Respite Services Supervisor
Position Scope:
An exempt position, under the general direction of the Operations Manager or their designee, will perform a variety of duties assigned to providing oversight for client verifications, intakes, home visitations, and record management. Subsequently, this position will resolve escalated customer service issues, streamline operational processes, maintain departmental integrity, maximize departmental output, and other duties as assigned.
Essential Duties:
1. Supervise and direct the intake coordinator(s) and provide guidance and coaching for the Respite Services Department.
2. Responsible for analyzing the needs of the department; forecast needs for internal staffing; suggest plan of action to maximize departmental output.
3. Act as a point of contact for all escalated customer service issues.
4. Understands the agency’s scope of service and review the appropriateness of all referrals.
5. Work with the leadership team to streamline operational processes; maintain departmental integrity.
6. Accurately report data measures to reflect the department’s operations within the allotted time.
7. Provide oversight for all intake verification; maintain accurate supervision records.
8. Maintain ongoing communication (verbal and written) with intake coordinators, case workers, consumers, the regional center, human resources, and other departments to ensure that communication is effective and changes in cases are processed in a timely manner.
9. Provide oversight in maintaining consumer files for all respite programs assuring that all contracts are current, consumer evaluation packets are updated on an annual basis and other required documents (i.e. CDER, IPP, etc.) have been completed and signed by the appropriate parties.
10. Oversee that all data pertaining to new and/or amended contracts, terminations and inactive consumers have been accurately entered according to company policy, and within the allotted time.
11. Support Intake Coordinators in entering all consumer compliance documents, increases/decreases in hours, share of cost letters, and emergency hours (consumer paperwork) into appropriate respite system for the assigned respite programs in a timely and accurate manner.
12. Monitor and update prospective/new consumer data into the appropriate respite system for all respite programs.
13. Oversee the verification of all consumer authorizations; maintain consumer prospect list.
14. Responsible for implementing a system to ensure that home visitations and home evaluations are conducted in a timely manner.
15. Will accurately run, complete, and maintain the monthly required reporting; report changes and update the required reporting based on the needs of the department.
16. Responsible for implementing processes for utilization analysis and informing consumer families of contracted hours available.
17. Assist with periodically analyzing consumer surveys to ensure desired outcomes are being met; may conduct follow-up calls to consumers to discuss their needs, problems, etc.
18. Will schedule and organize booths for vendor fairs for the respite services department.
19. Train new and existing employees on respite services processes; assure that employees have maintained mandatory training requirements.
20. Maintain and oversee ongoing communication (verbal and written) with the accounting department, human resources department, consumers, regional center, and external/internal business partners.
21. Communicate regularly with Operations Manager and Intake Coordinators to assure expectations are met.
22. Evaluate respite services reporting systems and respite services procedures and make recommendations for changes to procedures, operating systems, and other respite services control functions.
23. Periodically review and audit respite services policies and job descriptions for accuracy and functionality.
24. Responsible for carrying out current laws, regulations, and contract requirements.
25. Resolve problems and questions regarding work methods and evaluate the performance of the work unit.
26. Articulate messages to influence performance and efficiency (intradepartmental and interdepartmental).
27. Ability to function appropriately within all services-related company platforms; maintain the integrity of the data entered in all services-related company platforms.
28. Continuously strive to provide excellent customer service, interpersonal communication and serve as a source of accurate information.
Supervisory Requirements:
1. Supervise and maintain qualified staff in the Respite Services Department.
2. Clearly communicate corporate expectations of performance and accountability.
3. Determines and assesses standards of performance as a basis for annual performance reviews.
4. Develops and communicates concise, evident, achievable, and timely performance outcomes.
5. Recommends salary adjustments, transfers, promotions, discipline, and dismissals in a timely manner.
6. Ensures that employees receive the appropriate training and are provided the necessary tools to succeed.
7. Fosters a cooperative and harmonious working environment to maximize employee morale and productivity.
Secondary Duties:
1. Assist in other administrative areas of the organization when needed.
2. Assist with quarterly respite care provider meetings.
3. Periodically, may attend quarterly vendor meetings.
4. Attend all mandatory meetings in a timely manner.
Education, Experience, and Skills Required:
1. High school diploma or equivalent (GED) plus a Bachelor’s Degree (2 years of experience may be substituted for 1 year of post-secondary education).
2. Ability to read, write and communicate effectively in English and Spanish (Bilingual preferred).
3. Ability to type 30 wpm and do basic business arithmetic.
4. 2-3 years of supervisory experience preferred.
5. Knowledge and practical experience in developmental services.
6. Excellent organizational, time-management, and problem-solving skills.
7. High attention to detail, and strong affinity for customer service.
8. Practical application of MS Excel, MS Outlook, MS PowerPoint, and MS Word, and MS Teams for Windows required.
9. Practical application of HelloSign and/or DocuSign and other cloud-based e-signature solutions/digital platforms.
10. Ability to use standard office machines such as a personal computer, calculator, copier, fax machine, telephone, etc.
11. Ability to utilize video and audio conferencing and online chat-based platforms such as Zoom.
12. Valid California Driver’s License.