Lead Personal Agent – Lead Case Manager

Role Overview

• Supervise and support a team of up to 6 Personal Agents.
• Fill open Personal Agent positions in collaboration with UCP’s Recruitment Department.
• Train newly hired Personal Agents and implement on-going training and development.
• Manage schedules and approve payroll and expenses for your team members.
• Support excellent performance by communicating expectations, retraining to address any employee challenges, and completing performance evaluations.
• Act as a resource for your team by proactively evaluating the needs of the customers on their caseloads and problem-solving when necessary.
• Support your team in achieving their professional development goals.
• Improve the overall quality of services delivered by reviewing, editing, and approving ISPs (Individual Support Plans) and other types of documentation.
• Review incident reports, recommend follow-up, and support APS (Adult Protective Services) referrals, if necessary.
• Solicit and respond to customer feedback.
• Connect with external resources to better serve the customers we support at UCP Mentors’ brokerage.
• Support a minimal caseload or provide coverage for an absent Personal Agent, assisting customers to navigate the support services system.

Requirements

• Bachelor’s degree in social services or closely related field and at least 2 years of work experience in developmental disabilities, social services, mental health or a related field; or an Associate’s degree in social services or closely related field and at least 3 years of work experience in developmental disabilities, social services, mental health or a related field; or a high school diploma/GED and at least 5 years of work experience in developmental disabilities, social services, mental health or related field.
• At least 1 year of experience working as a Personal Agent or Case Manager for people who experience intellectual and/or developmental disabilities.
• At least 2 years of demonstrated experience supervising and leading other employees, preferably in the non-profit industry.
• Must be able to drive on the job, which means that you are at least 18 years old, have a current driver’s license, a reliable personal vehicle, at least two years of driving experience, auto insurance, and a clean driving record.
• Must be able to pass a reference check and criminal history background check.
• Demonstrated commitment to customer self-determination and personalized support.
• Demonstrated ability to prioritize, meet deadlines, and manage multiple projects in a fast-paced environment.
• Demonstrated ability to identify and resolve problems in a timely manner.
• Demonstrated written and verbal ability to communicate effectively and in a professional manner with a wide constituency.
• Preferred qualification is fluency in a second language including ASL. ** **

Benefits

• Great medical, vision, prescription, and alternative care coverage (including massage therapy and naturopathy) for employee, spouse/domestic partner, and children.
• Dental insurance available at your own cost.
• 4 weeks of paid time off, rising to 5 weeks after 5 years of service at UCP.
• 11 paid holidays off per year.
• Paid eight-week sabbatical after ten years of service.
• 401k retirement plan with up to 4% employer match.
• Mileage reimbursement.
• Company cellphone.
• Fun, casual work environment, with lots of opportunities for advancement and growth, at one of the top-ranked non-profits in Oregon.