Consumer Services Supervisor

About this role

Are you ready to make an impact in your community? Our mission is to create a community where each individual with a developmental disability has the opportunity to live a healthy, productive, and inclusive life. NLACRC empowers people with developmental disabilities to have an opportunity to achieve their fullest potential in all aspects of life. 

 

Apply today to help make an impact tomorrow!

 

The Position and Job Summary

• Provide leadership and management to a team of On-Duty Specialists, Case Management Service Coordinators, and Case Management Service Floaters to ensure in-coming calls and walk-ins are addressed along with Supervision of all case management duties, assigns work and reviews progress; evaluates performance.
• Ensure consumers, families, and service providers receive follow up and resolution to inquiries.
• Participate in the recruitment, interviewing, and hiring of direct reports; assigns work and reviews progress; evaluates performance.
• Develop subject matter expertise, mentor, and coach among staff; promote professional development opportunities.
• Build and foster relationships with stakeholders, including consumers, family members, service providers, community-based organizations, and agencies that support the regional center system.
• Facilitate problem solving in complex situations and make yourself available to the public to resolve matters while embodying problem solving, solutions, and customer service.
• Oversee the development of program plans for assigned unit; monitoring and evaluating these plans and revising them as necessary.
• Ensure documentation, forms, and reports in accordance with regulations and NLACRC's Performance Standards, policies, and procedures.
• Attend public meetings, workgroups, committees, and orientations.
• Identify barriers to service delivery and implement culturally sensitive strategies that embody empathy, trust, and respect; comfort working in underserved and non-traditional office settings to meet our community needs.
• Rotate Supervisors On-Call duties with the leadership team; assisting co-workers with special projects and unique situations; provide case-coverage to other units as needed depending on the business needs of the organization.    
• This position serves consumers 22+ years of age. 

Compensation

This position is exempt. Salary range $84,257.00 - $113,746.96.

Education & Experience

• Bachelor's Degree in Social Work, Sociology, Psychology, or a related field in health and human services and 5 years of Regional Center experience is required.

OR

• Master's degree in Social Work, Sociology, Psychology, or a related field in health and human services and 2 years of related professional experience is required.

OR

• Master's Degree in an unrelated field, 3 to 5 years of related professional/leadership experience, 3 years of professional experience should include service coordination at a Regional Center or related experiences and previous experience with mental health/dual diagnosis, crisis intervention, and knowledge of forensic/judicial systems, diversion, probation, etc. highly preferred.

Skills and Abilities

• Understanding of family systems and appreciation for person-centered planning and thinking.
• Empowering staff to achieve their professional goals.
• Knowledge of intellectual and developmental disabilities.
• Good organizational skills.
• Demonstrated ability to work independently and cooperatively as a part of an interdisciplinary team.
• Excellent verbal and written communication skills.
• Proficiency with MS Word and MS Outlook.

 Essential Requirements

• Requires oversight of service coordinators who are primarily community-based and in the office.
• Must be comfortable supporting staff in the field or working remotely and being available to staff.
• Frequent telephone, virtual, and out-of-office meetings are required.
• Valid California Driver's License and reliable transportation, or acceptable substitute, required.
• Upon job offer acceptance, candidates will be required to show proof of COVID-19 vaccination.
  • Accommodations may be requested for a religious or medical exemption from the COVID-19 vaccination requirement.

NLACRC Offers an Excellent Benefits Package

• Most positions are offered a hybrid – remote option
• Flex-schedule, including every other Friday off
• Robust Medical, Dental & Vision offerings
  • No cost for employee only plans
• Various Insurance and Retirement plans
• Eligibility for:
  • Service Loan Forgiveness program
  • Tuition Reimbursement Program
• PTO – Eligible for 3 weeks of accrued vacation in the first year, 8 hours per month sick time, education, wellness, and sabbatical time
• Holidays – NLACRC offers 12 paid holidays throughout the year

Professional Development Opportunities & Growth

NLACRC values the professional development of staff! Many Consumer Services Supervisors gain experience and enter into Manager or Director positions.

Diversity, Equity, and Inclusion

At NLACRC, we value and celebrate diversity! In September 2021, NLACRC launched an initiative to enhance and strengthen our commitment to diversity and belonging.

The Organization

North Los Angeles County Regional Center “NLACRC” is a private, non-profit agency that is contracted with the State of California, Department of Developmental Services, to provide services to individuals with intellectual and developmental disabilities. NLACRC is one of the largest regional centers in California and has proudly served the San Fernando Valley, Santa Clarita Valley, and Antelope Valley since 1974. We serve individuals across the lifespan from infants and toddlers, school age children, transition-age youth, to adults and aging adults.

NLACRC is an equal opportunity employer. Further, NLACRC will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.