Regional Services Manager in New Brunswick, New Jersey at Hyacinth Foundation A New Jersey

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 volunteers in different communities and communicate with the Time Out Coordinator to schedule volunteer assistance. Assist with the facilitation of volunteer training programs and general education for staff and volunteers.

· Prepare monthly reports in accordance with agency policies and procedures. The Regional Manager will review all staff monthly reports to ensure that staff are meeting grant objectives, both programmatic and fiscal.

· The Regional Manager will work with the Director of Regional Services to ensure that staff are providing services that meet the quality standards determined by the agency. The Regional Manager will work with staff to develop and implement quality improvement plans.

· The Regional Manager will be responsible for regional petty cash funds and will monitor spending closely. Monthly petty cash expenditures will be documented and forwarded to finance for reimbursement.

· The Regional Manager will be responsible for regional petty cash funds and will monitor spending closely. Monthly petty cash expenditures will be documented and forwarded to finance for reimbursement.

15%

Hyacinth Representation / Advocacy

· The Regional Manager will serve as the primary liaison with the community and will actively seek and identify individuals or groups requiring Hyacinth services. The Regional Manager will coordinate the development and implementation of outreach activities. He/She/They will plan and oversee monthly support events, including recreational, educational and supportive events.

· Attend, participate in, and lead staff meetings and supervisory conferences

· Maintain working relationships with other community providers

· Observe established administrative procedures

· Provide written reports and maintain statistics as required

· Represent the agency at community events, meetings, and conferences

· Adhere to Hyacinth policies and procedures including customer confidentiality provisions

5%

Training and Certifications

· Attend and participate in staff training opportunities

100%

Total

Other Duties

• Commitment to Hyacinth philosophy

• Access to currently registered car and a valid driver's license a plus

===============================================================================

Demonstrates understanding of objectives, duties, and responsibilities in accordance with the job description.

§ Understands job responsibilities and keeps current on skills and information needed to meet new challenges

§ Works with director on areas of job responsibilities that are unclear.

Delivers quality results and balances priorities to meet all project and team commitments in a timely manner.

§ Serves as a steward of the public's trust and money.

§ Takes responsibility for timely decisions and actions.

§ Routinely checks for accuracy in his/her/their own work.

§ Evaluates how well an event or program was completed (i.e. attendance and target audience specifications, asks customers to rate effectiveness, asks people what was good and what can be better next time).

Disseminates relevant information about decisions, plans and activities to supervisors

§ Informs director about decisions that affect work.

§ Recognizes problems and complaints and escalates to directors when necessary.

Required Qualifications

Required Minimum Education: Bachelor's Degree Other: Supervision experience

Required Years of Related Experience: 2-4 years

· A minimum of two years' experience in the field of HIV / AIDS

Required Knowledge, Skills and Abilities:

(Include any required computer skills, certifications, licenses, languages, etc.)

· Demonstrated ability to work with people from diverse backgrounds and interests.

· Speaks and writes English professionally and excellently

· Microsoft Word, Excell, Powerpoint, Oulook 356

· Result oriented and can adapt to change

People Management Experience:

Indicate whether supervisor/people management experience is required.

· Not applicable

Required Years of People Management Experience:

· Not applicable

Preferred Qualifications

Preferred Minimum Education:

§ Master's Degree

Other:

§ Preference may be given to candidates whose background is similar to the target population, or individuals with other experience or direct knowledge of HIV

Preferred Area of expertise:

§ Program Supervision

§ Staff Supervision

Preferred Related Industry Experience: HIV education, care & treatment, Trauma Informed Care, Entitlement Benefits

Preferred Knowledge, Skills and Abilities:

(Include any preferred computer skills, certifications, licenses, languages, etc.)

• Proficiency in professional written and verbal communication in English, critical thinking and decision-making skills

• Effective leadership skills

• Experience in trauma informed approach

• Ability to provide quality management