Program Manager

Position Summary

The Program Manager oversees the day-to-day operation of DD Waiver services, including in-home support services, personal assistance, and respite. This position ensures services are delivered according to each individual's Individual Support Plan (ISP), meet the requirements of the Virginia Department of Behavioral Health and Developmental Services (DBHDS) and the Department of Medical Assistance Services (DMAS), and reflect the agency's commitment to person-centered, family-focused care. The Program Manager serves as the primary point of contact for individuals, families, support coordinators, and direct care staff.

Key Responsibilities

Documentation Compliance

• Review service notes, data collection, and progress documentation for accuracy, completeness, and alignment with each individual's ISP outcomes and Plan for Supports.
• Complete required quarterly reviews of each individual's Plan for Supports and submit them to the support coordinator within required timeframes.
• Monitor Electronic Visit Verification (EVV) and service delivery against authorized hours; identify and correct under- or over-utilization.
• Conduct regular internal record audits and prepare records for DBHDS licensing reviews, Quality Service Reviews (QSR), and DMAS audits.
• Develop and implement corrective action plans in response to audit or licensing findings.

ISP Meetings and Service Planning

• Attend and participate in annual ISP meetings and any ISP revisions, representing the agency's perspective and the individual's progress.
• Develop the agency's Plan for Supports (ISP Part V) in collaboration with the individual, family, and support coordinator, using person-centered practices.
• Coordinate with support coordinators on service authorizations, changes in need, and new referrals.
• Conduct intake and admission assessments for new individuals and ensure services begin with required documentation in place.

Staff Supervision and Support

• Supervise, schedule, and support DSPs, including regular supervisory contacts and on-site visits to service locations.
• Observe and sign off on DSP competency checklists within required timeframes, and complete required supervisor competencies.
• Train staff on each individual's ISP, behavioral supports, health and safety protocols, and documentation expectations.
• Conduct performance evaluations, coaching, and progressive discipline in partnership with Human Resources.
• Participate in the agency on-call rotation to respond to staffing gaps and after-hours concerns.

Individual and Family Support

• Serve as the secondary point of contact for individuals and families, responding to questions and concerns promptly and professionally.
• Conduct regular check-ins with individuals and families to monitor satisfaction and service quality.
• Ensure individuals' rights are protected in accordance with the DBHDS Human Rights Regulations (12VAC35-115), and assist individuals and families with the complaint process as needed.
• Promote community integration, choice, and independence in line with person-centered practices.

Health, Safety, and Risk Management

• Report serious incidents through the DBHDS Computerized Human Rights Information System (CHRIS) and to required parties within required timeframes.
• Complete root cause analyses for serious incidents and participate in the agency's risk management and quality improvement processes.
• Report suspected abuse, neglect, or exploitation immediately as required by law and agency policy.
• Coordinate with the agency Registered Nurse on health-related concerns, medication issues, and changes in condition. Clinical decisions are made by the RN.

Other Duties

• Assist with recruitment and interviewing of DSPs in partnership with Human Resources.
• Track program data, such as hours delivered, staffing coverage, and incident trends, and report to the Executive Director.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in a human services field (such as social work, psychology, special education, or sociology), or equivalent licensure.
• Must meet DBHDS requirements for a Qualified Developmental Disability Professional (QDDP), including at least one year of documented experience working directly with individuals with developmental disabilities.
• Minimum of two years of managerial or supervisory experience, preferably in a DD Waiver or Medicaid-funded setting.
• Strong customer service skills, with the ability to communicate with individuals, families, and professionals in a respectful, professional, and responsive manner.
• Working knowledge of DD Waiver services, the ISP process, and WaMS preferred.
• Strong organization, writing, and documentation skills; proficiency with electronic health records and EVV systems.
• Valid driver's license, reliable transportation, and current auto insurance.
• Must pass all required background checks and registry searches, and maintain current CPR/First Aid certification.

Pay: $27.00 - $35.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: In person