Senior Service Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee and facilitate activities related to program performance and quality enhancement.

• Act as the primary contact for Senior Services, AWC, and HCS programs within the CRR framework.

• Manage and supervise daily service provision and program operations at Home Care Services and the Adult Wellness Center.

• Organize and supervise the intake, case transfer, assignment, and service provision processes.

• Ensure participant, private-pay participant, and personnel files are accurate and current.

• Assist with IDOA/MCO billing processes, including private pay transactions.

• Track service utilization, staffing coverage, service assignments, supervisory visits, and documentation.

• Collaborate with program staff to address participant-related issues and facilitate problem-solving.

• Provide regular updates, raise concerns, and offer efficiency or quality improvement suggestions to the Director.

• Plan, create, organize, implement, and oversee performance and quality enhancement activities.

• Manage quarterly internal case record assessments and support PQI initiatives.

• Gather, maintain, oversee, and analyze data related to participant service delivery, operations, statistics, and programs.

• Identify gaps in service delivery and propose improvement strategies.

• Assist in compiling quarterly and year-end dashboards, PQI reports, statistical reports, outcome reports, participant surveys, and satisfaction assessments.

• Analyze trends and innovations in HCS and ADS sectors and provide recommendations.

• Support communication and engagement activities with stakeholders.

• Report incidents in accordance with agency and IDOA protocols.

• Directly supervise, train, and consult with three HCS Senior Supervisors.

• Offer support and supervision to HCS Supervisors and other senior services personnel as needed.

• Facilitate orientation and onboarding training for newly hired staff.

• Conduct regular supervision and maintain detailed supervisory records.

• Ensure timely completion of probationary and annual performance evaluations.

• Participate in staff hiring interviews and provide feedback to the Director.

• Engage in staff meetings and professional development training sessions.

• Promote positive, collaborative, and respectful working relationships.

• Submit personal timesheets and ensure adherence to agency and funder regulations.

• Operate under the direction of the Senior Services Director while exercising independent judgment in daily operations.

⛳️ Requirements

• Bachelor’s degree in Social Work, health or human services, or a related field from an accredited institution.

• Prior experience in in-home care services and working with older adult populations is strongly preferred.

• Previous supervisory and/or program management experience is preferred.

• Successful completion of CCP management training as provided by IDOA or its designated representative when required.

• Bilingual proficiency in Spanish and English is required.

• Computer literacy is essential.

• Proficient in Microsoft Office applications, including Outlook, Word, Publisher, and Excel.

• College-level math skills are necessary.

• Ability to accurately prepare and analyze fiscal and statistical reports.

• Capable of working independently as well as collaboratively.

• Must cultivate and maintain positive and professional relationships with both internal and external stakeholders.

• Must exhibit tact, professional demeanor, diplomacy, effective communication, relational, supervisory, time management, organizational, and attention-to-detail skills.

• Personal cellphone is required, with the ability to respond during both working and non-working hours.

• Must be able to lift and carry up to 25 lbs.

• Subject to drug and alcohol screening, as well as aptitude and skills testing.

• Sensitivity to cultural diversity is required.

🏝️ Benefits

• Eligible for remote work opportunities.

• Personal cellphone reimbursement in accordance with Casa Central’s Personal Cellphone Usage Policy.

• Flexible work arrangement policy.

• Reasonable accommodations available for individuals with disabilities.

• At-will employment status.