Support Manager for I/DD Clients

Support Manager Position: 

This position is expected to start Part-time, but move into Full-time within 3 to 6 months.

We are looking for someone caring, professional, and organized, prefer Spanish-speaking, with prior office experience.  This role involves managing documents, reports, and databases, communicating with clients/parents, employees, case managers, and the community. We are looking for someone flexible who can work within our team of Support Managers and be willing to assist with a variety of tasks as our agency grows and changes.  We are a pretty small team, so the ability to cross-train is essential. This position is mainly hybrid-remote, with the ability to travel to client homes within the Portland, OR area for regular meetings.  Spanish-speaking preferred but all candidates are encouraged to apply if interested. 

Job Objectives: 

Support: 

• Develop and maintain positive working relationships with an assigned group of clients, their families, and their caregivers (DSP’s). 

• Manage and assume ownership over the entire client lifecycle including: 

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  • Review and sign ISP documents for new clients and/or renewals for existing clients. 
  
  
  
  

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  • Initial client onboarding to include:  
  
  
  
  

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    • Meeting with the family to determine scope of needs for the client. 
    
    
    
    
  
  
  
  

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    • Discuss and assist with determining preferred schedule for hours of care  
    
    
    
    
  
  
  
  

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    • Gather specific information needed to write the Implementation Plans and Risk Protocols, etc.  
    
    
    
    
  
  
  
  

• Initial DSP onboarding which may include: 

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  • Participating in the meet & greet process with potential candidates for your clients 
  
  
  
  

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  • Training DSPs on Implementation plans and Risk protocols. 
  
  
  
  

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  • Assisting DSPs with learning and using our client-management software.  
  
  
  
  

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  • Manage the process of finding new DSPs for your clients when necessary.  
  
  
  
  

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  • Hold regular meetings with the client, family, and DSP to gather feedback and ensure expectations are being met.  
  
  
  
  

Reporting: 

• Ensure and assist assigned DSP’s with submitting required client Progress Notes for each shift. 

• Conduct required Quarterly Progress check-in meetings, used to create final reports to submit to client case managers monthly. 

• Monitor and manage the client database to ensure information is correct and up to date. 

• Monitor emails and texts daily and respond in a courteous and proactive manner.  

Documentation: 

• Write and develop required Implementation Plans & Risk Protocol documents for each assigned client.  Communicate with the client’s parents/guardians to ensure protocols are accurate and up to date.  

• Manage the Implementation Plan and Risk Protocol document lifecycle including updating the documents whenever parents/guardians notify of any changes, or at minimum, on a yearly basis.   

• Monitor expiration dates for ISP’s and SA’s and follow up with case managers. 

• Gather additional documents from parents or Case Managers such as: 

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  • Medication records for clients – used to create the eMAR. 
  
  
  
  

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  • Behavior support documentation (PBSP) 
  
  
  
  

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  • Nursing delegation training and documentation 
  
  
  
  

General Office Duties: 

• Maintain prompt communication with all Case Managers, DSP’s, Clients and/or Parents and Guardians via email, phone, and text. 

• Assist with responding to messages, emails or phone calls that are received after-hours or on weekends.  

• Assist with developing and/or maintaining various office-related policies, procedures, and protocols.  

• Communicate and collaborate with other Support Managers and be willing to provide coverage when needed. 

• Attend occasional in-person staff meetings or community events.  

• Perform additional support duties and responsibilities as assigned. 

Job Qualifications: 

• Prior office and/or clerical experience required. 

• An interest and desire to work within the intellectually and developmentally disabled community. 

• Knowledge and experience working in a highly government-regulated and compliance-focused industry preferred.  

• Self-directed and highly organized, with ability to work as a part of a team. 

• Strong problem-solving and critical thinking skills. 

• Ability to communicate in a professional manner, both written and verbal. 

• Ability to adhere to specific timelines and complete tasks ahead of deadlines. 

• Be comfortable using various technologies including Adobe, Microsoft Teams, Excel Spreadsheets, Microsoft Word, etc.  

• This position is hybrid-remote. Must have reliable transportation and a dedicated workspace with high-speed internet, quiet for making and answering phone calls, and must feel comfortable with setting up and managing company-provided computer equipment.  

Requirements: 

• Pass a criminal background check 

• Type 50-60 wpm 

• Comfortable using technology such as cell phones, computers, Google and Microsoft Suite.  

• Current Driver’s License and vehicle insurance (travel required) 

• Be willing to monitor and respond to messages/calls during off-hours.  

• Bilingual in Spanish preferred. 

Benefits: 

• Paid sick/vacation time and holiday pay 

• Medical, Dental, Vision Insurance 

• 401k benefits with company match (after 1 year) 

• Annual raises depending on performance 

• Free gym membership with MUV Fitness.