Manager Information & Assistance - New Jersey (Remote/Field)

Duties & Responsibilities:

• Manages daily program/ project functions in respective market, serves as representative to state clients.
• Performs support broker supervisor 1 or support broker supervisor 2 functions as needed.
• Coordinates internal resources to ensure programmatic deadlines are met.
• Serves as national subject matter expert on Information & Assistance Services, supporting other I&A programs as necessary.
• Prioritizes contract compliance and adherence to program policies and procedures.
• Assesses best practices, provide technical assistance to colleagues and clients.
• Prepares and presents written reports and materials as directed. 
• Facilitates and attends stakeholder outreach, training and marketing events in communities served by Public Partnerships.
• Supervises and mentors support brokers, supervisors, and support staff.
• Assesses staff knowledge, skills, and abilities relative to operational requirements. 
• Provides subject matter expertise and operational support in recruiting, screening, hiring, training, and performance management of support brokers and supervisors.
• Develops training materials and curriculum (system user guides, PowerPoint presentations, tutorials, helpful hints, etc.) to promote staff development and job performance. 
• Deliver trainings to staff on a regular and ongoing basis. 
• Oversees, facilitates, participates, or contributes to workgroups and special projects as necessary.  
• Maintains program policies, procedures, and internal controls, with respect to I&A services. 
• Responds to escalated state program office, support broker, participant and other stakeholder inquiries, complaints, and grievances.
• Coordinates and performs quality management, including internal audits and other quality control activities.
• Documents and reports all participant/representative complaints regarding Public Partnerships services using required reporting processes and systems.
• Oversees I&A training, reporting and follow up on allegations or reports of suspected fraud, abuse, neglect, and exploitation.
• Oversees maintenance of I&A program documentation of services provided in accordance with applicable policies and procedures.
• Oversees I&A service time capture and billing/ invoicing of services.
• Other duties as assigned.

Required Skills:

• Excellent personnel and project management
• Supervisory, communication, presentation, and office technology skills. 
• Ability to work well independently with minimal supervision, leading a remote team structure.  

Qualifications:

• Related BA or BSW degree or 5 years’ experience required, Master’s preferred. 
• Minimum five years of experience working with individuals with disabilities and/ or persons who are elderly. 
• Three (3) to five (5) years of experience leading and effectively managing human services staff, including two (2) years of experience managing supervisors. 
• Experience managing statewide health and human services for persons with disabilities and/or senior citizens preferred. 

Working Conditions:

• Traditional office setting. 
• Some in-state and out-of-state travel required. 
• Must be within 4 hours commute …