Supportive Services Manager

TITLE: Supportive Services Manager

REPORTS TO: Program Services Director

FLSA STATUS: Exempt

CLASSIFICATION: Full-Time

POSITION PURPOSE

The Supportive Services Manager is a first-line supervisory position and serves as liaison between line staff and administration. The incumbent assumes responsibility for the day-to-day operations for the Case Managers and Engagement Specialists who provide client supportive services to assure housing stabilization to tenants at Westcliff and Key Terrace. Residents have behavioral health diagnoses, substance abuse, or co-occurring disorders and are provided with case management and other appropriate behavioral health and substance abuse supports. The Supervisor is the full-line of communication for after hour’s emergencies. Perform other duties as assigned.

SUMMARY

Under general supervision of the Program Services Director, provide ongoing intensive mental health, chemical dependency and trauma related interventions to formerly homeless persons with severe and persistent mental illness and/or substance abuse. Completes and maintains progress notes, service logs, and other pertinent documentation according to agency and regulatory service standards.

ESSENTIAL JOB FUNCTIONS

1. Establish and maintain a professional rapport with the population housed at Westcliff and Key Terrace; utilizing personal experiences with recovery to offer hope, encouragement and reassurance. Role modeling and providing support while maintaining appropriate boundaries.
2. Conduct assessments and interviews to determine eligibility for the program prior to program entry. Complete intakes and assessments at program entry.
3. Oversees an array of community based services that address the individualized mental health needs of persons who have a severe and persistent mental illness, chemical dependency and who were formerly homeless. Services include, but are not limited to, ongoing assessment of needs, coordination of services, linkage, symptom monitoring, advocacy, and skill development. Services may be provided face-to-face or by telephone.
4. Assists Case Managers with the coordination of the development of the individualized service plan (ISP) for each assigned client. ISP must be collaborative and include client’s own statement of need, a specific objective and measurable steps to achieve the objective.
5. Provides and/or ensures the provision of all necessary community support services as identified on the individual service plan.
6. Initiates appropriate action and crisis intervention with individuals/clients or situations through prompt utilization of community resources. Takes appropriate action to deal with emergencies and provide crisis intervention.
7. Ensures the engagement of clients by providing services in a trauma sensitive manner
8. Ensures compliance with productivity and documentation/record keeping standards as set by the agency in accordance with funding and accreditation requirements.
9. Promotes recovery and increases the client’s capacity to positively impact his/her own environment by assisting clients in the development of interpersonal and community coping skills, and self-management techniques.
10. Ensures that Case Managers provide assistance to clients in maintaining housing, entitlements and other basic resources, and establishes and maintains regular contact and follow-up requirements as specified in Housing Stabilization Plans/Service Plans.
11. Ensures that Case Managers and Engagement Specialist provide specialized and targeted interventions when clients are at risk of eviction
12. Advocates for participants so they can obtain services specified in their action plan.
13. Provides intervention in order to engage participants who do not follow through with appointments and case management.
14. Ensures that Case Managers participate in home visits with property management as appropriate for wellness checks and work orders.
15. Ensures that staff keep and maintain accurate and up to date client files. This includes data in HMIS and client’s physical file.
16. Participate in on site and off site trainings and meetings, as needed.

SUPERVISORY RESPONSIBILITIES

1. Monitors and approves sick and vacation leave to ensure office coverage. Completes probationary and annual performance evaluations on all team members and maintains responsibility for first-line disciplinary actions. Approves leave requests. Resolves complaints. Serves on interviewing committee to participate in hiring or promoting of staff. Provides training and orientation to new and promoted staff.
2. Participate in monthly meetings with Program Services Director.
3. Meets with Case Managers and Engagement Specialists regularly to assure tenants’ needs are being met including working toward goals stated in clients’ Individualized Service Plans.
4. Performs Case Management responsibilities as needed or in the absence of on-site Case Managers.
5. Provides relevant training and on-going training opportunities to Case Managers and Engagement Specialists.

Knowledge, Skills, Abilities and Personal Characteristics

1. Knowledge of agency policies, procedures, goals and objectives with a willingness to respect, understand and promote the mission, values and goals of the agency.
2. Knowledge of state and local rules, regulations and laws pertaining to the provision of agency services.
3. Knowledge of major mental disorders and of community resources for services to individuals with mental disorders.
4. Knowledge of the principles of social work and or counseling; first aid and CPR administration.
5. Ability to change conduct as a result of feedback from supervision.
6. Ability to effectively and professionally interact with professionals of many disciplines and with a variety of individuals from varying educational, ethnic, and socio-economic backgrounds.
7. Ability to prepare meaningful, concise and accurate documentation.
8. Ability to gather, collate, classify information about people, data and things.
9. Ability to work with and handle sensitive and confidential inquiries.
10. Ability to work effectively as part of a team and independently.
11. Creative and flexible problem solving skills.
12. Computer skills; database and spread sheet software capabilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preference is given to applicants that have personal experience with serious and persistent mental illness, substance abuse, homelessness, and/or veteran status. A completed education in Mental Health, Social Work, or another related area. Bachelor’s Degree preferred. A minimum of 2 years of previous experience in homeless outreach, housing service for formerly homeless people, or related area is required. Familiarity with state and local behavioral health service community is required. Employee must be willing to work odd and irregular hours. Employee must be capable of working with minimal supervision.

Certifications, Licenses, Registrations

Valid Ohio driver’s license with less than six points and proof of automobile insurance, adhering to the minimum requirements of Ohio’s Financial Responsibility Act.

OTHER QUALIFICATIONS

Where duties require the incumbent to provide transportation to the clients, possession of a valid operator’s license appropriate to the vehicle to be operated at time of appointment and maintained throughout employment. Must possess and drive a motorized vehicle. The employee must pass a criminal background inquiry and be able to work closely with law enforcement personnel.

Nature of work requires an ability to effectively communicate and exchange information, collect, compile and prepare work documents, operate standard business office equipment, with an ability to work effectively in a multi-tasking environment.

Work performed in a general office environment and in community settings without mechanical lifts. Hours of work may exceed normal business hours during peak periods. Full time, evening or weekend hours may be necessary to fulfill duties.

Travel will be required. Most travel will be local. Travel to trainings will be required, primarily in Ohio.

EMPLOYEE ACKNOWLEDGMENT

Miami Valley Housing Opportunities is an equal opportunity employer and affirmatively seeks diversity in its workforce. All interested and qualified parties are afforded equal opportunity with respect to employment, compensation, benefits, training, transfer, and promotion without discrimination, without regard to race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, marital status, sex, age, veteran status, sexual orientation, or any other category protected by law.

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Miami Valley Housing Opportunities. Since no position description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.