Position Summary:

• Provide guidance, operational oversight, and programmatic support to ensure effective service delivery  of caregiver support programs and adherence to evidence-based standards.
• Serve as a Master Trainer to support initial and ongoing training for Community Care Navigators, ensuring consistent implementation, program fidelity, and long-term success across licensed sites.

Essential Duties and Responsibilities:

The following description is a general representation of the key duties and responsibilities of the position. 

Program Management and Supervision

• Manage assigned caseload and oversee all program referrals, ensuring appropriate screening, distribution, and follow-up across referral platforms.
• Supervise and provide ongoing training and guidance to Community Care Navigators to ensure high-quality delivery of caregiver support programs, including WeCare, SHARE, Caregiver Relief Programs, and other evidence-based caregiver support services. 
• Ensure program fidelity by monitoring and generating CCIS reports, reviewing case documentation, and maintaining compliance with evidence-based standards and CARF accreditation requirements.
• Provide ongoing supervision, technical support, and coaching to staff to address client needs and enhance program outcomes.

Program Delivery and Client Services

• Provide high-touch, person-centered care planning and consultation services via telephone and computer in alignment with evidence-based protocols and applicable federal regulations (e.g., GUIDE).
• Coordinate and provide services across multiple evidence-based caregiver support programs, including SHARE, WeCare, Best Programs for Caregiving, Caregiver Relief Programs, etc. 
• Build and maintain rapport with clients and caregivers, ensuring consistent communication and quality service delivery.
• Maintain comprehensive, timely, and accurate documentation in client database and other required systems.
• Monitor and report client outcomes, , and identify emerging trends, new resources, and partnership opportunities.
• Promote and integrate the GUIDE program for eligible clients in collaboration with healthcare providers.

Partnerships, Outreach, and Marketing

• Serve as the primary liaison for referrals and partnerships, maintaining an on-site presence as needed and supporting education and outreach efforts.
• Support evidence-based programs through written content, community presentations, media responses, and professional education opportunities.
• Develop and maintain collaborative relationships with internal departments, community organizations, and referral partners to support program goals and service delivery.

Data, Reporting, and Compliance

• Collaborate with billing to reconcile monthly closes and ensure accurate data for financial and performance reporting.
• Prepare and submit monthly, quarterly, and annual data for funders, contracts, and partnership reports.
• Support program audits, including CARF reaccreditation, the annual WRAAA audit, ensuring readiness and documentation accuracy.

Master Trainer Responsibilities 

• As assigned, support initial and ongoing virtual training sessions for licensed sites nationwide, providing technical assistance and fidelity support.
• Develop and maintain educational resources, clinical guides, and training materials for Care Consultants, ensuring accuracy and relevance.
• Support fidelity monitoring and program adaptation by creating tools, summarizing training sessions, and providing feedback to licensed sites.
• Identify training and support needs, coordinate topic-specific sessions, and assist with marketing materials for licensed programs.
• Contribute to national initiatives, including participation in ACL and NDCC meetings and webinars, and assist in planning and executing project-specific workplans.
• Provide data and reporting guidance to licensed sites, including customized report generation and technical support beyond user license capacity.

Core Management Expectations

• Demonstrate financial stewardship by managing resources effectively, overseeing budgets, interpreting financial information and identifying opportunities to improve financial performance and sustainability.  
• Provide effective leadership by developing high-performing teams, coaching and mentoring employees, managing      performance and accountability, fostering engagement, communicating clearly and transparently, leading change, exercising sound decision-making, and promoting continuous learning.  
• Build and maintain collaborative relationships with internal teams, clients, community partners, referral sources, and external stakeholders to strengthen services, support organizational priorities, and advance the mission.  
• Leads effective and compliant operations by overseeing programs, applying quality improvement practices, using data to inform decisions, implementing best practices, improving processes, and effectively managing operational responsibilities and resources. 
• Advance program growth and sustainability by identifying emerging needs and opportunities, improving services and practices, pursuing innovation and implementing strategies that align with organizational goals.  
• Other duties as assigned.

Specific knowledge, training or skills required to perform the duties of this position including specific courses, training programs or required certifications. The requirements listed below are representative of the knowledge, skills and abilities required for the position. 

• Minimum of a bachelor’s degree in social work, or other service-related field.
• Demonstrated knowledge and understanding of the needs of persons with chronic health conditions and their family/friend caregivers.
• Familiarity and adherence to all ethical standards, laws, and regulations pertaining to confidentiality, personal health information, and adult mistreatment.
• Demonstrated sensitivity to diverse populations and age-specific challenges of persons with chronic health conditions and their family/friend caregivers.
• Ability to effectively establish rapport and ongoing relationship with persons with chronic health conditions and their family/friend caregivers over the telephone.
• Knowledge of community services and resources, and procedures for linking families to services and resources.
• Excellent communication, customer service, and presentation skills.
• Able to work independently on most clinical and administrative matters, while seeking consultation and supervisor as appropriate.
• Excellent computer skills and experience with record management systems, Internet, and Microsoft Office.
• Ability to maintain accurate and complete documentation in the web based CCIS record. 

  Previous Experience that is necessary to qualify for this position:

• Minimum of 3 years of experience working with persons with chronic health conditions (preferably older adults) and their family/friend caregivers.
• Prior experience supervising individuals or teams, with the ability to provide direction, support performance, and foster a collaborative work environment. 

Essential Physical Demands and Working Environment

(The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.)

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, keyboard and telephone.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting is required, up to 20 pounds.
• Ability to uphold the stress of traveling.
• Regular, predictable attendance is required, some flexibility with hours.
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.
• Work environment is stressful at times.