What are the responsibilities and job description for the Everett Client Services Program Manager position at Redwood Family Care Network?
Changing Lives Shaping The Future
Are you passionate about making a meaningful difference in the lives of individuals with disabilities? The SAILS Group is seeking a dynamic Client Services Program Manager to lead our team in delivering person-centered care and exceptional service quality. In this vital role, you’ll collaborate closely with the Area Residential Director and management team to enhance the lives of those we serve, ensuring their health, safety, and overall well-being. If you thrive in a fast-paced environment and are dedicated to empowering individuals through innovative solutions, we want to hear from you!
Summary/Objective
The Client Services Program Manager provides wrap-around case management and support in partnership with other management team members and the client’s interdisciplinary team to ensure the highest level of person-centered care and service quality to those we serve.
Essential Functions
Are you passionate about making a meaningful difference in the lives of individuals with disabilities? The SAILS Group is seeking a dynamic Client Services Program Manager to lead our team in delivering person-centered care and exceptional service quality. In this vital role, you’ll collaborate closely with the Area Residential Director and management team to enhance the lives of those we serve, ensuring their health, safety, and overall well-being. If you thrive in a fast-paced environment and are dedicated to empowering individuals through innovative solutions, we want to hear from you!
Summary/Objective
The Client Services Program Manager provides wrap-around case management and support in partnership with other management team members and the client’s interdisciplinary team to ensure the highest level of person-centered care and service quality to those we serve.
Essential Functions
- Model organizational core values—People, Continuous Improvement, Empowerment, and Innovation—by remaining solution-focused in all interactions.
- Oversee the integration of health, community inclusion, and behavioral support services to ensure a whole person approach to client care and deliver outcomes aligned with our four pillars: People, Service, Cost, and Safety.
- Partner effectively with families, guardians, regulatory agencies, and community support systems to advocate for clients rights and preferences.
- Ensure compliance with SAILS and Washington State policies, regulations, and standards, while serving as the primary contact for case management and client care inquiries to facilitate timely communication with stakeholders.
- Develop and implement individualized service plans that prioritize clients’ goals related to health, community involvement, and personal development, providing training and support to staff on best practices in IDD care.
- Provide on-call support for behavioral incidents, staffing issues, and medical emergencies, and collaborate with the Behavior Specialist for effective data collection and analysis related to client behaviors.
- Conduct quality assurance reviews, ensuring timely follow-up on plans of correction and medication adherence, while also responding to audits.
- Supervise and train team members, including House Managers and Direct Support Professionals, to promote the organization’s mission, vision, and values through coaching, performance evaluations, and collaboration with Human Resources on corrective actions.
- Develop systems to coordinate medical appointments, client activities, meetings, and staff training, while ensuring accurate staffing and payroll management.
- Demonstrate strong interpersonal communication and organizational skills, managing deadlines and emergent needs effectively, while staying current with technology, including Google Suite and Microsoft applications.
- Build relationships and network with community members, DDA, families, and organizations to foster collaboration and support for clients.
- Serve as the main contact for case management and client care inquiries, ensuring timely communication with clients, families, and stakeholders.
- Demonstrate strong interpersonal communication skills, responding to requests and providing clear feedback within established timelines.
- Maintain a solution-focused approach to program management and concerns.
- Exhibit strong organizational skills to manage deadlines and address emergent needs effectively.
- Stay current with technology, demonstrating proficiency in Google Suite and Microsoft applications.
- Commit to person-centered solutions through collaboration with clients, guardians, and staff.
- Build relationships and network with community members, DDA, families, and organizations supporting our clients.
- Full-time, Salary Exempt. Overtime expected. Typical hours: Monday through Friday, 8:30a-5:30 pm, with frequent after-hours attention required.
- Travel between offices, programs, and meetings averages 80%. Personal vehicle use; mileage reimbursed. Out-of-state travel is typically not necessary.
- High School Diploma
- 2 years’ experience working with clients with disabilities
- 3 years supervisory experience
- Bachelor’s Degree in Human Services or related field
- 3 years working with people with disabilities
- 5 years managing teams
- Training from DDA regarding writing IISPs and PBSPs
- Nurse’s Aide Registered (NAR) and able to be Nurse Delegated
- Certified in Crisis Prevention Institute, Right Response, or similar training
- Certified in CPR/First Aid
- Pass background check screening upon hire and every two years thereafter, or as requested.
- Maintain active NAR, CPR/First Aid, Nurse Delegation, and other required certifications.
- Complete a minimum of 12 hours of continuing education annually.
