Service Program Manager

Catholic Charities Eastern Washington•Spokane, WA

About The Position

This position is responsible for supervising case managers, care coordinators, peer support, and an employment specialist at House of Charity. The position also facilitates respite coordination, services billing, staff scheduling, ensuring development and maintenance of care plans for all residents, facilitating team meetings, coordinating with internal and external service partners, monitoring performance, and ensuring compliance with agency/funder requirements and standards. The House of Charity project requires employees to maintain commitment to and working knowledge of the principles of trauma informed care, housing first, harm reduction, and client-driven care coordination that promotes economic mobility and self-sufficiency. Catholic Charities is committed to providing a competitive wage and benefits package.

Requirements

Bachelor's degree in social services or related field
5 years of progressive experience in the social services field including at least one year of staff supervision experience required. Commensurate experience can be substituted for degree requirement.
Valid Driver’s License and the ability to drive for work use with access to a car.
Successfully pass background check applicable to position.
Regularly sit, stand, climb, walk, hear/listen, talk
Frequently lift up to 25 pounds, pull/push, carry, grasp, reach
Occasionally crawl, stoop, kneel
Clearly see 20+ feet, with or without corrective lenses, ability to focus
Adaptability : ability to adapt to changes, delays or unexpected events in the work environment; ability to manage competing demands and prioritize tasks; ability to change approach or method to best fit the situation.
Analytical Ability : ability to maintain focus for extended periods of time; ability to complete research projects with resourcefulness and persistence; ability to synthesize complex or diverse information; ability to use intuition and experience to complement existing data.
Attendance : ability to consistently arrive and be able to work as scheduled. Ability to work night and weekend shifts as needed.
Computer/Technical Ability : working knowledge of: Word Processing software , Spreadsheet software , Internet software
Dependability : ability to follow instructions, both in written and verbal format; ability to respond to management direction; ability to complete tasks on time or notify the appropriate person with an alternate plan when necessary.
Interpersonal Skills: ability to maintain satisfactory relationships with others, excellent customer service skills and a good overall understanding of appropriate human relations. Practices cultural humility in interacting with clients, program partners, and colleagues.
Judgment: ability to make prudent and timely decisions; ability to exhibit sound and accurate judgment; ability to explain reasoning for decisions.
Language Ability : ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Ability: ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Motor Coordination : the ability to coordinate eyes, hands, fingers, and feet accurately and handle precise movements.
Problem Solving Ability : ability to identify and/or prevent problems before they occur; ability to formulate alternative solutions to problems when necessary; ability to transfer learning from past experiences to new experiences of similar nature.
Quality Management : ability to complete duties, on time and with absolute precision, at least 95% of the time; ability to edit the accuracy and thoroughness of one’s work as well as the work of others; ability to constructively apply feedback to improve performance, ability to generate ideas to improve and promote quality in work.
Reasoning Ability : ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Supervisory Skills: ability to supervise and evaluate staff.

Responsibilities

Provides supervision to case managers, care coordinators, peer support, an employment specialist, and other staff, contractors, and volunteers as needed. This includes hiring, performance monitoring, mentoring, professional development etc.
Coordinates intake and program entry with local hospitals, medical clinics, other medical/behavior health providers, as well as with Respite care team members, by receiving and reviewing referrals and maintaining documentation of the process.
Must be able to handle multiple referrals at any given time, including phone calls, faxed referrals, and coordination of entry into the program.
Ensure that each client coming into the program qualifies for entry into Respite.
Must be able to track and collect/document accurate and timely details specific to MCO billing and follow up with provider when necessary to report this information.
Coordinate with staff to ensure timely assignment, continuity of care, and alignment between intake documentation and case management and care coordination workflows.
Provides weekly updates and monthly summaries of patient enrollment to each partner/provider.
Administers and implements program in accordance with NHCH Medical Respite Standards of Care and WA Medical Respite rules.
Ensures all Services Staff have appropriate case assignments and are meeting client engagement expectations.
Leads weekly Services Team meetings and regularly meets with team members 1:1.
Ensures consistent development and monitoring of individualized case plans and discharge plans for each program client. Including accuracy of information in Salesforce and timely data entry into the local HMIS (Homeless Management Information System) system.
Ensures House of Charity is billing for eligible services, including but not limited to respite contracts, MCOs, and FCS.
Ensures the RC program is meeting expectations, including but not limited to assisting clients with finding employment opportunities, vocational training, and job training opportunities internally and externally.
Reads and understands program contracts, budgets, and operating agreements to effectively support program delivery and management of services.
Develop and sustain working relationships with community partners, hospitals, and housing providers to enhance the effectiveness and scope of service opportunities for HOC patrons.
Ensures service team staff consistently engage clients in meetings and groups, supporting clients in accessing on-site partners and creating access to off-site partners for client needs individually.
Conducts routine audits of case plans, discharge plans, and client files and other required documentation and provides feedback to staff.
Coordinates staff training and professional development, monitors training completion and ensures staff are following principles and practices learned through training.
Provides crisis management support in a professional, healthy manner. Utilizes de-escalation, motivational interviewing, and trauma informed care principles when responding to crisis in a way that meets program mission and supports both staff and clients.
Monitors program data quality and prepares reports needed for agency and funders, ensuring accuracy and timeliness for Spokane’s HMIS database.
Ensures service team is trained in program policy, procedure, and agency wide policy and procedure.
Monitors compliance with these policies and procedures and makes suggested changes and refinements as needed to support staff and client success.
Assists with grant applications, budget preparations, and other grant management activities as needed.
Ensures both internal and external deadlines are met.
Maintains an organized workflow and demonstrates effective time management.
Maintains professional boundaries with direct reports and models professional communication, even in hard conversations, with staff and colleagues.
Coordinates with internal and external service partners to ensure services at House of Charity are meeting needs of House of Charity participants and community.
Participates in the on-call pool with other leadership positions.
Uses appropriate administrative, fiscal, physical, and technical safeguards to ensure the confidentiality, integrity, and security of CCEW client protected health information (PHI), per regulations outlined in the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Regularly utilizes all forms of communication (email, text, phone, etc.) and database practices necessary for this position and as directed by supervisor.
As a mandated reporter, follow all procedures outlined in agency policies and procedures to report to the proper agency when there is suspicion and/or confirmation that a child or adult has been a victim of abuse or neglect.
Adheres to the tenets of Catholic Social Teaching and Catholic Doctrine.
Performs related functions as assigned to support program success and the mission and core values of Catholic Charities.

Benefits

FREE Employee Medical Insurance
FREE Employee Dental Insurance
FREE Employee Vision Insurance
Sick leave (8 hours of paid sick leave per month)
Vacation (Minimum of 2 weeks paid vacation)
Discounted health memberships
Retirement (Employer contribution - 3% contribution and an additional 3% employer match)
FREE Long-Term Disability Insurance
FREE Life Insurance
13 Paid Holidays