Customer support manager Jobs in Carlsbad, CA

Job Description

Job Description : \n\n Location : North Campus Administration - Vista, CA Salary : $70,000 - $90,000 52 WeeksOUR STORY Since 1965, MAAC has been maximizing self-sufficiency with families and individuals through high-quality programs and advocacy in our communities. MAAC employs dedicated staff who provide life-changing services to thousands of individuals annually through programs in five core focus areas : Education, Economic Development, Health & Wellbeing, Housing, and Advocacy & Leadership Development. Through a wide variety of programs, MAAC has grown to become one of the largest nonprofit social service organizations in the community. Learn more about the great things happening with MAAC at http : / / www.maacproject.org / Under general direction, the incumbent monitors sites and plans, coordinates, directs, oversees, and manages for successful implementation of the Developmental Support Services in accordance with the policies, procedures and philosophy of the MAAC Child Development Program and in compliance with the Head Start / Early Head Start Performance Standards and state, federal and local regulations. The Developmental Support Services Manager is responsible for ensuring that program services are provided to children with socio-emotional / developmental needs, their families, and the teachers / providers who support them. The Developmental Support Services Manager provides supervision of assigned staff, as well as coordination of mental / behavioral health consultants and interns. The incumbent will also ensure compliance with all policies, procedures and guidelines as outlined by MAAC and governing regulations and performs related duties as assigned. DISTINGUISHING CHARACTERISTICSThis single position classification has administrative, financial and management accountability for the services to children, families, and classrooms in need of developmental support within MAAC’s Child Development Program. The incumbent will provide leadership and exceptional support services, and implement, coordinate and evaluate services and methods for both staff and families in providing an overall effective infant-family and early childhood mental health, strengths-based developmental approach in the program. The incumbent works within an interdisciplinary team setting with other Child Development Program staff using transdisciplinary care and case coordination protocols that integrate service areas to address identified concerns for children. The incumbent is responsible for developing and implementing short-and long-range plans and strategies for meeting MAAC and the department’s goals and objectives. Duties are carried out with considerable independence within a framework of established regulations, policies, procedures, and guidelines.ESSENTIAL DUTIES AND RESPONSIBILITIESThe duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.Ensures that services to children with special needs and mental health program services are provided to families with children with socio-emotional / developmental needs in accordance with the current Head Start Performance Standards AND any other Federal, State or local regulations that may apply. This includes, but is not limited to, implementation, coordination and evaluations of services and methods for staff and families, and maintenance of a monitoring / documentation system to accurately report services provided, ensuring accurate recordkeeping and reporting of the families and children served.Ensures a high performance, customer service oriented work environment that supports achieving the CDP and MAAC’s mission, strategic plan, goals and objectives; plans, organizes, integrates and evaluates the work of assigned staff; in coordination with staff and other managers develops, implements and monitors work plans to achieve goals and objectives; ; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards; trains and familiarizes staff to job requirements and expectations; conducts and / or attends internal staff and program meetings as needed.Works and coordinates work within an interdisciplinary team setting with other Service Area Managers, CDP Staff, Partner Staff and / or Consultants using a care and case coordination model that integrates multiple service areas to address identified needs and / or concerns for children; participates in agency-wide and department-level monitoring and targeted training, technical assistance and support activities.In conjunction with other managers and program staff, plans and implements parent education programs regarding identified needs, to include positive parenting practices. Coordinates and approves referrals, conducts observations and home visits to assess child and family needs, and offers case coordination, behavioral strategies, and intervention services as needed; provides early childhood mental health trainings and workshops for parents and staff to promote child and family well-being; attends IEP / IFSP and case coordination meetings with families, program specialists and educational staff.Collaborates with external mental health providers, Local Education Agencies (LEAs) and other agencies that provide services to MAAC CDP children and families; participates in the Special Education Local Plan Area (SELPA) meetings; participates in review / revision of the Part B Interagency Agreement, as necessary, and ensures full program compliance at all times.Collaborates with Part C agencies providing services for children 0-3 years old (California Early Start); participates in review / revision of Memorandum of Understanding (MOU) with Part C providers; coordinates referrals and enrollment of infants / toddlers; participates in the review / revision of the Part C Interagency Agreement between San Diego County Early Start and the San Diego County Early Head Start Programs, as necessary.Supports the eligibility determination for children with an identified disability (i.e. valid IFSP or IEP in place) and works in collaboration with ERSEA manager to ensure service delivery to a minimum of 10% of overall enrollment as outlined in the HSPS.Supports the appropriate placement for all children with identified disability and / or special needs within all program optionsAttends meetings, trainings and conferences as needed; establishes relationships and effective referral pathways with community partners, identifying and advocating for child and family needs.Participates in on-going program planning, evaluation, and quality improvement activities.Provides consistent administrative and reflective supervision with staff, utilizing a strengths-based leadership model; provides, ensures, scaffolds, and / or coordinates ongoing individualized staff learning and professional development opportunities; recommends and administers disciplinary action to address performance deficiencies, in accordance with personnel policies; conducts interviews and recommends selections for hire in accordance with MAAC’s human resources operating procedures; reviews and authorizes staff timesheets, leave requests and conducts performance appraisals.Provides technical assistance and direct support services to educational staff regarding children’s behavioral and / or learning challenges; recommends methods of identifying behavioral or learning challenges, promoting positive behavior, and encouraging an optimal learning experience.Coordinates the purchase of adaptive equipment, materials and supplies needed to support full inclusion of children in MAAC’s Child Development Program.Cultural fluency with communities served Bilingual (English / Spanish) speaking, reading, and writing preferred. Attends management, staff, and program planning meetings; participates in mandatory training sessionsConducts home visits as required to address the special needs of children and / or family situations and needs. Performs a variety of summer recess activities, including analyzing outcomes to inform planning; update policies, procedures and service area plans and development of staff training plans and activities May be required to work occasional evenings and weekends as needed Performs other related duties as assigned. QUALIFICATIONS AND SKILLSKnowledge of : Infant-family and early childhood mental health, and early childhood education.Mental Health and Special Education Services resources in San Diego County for children and families.Principles and practices of management and supervision (administrative, and reflective).Principles and concepts related to Human Resources and managing staff.Standard American English, including proper use of grammar, spelling, punctuation, capitalization and word usage.Modern office procedures and practices including proficiency with Microsoft Office, Word, Excel, PowerPoint, and Outlook.Record-keeping practices, legal requirements and electronic records storage systems.Database management and reporting utilizing software such as Child Plus.Ability to : Establish and maintain effective working relationships with the community, management, center directors, teachers, staff, parents, consultants, union stewards and representatives of other agencies and others encountered in the course of work.Exercise sound, expert independent judgment and initiative within policy guidelines.Demonstrate positive regard and sensitivity to persons with special needs.Develop and implement new policies, as well as appropriate procedures and controls.Assess user requirements, set priorities and allocate resources to most effectively meet needs in a timely manner. Work with a wide variety of individuals and groups, demonstrate commitment to diversity in the workplace and accessible services, and relate effectively with children, parents, staff, and local services providers.Communicate effectively orally and in writing. Prepare and present reports, training plans and workshops.Prepare clear, concise, comprehensive and well written correspondence, reports, studies and other written materials.Provide leadership, direction, motivation and support to facilities and other staff members.Plan, organize, estimate, coordinate, assign, review and evaluate the work of others.Read, understand and explain policies and procedures.Operate a computer terminal and computer using word processing, spreadsheet, data bases, and other business software.Interpret, apply, explain and reach sound decisions in accordance with MAAC and division policies and procedures and labor contract provisions.Communicate clearly and effectively orally and in writing.Exercise tact and diplomacy in dealing with sensitive and complex issues and situations.EDUCATION / EXPERIENCE / CERTIFICATIONMaster's degree in Counseling, Marriage Family Therapy, Social Work, Psychology, or a closely related field highly preferredBachelor of Science or Bachelor of Arts Degree in Special Education, Health, Early Childhood Education, Mental Health Services, or related fieldExperience working with low-income families and children. Experience in personnel management, design and organization. Experience working with Children with disabilities and / or mental health services is required.Five (5) years of increasingly responsible experience performing work in program development, community relations and organization that includes a minimum of three (3) years of successful management and supervisory experience and experience working with preschool children and families from low income and culturally diverse backgrounds; clinical and reflective supervision experience is highly desirable.Experience working with State and Federal regulated Child Development Programs is highly desirable.Bilingual (English / Spanish) speaking, reading, and writing. VALUE-BASED BEHAVIORS Listens attentively to others. Asks clarifying questions to gain a better understanding of the other person’s views and underlying assumptionsWorks effectively in a team environment and actively participates in joint problem solving; willingly cooperates with co-workersIdentifies and takes advantage of opportunities for personal and professional developmentAttends work consistently and punctually. Arrives to meetings prepared and on time; honors work commitments; follows through on what was agreed upon; meets deadlinesHonors the private and confidential matters of co-workers. Protects the proprietary information of MAAC systemsFollows rules, regulations, and policies; positively contributes to implementing changesDeals with issues directly, in a respectful and timely manner. Focuses on resolving the issue while not criticizing the person. Follows rules, regulations, and policies; positively contributes to implementing changes HEALTH STATUS Must have a physical examination, TB clearance and a drug screen by a doctor / clinic designated by MAAC as well as immunization records for influenza

• , pertussis and measles as required by state and federal regulations prior to the first day of employment. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, an employee is regularly required to stand, walk and sit, talk or hear both in person and by telephone, uses hands to finger, handle or feel objects or controls, reach with hands and arms. An employee also is regularly required to stoop, kneel, bend, crouch or crawl, climb or balance and lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus. Mental Demands While performing the duties of this class, the employee is regularly required to use written and oral communication skills; read and interpret information; analyze and solve problems; observe and interpret people and situations; use basic math; learn and apply new information or skills; work under intensive deadlines and interact with MAAC management, administrators, staff, teachers, parents, family members, children and others encountered in the course of work. BACKGROUND CLEARANCE All positions are subject to a background / education check, DMV check, NSOR, exclusion and debarment checks prior to hire and periodically throughout employment as required by various funding sources. Note : California Start law requires background criminal checks on anyone who works in a licensed childcare facility who is not a client. Must have or obtain a current criminal background check clearance, signed criminal record sta