Service Manager at Cornerstone Valley

Job Summary

The Services Manager is responsible for overseeing all assigned homes in their caseload and leading their team in alignment will company values, mission, policies, procedures, state, and federal laws and rules. The Services Manager is responsible for mentoring Residential Oversight Specialist’s and providing specific coaching regarding the provision of excellent care of our individuals in alignment with our values, ensuring a safe environment, the support and encouragement of Direct Support Professionals, and assisting the Director of Services in maintaining exceptional compliance overall.

Essential Duties and Responsibilities

To perform this job successfully, the employee must be able to perform each essential duty satisfactorily and in a timely manner. The following duties are representative of the job but are not all inclusive and other duties may be assigned as needed.

Leadership

• Be a steward of Cornerstone Valley’s culture
• Behaves in alignment with our values of Compassion, Integrity, and Responsibility
• Treats others with respect and dignity
• Proactive, self-starting, self-managing
• Takes ownership for the work
• Behaves in a manner that sets a positive example for others to follow
• Upholds and communicates our safety standards
• Responsible for mitigating and reporting risk
• Follow all policies and procedures and ensures others do as well
• Participates in meetings and committees

Duties and Responsibilities

• Demonstrate knowledge of Cornerstone Valley policies, procedures, and services, and ensure Residential Oversight Specialists remain up to date.
• Ensure Residential Oversight Specialists and staff comply with all state and federal laws, rules, and licensing requirements.

• Participate in the screening process for new potential residents.

• Assist Residential Oversight Specialists in preparing homes and staff for new individuals by completing entry packets.
• Maintain professional, positive relationships with individuals, families, community partners, and team members.
• Mediate concerns and feedback from individuals and families, including responding to crisis situations as needed.
• Support Residential Oversight Specialists in resolving client-related complaints.
• When interacting with families and community members Cornerstone Valley should be represented through our core values of Compassion, Integrity, and Responsibility while also living out or mission.
• Provide oversight that client rights and supports are being upheld by the Residential Oversight Specialist.
• Assist with crisis behaviors either via phone consultation or in person when necessary or required.
• Assist the Director of Services in monitoring state funding requirements by ensuring appropriate staffing ratios are maintained.

Administrative Responsibilities

• Provide ongoing visits to homes, offering feedback to Residential Oversight Specialists on strengths and areas for improvement.
• Hold Residential Oversight Specialists accountable for operating homes effectively, efficiently, and in compliance with policies and licensing.
• Mentor and coach Residential Oversight Specialists on individual care, staff management, documentation, licensing compliance, and professional development.
• Serve as a role model and resource, demonstrating professional behavior, problem-solving, and crisis intervention.
• Ensure Residential Oversight Specialists complete all required training and provide additional training as necessary.
• Partner with Residential Oversight Specialists and Human Resources on disciplinary actions, evaluations, and terminations.
• Ensure staff management is carried out with dignity, respect, recognition, and performance feedback.
• Stay current on all policy updates and communicate changes to Residential Oversight Specialists.
• Support Residential Oversight Specialists in complaint resolution related to staff and workplace issues.
• Provide feedback and guidance to Residential Oversight Specialists on leadership practices and expectations.
• Step in to manage a home during Residential Oversight Specialist absences and, if needed, work direct support shifts.
• Participate in on-call rotation and be available to respond to emergencies; serve as backup when the Director of Services is unavailable.
• Support a positive and professional work environment, promoting staff accountability and development.

Licensing Responsibilities

• Attend all licensing on-site reviews.
• Collaborate with the QA department when Plan of Corrections (POC) are received after an on-site licensing review to ensure completion and compliance.
• Ensure compliance with licensing rules and requirements.

Perform any and all other duties as assigned.

Qualifications

The following qualifications are representative of the knowledge, skills and abilities needed to perform the job but are not all inclusive.

• High School Diploma or GED required
• Valid Oregon Driver’s License and insured vehicle available for use on the job.
• Bachelor’s degree in Psychology, Human Services or like field preferred
• Minimum of 2 years of experience as a House Manager
• 4+ years of experience providing service to I/DD individuals
• Exceptional organizational and time management skills
• Strong attention to detail
• Ability to work flexible hours
• Ability to travel as needed

• Keep up to date on relevant OARs and Client Rights
• Ability to interpret financial data as needed

• Self-initiative and confident decision making

• Must be proficient in Microsoft Office applications including, but not limited to, Word, Excel, Access, PowerPoint, and Outlook.
• Flexible and adaptable to change.
• Excellent multi-tasker who can function well in a fast-paced environment.
• Excellent verbal and written communication skills
• Ability to establish and maintain effective working relationships with company management, group home individuals, direct care staff, families, community agencies and groups, and a variety of service disciplines.
• Ability to establish clear professional boundaries, limits, and relationships with staff and individuals consistent with professional practice and professional ethics.
• Ability to work cooperatively, creatively, and productively as a member of a team.
• Ability to maintain a positive attitude and willingness to assist others
• Demonstrated ability to handle sensitive and confidential information
• High level of professionalism and integrity
• Desire to learn and grow in the role.
• Ability to work independently and as part of a team

Working Conditions 

• Works in an office environment and visits group homes. Regular travel to the homes is required.
• Will occasionally physically assist in restraining an adult or child.
• Quickly applying skill in non-aversive crisis intervention.
• Listening, observing, monitoring own actions to ensure they are not disturbing to the clients’ environment.
• May be required to work with residents who experience challenging behaviors.
• Must be able to maneuver at least 75 lbs. while managing an individual’s behavior.
• Subject to frequent interruptions and handles multiple issues at one time.
• Must adjust to change quickly and seamlessly.
• Must have good manual dexterity, can sit, stand, kneel, and squat, be able to frequently lift and carry up to 30 lbs.
• Occasionally standing, walking, or sitting for significant periods of time.
• May be required to wear personal protective equipment.
• Regular attendance is required to perform the job satisfactorily.