WORK PERFORMANCE STANDARDS
POSITION: Service Manager
STATUS: Non-Exempt
Requirements
- High School Diploma or GED, Bachelor’s degree, preferred and Valid Driver’s License required
- Two years’ experience supporting individuals with developmental disabilities and implementing crisis intervention/physical management procedures
- Prior supervisory experience required, excellent communication skills, ability to lead a team, and work independently
General Description
Under the supervision and direction of the Day Habilitation Director, the Service Manager oversees the daily operations of the Adult Day Habilitation Program. The Service manager ensures the quality of the daily activities and direct care support within a therapeutic program to increase independence for individuals served at the May Institute in the Adult Day Habilitation setting. Support services are designed to promote the self-determination, independence, productivity, integration, and inclusion in community life of the individuals we serve. This is accomplished through culturally competent programs aimed at teaching new skills in the areas of self-care, behavior management, community integration and other activities of daily living. These responsibilities are carried out with respect and dignity and with adherence to May Institute policies and procedures and the Mission, Vision, and Values of May Institute.
Technical Skills
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Operational Duties
The Service Manager oversees staff schedules and assigns job duties (e.g., activities, goals and objectives) to implement the goals and objectives for each individual, developing procedures through which these goals will be met in cooperation with the interdisciplinary team. They evaluate the effectiveness of these procedures, documenting each individual’s progress in accordance with May Institute, Funder, and legal guidelines, and ensures documentation of all duties is completed accurately. The Service Manager manages the budget for the program, including petty cash and consumer accounts in a secure manner. They ensure all necessary financial records are maintained, including required documentation, receipts, and related expenses. The Service Manager ensures plans (e.g., DHSP, ISP, Treatment Plan) and behavioral goals are implemented for individuals under their care, keeping apprised of all relevant changes and developments to clinical treatment. They attend team meetings, contributing to documentation, and reporting. The Service Manager manages compliance & documentation of Emergency Management Plan checklists. They ensure timely reporting of incidents & physical management. They collaborate with other members of the team to ensure continuity of care, staffing, and scheduling. These responsibilities are carried out with respect and dignity and with adherence to May Institute policies and procedures and the Mission, Vision, and Values of May Institute.
Consumer Care and Facility Management
The Service Manager demonstrates an understanding of the philosophy of the May Institute and demonstrates proficiency in using applied behavioral analysis (e.g., antecedent manipulations, establishing instructional control, use of reinforcement contingencies). They implement individualized plans (e.g., Day Habilitation Service Plans, ISPs, Treatment Plans, etc.) and collect data on goals/objectives as indicated in the plan and (e.g., discrete trial, chaining, shaping etc.) in accordance with the program schedule. The Service Manager supports individual Personal Care including but not limited to, toileting, dining, cleaning, personal hygiene, etc. They coordinate receipt of emergency medical care, as needed. They maintain and provide a safe, clean, and appropriate program in accordance with regulations and Program standards, reporting incidents, following state Mandated Reporter guidelines, and documenting maintenance concerns as needed. The Service Manager ensures activities of daily living (ADLs) are completed thoroughly and regularly. The Service Manager oversees planning and support for individuals served on approved outings, ensuring opportunities and access for creative activities within the building. They adhere to appropriate staff to individual ratios. The Service Manager provides or arranges transportation, for outings (e.g., public, May Institute vehicles, personal vehicles, on-foot) in accordance with all relevant May Institute policies regarding off-grounds activities. They provide direct support (in-ratio) for individuals served as needed on scheduled workdays. The Service Manager completes other duties as assigned.
Promote safety, wellbeing, and independence of individuals served
The Service Manager prioritizes individual well-being and outcomes throughout service delivery, adhering to all local and state guidelines (e.g., Mandated Reporter). Supervisory duties are conducted to ensure the safety and well-being of individuals during assigned shifts. Assistance is provided to assigned individuals in personal hygiene and self-care tasks as well as emergency medical care (if needed). Participation is required to enhance quality of services provided through both review and curation of all relevant social and medical information of individuals in their care as well as in the organization’s continuous improvement processes to increase productivity and reduce inefficiencies.
Preserve the rights of all individuals served and their families:
The Service Manager promotes the rights and dignity of individuals served throughout service delivery, by encouraging student autonomy and choice in delivery of educational programming supports and services. They adhere to all Policies and Procedures of the May Center School pertaining to Student Protections and Student Records, following ethical and confidentiality standards of the May Institute.
PROFESSIONALISM
The Service Manager builds constructive working relationships characterized by high levels of acceptance, cooperation, and mutual respect. This includes displaying a positive attitude when interacting with others, promoting cooperation and teamwork, and contributing to a work environment that embraces and appreciates diversity. Effective and professional communication is required, including, but not limited to, giving and receiving feedback, collaborative skills to complete tasks/reach goals, as well as demonstrating proficient listening skills by offering assistance when needed and being responsive to others’ ideas and input.
The Program Manager builds constructive working relationships characterized by high levels of acceptance, cooperation, and mutual respect. This includes displaying a positive attitude when interacting with others, promoting cooperation and teamwork, and contributing to a work environment that embraces and appreciates diversity. Effective and professional communication is required, including, but not limited to, giving and receiving feedback, collaborative skills to complete tasks/reach goals, as well as demonstrating proficient listening skills by offering assistance when needed and being responsive to others’ ideas and input.
PERSONAL EFFECTIVENESS
The Service Manager takes personal responsibility for quality and timeliness of work. The pursuit of quality in achieving goals entails attending to important details, demonstrating ongoing commitment to learning and self-improvement, effective time and resource management skills, with the ability to stay focused on tasks despite distractions and interruptions. Work product quality is also balanced with meeting appropriate deadlines. When errors or problems occur, these are acknowledged and corrected with little delay. If conflict or stressful situations occur, composure is maintained, and a dynamic approach is taken, as needed, to adapt goals and methods to achieve solutions. The Service Manager duties are conducted punctually (e.g., arriving to work and scheduled meetings on time) and is pursuant to all policies, procedures, and guidelines of the May Institute (i.e., requesting time off work, call out procedures, etc.), Federal, State, and Local laws/regulations, as well as any relevant licensor, accreditor, and/or Funder guidelines. This includes timely provision of all required documentation as needed for continued employment (e.g., background check information, TB test, driver’s license, transcripts, licenses/certifications) and completion of all required trainings (e.g., Safety Care, CPR/First Aid, Mandated Reporting, etc.).
LEADERSHIP Supervision, Oversight, and Planning to promote quality services through training and guidance of team members. The Service Manager provides program oversight, supervision, support, and expertise to all staff and individuals served within assigned classrooms, to ensure that individuals served are provided with an intensive, therapeutic program designed to increase their skills in the areas of communication, social skills, adaptive behavior and reduce their challenging behavior. They delegate duties to assigned staff within the program appropriately. They ensure that staff demonstrate proficiency with Technical Skills according to Work Performance Standards and follows up with supervisor as needed. They provide appropriate praise, recognition, and corrective feedback to staff. The Service Manager practices effective conflict-resolution skills. They build constructive working relationships characterized by high levels of acceptance, cooperation and mutual respect, and cultural sensitivity.
Staff Training and Supervision The Service Manager reviews Work Performance Standards (WPS) with direct reports on an annual basis. They conduct and document regular staff meetings, individual meetings, and supervision meetings with direct reports in accordance with expected schedules (e.g., bi-weekly, monthly, etc.). They attend and participate in Service Manager meetings, and trainings as required/requested. The Service Manager ensures the safety and well-being of individuals by ensuring that all staff are adhering to requirements, training, protocols, policies, procedures, and plans, providing coaching and guidance as needed. They supervise staff on shift to ensure plans, protocols, policies, and procedures are followed. The Service Manager provides on-boarding training to new staff. They ensure staff are maintaining standards of all required certifications per the training policy. This includes but is not limited to CPR, SFA, AED, Safety Care, Privacy and Security (HIPAA), Human Rights, and OSHA. They ensure that all staff are adhering to requirements, training, protocols, policies, procedures, and plans, providing coaching and guidance as needed.
Essential Physical Requirements
The ability to move independently throughout a wide range of environments, is required.
- Check one on each line. Items checked need not total 100% and may be estimates.
Amount Of Time
Continuously
(67%-100%)
Frequently
(34%-66%)
Occasionally
(10%-33%)
Rarely
(1%-9%)
Standing
XXX
Walking
XXX
Sitting
XXX
Bending
XXX
Crawling
XXX
Running
XXX
Squatting
XXX
Climbing
XXX
Reaching
XXX
Pushing
XXX
Pulling
XXX
Lifting
XXX
Carrying
XXX
Pounds
Light
10-20
Medium
20-50
Heavy
50-100
Very Heavy
over 100
Lifting
XXX
Carrying
XXX
*All work performance standards must be reviewed, redistributed, and re-signed at least annually. *
