Senior Program Manager

Role Overview

• The Family Support Services Manager provides operational leadership and oversight for the daily functions of the Family Support Services program, ensuring high-quality service delivery and full compliance with regulatory requirements.
• This role is responsible for supervising, mentoring, and supporting program staff while fostering a culture of accountability and continuous improvement.
• The Manager monitors key performance indicators, ensures program integrity, and identifies opportunities for growth and process enhancement.

Requirements

• Listen-Learn-Lead: Model the mission and values of Accord, helping people to live their greatest lives.
• Manage a high performing team poised for growth
• Develop, implement, and continuously review efficient processes and documentation to support team success, operational consistency, and ensure accuracy and effectiveness.
• Promote and model best practices in service delivery, with a focus on person-centered planning and personal empowerment approaches.
• Track and analyze key performance indicators (KPIs) for team productivity, program operations, and service delivery, utilizing data-driven insights to identify trends and inform process optimization.
• Meet regularly with supervisees to ensure timely feedback, answer questions, and identify trends or issues such as training needs.
• Ensure program integrity, compliance, and quality by maintaining adherence to all contractual requirements, licensure regulations, and Agency policies, including the oversight of departmental Electronic Visit Verification (EVV) compliance.
• Conduct and manage regular process and record audits, assess operational risk, and implement approved corrective actions and timely follow-up to maintain quality standards.
• Manage productivity of team members and ensure minimum productivity standards are met.
• Address any employee performance concerns with the Senior Director and Human Capital and follow up as directed to provide coaching, feedback, and performance improvement plans, when needed.
• Provide departmental-specific training for new and current employees using approved training materials and approaches to ensure health, safety, and protection of the rights of persons supported.
• Lead regular team meetings; cascade updates and other information as required.
• Ensure staffing needs are met; interview prospective candidates and make employment offers to applicants.
• Manage program outreach and growth, including proactively identifying, proposing, and implementing new opportunities to ensure annual goals are met.
• Manages all escalated concerns and supports needed for the FSS Families, and other stakeholders to grow the division.
• Review and manage billable service entries in the selected electronic health record in a timely manner to ensure accurate billing practices; amend or correct entries as needed.
• As a mandated reporter, respond and report all incidents that occur while providing services to protect the health and safety of and minimize risk of harm to the person(s) supported.
• Serve as a representative of the agency to the people we support, our community partners and external constituents. Be a positive role model for other employees.
• Demonstrate excellent written and oral communication skills/abilities.
• Manage departmental fiscal operations, including monitoring and reviewing program expenses and revenues, approving direct report expenses, and participating in finance meetings to ensure adherence to program financial procedures and resolve financial discrepancies.
• Perform other duties as required or assigned.

Benefits

• Competitive wage ($65,000 to $72,000 depending on qualifications)
• PTO
• 9 paid holidays
• health insurance
• dental insurance
• vision insurance
• life insurance
• NO COST short & long-term disability insurance
• retirement savings plan options
• employee wellness program
• tuition assistance program
• career advancement
• mileage reimbursement for providing direct services
• a positive, friendly work environment and much more.