Customer Success Program Manager Jobs in Granger, TX

Job Summary

The Program Manager is responsible for oversight of case management activities, home development and recruitment activities, and intake/discharge coordination for their assigned office. The Program Manager will provide operational oversight and supervision to all assigned CPA staff. The position will manage and ensure service quality, documentation compliance, and will work closely with other Program Managers as needed.

Essential Duties:

Program Operations:

• Ensures compliance with all local, state, and federal laws including Pathways' policies and procedures.
• Ensures that assigned Family Specialists complete their job duties in a timely and professional manner
• Reviews and approves Home Studies, Action/Safety/Crisis Plans, placements, subsequent placements, transfers, and discharges.
• Uploads/completes all documentation within two business days.
• Meets regularly with Family Specialists to discuss caseloads, service provision, and documentation compliance.
• Provide supervision for all assigned staff. Supervision needs will be evaluated based on experience, minimum standard requirements and the needs of the staff.
• Attends court hearings as needed.
• Facilitates monthly staff meetings.
• Develops professional relationships with other peers in the field such as DFPS representatives, private agencies, and supporting agencies.
• Responds to inquiries from regulatory bodies in a timely manner.

Quality Improvement:

• Regularly audits client and family records and provides feedback to staff.
• Reviews PMET data quarterly.
• Continually assesses the need for training, keeps supervisor informed of all quality of care issues. Selects and orchestrates regular training opportunities for assigned team.
• Collaborates with Performance Improvement staff in all program development and improvement efforts.

Education & Experience

• Option 1 - Educational Qualifications -A master's degree from an accredited college or university in social work or other human services field and nine credit hours in graduate level courses that focus on family and individual function and interaction.Professional Qualifications -One year of documented full-time experience in a residential child-care operation, or as a conservatorship caseworker or foster adoptive home development worker for the department. The experience must be in conducting assessments, service planning, or case management duties.
• Option 2 - Educational Qualifications - A master's degree from an accredited college or university and nine credit hours in graduate level courses that focus on family and individual function and interaction.Professional Qualifications -Three years of documented full-time experience in a child-placing agency conducting child-placing activities.
• Option 3 - Educational Qualifications - A bachelor's degree from an accredited college or university in social work or other human services field and nine credit hours in undergraduate level courses that focus on family and individual function and interaction.Professional Qualifications -Four years of documented full-time experience in a child-placing agency conducting child-placing activities.
• Option 4 - Educational Qualifications - A bachelor's degree from an accredited college or university and nine credit hours in undergraduate level courses that focus on family and individual function and interaction.Professional Qualifications -Five years of documented full-time experience in a child-placing agency conducting child-placing activities.

Knowledge, Skills, & Abilities

• Thorough working knowledge of needs of children placed in substitute care.
• Ability to support the agency's culture, growth, and success through communication, accountability, and positivity.
• Ability to be clear headed and decisive based on the scope of the position.
• Ability to work efficiently and effectively both individually and as part of a team.
• Ability to appropriately accept feedback through the supervision process - thus displaying the willingness to learn, grow, and improve.
• Effective oral and written communication skills.
• Skilled in approaching care/services from a strengths-based perspective.
• Competent in using Microsoft Word, Excel, Power Point, Go To Meeting, the Internet, and other software applications.
• Effective organizational skills.
• Strong problem-solving skills.
• Effective leadership skills.

Additional Requirements

• Proof of valid Texas Driver's License (Type C).
• Access to reliable transportation.
• Proof of valid/current auto insurance.
• Cleared driving record.
• Three (3) employment references.
• Cleared criminal background check and signed statement regarding felony indictments/convictions.
• Cleared pre-employment drug test.
• Working cellular telephone.

Physical and Mental Demands

With or without reasonable accommodation, the physical and mental requirements of this job may include the following: frequent seeing, hearing, speaking, and writing clearly. Occasional reaching with hands and arms, stooping, kneeling, crouching, crawling, frequent sitting, standing and walking may be required for long periods of time and may involve climbing stairs, walking up inclines and on uneven terrain. Additional physical requirements may include, frequent lifting and or moving up to 25 pounds. Ability to remain calm in stressful situations.