Manager of Supportive Services
at Heartland Alliance

Date Posted: 7/22/2020

Job Description

Summary:  The Manager of Supportive Services provides direction, coordination and evaluation of medical services within the division of YRS.  This position ensures compliance with all funder and licensing requirements as well as the quality and effectiveness of the division’s medical services.

As part of the division of Youth & Residential Services, this position will be counted on and included in providing services to participants at the program sites and will assist the programs in every aspect of programming operations.  The individual in this position is expected to report to and perform assigned service-related duties at the program sites for all relevant reasons including influxes in the census, staffing shortages, emergencies and trainings, among others.  Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.

Essential Duties and Responsibilities:

  • Develops, plans, manages, monitors and evaluates medical services and policies which meet participant needs, and funder, licensing, and organization requirements. 
  • Provides routine evaluative and monitoring reports on medical services to ensure compliance with ORR guidelines, recommends changes and improvements, and leads in implementation of new processes.
  • In conjunction with senior management and medical staff, coordinates and develops the long and short range objectives, policies and operating procedures for program medical services.
  • Point of contact for program staff regarding participant medical clearance, in coordination with program physician.
  • Confers with program management, medical staff, and ORR Medical Team to evaluate and to discuss participant medical issues, as needed.
  • Oversees insurance authorizations for participants’ medical needs and serves as liaison between program staff and outside health care providers.
  • Collaborates with supervisor, medical staff, and Program Assistants to ensure continued participation in the Vaccines For Children programs.
  • Supervises YRS Program Assistants and coordinates the work activities of the PA staff and other personnel when engaged in medical appointments and activities, including training staff members and assigning work duties.
  • Leads in recruiting, training, and disciplining the YRS Program Assistants; evaluates and conducts annual performance reviews with YRS Program Assistants.
  • Maintains relationships with medical service vendors, local hospitals, and specialty doctors.
  • Participates in overall administration and general management of the program as part of the program’s management team.
  • Prepares reports and maintains records related to inventory, equipment usage, certificates of completion, and participant issues.
  • Works collaboratively with YRS management to oversee and utilize the medical costs budget.
  • Adheres to professional standards as outlined by governmental bodies, NASW (and/or other appropriate professional associations), private funding sources, organization plans/policies and program guidelines.
  • Initiates requests for assistance from supervisor to address new issues or complex concepts affecting adherence to professional standards.
  • Supervises program participants individually or in groups.
  • Provides transportation to participants and staff and assists with security procedures on activities.
  • Assist in household maintenance responsibilities, as necessary.
  • Responds to crisis situations 24 hours a day via agency cell phone.
  • Other duties may be assigned.

Supervisory Responsibilities:

  • Provide oversight, leadership and direction to up to 5 employees to meet the organization's expectations for productivity, quality, and goal accomplishment. The Program Manager for Supportive Services directly supervises non-supervisory employees, specifically, Program Assistants in various Youth and Residential Services (YRS) programs with the input from Program Directors and the Director for Supportive Services. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems for both employees and program participants.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education and/or Experience:Bachelor’s degree; two years of experience working with youth, two years of Program Assistant experience. 

  • Language Skills:  Bilingual ability in English and another language is preferred.  Excellent oral and written communication skills.  Demonstrated competency in public speaking and strong interpersonal skills required. 

  • Licensing Requirements: Per DCFS licensing requirements, the Program Manager YRS must be 25 years of age or older.
  • Driver’s License:  Valid Illinois driver’s license and good driving record
  • Computer Skills:  Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by Heartland Alliance.

Work Environment: Each YRS program site operates on a 24/7 basis, 365 days per year.  To meet both the needs of our participants and contractual obligations, employees of YRS need to be flexible in regards to work location and scheduling, each of which may be altered by program management at any time.  Employees must be willing to perform any duty that may be required in order to meet the needs of the program.  

  • Three primary shifts are scheduled each day including weekends and holidays.  Employees may be required to work any one of these shifts and, if necessary, may be required to work a split-shift, or an extended or shorter shift, based on the needs of the program.
  • All employees share responsibility for the cleaning and basic maintenance of our facilities.
  • The employee will be required to work at various YRS facilities as necessitated by program needs.
  • The employee may be required to remain on Organization premises during breaks and/or meal periods and maybe required to stay on Organization premises until their replacement arrives
  • Crisis prevention and behavioral management techniques may include physically restraining and escorting program participants.

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

  • This position requires the ability to perform precise or skilled physical activities (e.g. typing or operating a computer) and to be able to participate in physical recreational activities, including sports, games, aerobic and other activities.
  • This position requires the ability to generate audible communication (e.g., conversing on a telephone or participating in a meeting) in a manner that should be readily recognized and understood by the audient.
  • This position requires the ability to successfully engage in non-technical work activities (e.g. read mail, file documents).
  • This position requires the ability to successfully identify and understand audible communications.
  • This position requires the employee to frequently sit and stand; use hands to handle; reach with hands and arms; walk.
  • The employee must occasionally lift and/or move up to 20 pounds.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 7/22/2020

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Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.


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