Administrative Operations Manager

Independent Case Management Little Rock , AR 72215

Posted 2 months ago

Organizational Summary

ICM is a not-for-profit organization that provides home and community-based supports to individuals with intellectual and developmental disabilities (IDD) throughout the state of Arkansas. Created in 1988, ICM began as a pilot project in partnership with the State of Arkansas to implement a 1915c Medicaid home and community-based supports waiver for people with IDD. Today, ICM supports over 280 people with IDD and has approximately 600 employees. The majority of funding stems from Medicaid services that ICM provides to people with IDD within their homes and communities. Other state-wide services include therapies for children with autism, an innovative community center in Little Rock, foster care, and employment supports for people with IDD. To support pre-employment skill readiness, ICM owns and operates three retail stores in Little Rock and a fried pie manufacturing business in Prescott. The main administrative office is located in Little Rock, Arkansas.

Primary Duties and Responsibilities

  • Oversee all front desk administration

  • Order and sign for supplies

  • Make copies of documents upon request

  • Coordinate and mail all employee birthday cards and employee tenure recognition certificates

  • Answer phones and address callers' requests

  • Offer customer service on behalf of the organization to supervisors, field staff and customers

  • Write office correspondence upon request from supervisors

  • Conduct audits of agency records when requested

  • Coordinate facility, meals, handouts, etc. related to periodic trainings and meetings.

  • Responding to security alarm calls and emergencies and using professional judgment to make decisions regarding emergency situations

  • Supply Requests through PASSE - this requires Excel

  • Monthly Social Security receipt organization

  • IT Liaison - coordinate all equipment and devices for the agency, troubleshoot IT issues, maintain IT supplies, work directly with 3rd party IT vendor

  • Psychological eval coordination and billing

  • Provide support and administrative assistance to CEO and CFO

  • Cell phone administrator

  • Facility manager at the Merrill & Kanis buildings.

  • Organization of meals for events

  • Monthly Expense Report preparation

  • CPR/First Aid/AED Instructor

  • Other duties as assigned

Key Competencies

  • Quality decision making

  • Effective communication

  • Superior problem solving

  • Interpersonal effectiveness

  • Receptive to feedback

  • Positive work ethic

  • Instills trust

  • Administrative effectiveness

  • Quality management

General Requirements for All ICM Employees

  • Understands and endorses ICM's mission and vision

  • Follows all ICM policies, procedures, and Standard Operating Procedures (SOPs) and asks for clarification and explanation when needed

  • Understands and complies with all HIPAA regulations

  • Maintains a clean and orderly work environment

  • Must have a high school diploma or equivalent (some positions require additional education)

  • Maintains prompt and regular attendance

Job Requirements

  • Proven experience as administration manager

  • In-depth understanding of office management procedures and departmental and legal policies.

  • Familiarity with financial and facilities management principles.

  • Familiarity with IT coordination

  • Proficient in MS Office and Excel.

  • An analytical mind with problem-solving skills.

  • Excellent organizational and multitasking abilities.

  • A team player with leadership skills.

  • Contributes to team effort by accomplishing related results as needed.

Work Schedule

Primarily, the days and hours will be Monday - Friday 8 am to 4 pm. Some weekends and evenings as needed. Hours and workdays will vary to accommodate the needs of the customer and ICM. Overtime is sometimes necessary so flexibility to work more than the regular schedule is needed.

Travel to other ICM locations, conferences and other work-related activities may sometimes be necessary, but should not exceed 10% of the time.



  • High School Diploma or GED required

  • Bachelor's or Associates degree in business or management preferred.

  • Valid driver's license required


  • Must be 18 years of age or older

  • Minimum 1 - 3 years' experience in role

  • Industry and management experience a plus

Essential Technical/Motor Skills:
  • Must be able to successfully use technology such as a telephone, tablet, computer, etc.

  • Must be able to drive an automobile.

Why Work at ICM?

An opportunity to innovate and increase the quality of supports for people with disabilities.

  • The community supports system in Arkansas for people with intellectual and developmental disabilities (IDD) recently experienced its biggest change in over 30 years with the implementation of managed long-term services and supports. Along with this change was the creation of a new type of managed care organization, called the Provider-led Arkansas Shared Savings Entity (PASSE), whereby provider ownership must be 51% or greater. There are currently three managed care entities responsible for managing the medical, and home and community-based services (HCBS) of ~40,000 people with IDD and behavioral health (BH) conditions.

  • ICM holds equal ownership interest with five other entities in Empower Health Solutions, one of the three PASSEs. The flexibility offered through the new system along with ICM's board membership has created a unique opportunity for our organization to drive systemic-level changes in the IDD/BH system.

  • As a people-driven organization, we are continuously exploring ways to enhance the quality of supports we provide while also contemplating ways to expand our outreach. In addition to our IDD supports, autism services, and specialized foster care, we hope to expand services to people with BH conditions and aging adults in the future.

An opportunity to be a part of an exciting and progressive organization.

  • Working at ICM is more than a career, it's a calling. We believe that all people are equal and should have opportunities to live the lives they choose. Drawing upon the tenants of social role valorization and the human capabilities approach, we strive to support people in becoming more independent while also helping them acquire valued social roles in their communities by connecting them to new opportunities.

  • At ICM, we do not wait on opportunities, we create them. When we were told by a large international retailer that they wanted to hire people with disabilities, but certain skills were necessary, we built retail stores to offer prevocational training as a step towards integrated employment. When we realized that people with disabilities were struggling to find jobs in an economically depressed area of Arkansas, we purchased a Fried Pie manufacturer and created jobs. When we discovered that many children within the foster care system have disabilities, we successfully advocated on their behalf for the creation of a specialized foster care program.

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Administrative Operations Manager

Independent Case Management