Assistant Director of Program Supports, Community Services

Description

Summary

The Assistant Director of Program Supports manages the Program Supports team within Community Services, which provides intake, staffing coordination, onboarding, documentation, administrative, specialist consultation, training, and technology support for CES Waiver Services and related Community Services programs. The position directs the team’s staff, sets its priorities and procedures, and is accountable for its performance.

Responsibility for direct service operations remains with program directors, assistant program directors, and managers. This position manages the support functions that serve those programs.

Essential Duties and Responsibilities

Management of the Program Supports Team

• Manages the Program Supports team, including administrative assistants, intake specialists, staffing coordinators, consultative specialists, program trainer, and technology support staff.

• Sets team priorities, plans and assigns work, and holds staff accountable for accurate and timely completion.

• Monitors workflow across the team, identifies gaps, delays, and barriers, and directs corrective action.

• Develops, implements, and enforces procedures for the team’s functions.

• Maintains continuity of team operations during absences, vacancies, and periods of increased demand by reassigning work and adjusting staffing.

Intake, Staffing, and Onboarding

• Directs intake workflows, including referral review, documentation collection, and enrollment coordination.

• Directs staffing coordination for Direct Support Professionals and other direct service positions, working with program managers and HR.

• Ensures required onboarding documentation, training, certifications, and program orientation are completed.

• Monitors intake, staffing, and onboarding metrics and implements improvements to timeliness and accountability.

Documentation, Compliance, and Quality

• Ensures the team’s documentation, including client files, employee records, training records, and payroll support records, meets organizational, regulatory, payer, and accreditation requirements.

• Ensures Health Maintenance Activity Plans and Behavior Support Plans are developed, updated, and implemented on time across programs, in coordination with program managers.

• Leads the team’s preparation for audits and internal and external reviews, and implements corrective action for the team’s functions.

• Leads continuous quality improvement for the team by analyzing trends, monitoring compliance outcomes, and implementing corrective actions.

Coordination, Systems, and Leadership

• Serves as the team’s point of contact with program managers, directors, nursing, behavioral services, HR, payroll, finance, and other departments, and resolves cross-functional operational barriers.

• Leads implementation and improvement of the systems the team uses, including Microsoft 365 tools and program-specific platforms.

• Leads special projects, pilot workflows, and program expansion efforts affecting program supports.

• Participates in Community Services leadership and planning meetings and implements program support goals, priorities, and strategic initiatives.

• Serves as the Senior Director’s designee for program support matters when directed.

• Performs other duties as assigned within the scope of the position.

Compliance / HIPAA

While performing the duties of this job, the employee will comply with all federal, state, and local laws and regulations pertaining to Easterseals Arkansas. The employee may have access to protected health information and confidential employee or program information within the scope of assigned responsibilities. The employee will not attempt to access protected health information or confidential information unless necessary for assigned job duties or otherwise approved by a supervisor or Privacy Officer.

Supervisory Responsibilities

Directly supervises the Program Supports team, which consists of at least two full-time employees or their equivalent. Makes hiring, termination, promotion, and other employment status recommendations that are given particular weight; completes performance evaluations and administers coaching and corrective action; trains staff; plans, assigns, and directs work; and resolves employee concerns. Supervision of nursing and behavioral consultation staff is administrative; clinical direction of that staff is provided by appropriately licensed professionals as required by Arkansas nursing law and CES Waiver standards.

Qualifications

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

Education and/or Experience

• High school diploma or equivalent required.

• Bachelor’s degree in human services, social work, psychology, business administration, public administration, healthcare administration, special education, or a related field preferred.

• Three to five years of experience in disability services, Medicaid waiver services, human services administration, healthcare operations, nonprofit program management, or a closely related field preferred.

• At least two years of supervisory experience required.

Core Competencies

• Service Excellence

• Strong leadership, coaching, supervision, and team-development skills.

• Strong organizational skills and ability to manage multiple priorities, deadlines, and workflows.

• Excellent written and verbal communication skills.

• Working knowledge of Medicaid waiver services, HCBS principles, documentation standards, and confidentiality requirements.

• Proficiency with Microsoft 365 and program-specific platforms.

Certificates, Licenses, and Registrations

• High School Diploma

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, stand, walk, use hands to handle or feel, reach with hands and arms, and talk or hear. The employee may occasionally lift and/or move light to moderate weight as needed for office or program-related tasks. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is primarily performed in an office, administrative, program, or community-based setting, with use of telephone, computer, video conferencing, and program-specific systems. The noise level in the work environment is usually moderate. Occasional local travel to Easterseals Arkansas office and community locations may be required. An employee who drives on Easterseals Arkansas business must maintain a valid driver’s license, required automobile insurance, and a driving record acceptable under Easterseals Arkansas policy. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Easterseals Arkansas has designated this position as a “non-safety sensitive” position under the Arkansas Medical Marijuana Amendment.