Client Support Worker

Job Summary:

The Client Support Worker III assists individuals with intellectual and developmental disabilities and other special needs populations in acquiring, maintaining, and improving daily living, vocational, social, recreational, and community integration skills. The position provides direct care, skills training, supervision, transportation, documentation, and program support services in a non-residential day services environment. The Client Support Specialist III also performs lead worker responsibilities, including assigning and reviewing the work of lower-level staff and serving as a resource within the assigned program area.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Consumer Care

• Provides services that address the individualized needs, goals, and objectives of participants.
• Meets established productivity and direct service requirements.
• Instructs and advises participants in daily living, vocational, social, and work-related skills through individual and group activities.
• Observes, monitors, and documents participant behaviors, progress, and achievements.
• Provides guidance regarding behavioral concerns, decision-making, problem-solving, and social skills development.
• Assists in the development, implementation, and monitoring of Individual Service Plans (ISPs).
• Participates in interdisciplinary team meetings, care reviews, and service planning activities.
• Supports participants in achieving individualized goals and objectives.
• Promotes independence, self-advocacy, community integration, and personal growth.

Employment and Skills Training

• Provides prevocational and vocational training to consumers participating in program activities.
• Trains and supervises consumers participating in Community Access Group (CAG) and related activities.
• Ensures consumers receive training in accordance with established Individual Service Plan goals.
• Monitors and documents participant progress toward vocational and skill development objectives.
• Accurately tracks recycling and production-related activities as assigned.
• Ensures participant work time and compensation records are maintained accurately.
• Develops and implements teaching techniques and training aids to support participant learning.

Transportation Responsibilities

• Operates agency vehicles to transport participants safely to and from programs, activities, community outings, and appointments.
• Ensures participants follow safety procedures and transportation rules.
• Complies with all Department of Motor Vehicles regulations and defensive driving practices.
• Conducts required vehicle inspections and safety checks.
• Maintains cleanliness and operational readiness of assigned vehicles.
• Reports vehicle maintenance concerns promptly.

Record Management and Documentation

• Maintains accurate records regarding participant progress, services provided, and behavioral observations.
• Documents service delivery and activities according to agency standards and regulatory requirements.
• Ensures all documentation supports participant goals and objectives identified in Individual Service Plans.
• Maintains documentation quality and compliance standards.
• Completes required documentation within twenty-four (24) hours of service delivery.
• Ensures reviews, annual assessments, and required program paperwork are completed within established timelines.
• Reports significant changes in participant condition or functioning to appropriate supervisors.
• Maintains confidentiality of participant, employee, and organizational information.

Leadership and Supervision

• Performs lead worker responsibilities including assigning, reviewing, and monitoring work performed by subordinate staff.
• Provides guidance and direction to staff, volunteers, and other team members.
• Serves as a subject matter resource within assigned program areas.
• Assists with staff orientation, mentoring, and training activities.
• Supports quality improvement initiatives and program development efforts.
• Performs responsibilities with minimal supervision.

Required Knowledge & Skills:

• Ability to observe and monitor participant behavior and functioning.
• Ability to assist and supervise participants with daily living activities.
• Ability to develop individualized service and support plans.
• Ability to establish relationships with community employers and service providers.
• Ability to serve as a liaison between participants, families, staff, employers, and community resources.
• Ability to participate effectively as a member of an interdisciplinary treatment team.
• Ability to prepare reports and maintain program documentation.
• Ability to provide participant training, education, and orientation services.
• Ability to communicate effectively both verbally and in writing.
• Ability to investigate concerns or complaints and assist with resolution efforts.
• Ability to complete evaluations related to participant functioning and progress.
• Ability to plan recreational, community, and social activities.
• Knowledge of conflict resolution techniques.
• Ability to develop teaching aids and instructional materials.
• Ability to supervise and direct the work of staff and volunteers.
• Ability to conduct individual and group training sessions.
• Ability to recognize and address disruptive behavior appropriately.
• Ability to provide training regarding personal hygiene and community living skills.
• Ability to complete housekeeping and program maintenance activities as assigned.
• Ability to identify and report facility and equipment maintenance issues.
• Ability to participate in staff supervision, program planning meetings, and training activities.
• Ability to safely operate agency vehicles.
• Knowledge of case management principles and procedures.
• Knowledge of confidentiality requirements and participant rights.
• Knowledge of agency-approved intervention and disciplinary techniques.
• Knowledge of Individual Service Plans and documentation requirements.
• Knowledge of applicable state, federal, and local regulations.
• Knowledge of community resources and recreational programming.
• Knowledge of agency safety procedures and risk management practices.

Primary Responsibilities, but not limited to:

• Provides direct care, supervision, and skills training services.
• Assists participants in achieving documented goals and objectives.
• Conducts transportation and community integration activities.
• Maintains accurate records and required documentation.
• Provides vocational and prevocational training activities.
• Supports participant safety, independence, and quality of life.
• Performs lead worker duties and supports lower-level staff.
• Participates in team meetings, planning activities, and quality improvement initiatives.

Competencies:

• Communication
• Accountability/Responsibility
• Cooperation and Teamwork
• Customer Service
• Dependability
• Leadership
• Problem Solving
• Professionalism
• Quality/Quantity of Work
• Goal Orientation
• Planning and Organization
• Adaptability
• Judgment
• Safety Awareness

Required Education & Experience:

• Two (2) years of experience providing social services, direct care, vocational services, or support services to individuals with special needs in a human services setting; OR
• Associate degree in a related field; OR
• One (1) year of experience at the lower-level position or equivalent.
• Supervisory or lead worker experience preferred.
• Valid driver's license and ability to meet agency driving requirements.

Upon appointment to the position, the employee assumes responsibility for meeting and maintaining all minimum qualification requirements, including applicable certifications, licenses, continuing education, competency validations, and mandatory annual or recurrent training. Failure to maintain such requirements may affect eligibility to perform assigned duties.

Supervisory Responsibilities:

• May perform lead worker duties.
• May supervise lower-level staff, volunteers, or assigned personnel.
• Assigns and reviews work activities.
• Provides training, guidance, and performance feedback.

Work Environment:

This position operates in a combination of facility-based, community-based, training, and transportation environments. The role routinely uses computers, telephones, agency vehicles, and other program-related equipment. Regular interaction with consumers, families, community employers, and service providers is required. Moderate travel between Gateway sites and community locations may be required.

Physical Demands:

The physical demands described here are representative of those necessary to successfully perform the essential functions of this position.

• Frequently walks, sits, stands, kneels, bends, and assists participants.
• Occasionally climbs, balances, stoops, and reaches.
• Frequently lifts and/or moves up to 15 pounds.
• Works at a computer for extended periods when completing documentation.
• Frequently utilizes fine hand-eye coordination, hearing, and visual acuity.
• Operates agency vehicles and travels between program locations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Gateway BHS promotes a drug/alcohol-free work environment through mandatory pre-employment drug testing.

Terms & Conditions:

• Reports to work when scheduled and begins and ends work as expected.
• Reports anticipated tardiness or absence to the supervisor.
• Observes policies regarding meal and break periods.
• Uses work time appropriately and efficiently.
• Requests and utilizes leave appropriately.
• Maintains a professional appearance in accordance with site dress code requirements.
• Observes health, safety, and sanitation policies.
• Performs work according to all applicable rules, regulations, policies, and guidelines.
• Ensures licensure and certification are current and active without suspension or revocation throughout employment.
• Ensures compliance with required training, including new employee orientation.
• Does not engage in activities other than official business during work hours.
• Does not report to work under the influence of alcohol or drugs.
• Adheres to Gateway’s Standards of Conduct 3.13 and Employee Ethics 3.23.
• May be required to remain at or return to work during agency incidents or emergencies and may work non-traditional schedules as necessary to support agency operations.

Other Duties: Please 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 in this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.