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 Duties
Staff
- Train and develop team through challenging assignments-
- Maintain Handbook on Incoming Call Procedures
- Maintain 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 team
- Supervise 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
Operations
- Oversee 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 manner
- Develop, 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 improvements
- Use technology to reduce manual effort and resulting rework. Offer input to Zuke for efficiencies.
- Support other team functions as necessary
Communication
- Coordinate with other programs as needed to benefit the consumer experience.
- Lead team meetings
- Liaise with other departments as necessary
- Serve as point of escalation for external contacts
- Encourage and provide free flow of bi-directional communications
Other
- Support overall mission and objectives of Tempus Unlimited
- Must 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.
Competencies
- Ability to supervise and direct staff
- Excellent organizational skills
- Attention to accuracy and detail
- Strong interpersonal skills – telephone skills
- Excellent oral and written communication
- Good computer and analytical skills
- Innovative thinking
- Ability to maintain confidentiality
- Perform all other duties as may be required.
Required Experience
Personal Care Attendant program intake, consumer support, skills training or other direct PCA program consumer services.
Education
Bachelor’s degree in Human Services or related field
Work Environment
This 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 Demands
The 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.
Travel
Travel is required for this position. Must have a valid driver’s license and reliable transportation.
Other Duties
Note 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.
