Manager Information & Assistance - New Jersey (Remote/Field)

Duties & Responsibilities :

• Manages daily program / project functions in respective market, serves as representative to state clients.
• Performs support broker supervisor 1 or support broker supervisor 2 functions as needed.
• Coordinates internal resources to ensure programmatic deadlines are met.
• Serves as national subject matter expert on Information & Assistance Services, supporting other I&A programs as necessary.
• Prioritizes contract compliance and adherence to program policies and procedures.
• Assesses best practices, provide technical assistance to colleagues and clients.
• Prepares and presents written reports and materials as directed.
• Facilitates and attends stakeholder outreach, training and marketing events in communities served by Public Partnerships.
• Supervises and mentors support brokers, supervisors, and support staff.
• Assesses staff knowledge, skills, and abilities relative to operational requirements.
• Provides subject matter expertise and operational support in recruiting, screening, hiring, training, and performance management of support brokers and supervisors.
• Develops training materials and curriculum (system user guides, PowerPoint presentations, tutorials, helpful hints, etc.

to promote staff development and job performance.

• Deliver trainings to staff on a regular and ongoing basis.
• Oversees, facilitates, participates, or contributes to workgroups and special projects as necessary.
• Maintains program policies, procedures, and internal controls, with respect to I&A services.
• Responds to escalated state program office, support broker, participant and other stakeholder inquiries, complaints, and grievances.
• Coordinates and performs quality management, including internal audits and other quality control activities.
• Documents and reports all participant / representative complaints regarding Public Partnerships services using required reporting processes and systems.
• Oversees I&A training, reporting and follow up on allegations or reports of suspected fraud, abuse, neglect, and exploitation.
• Oversees maintenance of I&A program documentation of services provided in accordance with applicable policies and procedures.
• Oversees I&A service time capture and billing / invoicing of services.
• Other duties as assigned.

Required Skills :

• Excellent personnel and project management
• Supervisory, communication, presentation, and office technology skills.
• Ability to work well independently with minimal supervision, leading a remote team structure.

Qualifications :

• Related BA or BSW degree or 5 years’ experience required, Master’s preferred.
• Minimum five years of experience working with individuals with disabilities and / or persons who are elderly.
• Three (3) to five (5) years of experience leading and effectively managing human services staff, including two (2) years of experience managing supervisors.
• Experience managing statewide health and human services for persons with disabilities and / or senior citizens preferred.

Working Conditions :

• Traditional office setting.
• Some in-state and out-of-state travel required.
• Must be within 4 hours commute to office located in Parsippany for ad hoc meetings and trainings.

Supervisory Responsibility (If applicable) :

Direct supervision of Support Broker Supervisors located in office and / or remote work settings.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification.

It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified.