Regional Services Manager

Description

General   Responsibilities 

Hyacinth AIDS   Foundation’s mission is to help people live with HIV, stop the spread of the   epidemic, and serve as a critical voice in the public debate surrounding AIDS   in New Jersey. The following foundational behaviors are expected as an   employee of Hyacinth: 

Service/Customer   Services 

Consistently   demonstrates respect, responsiveness, and professionalism towards others   while providing superior service for our customers 

· Treats each customer as a priority 

· Respects each customer’s right to quality   service, confidentiality, and dignity. 

· Works with co-workers to ensure integration of   services 

· Displays a welcoming, helpful attitude to customers 

· Establishes and maintains personal boundaries in clinical   supervision with customers or co-workers

Community/Teamwork   

Actively cooperates   within the region and/or program and participates in the constructive   resolution of conflict. 

· Focuses on improving communication and collaboration 

· Tries to understand the other person’s point of   view when there is a challenge 

· Works with all regional staff to provide a full continuum   of services to customers. 

· Understands local community resources and can make   appropriate referrals. 

· Is clear and tactful when collaborating and working with   others. 

Leadership

Assuming   responsibility for one’s own self in the workplace and exhibiting commitment   to the customer and agency. 

· Takes pride in his/her/their work 

· Advances Hyacinth’s reputation for excellence. 

· Incorporates boundaries and ethical guidelines into   decision making. 

Employees of   the Agency may learn certain facts about individuals being served by the   Agency that are of a highly personal and confidential nature. Examples of   such information are medical conditions, sexual orientation, relations with   family members and other individuals. All such information must be   treated as completely confidential. All staff are required to conform to the   Health Insurance Portability and Accountability Act of 1996 (HIPAA)   guidelines which require the protection of personal health information.

Position Summary

Under the Supervision of   the Director of Regional Services performs assigned duties related to the   supervision, implementation and evaluation of all regional customer services   programs.

Major   Duties & Responsibilities

Approximate Percentage   of Time

Tasks/Duties/Responsibilities

60%

Customer   Services

· The   Regional Services Manager will provide leadership within the regional   office. He/she/they will serve as the   senior staff person in the office and will be expected to troubleshoot customer   and human resources issues and, as such, will possess strong critical   thinking and decision-making skills. Will be expected to participate in team meetings with other managers   and directors. Is also expected to   raise issues with senior management so that they can be identified, discussed   and resolved.

· Oversees   and supervises all staff within the regional office (team leaders and direct   service staff) daily.  The Regional   Manager must have a good understanding of social work theory and be able to   apply theory to practice. Must also be   able to supervise and coach staff associates on customer service delivery.

· The   Regional Manager will enforce a trauma informed approach to all services delivered   in the regional office including, displays in common areas, language used,   and services provided.

· The   Regional Manager will provide quality assurance for a specific service across   the agency. 

· The   Regional Manager will oversee initial customer intakes on all new consumers   of Hyacinth services. He/she/they must   work with staff to ensure inter-office referrals to staff/services deemed   appropriate for the customer through the intake process.

· The   Regional Manager will conduct Customer Case reviews to ensure appropriate   linkage and follow-up on all customer referrals twice a month. During this process the Regional Manager   must be able to direct and coach staff to ensure that customers are receiving   the full continuum of services that they need.

20%

Reporting   / Monitoring 

· Establish,   maintain and update customer case records using approved agency forms and   procedures. Ensure confidentiality of   all records.

· Monitor   the need for vol