex projects requiring coordination within agency and/or with other agencies
• Partner with Medical and Coordinated Care Organizations (CCOs) and Long-Term Care teams to establish and strengthen community partnerships, while identifying opportunities for continuous improvement in service delivery.

3. Regulatory Compliance and Quality Assurance

• Ensure all programs comply with federal, state, and local regulations.
• Develop, review, and recommend policies and procedures to improve service delivery and meet legal obligations.
• Regularly evaluate services to ensure they are delivered efficiently and effectively.

4. Consumer Protection and Risk Management

• Act as the subject matter expert on consumer safety and regulatory compliance, including recommendations to the State for closure of unsafe and noncompliant providers/care facilities.
• Collaborate with Human Resources to address abuse claims made against agency employees.

5. Emergency Planning and Response

• Assist with the development and maintenance of the agency’s emergency action plans, including preparedness, response, and mitigation measures.
• Coordinate responses to threats and emergency situations with internal teams and external agencies.       

6. Leadership and Communication

• Foster a culture of transparency, respect, and accountability.
• Promote two-way communication and provide mentorship to managers and staff.
• Uphold ethical and professional standards in all interactions.

7. Customer Service

• Deliver exceptional customer service through clear communication and problem-solving.
• Ensure all interactions align with agency values and goals.
• Meet quality standards in accuracy and timeliness.

Required Skills and Experience

• Proven ability to manage teams, develop programs, and oversee service delivery.
• Experience in protective services, licensing, or related fields.
• Familiarity with public services like Medicare, Medicaid, and SNAP.
• Good research and analysis skills to determine program service quality and effectiveness.
• Excellent interpersonal, written, and verbal communication skills.
• Strong knowledge of federal, state, and local regulations, including the ability to research, interpret and apply complex ORS, OAR and other regulations.
• Ability to interact with others in difficult and potentially volatile situations.
• Ability to exhibit and communicate mission and core values.  Excellent interpersonal and communication skills including ability to remain calm under adverse situations.

Supervisory Responsibilities

Direct Supervision of Protective Services & Licensing Program Managers, Training and QA Specialists, Adult Foster Home Nurse Educator, and Administrative Assistant 2.  Oversee managers who provide direct supervision to Protective Services Workers, Adult Foster Home Licensing Specialists, Compliance Specialist, Protective Services Worker-Screener, and Protective Services Worker-Risk Intervention.

Work Environment

This position requires frequent travel throughout the service area and to other offices, including some overnight stays. Field work involves occasional travel to consumers in a variety of settings, homes, facilities, etc. of varying levels of cleanliness and repair, using Agency car or personal vehicle, and carrying and using a laptop computer. Contact with the public in home or office environments may risk exposure to irrational/hostile behavior, contagious diseases, or contact with domestic animals.  May require additional or irregular hours.