Senior Service Manager

### Position Summary: Under the guidance of the Senior Services Director, this position coordinates and facilitates all aspects of the program’s performance and quality improvement activities, including serving as the CRR point person for the senior services programs. Assists in the coordination and monitoring of day-to-day service delivery and program operations within the Senior Services programs. Provides direction and leadership to staff to ensure full compliance with all Administrative Codes that govern the Illinois Department on Aging (IDOA), including Title 89: Social Services Chapter II: Department on Aging Part 240 Community Care Program, In-Home Services and Adult Day Services. ## Essential Duties and Responsibilities Include the following, other duties as assigned: **** *Program Operations* Maintains thorough knowledge of IDOA Adm. Code Title 89: Social Services Chapter II: Department on Aging Part 240 Community Care Program, In-Home Services and Adult Day Services, in order to ensure that the program is in full compliance with requirements. Assists in the coordination and monitoring of day-to-day service delivery and program operations within Home Care Services and Adult Wellness Center, including but not limited to coordinating and monitoring intake, case transfer and assignment processes, service delivery processes. Ensures that all participant, private pay participant, and program-level personnel files are well organized, accurate and up-to-date to reflect all activities, according to IDOA and IDPH requirements. Supports the billing specialists with IDOA/MCO billing processes, including private pay, when needed. Performs other duties, as assigned, to support program operations. *Participant Service Delivery* Responsible for assisting the Director in monitoring and providing ongoing tracking data pertaining to service utilization to avoid gaps/ underutilization of services, staff coverage and service assignments, record keeping/ file maintenance, required supervisory visits and other activities to ensure timely and high quality services. Provides consultation to program staff regarding participant issues to support problem resolution and full engagement in services. Provides regular updates to the Director, including identifying any concerns and providing recommendations for greater efficiency and quality in service delivery. *Performance & Quality Management* Under the guidance of the Director, plans, develops, organizes, implements, and directs all day-to-day performance and quality improvement activities within the program, including serving as the AWC and HCS programs’ CRR point person and overseeing the quarterly internal case record review process. Incorporates the agency mission, philosophy, and core values into daily work and decision-making. Understands and follows Casa Central’s policies and procedures and is able to interpret them as they relate to program and/or staff issues. Is actively involved and knowledgeable of the agency’s Performance Quality Improvement process and supports all PQI activities. Provides leadership to ensure that program staff is adhering to PQI expectations and best practices, in accordance with agency, COA and IDOA CCP Part 240 standards. Ensures staff engagement in agency PQI activities, including Case Record Review, committee participation, and ongoing risk prevention and management activities. Collects, maintains and manages all necessary statistical and program data related to participant service delivery, program operations, and other program information, ensuring that information is up-to-date, relevant and accurate. Utilizes data to identify gaps or needs in service delivery and recommends improvement plans. Assists the Director in the completion of programs’ quarterly and end-of-year dashboard and PQI reports, as needed. Prepares and submits statistical and/or other program (outcome) reports to Director, as requested. Analyzes trends or innovations within the HCS and…