Supervisor Personal Care Management Referral and Consumer Support - Tempus Unlimited : Job Details

Position Title: Supervisor Personal Care Management Referral and Consumer SupportLocation: Tempus Corporate Headquarters, 600 Technology Center Drive, Stoughton, Massachusetts, United States of AmericaRequisition Number: Req #162Description: Tempus Unlimited, Inc. is a nonprofit organization that provides community-based services to empower children and adults with disabilities to live as independently as possible in the least restrictive environment. The agency, through its programs and services, encourages the inclusion of people with disabilities into the mainstream of society, including social, recreational, family and work activities. The PCM Referral and Consumer Support Supervisor position works in the Personal Care Management Referral and Consumer Support Team within Community Services. The program provides Personal Care Attendant program screening for eligibility support, training and coaching Personal Care Management Consumers, and those involved, who are calling in with questions, Personal Care Management Surrogates or administrative proxies. Responsible for supervising all activities and personnel associated with performing tasks and work processes assigned to the group. Actively participate as a member of the department team and the larger organization in support of business objectives. Essential DutiesStaffTrain and develop team through challenging assignments- Maintain Handbook on Incoming Call ProceduresMaintain Handbook on PCM Referrals best practices, and tips, including duplicative services knowledge.PCM regulations, PCM Operating standards, PCM Contract are source documents for all operations.Cross-train and build redundant capabilities within teamSupervise daily activities to ensure group and individual productivity. Establish best practices and standard operating procedure drafts for any process improvement.Create yearly performance reviews with informal quarterly feedback OperationsOversee phone system for PCM referrals and PCM operations, and provide reports of staff/program outcomes.Oversee PCM referrals from other sources, and insure good quality in entry and processing to initial contact to Skills Trainer assignment.Manage staff and workload to complete work in timely and accurate mannerDevelop, measure, and report meaningful key metrics: PCM Referrals, Initial Contact and Transfer to Voice Mail tracking for quality in notes and follow up occurs.Establish group targets and strategy for achieving targets. PCM Referral to Initial Contact is 3 days. Call back from Transfer to Voice Mail is 3 days.Identify, design, and implement process improvementsUse technology to reduce manual effort and resulting rework. Offer input to Zuke for efficiencies.Support other team functions as necessaryCommunicationCoordinate with other programs as needed to benefit the consumer experience.Lead team meetingsLiaise with other departments as necessaryServe as point of escalation for external contactsEncourage and provide free flow of bi-directional communicationsOtherSupport overall mission and objectives of Tempus UnlimitedMust report all suspected incidents of consumer sexual abuse, physical abuse and neglect to the Disabled Person Protection Commission (D.P.P.C.).Perform other duties as assigned by PCM Program Manager, or PCM Program Director.CompetenciesAbility to supervise and direct staffExcellent organizational skillsAttention to accuracy and detailStrong interpersonal skills - telephone skillsExcellent oral and written communicationGood computer and analytical skillsInnovative thinkingAbility to maintain confidentialityPerform all other duties as may be required.Required ExperiencePersonal Care Attendant program intake, consumer support, skills training or other direct PCA program consumer services. EducationBachelor's degree in Human Services or related fieldWork EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and/or hear. The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms. TravelTravel is required for this position. Must have a valid driver's license and reliable transportation. Other DutiesNote this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. BenefitsTempus Unlimited offers great benefits that foster a happy fulfilling human work experience. We also have an array of growth opportunities for our employees to develop your career and enhance your experience.Sign on bonusReferral bonusWork/Life Balance - flexible work schedulesPaid time off - 25 days per year for full time staff14 paid HolidaysTempus Wellness - Medical, Dental, Dependent Care Reimbursement, FSA and HSABasic Life, Short Term and Long Term DisabilityOn-site gym (Stoughton Location) and wellness initiativesAnnual Reviews with merit based increasesEmployee Recognition ProgramFinancial Wellness - 403(b) Retirement Plan with matchingContinuing Education, Training and Advancement opportunitiesWork Authorization/Security ClearanceAll offers of employment made by Tempus Unlimited are contingent upon satisfactory background check results. Pre-employment background checks will be conducted on all candidates that are offered a position at the agency in compliance with program policy as well as state and federal regulations. From time to time, these checks may be conducted on current employees to ensure compliance with all state and federal regulations and contracts.EEO StatementEqual Employment Opportunity is a fundamental principle at Tempus Unlimited, Inc. where employment from recruiting through the end of employment is based upon professional capabilities and qualifications without discrimination because of race, color, religion, sex, age, sexual orientation, veteran status, national origin, disability or any other characteristic as established by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Job Family: SupervisorJob Function: SupervisoryPI492213e04efc-25660-#######3