As a Program Manager you make a genuine difference in the lives of the Individuals we serve. This position of direct leadership advances the personal independence, dignity, and growth of the individuals we serve, and the staff you support.
Key Responsibilities of Program Managers
Program Managers play a dual role in leadership. The first role is agency wide case management for the individuals served in their cluster.
Providing continuous support, mentoring and training to Site Supervisors is this position’s second leadership focus. Working with Site Supervisors to plan and implement the most appropriate services for the individuals we serve is a key component of this role.
Case Management Role
Program Managers are the point of contact for all other service providers. They collaborate with the Individuals we serve, the individual’s Case Manager, MCOs, Guardians, natural supports, and other service providers. This collaboration helps to identify and clarify the services we provide and any outside resources that may be needed to support the growth, personal independence, and dignity of the individuals we serve.
Program Managers oversee and implement the individual’s plan of care and write the agency Individual Service Plan (ISP) that supports the goals and desires of the individuals we serve.
Program Managers conduct annual and/or quarterly reviews with the care team that are reevaluations of the supports provided while advocating for adjustments needed to the Person-Centered Service Plan (PCSP) to continue to meet the needs of the individual. During these reviews, Program Managers collaborate with the individual and their care team to review and evaluate any rights restrictions in place or in need of implementation.
Program Managers communicate the individual’s ISP, rights restrictions, and any adjustments to the ISP to other program areas to promote consistent service supports that will promote the independence, dignity and growth of the individuals we serve.
Program Managers conduct individual file audits, at least annually, to assure all information needed is included in the individual’s file and have that file up-to-date and available for evaluation by outside stakeholders.
Program Managers collaborate with other Program Managers and the Director to evaluate program success, identify barriers to success and promote solutions to improve the services we provide to the individuals we serve. Understanding that success and levels of achievement look different for each of the individuals we serve, the ultimate goal is to promote the highest levels of personal independence, sense of dignity and personal growth possible for each of the individuals we serve.
Leadership Role
Program Managers oversee the operation of the sites in their cluster.
Program Managers act as a coach and mentor to Site Supervisors through training, individual consultation and modeling desired outcomes. They provide constructive feedback through regular meetings and staff evaluations. Program Managers work with Site Supervisors to address any house concerns, scheduling concerns or other barriers to their success or the success of the individuals we serve. Program Managers assist the Site Supervisor in creating a “play book” for the site that includes: site specific shift duties and responsibilities, access information for technology and the med cabinet, and important contact information including who to call and when.
Program Managers work closely with Site Supervisor to plan and coordinate services for the individuals we serve. They provide information that may affect the operations of their sites. This may include information concerning personal or group safety, special needs, social history or known traumas.
The Program Managers’ Director is their go-to for periodic updates, questions, support, and additional training.
Program Managers work closely with Site Supervisor to assist with staff schedules as needed. They review staff schedules to ensure the individuals we serve have the supports required for safety and success. They coach Site Supervisors on ways to improve scheduling to meet the needs of the individuals. This will require the Site Supervisor to work direct care shifts as needed.
Program Manager monitor medication management for their site(s). They coach and confirm that the Site Supervisor is meeting the expectation of these tasks, including: communication with pharmacies, picking up medications, correctly entering the medication in the eMARs , organization and monitoring of the medication cabinet(s) (including appropriate counting and reporting of Schedule II drugs), and the expectation of reporting any errors to them.
Program Managers, oversee the Site Supervisor as they set appointments and arrange transportation for the individuals we serve. They monitor doctors’, dental, vision and specialist appointments and verify these appointments have been entered into Therap to provide an additional avenue of communication to other programs.
Program Managers assist Site Supervisor with the monitoring of safety supports and providing oversight and direction when needed.
One of the most important responsibilities of a Program Manager is effective communication.
Program Managers interact with the individuals we serve, DSPs, and Site Supervisors frequently, as well as their peers and Management team. Professional solutions-focused communication is required in this role.
Listening and appropriately responding to the concerns of both the individuals we serve and the staff is crucial in supporting personal advocacy and development. Program managers maintain professional boundaries as they perform the role of mentor to their staff and the individuals we serve.
Program Managers are responsible for oversight of the assurance that shift documentation is complete and accurate. They communicate to Site Supervisors the requirements for compliance and collaborate on the identification of barriers to completion and solutions to ensure compliance. Oversight of documentation is a core responsibility of this role to maintain compliance with state and federal regulations.
