Program Manager

Support Solutions Of The Mid South Knoxville , TN 37902

Posted 3 weeks ago


To provide supervision and coordination of residential, day and personal assistance supports for persons served. This position will act as liaison between Direct Support Professionals, and administration for the day to day operation of the assigned areas. This includes ensuring that person(s) served needs are met, staffing ratios are correct, staff are properly trained, and documentation is complete and accurate and that all areas of responsibility meet state and licensure requirements.


Record Supervision

  • Meet with representatives from each home weekly to review shift documentation for completion, accuracy and appropriateness. Develop and adhere to schedule to ensure that the process is efficient.

  • Provide initial and ongoing training to Direct Support Staff on documentation requirements.

  • Provide initial and ongoing training to Direct Support Staff on strategies for planning appropriate community based activities for service recipients.

  • Maintain and effective system for tracking receipt of shift notes.

  • Provide accurate CB Day billing information to the Finance Department monthly.

Home Supervision

  • Assist with supervision, evaluations, completion of disciplinary actions, hiring of Direct Support Professionals in the locations assigned, with input and approval of the Assistant Program Director and/or Regional Director.

  • Attend planning meetings as required. Also participate in the development of person(s) served plans of care (ISP or PCSP) and activity calendars. Document progress in monthly reviews. Assure community supports are in accordance with the plan of care.

  • Schedule and hold regular staff meetings and staff training (agenda items to include proper implementation of person(s) served programs, company policies and procedures, orientation of new staff, to include job shadowing). Assure that communication is maintained with all staff. Assure appropriate coverage of all shifts and the completion of all duties.

  • Assure that all aspects of the person(s) served records (hard copy and electronic) are current and conform to all regulations and standards. Including review of Electronic Records daily to assure that daily notes are entered by all staff in the home and meet expectations of funding sources.

  • Assure that all required/recommended medical appointments are completed; assure that staff coverage is arranged to accompany person(s) served to appointments, and assure communication to all staff regarding that appointment. Any follow up appointments should be documented in the electronic record.

  • Assure that all incidents are reported according to policies and procedures in a prompt and timely manner. 8. Assist with internal and external investigation requests, including documentation requests and coordinating staff interviews.

  • Maintain records and security for personal and company funds (ex. food stamps, personal spending, and business checks). Maintain an inventory of person(s) served possessions. Procure additional items as needed and approved.

  • Maintain expenditures within the approved budget for assigned homes and maintain and monitor the use, condition, availability, and storage of all furniture, appliances, and other household resources.

  • Maintain a safe and clean home in accordance with all standards; this includes the vehicle as well.

  • Monitor the acquisition, use, availability, preparation and storage of all food and household supplies, to include labeling food.

  • Approve and post weekly/monthly menus; assure substitutions are recorded.

  • Assure that monthly fire and emergency drills are conducted and properly documented according to policy and procedures.

  • Complete and disseminate weekly/monthly activity calendars which include all appointments, outings, events, in-services, meetings, etc. that are scheduled for the time period. Note revisions as necessary.

Program Supervision

  • Ensure that training specific to the needs of the individual is completed for all staff before they work with any person served. Coordinate any behavior or therapy training for new staff. Ensure the prompt implementation of service plans/ prior authorizations, Behavior Support Plans, ISP/plans of care, therapy plans for persons served.

  • Ensure that supervision visits are completed and documented. This includes three (3) unannounced visits in each home and one (1) unannounced visit during community based day services for each individual Monthly Follow up on identified issues. Also follow up on identified issues from Quality Assurance visits. Supervise employees, including completion of evaluations and disciplinary actions. Make recommendations regarding hiring and termination of employees.

  • Program Manager may be required to cover a shift if/when subordinate staff is unavailable.

  • Program Manager is on call and is responsible for maintaining a cell phone 24/7 to ensure accessibility. Program Manager is required to respond to all calls within 30 minutes from Staff /Management regarding staffing call outs, aggression, physical violence, property damage due to behaviors and incidents requiring law enforcement or emergency medical intervention.

  • May give telephonic guidance; however, personal attendance to a crisis may be required at any time. Assist Direct Support Professionals in managing incidents and emergencies. Follow up to ensure that incidents are reported according to policies and procedures in a prompt and timely manner.

  • Review and approve staff schedules to ensure proper coverage and minimize overtime. Check and approve employee timecards.

  • Review activity calendars and shift notes (electronic and hard copy). Ensure content of documentation is complete and appropriate. Ensure monthly summaries are completed. Monitor utilization of electronic records system. Ensure his/her training is completed in a timely manner.

  • Assist with transitions and admissions to all programs that Support Solutions provides.

  • Encourage high productivity, commitment and cooperation by sharing information through candid, clear and timely communication.

  • Contribute to the smooth administration of Support Solutions operations by performing other duties/task as assigned.

  • Encourage customer satisfaction through regular contact with persons served, conservators, families and external stakeholders.

  • Schedule and track all medical and therapy appointments, to include follow-up via persons served electronic records. Assist with maintaining medical and therapy grids and Support Solutions follow-up, as required.

  • Ensure persons served, nursing, and team members are informed of all appointments or assessments for the Person served. All appointments and follow-up should be noted and maintained within the persons served electronic record or via hard copy when necessary. Assist with appointments when appropriate.

  • Provide documentation, as needed, to external entities to ensure supports for persons served.

  • Document meetings outcomes and review each Service Plans or Plan of Care draft for errors for needed revisions. Contact Support Coordination or ISC Entity for corrections. Insure all information is uploaded and maintained within the persons served electronic records.

  • Ensure weekly and monthly documentation is reviewed and filed in a timely manner. Review persons served monthly reviews for content and accuracy, and then provide to persons served Support Coordination or ISC Entity.

  • Save appointment consults as attachments to T-Log in Therap. Receive all consultation forms, upload to Therap and send S-Comms to nursing for review.

  • Communication medical appointment information via S-Comms.

  • Enter annual and amendments for ISPs and Plans of Care, including outcomes/action steps as ISP programs in Therap.

  • Generate monthly reviews and forward to ISCs.

  • Respond to S-Comms within 24 hours (next business day).


Must have a high school diploma or equivalent. College attendance is a plus. Must have a minimum of three (3) years of supervisory/ management experience in providing supports for people with intellectual disabilities. Excellent communication skills and self-directed responsibility are expected. Must have the desire and skills to mentor team members.

Must have proficient computer knowledge. Must have a valid drivers license and maintain a valid drivers license and acceptable driving record throughout employment with Support Solutions. Must meet state and local requirements regarding criminal background check, sexual offender check, abuse registry, drug screening and felony offender listing. Must meet all training requirements and keep training current.


Valid state-issued Driver License

Valid automobile insurance (this must be maintained throughout employment if required.)

Maintain applicable certifications, such as CPR, First Aid, crisis management, medication certification.

Support Solutions is an Equal Employment Opportunity (EEO) employer who is committed to diversity. Support Solutions does not discriminate in employment opportunities, decisions or practices on the basis of race, color, religion, sex, sexual orientation, genetics, national origin, age, mental or physical handicap or disability, citizenship, gender identity, veteran status, or any other characteristic protected by law. Support Solutions will make reasonable accommodations for qualified individuals with known disabilities; unless doing so would result in an undue hardship. This policy governs all aspects of employment, including hiring, job assignment, promotion, compensation, discipline, termination, and access to benefits and training.


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Program Manager

Support Solutions Of The Mid South