Bargaining Unit: Use for all Job Titles
Class Code: 072217

Education and Experience: Graduation from an accredited college or university with a master’s degree in a social or behavioral science field, special education, nursing, health care management, or business management, or other related field; and at least four years of professional program services management and supervisory work, of which two years must be in an setting serving individuals with disabilities.

Substitution of Education for Experience: None.

Substitution of Experience for Education: Additional qualifying full-time experience may be substituted for the required education, on a year-for-year basis, to a maximum of two years.

Other Requirements: Necessary Special Qualifications: None.

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Job Overview: Summary: Under general direction, is responsible for administrative intellectual and developmental disabilities program operations and managerial work of considerable and unusual difficulty; and performs related work as required.

Distinguishing Features: An employee in this class directs all aspects of case management; and the supervision of community homes program directors for operations of community homes, for individuals with intellectual and developmental disabilities.

Work involves review, coordination, and management for the development of individual program plans inclusive of an assessment process related to health, safety, and active treatment services in an ICF/IID home. Employee is responsible for intermediate level of conflict resolution and problem solving of considerable difficulties.

Work Activities: Evaluating Information to Determine Compliance with Standards:

  1. Ensures that all activities related to compliance with state licensure regulations are completed according to standards.
  2. Serves as a member of an internal survey team to assess the quality of services to ensure that they meet best practices and federal regulations.
  3. Evaluates the facilitation of programmatic meetings to ensure that all components of treatment are being discussed and appropriate interventions are planned.

Inspecting Equipment, Structures, or Materials:

  1. Inspects therapeutic equipment and personal mobility devices to ensure that they are clean, safe, and in proper working condition and accessible to the person.
  2. Inspects equipment and appliances used in the homes to ensure that they are clean, safe, and in proper working condition.
  3. Inspects vehicles used to transport persons served to ensure that they are clean, safe, and in proper working condition.
  4. Monitors home environment to assess the safety and cleanliness to ensure the health and well-being of persons served.

Making Decisions and Solving Problems:

  1. Supervises the resolution of problems such as issues with program implementation, implementation of activities, and scheduling.
  2. Observes subordinates’ attempts to resolve problems and provides guidance as necessary.
  3. Ensures that decisions made are person-centered and customer-focused.

Establishing and Maintaining Interpersonal Relationships:

  1. Facilitates and develops relationships with community resources to maximize opportunities for natural supports for persons served.
  2. Utilizes current resources to ensure program implementation and the safety and well-being of persons served.
  3. Facilitates positive relationships with neighbors, persons supported, and their support staff to effectively solve problems and reported concerns.

Developing and Building Teams:

  1. Promotes person-centered practices in the daily operations of the homes.
  2. Emphasizes the importance of person-centered thinking to focus subordinates on the needs, desires, and best interests of persons served.
  3. Creates an environment that encourages a team approach among both subordinate staff and other disciplines.

Resolving Conflicts and Negotiating with Others:

  1. Resolves complaints submitted by persons served and/or their family members/conservators or employees.
  2. Facilitates conflict resolution for incidents which do not rise to the level of involvement of human resources nor require the attention of upper management.

Provide Consultation and Advice to Others:

  1. Provides technical or functional information at management and a variety of other meetings in the absence of supervisor.
  2. Provides consultation for development of regional and department-wide policies for program operations of the homes.

Interpreting the Meaning of Information for Others:

  1. Discusses the results of survey findings and develops plans of correction in accordance with federal regulations.
  2. Explains new policies and processes to subordinate staff and confirms that they understand and are implementing the new information correctly.

Scheduling Work and Activities:

  1. Oversees the scheduling of employees to ensure that staffing ratios are met and overtime costs remain within budget constraints.
  2. Oversees the scheduling of community outings to ensure that the interests of persons served are met and that they are part of their community.

Assisting and Caring for Others:

  1. Provides direct support for persons served in extenuating circumstances.
  2. Provides encouragement and emotional support to subordinate staff during times of crisis and during end-of-life care to maintain optimal support for persons served.

Guiding, Directing and Motivating Subordinates:

  1. Works with subordinates to develop individual performance plans that meet state performance management guidelines.
  2. Ensures that subordinates who are also supervisors complete performance documents in a timely manner and in accordance with state guidelines.

Documenting/Recording Information:

  1. Performs random audits of records created by subordinates to ensure that activities are being conducted and documented according to state and federal regulations.
  2. Submits a summary of findings resulting from monitoring visits of community home sites.

Communicating with Persons outside Organization:

  1. Promotes program services to other community organizations, vendors, and other outside entities, reflecting a positive image of the Department.
  2. Develops effective relationships with neighbors and community organizations, encouraging them to include persons with intellectual disabilities in their activities.

Training and Teaching Others:

  1. Ensures that all required training for subordinates is completed by deadlines.
  2. Trains staff and conducts presentations for others in both formal and informal settings.

Interacting with Computers:

  1. Interacts with staff, family members, and others through e-mail.
  2. Uses computer software to complete on-line training and develop presentation materials and surveys to collect information for quality improvement.

Judging the Qualities of Things, Services, or People:

  1. Observes staff implementing programmatic plans to ensure that they are being implemented as written.
  2. Observes staff engaged in activities with persons supported in the homes to determine if quality of services is appropriate and can be improved upon.

Getting Information:

  1. Gathers information through observation and investigation of complaints from conservators, families, and persons supported to discuss with supervisor and/or subordinates.
  2. Gathers reports and spreadsheets from multiple disciplines (i.e., nursing, case management, etc.), for review and follow-up.

Monitor Processes, Materials, or Surroundings:

  1. Monitors reports and documentation to ensure that state and federal requirements and deadlines are met.

Coaching and Developing Others:

  1. Encourages subordinates to develop problem-solving skills through positive role-modeling and mentoring.

Staffing Organizational Units:

  1. Approves applicants recommended for hire by subordinate supervisory staff.

Updating and Using Relevant Knowledge:

  1. Keeps abreast of best practices in the field of intellectual disabilities through research and by attending conferences, web-based trainings, and staff meetings.

Communicating with Supervisors, Peers, or Subordinates:

  1. Communicates regularly with other staff through e-mail, phone calls, in-services, and written communication.

Thinking Creatively:

  1. Employ creative solutions to programmatic situations, taking into account budgetary, time, and manpower challenges.

Developing Objectives and Strategies:

  1. Develops strategies, using a team approach, to remove barriers to systemic processes identified through monitoring and data review.

Organizing, Planning, and Prioritizing Work:

  1. Plans work so that time is managed wisely and activities are accomplished efficiently.

Selling or Influencing Others:

  1. Markets services to individuals and/or their conservators who are in need of services and provides tours of the homes.

Coordinating the Work and Activities of Others:

  1. Creates and leads sub-committees to accomplish special projects.

Performing for or Working Directly with the Public:

  1. Provides informational tours of the homes for the public as requested.

Competencies (KSA’s): Competencies:

  1. Innovation Management
  2. Problem Solving
  3. Conflict Management
  4. Building Effective Teams
  5. Customer Focus
  6. Motivating Others
  7. Humor
  8. Planning
  9. Interpersonal Savvy
  10. Drive for Results


  1. Intermediate knowledge of customer and personal service to build relationships in the community and resolve problems with persons served and/or their family members/conservators
  2. Advanced knowledge of education and training to develop training and train trainers to introduce new systemic procedures
  3. Advanced knowledge of public safety and security to be able to teach and implement emergency response systems to maintain the safety of persons served and staff


  1. Intermediate active listening skills to ensure that pertinent information is collected so that appropriate action can be taken
  2. Intermediate critical thinking skills to make appropriate decisions which will have the desired impact and effect on others and to solve complex problems with systemic impact
  3. Intermediate monitoring skills to ensure that all staff are following state and federal standards and that processes are effective in providing home services which optimize the safety and well-being of persons served
  4. Intermediate reading comprehension skills to ensure that information is understood correctly so that appropriate action can be taken
  5. Advanced writing skills to communicate clearly and effectively so that the intended audience will understand
  6. Intermediate coordination skills to ensure that all components of the Individual Support Plans are carried out and for preparing for and facilitating meetings
  7. Intermediate instructing skills to facilitate trainings and meetings and to pass directives to subordinates
  8. Advanced negotiation skills to resolve conflict and complex issues
  9. Basic service orientation skills to develop community resources which promote inclusion of people with intellectual disabilities
  10. Intermediate complex problem-solving skills to resolve issues with day-to-day program operations
  11. Intermediate personnel resources management skills to assign special projects and develop motivational campaigns
  12. Intermediate time management skills to prioritize tasks for self and others


  1. Deductive reasoning
  2. Inductive reasoning
  3. Oral Comprehension
  4. Oral Expression
  5. Problem Sensitivity
  6. Written Comprehension
  7. Written Expression
  8. Speech Clarity

Tools and Equipment Used:

  1. Personal Computer
  2. Telephone/Cell Phone
  3. Calculator
  4. Printer/Copier/Scanner
  5. Video Camera/Camera
  6. Fax Machine
  7. State Vehicles
  8. PowerPoint Projector


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