Client Services Manager

POSITION TITLE: Client Services Manager

DIVISION: Adults

SALARY RANGE: $3,888.13 - $5,744.54 Biweekly; $101,091.38 - $149,358.04 Annual

REPORTS TO: Associate Director of Client Services, Adults

LOCATION: San Leandro

[x]Regular [x]Full-Time [ ]Temporary [ ]Part-time

The Regional Center of the East Bay (RCEB) is one of 21 Regional Centers that are community-based, private non-profit corporations under contract with the California Department of Developmental Services. RCEB provides intake, assessment, diagnosis, and coordinates community-based services for over 25,000 children and adults with developmental disabilities in Alameda and Contra Costa counties.

RCEB envisions a future where persons with developmental disabilities are truly a part of the community. Persons with developmental disabilities receive supports and services they need to succeed. The supports and services change as the need changes.

In our dream, children with developmental disabilities live with families in typical communities. Many choose to attend their neighborhood schools and play with neighborhood friends. Adults with developmental disabilities live in the residence of their choice – with family members, with friends, or with their spouse / significant other. They engage in activities of their choice – work, volunteering, education, training, or leisure. They have meaningful relationships with friends and coworkers and are seen as valuable, contributing members of their communities.

POSITION SUMMARY:

As a member of the Regional Center organizational management team, this position serves as a key member of the Client Services leadership team, reporting to the Associate Director of Client Services, and providing direction, expertise, and oversight to ensure high-quality case management services for individuals and families served. The Client Services Manager is an exempt position responsible for recommending and executing strategic objectives and implementing plans and directives set forth by organizational leadership. This role will be responsible for operational planning and developing objectives for case management supervisors, providing recommendations to organizational leadership with respect to the RCEB strategic plan, and contribute to the development of policies and procedures related to case management.

DUTIES AND RESPONSIBILITIES:

1. Management through the development and implementation of case management programs and initiatives.
2. Monitor program effectiveness, lead program development, and make data-driven adjustments.
3. Monitor, review, and track work performance and compliance with all regulatory and agency requirements.
4. Ensure compliance with state-issued directives and rely on best practices in implementation of the requirements.
5. Perform critical supervisory duties of the Case Management Supervisor in his/her absence, limited to essential operational needs.
6. Provide the expertise, support, leadership and training needed for staff to maintain high quality services to individuals served and their families.
7. Identify areas for improvement in case management processes and guide supervisors in implementing corrective actions, streamlined systems, and improved workflows.
8. Provide administrative and clinical consultation on individual cases as necessary.
9. Lead, mentor, and develop supervisors to strengthen their leadership capacity, decision‑making, and staff development skills under the leadership of the Associate Director
10. Provide guidance and administrative support on complex, or escalated cases.
11. Initiate developing resources and tools to provide general information regarding regional center services to key stakeholders, including individuals served.
12. Monitor, review, and track work performance and compliance with all regulatory and agency requirements, (IFSPs, IPPs, Annuals, Quarterlies, Medicaid Waiver, case transfers/closures, and documentation standards)
13. In collaboration with the Training Division, develop and provide in-service training and orientation to staff as assigned.
14. Respond to inquiries from the community and service providers and provide assistance as appropriate.
15. Manage Case Management Supervisors in disciplinary matters including progressive discipline, coaching plans, and performance improvement processes for staff, ensuring consistency and adherence to agency standards.
16. Act as Division liaison for Federal programs and serve in a lead role for Agency audits.
17. Perform other related duties as assigned.

EXPERIENCE AND CAPABILITIES:

1. Demonstrated extensive knowledge and understanding of the principles, techniques and standards of social work and case management practice.
2. Demonstrated leadership qualities and management skills including, but not limited to:
   • ability to select, supervise and evaluate the performance of others;
   • ability to interpret and apply a variety of legal requirements and policy standards;
   • ability to speak effectively and to prepare clear and concise written reports;
   • Strong analytical and problem-solving skills; and
   • Excellent interpersonal skills.
3. Demonstrated knowledge and understanding of Person-Centered Thinking and Planning principles, and the requirements and protections of the Lanterman Act, preferred.
4. Ability to effectively pivot during times of change and handle risk and uncertainty while promoting the Agency’s mission and values.
5. Ability to organize, establish, and maintain cooperative relationships with community groups and other public and private agencies.
6. Strong organizational skills and ability to prioritize multiple projects effectively.

MINIMUIM QUALIFICATIONS:
1. Master's degree in human services or related field preferred. Bachelor's degree in human services or related field accepted.
2. Minimum 4 years Regional Center experience, preferably in case management.
3. Three years supervisory experience required; five years preferred.
4. A valid CA driver’s license, automobile and current auto insurance required.
5. Proficiency in Microsoft Office Suite, and other technological platforms used
throughout the Agency.

PHYSICAL REQUIREMENTS:

The physical requirements described below are representative of those necessary to perform the essential functions of this position, with or without reasonable accommodation.

1. Primarily sedentary office work: typing, data analysis, standard mobility.
2. Regular lifting of up to 10 lbs.; occasional up to 20 lbs.
3. Requires ability for near/far vision, communication, and fine motor tasks.
4. Ability to travel between RCEB offices, event locations, provider sites, and other community settings, as required.

WORK ENVIRONMENT:

1. Work is generally performed in an office environment with moderate noise.
2. The position may occasionally involve interaction with individuals experiencing distress.

BENEFITS:

At the Regional Center of the Easy Bay, we offer a full spectrum of competitive benefits including:

• 3 weeks paid vacation + 12 sick days
• 14 paid holidays + 3 floating holidays
• Multiple options for medical care (including Kaiser at 100% employer paid for employee)
• Dental and vision plans
• CalPERs Retirement (pension)
• Student Loan Forgiveness*
• Flex schedule, if applicable
• Work at Home schedules, if applicable
• Employee Assistance Program, including mental health care

*The Public Service Loan Forgiveness program is a federal program that forgives student loan debt for nonprofit employees after 120 qualifying payments. Employees who work at least 30 hours per week for a governmental, 501(c)(3) nonprofit, or other qualifying nonprofit organization may apply to have the balance of their student loans forgiven (tax free) after making 120 monthly payments.

Regional Center of the East Bay (RCEB) does not discriminate against job applicants on account of race, color, creed or religion, national origin including language use restrictions, sex, gender, gender identity or expression, age, sexual orientation, marital status, physical or mental disability, medical condition or HIV/AIDS status, political affiliation, military or veteran status, genetic characteristics, or ancestry.