Supervisor-Community Services

Description

Job Purpose: The Community Services Supervisor ensures optimal service is provided to clients, personal care workers, business partners and funders. The position ensures prompt, high-quality service delivery, compiles, and analyzes team data, identifies trends and opportunities in the community, and drives performance of a set market area.  The Community Services Supervisor operates very independently and is an integral role within the Home Care Services family.   

Essential Job Functions:

(Reasonable Accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Supervises staff member daily activities, coordinates and gathers resources, and sets priorities for the team of Community Service Providers to ensure task completion.
• Directs exemplary customer service to clients, personal care workers, co-workers, vendors, and funders to ensure compliance with state and regulatory requirements through face-to-face, written, and electronic communication.
• Effectively de-escalates concerns from clients and employees by ensuring appropriate accountability, sense of urgency, communication, and follow-through. 
• Leads market research efforts, competitor/stakeholder analysis, and community engagement and education efforts.  Focuses on education and training in both small and large groups of stakeholders.
• Completes departmental audits that ensure billable services are accurately reported, recorded, reconciled, billed, and paid.
• Provides reporting on billing, service utilization and maximization, and employee trends.
• Regularly travels throughout the region to provide client and worker support, on-boarding, hiring, education, training, and supervision.
• Acts as back-up for open shifts of Community Service Providers, including but not limited to providing full range of independent living skills and supportive services, promoting client’s choice and preparation of program, and engaging with case managers.
• Collects encounter data and produces reporting as needed.
• Manages and maintains a safe, organized, and efficient business office.
• Ensures the secure delivery of documents, both in the paper form and electronically
• Performs special assignments and or projects as assigned.

Supervisory Responsibilities:

• Performs human resources responsibilities for employees which includes onboarding, training, coaching on performance, completes performance reviews and overall employee morale. Recommends hiring, terminations, compensation changes, promotions, corrective action decisions and terminations. Reviews and approves the accurate report of time.
• Responsible for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the program funders, contracts, and CFI business.

Qualifications

Required Education, Experience, Certifications, Licensure and Credentials: (Where appropriate, education and/or experience may be substituted)

Minimum Required Education: Bachelor’s degree or equivalent work experience in a related field

Minimum Required Experience:  Minimum of 2 years human services operations such as Case Management required. Minimum of two years of leadership experience.

Travel outside of office:   20-35% travel in the communities we serve, throughout the State of Wisconsin

Required Valid Driver’s License:  Valid Wisconsin driver’s license

Required Auto Insurance:  vehicle liability insurance in accordance with Agency policy

Knowledge – Skills – Abilities:

• Access to a reliable personal vehicle
• Ability to effectively communicate with staff, external case managers/care coordinators, clients, and stakeholders in a professional manner verbally and in writing.
• Some understanding of long-term care, disabilities, Medicaid, managed care and/or Medicare and knowledge or community resources and public benefit programs is preferred.
• Demonstrated proficiency using a laptop and phone applications. Ability to navigate through a variety of Microsoft programs and learn multiple different computer programs.
• Professional knowledge of the theories, principles, techniques, and practices of social service delivery systems.
• Exceptional ability to multi-task and excellent organizational skills. This includes attention to detail, problem-solving, time management, and the ability to follow through on projects and meet deadlines.
• Excellent case management skills with a proven track record of success.
• Ability to maintain confidentiality of highly sensitive information, and demonstrated professionalism, reliability, and responsibility.
• Bilingual English/Spanish speakers or Spanish language written/verbal communication skills at a professional working proficiency are preferred, but not required.
• Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight, including resolving difficult or complicated challenges.
• Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Ability to work independently in-office and the community to manage all functions necessary to maintain service setting.

Physical Requirements, Visual Acuity, and Work Conditions:

Physical Requirements: Must be able to push, pull, lift, and move objects weighing up to 50lbs and safely transport a client in a wheelchair on a level floor or wheelchair ramp in various weather conditions.

Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal.

Working Conditions: Must be comfortable going into potentially unfavorable home conditions with possible exposure to pets and pests. Must be able to continuously cope effectively with stress created by participants with cognitive delays, complex health and mental health care problems, multiple tasks, noises, interruptions, and work cooperatively as part of a team while maintaining positive demeanor. Role is expected to work a minimum of 8 hours a day with flexibility in evening and weekends as needed.

This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities that may be inherent in this position. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.  

MCFI is an Equal Opportunity/Affirmative Action Employer and promotes a Drug Free Work Environment