Client Services Manager - Critical Care Unit

Position Summary

Under the direction of the San Francisco Homecare Services Director, the Client Services Manager - Critical Care Unit is responsible for the oversight and clinical supervision of the Critical Care Case Managers including Masters level Social Workers. Critical care case management is an area of specialty practice in adult and aging services. It provides intervention for medically fragile and behaviorally challenged adults and elders requiring homecare services to continue living independently in the community. This position provides leadership to the Client Services division, working in close collaboration with the Service Delivery division to ensure services delivered to clients are of high quality and in compliance with Homebridge’s contract provisions, policies and procedures, and within the scope of the agency’s resources and mission.

Essential Job Functions

Supervision

  • Responsible for the clinical supervision, training, and evaluation of the Critical Care Case Managers
  • Facilitates regular meetings and group sessions to share information, solve problems and enable peer support
  • Provides backup coverage for clinical staff
  • Maintains appropriate staffing levels to provide services to referrals from the County.
  • Supervises Case Managers: ensures client outcomes by communicating job expectations, active supervision, ongoing monitoring of staff performance, and implementation of the agency’s performance management system.
  • Coaches, counsels, and develops professional growth opportunities for supervisees.
  • Provides leadership to Case Managers; ensures client and staff safety
  • Recruits, screens, interviews and recommends for hire applicants for critical care case management and support positions.
  • Orients and trains new employees.

Contract Compliance & Administration

  • Assists the San Francisco Homecare Services Director in establishing annual goals and objectives relevant to the needs of the programs
  • Formulates reports and makes recommendations to ensure overall program effectiveness through collecting and analyzing data
  • Monitors the Office on Aging Comprehensive Case Management contract
  • Ensures that services are provided and in compliance with all contractual requirements
  • Establishes and implements Quality Assurance mechanisms to measure and maintain high standards of care and programming, including regular chart reviews and peer review
  • In cooperation with Service Delivery Managers, ensures that contracted goals for hours authorized by County and requested by clients are scheduled and served
  • Develops and implements computer-based systems to manage client data and service outcomes
  • Tracks data related to contract compliance, client complaints, etc.

Service Delivery

  • Develops and implements policies, protocols, and systems ensuring smooth, high quality service delivery within the critical care unit
  • Comprehensively screens referred client intakes to determine appropriate level of care and supervision required; assigns Critical Case Managers and Schedulers, ensures that care is initiated within contractual time frames; monitors quality of care provided
  • Works collegially with County enabling collaboration regarding client’s needs for services, including increased hours, reduced hours and service terminations
  • Oversees assessment and Client Service Plan development; ensures Client Service Plans, hours of service and tasks to be performed are communicated clearly to the Schedulers and HCP Supervisors for Home Care Providers’ (HCP) implementation
  • Works closely with the Program Director and Managers to develop and implement program operations enhancements
  • Problem solves, mediates, and facilitates communication between all team members to foster a teamwork approach among administrative team members, HCPs and clients
  • Ensures that qualitative and quantitative goals of service delivery are met
  • Ensures service delivery is client-focused
  • Evaluates, approves and submits requests to County to adjust client hours for service delivery; tracks approvals

Other

  • Complies with Welfare & Institutions Code (W&I) section 15630(a) California law (mandated reporter requiring IHSS/DAAS and Homebridge employees to report known or suspected abuse of dependent adults or elders, immediately by telephone or as soon as practically possible, and by written report within two (2) working days (W&I) section 15630(b)
  • Assists the San Francisco Homecare Services Director in interactions with other agencies and service providers in the community to share information about services and resources available to County recipients and to help develop care-management strategies and service plans which enhance the delivery of County services
  • Attends internal and external meetings and case conferences
  • Facilitates new relationships and maintains existing relationships with other community-based organizations, IHSS, community resources and city/county agencies supporting our clients
  • Provide workshop training and other training experiences for program staff. Provides program support as needed on weekends and for special trainings during weekday evening hours

Knowledge, Skills, and Abilities

  • Is committed to the agency’s mission to delivery of high-quality services
  • Demonstrated ability to supervise intensive care management staff who work with adults with disabilities at risk of hospitalization, which present with complex medical conditions, mental health diagnoses, substance abuse, as well as physical rehabilitation needs
  • Is a sophisticated user of computer software and a quick learner of proprietary software
  • Demonstrates understanding of behavioral health services and behavioral health interventions
  • Proven ability to develop and implement effective programs and systems
  • Able to develop practical and innovative solutions to client and system-related problems
  • Proven performance management skills in coaching, motivating, and holding employees accountable
  • Excellent verbal and written communication skills
  • Ability to effectively manages conflicts
  • Skilled in time-management: able to manage day-today responsibilities along with urgent, time-sensitive needs
  • Able to multi-task, work under pressure, to prioritize, problem-solve and meet deadlines
  • Able to foster collaboration with all departments and maintain open communication channels
  • Acts with integrity
  • Demonstrates dependability and a positive attitude
  • Actively incorporates the ethical standards of the National Association of Social Workers in all aspects of interactions with others

Education and Experience

MSW or masters degree in the behavioral or social sciences from accredited college or university REQUIRED. Current California Clinical license (LCSW, LMFT, D.), with ability to supervise; LCSW preferred. Minimum 2 years supervisory experience in a social service setting; working directly with adults with disabilities and/or the frail elderly.

Work Environment

This position is primarily sedentary, working at a desk in a temperature controlled office, in modular office space or an individual office. The noise level in the work environment is usually moderate. Some travel: must be able to travel on foot, via public transportation or personal vehicle to all parts of San Francisco for performance of job duties. May occasionally be exposed to outside weather conditions while traveling to clients. Some exposure to physical risk. Some exposure to client apartments, rooms, homes and other venues so that services can be provided. May include contact with clients with mental health and/or personal hygiene issues.

Physical Demands

The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently require to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

How to Apply

Please send resume and thoughtful cover letter to jobs@homebridgeca.org with “Client Services Manager- CCU” as the subject. Applications without a cover letter will not be considered.

Homebridge is an equal opportunity, affirmative action employer committed to maintaining a non-discriminatory, diverse work environment.