Director of Client Services
Job Posting for Director of Client Services at Winona ORC Industries
JOB SUMMARY
Lead, supervise, and train assigned staff and work cooperatively with other departments. Oversee program development. Ensure all client programs are carried out in accordance with all federal, state and local regulatory agencies. Represent organization to other agencies, families, funders, etc. Develop and cultivate an efficient and effective organization that promotes employee engagement, innovation, and retention. Ensure activities and operations are carried out in compliance with all regulatory agencies and with Winona ORC’s mission, vision, goals, and policies.
CORE ACCOUNTABILITIES
- STAFF SUPERVISION AND DEVELOPMENT (20%) – Manage the development, growth, and retention of assigned staff. Provide necessary orientation, training, and motivation for staff to meet their goals. Provide performance evaluations and guidance to staff in problem solving. Provide direct feedback to staff on their performance. Set an example for staff in attitude, attendances, and professionalism. Coordinate staff coverage within department. Empower and engage staff in implementing Winona ORC mission, vision, goals, and strategic plan.
- PROGRAM DEVELOPMENT AND MAINTENANCE (20%) – Develop and maintain rehabilitation, DT&H programming, and other client grant programs. Work with outside agencies to coordinate services. Develop and implement vocational, social skills, chemical dependency, and other client training as needed. Oversee client related activities including referrals, screening, caseload assignments, record keeping, grievances, file maintenance, funding, and other duties related to the implementation of program development.
- COMPLIANCE (20%) – Ensure all programs, activities, and operations are carried out in compliance with CARF, DHS, OSHA, DOL, HIPAA and other regulatory and accreditation organizations. Responsible for the development and maintenance of program policies. Comply with Winona ORC’s mission, vision, goals, and policies.
- MANAGEMENT LEADERSHIP (20%) – Serve as a member of the Winona ORC management team. Provide input into agency policies and procedures. Compile and submit data for POP as requested. Serve as a board committee member as directed. Prepare long and short term department strategic plans and budgets. Monitor strategic plans and budget. Make necessary adjustments and mid-course corrections. Hold joint responsibility to maintain the financial viability of Winona ORC. Provide an environment for effective communication, engagement, and cooperation with other departments.
- COMMUNICATION (10%) – Effectively communicate in a timely manner with staff, clients, and all other stakeholders to facilitate efficiency and productivity of projects and processes. Communicate in a manner that ensures client confidentiality.
- ADMINISTRATION (10%) – Attend and initiate meetings as required. Review and update client policies and procedures. Act as primary contact for Vulnerable Adult reporting. Monitor wage determinations for proper scheduling. Maintain and update client roster, records, and emergency forms. Analyze satisfaction surveys from clients, stakeholders, guardians, residential, and case managers. Maximize billing each month and collect case management services. Maintain and update contracts with client funding sources in a timely manner. Maintain compliance with agency revenue sources.
MEASURES OF SUCCESS/STANDARDS
- STAFF SUPERVISION AND DEVELOPMENT- Employees receive effective supervision and are meeting or exceeding expectations and goals. Employee engagement level increases. Performance evaluations and direct feedback motivate and retain staff along with increasing productivity.
- PROGRAM DEVELOPMENT- All client services, DT&H, and grant programs are developed and maintained. Services are coordinated with outside agencies. Client training is successfully implemented. All client related activities are developed and maintained in an effective and efficient manner.
- COMPLIANCE- All activities are compliant with requirements of regulatory and accreditation agencies. Complies with all regulatory agencies, and with Winona ORC’s mission, vision, goals, policies and procedures.
- MANAGEMENT LEADERSHIP- Positive relationships are maintained with other departments and with external customers. Committee obligations are met. Input is given on policies and procedures. Short and long term department strategic plans and budgets are current and accurate. Responsibility of financial viability of Winona ORC is maintained within department. Leadership modeling is provided to staff. Reporting is completed in an accurate and timely manner. Membership is maintained in a minimum of one community organization.
- COMMUNICATION- Effective communication is maintained in a timely manner with staff, clients, and all other stakeholders to facilitate efficiency and productivity. Communication is maintained to ensure client confidentiality.
- ADMINISTRATION- All meeting requirements are met. All program policies, vulnerable adult reports, rosters, and client records are updated in an accurate and timely manner. Wage determinations are monitored. Billing is maximized each month and case management services are collected. Funding contracts are updated and maintained.
KNOWLEDGE, SKILLS, & ABILITIES
- Prefer experience working with people with disabilities.
- Computer literate. Proficient in MS Office and ACT CRM software
- Able to complete assigned tasks under stressful situations
- Required to adhere to the most current Pandemic Action and Prevention Response Plan
Reasoning Ability:
limited standardization exists.
- Able to interpret a variety of instructions in written, oral, diagram or schedule form
- Able to be able to mediate conflict and provide resolution.
- Able to pass MN Department of Human Services background study
- Able to pass drug screening and criminal background check
(List any Personal Protective Equipment PPE)
Must use PPE as required or specific for job site or location as assigned. Examples: gloves, safety eyewear, hearing protection, safety shoes, aprons, smocks.
Job Requirements
The core accountabilities in this job description are the essential functions and duties of the job. The description does not describe marginal functions or responsibilities that may also be part of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for the job. Duties, responsibilities, hours, and activities may change at any time with or without notice to meet business needs.
Scope of Authority
- Responsible for leadership and performance management of assigned areas
- Participates in the planning process of the organization
- May not make exceptions to Winona ORC policies and procedures
- Decisions beyond the normal scope this position must by authorized by the Executive Director
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