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About the Role

Under the general direction of the Program Manager, provides direct supervision to Care Managers, including individual coaching and program support. Key responsibilities include building strong working relationships, resolving client and family concerns, developing performance improvement plans, and managing day-to-day administrative tasks like compliance checks and database entry. The role requires upholding the Agency’s Mission, Vision, Values, Guiding Principles, and Strategic Plan.

Responsibilities

Monitors staff adherence to Program/Agency standards and documentation/policy requirements.
Ensures program service delivery complies with Federal and State law and regulations.
Evaluates documentation quality and overall performance of direct reports.
Provides strength-based supervision, promoting accountability and independence.
Offers consistent support, encouragement, patience, and positivity to the team.
Demonstrates drive for growth and change through creativity, flexibility, and collaboration.
Provides in-office support during working hours (9am-5pm) and 24/7 crisis back-up.
Acts as an expert coach and facilitator for complex cases, providing in-person support.
Addresses concerns from families and outside providers respectfully and adheres to grievance procedures.
Promotes program growth and expansion through creativity and innovation.
Recognizes and embraces team diversity, developing individual team member strengths.
Demonstrates, promotes, and practices cultural competency.
Maintains positive relationships with staff and community service providers.
Approves ADP timecards, time off requests, and mileage requests, ensuring accuracy.
Supports the Program Manager with projects and administrative responsibilities.
Supports regular and comprehensive training for staff skill development.
Participates in developing and implementing continuous quality improvement strategies.
Stays current in the field and supports best practice models.
Participates in ongoing training and professional development.
Ability to work evening hours as needed.

Requirements

Bachelor’s Degree in Human Services, or equivalent experience in lieu of education.
Four years’ experience working with children and families with Mental Health issues.
Related leadership experience.
Valid NYS driver’s license in good standing and use of an automobile.
Ability to drive.
Ability to walk short distances.
Ability to use stairs.
Ability to leave a location quickly.

Skills

Knowledge of Health Homes Care Management.
Ability to develop strong working relationships with staff and service providers.
Ability to engage, plan, communicate, and understand youth and families.
Ability to resolve critical concerns with clients, families, and teams respectfully.
Character and Courage (Integrity and Trust).
Customer Focus.
Commitment to Diversity, Inclusion, Justice and Equity.

Location

In-office

Work Type

Full-time
On-call

Experience Level

4 years experience working with children and families with Mental Health issues
Related leadership experience

Education Level

Bachelor's Degree in Human Services

Salary/Compensations

$27/hr - $32/hr commensurate with education and experience

About the Company

Villa of Hope helps youth and families rebuild relationships, recover from trauma and renew Hope for their future.