Support Manager - South/Central Orange County

About the role

The Support Manager is responsible for carrying out all directives from the Director of Services, Chief Executive Officer, and Board of Directors. The highest priority is to ensure all IRI service needs are managed in an expeditious and efficient manner.

Responsibilities

• Manage the intake process for new referrals, including contacting the referral source, scheduling and conducting intake meetings, and completing necessary documentation for submission to the Regional Center to secure funding.
• Provide quality case management to people receiving services while ensuring adherence to IRI service parameters, HCBS compliance and Regional Center quality assurance guidelines.
• Oversee and coordinate daily logistics to ensure the seamless delivery of fully inclusive and integrated employment and independent living services.
• Collaborate with the person served and when appropriate, their circle of support, to develop integrated employment related opportunities.
• Communicate and document progress and changes to the person supported and appropriate stakeholders ensuring transparency, collaboration, and alignment with their goals and needs.
• Conduct and document a minimum of two community visits weekly.
• Demonstrate respectful and dignified communication with the people we support and any applicable stakeholders.
• Develop and monitor PBS strategies and plans void of punitive or contingency based consequences.
• Develop individualized support plans for each person supported that demonstrates systematic instructional strategies, identifies mentor supports and is personalized to their needs across all integrated settings.
• Understand, develop, and effectively communicate health and safety protocols—including guidelines from IRI, Regional Center, DDS, and the CDC —to Employment Coaches, ensuring they are understood and consistently practiced.
• Create and submit documentation in accordance with IRI, Regional Center, and DDS requirements. Ensure that ISPs, SIRs, care notes, and other required documents are accurately completed, submitted on time, and meet all regulatory and compliance standards.
• Maintain and update eRSP, Teams, SharePoint, and OneDrive with any caseload-related changes. Conduct regular audits to ensure accuracy, compliance, and proper documentation across all systems.
• Foster strong relationships with people served, employers, and the Regional Center by maintaining open communication and collaboration.
• Distribute stakeholder satisfaction surveys to ensure continued positive engagement and assess areas for improvement.
• Use various software including but not limited to: Microsoft 365, OneDrive, Paycor, eRSP, Teams, Outlook, SharePoint, Power Apps daily.
• Complete Employment Coach performance evaluations upon 90 days of employment and annually.
• Develop and facilitate a bi-monthly staff meeting with their designated team to review various topics including but not limited to providing updates, reviewing protocols, and conducting trainings.
• Provide guidance, counseling, and corrective action as needed to support employee performance, ensure accountability, and foster professional growth in alignment with organizational standards.
• Advocate for the people we support by ensuring equitable access to services, opportunities, and necessary accommodations to promote their success and inclusion.
• Develop and complete Individual Service Plan (ISP) goals and objectives that are Specific, Measurable, Achievable, Relevant and Time-based (SMART).
• Complete ongoing training and certifications related to services, professional development and maintaining proficiency in best practices.
• Manage scheduling responsibilities and logistics by ensuring scheduled shifts on eRSP are accurately updated, assigned and claimed within the designated deadline.
• Support Managers must assign, collect, review, and maintain documentation related to services, billing, payroll, and other administrative records to ensure accuracy, organization, and compliance.
• Complete routine data entry and record keeping by the designated deadlines.
• All other duties as assigned by Director of Services and Chief Executive Officer.

Qualifications

• Bachelor’s degree preferred.
• Minimum of two years’ experience supporting people with disabilities, preferably in community-integrated settings preferred; additional relevant experience will be considered.
• Supervisory and case management experience strongly preferred.
• Credentialed Employment Support Professional (CESP), Person Centered Thinking (PCT), and Association of Community Rehabilitation Educators (ACRE) certifications preferred. Candidates who are not currently certified must become certified within 6-12 months of hire.
• Strong leadership, organizational, and logistical skills.
• Excellent presentation abilities and written communication skills.
• Proficiency in Microsoft 365 applications, including Teams, Outlook, Excel, Word, PowerPoint, and SharePoint.
• Ability to develop and implement Positive Behavior Support (PBS) plans.
• Commitment to full inclusion and integration of each person we support.
• Commitment to integrated living and employment for each person we support.
• Training and experience in Discovery and Person-Centered Planning and Principles.