Director Of Customer Support jobs in Abbeville, MS

Description

GENERAL FUNCTION:

To provide supervision and coordination of residential supports and services for Support solutions persons supported in Supportive Living, Personal Assistance, Family based. This position will act as liaison between DSP staff and administration for the day to day operation of the sites this position is assigned to.

ESSENTIAL FUNCTIONS:

In order to perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities assistance with performing the essential functions of this position.

1. This position will ensure that adequate site supervision and unannounced visits are maintained, records are maintained and guidelines to record keeping are enforced. They will also assist to ensure that that all programs for persons with developmental disabilities provide the best possible outcomes for individuals while operating in a cost effective manner.
2. The position will ensure that managers will maintain required documentation for each service component. Daily notes, monthly summaries, attendance calendars, monthly drills, MARS, medical transfer packets, as well as personal data collection. (Bowel mgmt., sleep data, mealtime data, BP checks, glucose level checks, medical appointments, physician orders and ISPs).
3. The Assistant Program Director will assist person supported with accessing community resources, housing and ensure funding request are forwarded to the ISC agency and State Agency Service Plan Unit in a timely manner. In addition the Assistant DD Director will work with Chief Executive Officer and Regional Program Director to revise and maintain the funding request/service plan tracking system. In addition he/she will provide oversight to the tracking of cost/service plans.
4. Under the Supervision of the Regional Program Director this position will serve as the primary admission and discharge officer for SSMS, as well as chair the weekly Admission Discharge and Transition (ADT) meeting. Ensure all documentation for admission and discharge is completed, filed and maintained.
5. Assist with the design and implementation of all MR/DD programs, including supported living, PA services, transportation, and all other Medicaid funded programs.
6. Ensuring that TSNs are completed for all staff before they work with any person supported. Coordinate any behavior or therapy training for new staff entering the homes. Communicate this task the Residential House Manager and ensure that task has been completed until new hire has mastered this expectation.
7. Ensure the prompt implementation of service plans, BSP, therapy plans and ISP goals for those persons he/she is directly supporting and communicate this information to staff.
8. Review and approve staff schedules and activity calendars for the homes.
9. Review daily notes weekly and ensure monthly summaries for each person supported assigned to this position is completed.
10. Ensure that training requirements for his/her position is completed in a timely manner and likewise for all staff assigned under this position.
11. Ensure that staff meetings are conducted monthly or as needed. Maintain notes for those meetings so staff can follow up on problem areas.
12. Encourage high productivity, commitment and cooperation by sharing information through candid, clear and timely communication.
13. Contribute to the smooth administration of Support Solutions services by performing other duties/task as assigned.
14. Monitor utilization of electronic records system.
15. Encourage customer satisfaction through regular contact with persons served, conservators, families and external stakeholders.
16. In the absence of a Program Manager, the AD will assume the duties of this position.
17. In certain areas and under specific circumstances, the AD may be assigned a Program Manager case load.

OTHER FUNCTIONS:

1. Exhibits behaviors and best practices that are consistent with the vision and values of Support Solutions.
2. Practices safe work habits to eliminate and control potential safety and health hazards and to maintain a safe work environment. Attends all safety training as scheduled.
3. Work as part of the team to ensure that Support Solutions Quality Management principles (Plan, Measure, Assess. Improve) are practiced and achieved.
4. Performs other job related duties as may be assigned by designated and/or authorized staff.

This job description does not list all the duties of your job. You may be asked by Supervisors, Managers or designated and/or authorized staff to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in the job description. Support Solutions reserves the right to revise this job description at any time. The job description is not a contract for employment and either you or Support Solutions may terminate employment at any time, for any reason.

Qualifications

MINIIMUM REQUIREMENTS:

A High School Diploma is required, and Bachelor Degree is preferred. Must have a minimum of 5 years experience in managing community supports and services for persons with developmental disabilities. They must have knowledge of the Medicaid waiver and DIDD requirements. They must have excellent communications skills and the ability to do self-directed work that enhances the goals/desire of SSMS. Must meet state and local requirements regarding criminal background check, sexual offender check, abuse registry, drug and felony offender listings. Must meet all training requirements and keep training current.

KNOWLEDGE, SKILLS & ABILITIES:

• Effective verbal and written communication skills
• Effective organizational skills, able to complete heavy workloads within established time frames, and perform with frequent interruptions and/or distractions
• Effective interpersonal skills, able to establish and maintain cooperative working relationships with others, ability to interact appropriately with others in various contexts and purposes
• Must be able to practice confidentiality in all matters pertaining to clients and employees
• Has effective time management in the office and in the field and adjust priorities quickly as circumstances dictate
• Can perform a variety of duties, often changing from one task to another, in a job that may require significant differences in technology, techniques, environmental factors, physical demands, or work situations.
• A working knowledge of community resources
• Keeps a professional appearance
• Able to follow instructions and work independently
• Have a thorough knowledge of computer software programs needed to complete job tasks
• Have a general knowledge of office machines. (Fax, Printers, Copiers, etc.)
• Understands protocol when working with individuals with developmental disabilities.
• Thorough knowledge of rules, regulations, policies, and procedures.
• Possess a high degree of leadership and a lead by example mindset, make appropriate job decisions following standard office policies and procedures, recognize an emergency situation and take appropriate action, think through the consequences of a decision prior to making it.

MEDICAL REQUIREMENTS:

Employee must also provide any medical records required to comply with regulations in force through any governing entity related to business operations and to meet policy and procedure requirements of Support Solutions.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. This position is full time and may require additional hours over 40 per week. She/he is expected to be available outside of normal office hours for necessary and urgent company matters.

Body Positioning: The employee is regularly required to stand and/or walk for prolonged periods of time. She/he may also be required to sit for short or long periods of time while completing other duties and responsibilities. There is also a requirement to be able to occasionally stoop, kneel, or crouch and to reach with the hands and arms. She/he must be able to drive/travel for short periods of time to attend meetings, trainings, or perform site visits or for longer trips that will require overnight stays to attend meetings and training workshops.

Body Movements: The employee must have a full range of body movements including the use of his/her hands to handle computers and other office equipment. The ability to bend the body, to reach for objects, and to crouch when needed are also required.

Body Senses: The employee must have command of all five senses: sight, hearing, touch, smell, and taste. Specific vision abilities required include close vision, distant vision, and depth perception. These vision requirements in each area must be sufficient to shift in focus from reading dossiers and operating office equipment. There is also a requirement to talk and listen for prolonged periods both on the telephone and face to face.

Strength: The employee must have the ability to occasionally lift up to 20 pounds.

LICENSES/CERTIFICATES:

• Valid Regular Driver License (CDL- if required for the position) in the State where employed.
• Valid automobile insurance (this must be maintained throughout employment.)