CIE Program Manager

Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success.

That contribution should not be limited by the assigned responsibilities.

Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified.

It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.

Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.

Relay Core Competencies Focus on Strengths Prioritize Informed Action Communicate Clearly Champion Disability Inclusion Build Supportive Relationships ESSENTIAL FUNCTIONS 1.

Managing and Developing Employment Staff 25 % a.

Develop training resources and tools for staff to equip them with the knowledge needed to provide high quality CIE services.

Meet with staff one-on-one and as a team regularly to assess support needs, collaborate to resolve customer issues, and provide support with any issues that require managerial intervention.

Set clear performance expectations and goals aligned with best practices for CIE service provision.

Hold team members accountable, with support, to reaching ambitious goals.

Provide coaching, mentorship, and professional development opportunities.

Facilitate interviews, performance reviews, performance improvement plans, and terminations with the support of the Director and HR when necessary.

Develop and Maintain CIE Program Systems and Structure for Licensing Compliance 20% a.

Utilize case management software, project management software, calendaring systems, and other internal resources to develop, adapt (when necessary), and maintain an organized system for tracking customers, authorizations, services in progress, and progress reporting required for each service rendered.

Ensure systems promote tracking and documenting services in alignment with all licensing requirements in preparation for audits.

Thoroughly train staff on all processes and systems before they are accountable for using those systems independently.

Track, analyze, and report on key lead and lag metrics to guide program decisions.

Maintain an up-to-date record of all required training, certifications, and documents for all staff working directly with customers.

Prepare for and lead audits with licensing entities and Medicaid.

Respond to compliance issues identified in audits quickly and thoroughly.

Contract Acquisition and Staffing Caseloads 15 % a.

Market Relays CIE Services to VR Counselors, Case Managers, and potential customers and request referrals from contracting partners.

Build Employment Consultants caseloads using predictive modeling to balance the types of services they will be providing, geographic parameters, the level of expected services each customer will require, hours required to provide services, and anticipated revenue.

Manage a customer waitlist balancing urgency of services needed, contracting partner relationships, and caseload capacity for each Employment Consultant.

Relationship Management 15 % a.

Intentionally develop and actively maintain positive relationships with contracting partners by attending meetings, following up on questions or concerns in a timely manner, and facilitating opportunities to connect around shared values of providing excellent services to shared customers.

Model and build each Employment Consultants capacity to do the same.

Make time to connect with customers in meetings or through collaborating with Employment Consultants in employment-related activities.

Build positive relationships with customers and their support team members to promote customer satisfaction at each stage in services.

Partner with Employment Consultants to address Employers needs efficiently and effectively while centering the customers strengths and support needs.

Recognize and build positive relationships with community employers who work with our customers.

Promote Relay Resources mission and vision for CIE in the community and build positive relationships with stakeholders in the community by attending conferences, tabling at hiring events or resource fairs, and engaging in other community outreach initiatives.

Work with staff and customers to resolve complaints quickly and professionally whenever possible, seeking win-win resolutions.

Quality Assurance 10 % f.

Review activity records, reports, and invoices weekly and before submitting for billing to ensure documentation meets quality assurance and compliance standards.

Provide timely and clear feedback to staff if documentation does not meet required standards and ensure necessary adjustments are made before submittingdocumentation to our contractors.

Administrative and Financial Duties 10 % h.

Maintain timely and accurate records of services rendered to generate reports and invoices for contracted services.

Maintain a clear system of documenting and communicating whats been completed and billed with the accounting team.

Follow up with contractors on outstanding AFPs and unpaid invoices.

Request and facilitate scheduling team meetings to resolve customer issues with contractors and support team members when necessary.

CIE Services to Customers 10 % l.

Provide direct CIE services to customers when staff members are unable to make it to work and no alternative team coverage is available.

Maintain credentials and 12 yearly continuing education credits to ensure you can provide direct customer services MINIMUM QUALIFICATIONS Bachelors degree in a social services-related field or equivalent combination of education and experience.

3-5 years working with individuals with physical, mental, and / or cognitive disabilities, or relevant lived experience.

At least 1 year of experience managing Competitive Integrated Employment (CIE) services, including knowledge of Vocational Rehabilitation (VR) and Developmental Disabilities Administration (DDA) operations and licensing requirements.

Possess current qualifications to provide employment services to VR and ODDS customers.

Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

Must have reliable transportation to travel to customer job sites, Relay buildings, and contractor offices around the Portland Metro area.

ORCHARDS background check clearance and willingness to undergo background check and / or fingerprinting as required.

PREFERRED QUALIFICATIONS 3+ years of experience managing a CIE program or case managers working with ID / DD customers Bilingual or multilingual communication skills KNOWLEDGE, SKILLS, AND ABILITIES Passion for working in diverse environments with individuals with disabilities or language barriers.

Strong verbal and written communication skills grounded in disability-inclusive language and practice.

High attention to detail and strong organizational skills.

Effective multitasking and prioritization across multiple projects.

Understanding of confidentiality and customer rights.

Ability to work independently and make mission-aligned decisions with minimal supervision.

Ability to provide direct customer services including career exploration, job development, and job coaching.

SCOPE & ACCOUNTABILITY Performs duties independently under the leadership of the Director of Disability Inclusion.

May occasionally step in to provide direct customer support.

Ability to work with minimal supervision and oversight.

SUPERVISORY RESPONSIBILITY Directly supervises a growing and dynamic team of up to 10 CIE Employment Professionals.