Job Description:

The Manager is responsible for the overall support of assigned office(s), program(s) and/or geographic region(s) of services. They will function as a member of the leadership team and participate in planning, implementing and leading assigned services. They will work with the Assistant/Regional Director, Vice Presidents, as well as the Executive Vice President to provide quality, personnel and fiscal management support within their designated service delivery area.

Essential Job Functions: 

Create and maintain an environment in which all clients, referral sources, stakeholders, and personnel are treated with dignity and respect.

Maintain necessary quality management practices to ensure all confidentiality, CARF, contractual and PFH best practice standards are adhered to during provision of services.

Provide supervision and support to influence team members’ productivity, provision of quality services and sense of urgency through:

Ensuring programs operate with a sense of urgency maintaining best practice time frames: 

15 days to complete Chafee intake

10 days to complete TLSS intake

Service plan complete within 1 week of program start date

Discovery/Exploration complete within 4 weeks

Job placement occurs within 90 days for placement services (120 days for ESP)

Monitoring all clients continuing in job development beyond 90 days to ensure a staffing is scheduled to identify ongoing service needs.

Monitoring outcomes for clients in job placement, ensuring services are meeting or exceeding:

75% placement rate

80% retention rate

Employment Specialists meeting placement expectations (3 a month ES, 2 a month ESP/SE)

Ensuring input from clients and referral sources regarding satisfaction with services is collected, analyzed and meets the following best practice outcomes:

Return rate: 35% clients, 40% referral sources

Satisfaction rating: Greater than 90%

Complete field observations of team members providing services.

Review written service documentation for quality, thoroughness and substantial service language.

Monitor job development contacts by reviewing job logs for frequency, quantity and adherence to identified vocational goals.

Complete quality management file reviews for each service supervised.

Monitor client “Profile” documentation, ensuring thorough completion and required updates.

Ensure all client information is entered into the database in a timely manner and programs are updated accurately throughout the duration of services.

Conduct ongoing reviews of referral and client outcome information.

Meet quality expectations of referral sources, as noted in partnering meetings.

Maintain contact with referral/funding sources to promote positive relationships and program growth.

Monitor the performance and productivity of each team member supervised and develop frequently reviewed performance goals for team members not meeting expectations.

Conduct annual performance evaluations of personnel supervised, identifying measurable goals and objectives for each team member supervised.

Provide and document timely orientation and on-going training of all team members.

Facilitate provision of all current policies, procedures and informational materials for team members. 

Oversee the acceptance of referrals and coordinate team member assignments.

Identify staffing pattern needs, making recommendations for and filling open positions.

Post job openings, screen applicants, hire personnel and create/maintain personnel records.

Oversee scheduling and leave requests.

Ensure all team members are aware of and adhere to Health & Safety policies and procedures. 

Complete required incident/accident reporting for events.

Inform team members of the Request for Change process, encourage its use and respond within required timeframes to all requests submitted.

Track and report the revenue and expense information for designated service areas.

Ensure appropriate billing and/or reimbursement documentation is created and entered into the associated database in a timely and accurate manner.

Monitor bank accounts, payroll, invoicing and bill paying for all services supervised.

Facilitate the research and solicitation of past due invoices, providing needed documentation and serving as a liaison with funding sources. 

Maintain a flow of referrals and services sufficient to ensure the fiscal viability of the office/services.

Provide direct services to consumers in any capacity needed, including carrying a caseload of persons served as designated.

Participate in networking, memberships and marketing activities throughout the local community, region and state to increase awareness and develop partnerships benefiting clients and services.

Demonstrate effective communication skills sufficient to present information, provide training and market services in an array of individual and group settings.

Attend meetings to serve as an advocate and liaison between clients, employers, family members, referral sources and community agencies. 

Participate in local, service line and organizational strategic planning.

Assist with identifying new sources of funding and expansion/enhancement of current services.

Knowledge, Skills, and Abilities:

The individual should possess strong customer service skills, have skilled computer knowledge (Word, Excel, internet platforms, other electronic media) and be able to communicate effectively and accurately in verbal and written form. 

The individual should have an understanding of supporting individuals with disabilities and/or barriers to employment, education, and/or independent living. 

Experience and Education Qualifications:

A high school diploma or equivalent certificate is required; an associate’s or bachelor's degree in an applicable field such as human resources or social services from an accredited institution is preferred. 

Two or more years of experience in a leadership role providing employment, personnel, social services or other applicable experience is preferred.

Supervisory Requirements:

As appropriate and designated by leadership, the Manager may supervise: Assistant Managers, Employment Specialists, Brain Injury Specialists/Supervisors, Youth Specialists, Vocational Support Specialists, Administrative Assistants and others as assigned.

Communicate the strategic direction of the organization and encourage participation by all associates.

Provide leadership and guidance to all aspects of services provided.

Take an active role in monitoring the identification, development, and execution of strategic objectives.

Involve, as appropriate, all associates in order to achieve goals.

Effectively communicate to associates any changes and news worthy events within the department or company to all associates. 

Handle difficult personnel situations directly, using appropriate discretion and Human Resource advice to show respect for the individual

Champion change and effectively manage the implementation of new ideas.

Reinforce team approach throughout functions; support and solicit input from team members at all levels with the company.

Employment Requirements:

Successful completion of background check including criminal record, driving record, abuse/neglect and fingerprint check.

Completion of New Hire Orientation at the beginning of employment.

All training requirements including Relias at the beginning of employment and annually thereafter.

Current driver’s license, acceptable driving record and current auto insurance.

Physical Requirements:

ADA Consideration - Sedentary work:  Exerting up to 10 pounds of force occasionally (exists up the 1/3 of the time) and/or a negligible amount of force frequently (exists 1/3 to 2/3 of the time) to lift, carry, push, or pull, or otherwise move objects, including the human body.  Repetitive movements of hands, fingers, and arms for typing and/or writing during work shift.

Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.  Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.

Firefly is a Smoke and Tobacco Free Workplace.