MAJOR RESPONSIBILITIES:

Daily Operations
Provides management of the day-to-day operations of the ADRC Services Unit. Includes: supervision and evaluation and interviewing of unit staff; oversees administration of office functions; instructs and trains employees in routine practices and procedures and monitors work in progress and completion; ensures compliance with applicable standards and guidelines.
Provides the initial and ongoing training, support, coaching, mentoring and feedback for skill development of: Time and Task Reporting, Caregiver programs, Community Resources, Long Term Care Functional Screen, Options Counseling, Long Term Care Enrollment and Disenrollment Counseling. Assists with orientation of new ADRC Specialist staff as well as provide other agency staff orientation.
Assures unit coverage daily that includes scheduling staff. Tracks PTO requests for unit staff, collects and monitors unit time cards, participates in the quality assurance activities of 100% Time reporting. Completes random quality checks on MA claiming and timecards to assure accuracy.
Works collaboratively to build and manage tools and processes that create greater efficiency and effectiveness for the ADRC Services Unit and customers served.
Works collaboratively with internal and external community partners in order to advocate for customer needs to assure services are delivered and aim to reduce service gaps.
Promotes team building and positive staff relationships.
Provides back-up support in ADRC Services Unit as needed.

Quality Assurance
Provides ongoing quality assurance to maintain consistency and quality through the review of documentation, call listening, observation in the home and office settings, and completion of feedback tools as a component of a comprehensive quality assurance plan.
Serves as the LTCFS liaison/back-up liaison with WI Department of Health Services on LTCFS quality, activity, training and technical issues. Monitors screener’s ongoing performance to ensure LTCFS certification, accuracy, quality and consistency. Assures Functional Screen policies and procedures are followed to ensure the quality of functional screens consistent with the ADRC contract requirements.
Serves as the subject matter expert for Options Counseling to ensure quality need identification, welcome, discovery, decision support, action planning, and follow up occurs.
Work to identify concerns and assists with any coaching or performance improvement plans created.
Act as liaison between all units, problem solves with internal and external unit staff while assigning, monitoring and consulting on referrals with unit staff.
Supports and maintains ongoing process improvement and quality assurance activities under the direction of the ADRC Services Manager and Quality and Reporting Specialist.
Participates in Unit and Agency goal setting and Futuring related to the long path of the ADRC.
Assure that the Agency contract requirements are met for I & A, Options Counseling, and Enrollment Counseling functions.

Documentation/Reporting
Completes and maintains appropriate and timely documentation on customers in the customer records and databases.
If required, completes, and maintains required agency documentation for 100% Time Reporting purposes.

Outreach and Community Collaboration
Participates on special task forces, internal and community committees, in order to assist in the coordination of programs and services.
Provides outreach activities in the form of booths and/or public speaking engagements for educational purposes on the ADRC and aging and disability services in the community.
Represents ADRC of Brown County to the community at large through professional interaction, public speaking, media presentations, and participation in community advisory groups as requested.

Professional Growth and Development
Attends and participates in staff development programs, including in-service trainings, staff meetings, and professional seminars including certification requirements in I & A, Options Counseling, and Adult Long Term Care Functional Screen (LTCFS).
Comply with applicable federal and state laws, administrative rules, established agency procedures and accepted professional standards.
Has a “Duty to Report” during a community emergency/disaster according to the ADRC Emergency Preparedness Plan.

MINIMUM QUALIFICATIONS REQUIRED:

Education and Experience:
• Bachelor’s Degree from an accredited college or university in human services or related field.
• In addition, two years’ experience in human services or social services, or any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

Licenses and Certifications:
• Valid State of Wisconsin driver’s license and a satisfactory motor vehicle record.
• Functional Screen Certification within 6 months of hire.
• Options Counseling Certification within 6 months of hire.
• If required, become AIRS Certified within first year of hire.

Knowledge, Skills & Abilities

KNOWLEDGE, SKILLS, ABILITIES
Knowledge of and demonstrated compliance with professional ethics and boundaries standards and codes of conduct.
Knowledge of standards and principles of Information & Assistance, Options Counseling, Enrollment Counseling and community resources and referral procedures.
Knowledge of assessment and care management techniques.
Knowledge of planning, organizing and problem-solving strategies.
Knowledge of personnel management and policies.
Knowledge of process improvement strategies such as LEAN or NIATx
Knowledge of public service agencies, laws and regulations governing or affecting aging and disability target population, family caregivers and community services.
Knowledge of HIPAA, privacy, and confidentiality standards of practice.
Ability to relate to older people, people with disabilities and caregivers, and assess their needs.
Ability to deal tactfully with difficult situations.
Ability to be detailed, organized while still being flexible.
Ability to multi-task competing requests and projects
Ability to communicate effectively, both orally and in writing including the ability to communicate effectively to a variety of types of persons, both individually and in groups.
Ability to proficiently use a computer and related office equipment; demonstrating familiarity with required software and data base programs.
Ability to establish priorities for service intervention.
Ability to be decisive and to make sound decisions under the pressure of crisis or emergency situations.
Ability to participate in a work setting as a team player.

PHYSICAL DEMANDS:
Lifting 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds.
Extended periods of sitting; intermittent standing, walking and driving.
Using hand(s) for single grasping, fine manipulation, pushing and pulling, and operating controls.
Occasional bending, twisting, squatting, climbing, reaching and grappling.
Communicating orally in a clear manner.
Distinguishing sounds at various frequencies and volumes.
Distinguishing people, objects or injuries at varied distances under a variety of light conditions.