Program Manager - Spinal Cord Injury Services

Position: Program Manager for the Arizona Governor’s Council on Spinal and Head Injuries Spinal Cord Injury Contract

Salary: DOE – Full Time (Exempt)

      Benefits: Health/Dental benefits, 403(b) retirement plan and paid time off included. 

Position Summary; The Program Manager is responsible for strategic planning, implementation, oversight, and daily management of statewide Community Education and Information Spinal Cord Injury (SCI) Services funded through the Arizona Governor’s Council on Spinal and Head Injuries. The Manager is accountable for effective contract service delivery, program quality, contract compliance, staff supervision, resource facilitation oversight, education, outreach, support groups, peer mentoring, partnerships, reporting, budget management, website oversight, and continuous program improvements.

Duties and Responsibilities

 

• Serve as the primary representative for the SCI contract.
• Ensure effective delivery of all programs and services under the Arizona Governor’s Council on Spinal and Head Injuries SCI contract and ensure activities align with the purpose and approved scope of the contract.
• Oversee Resource Facilitation Services and ensure qualified staff provide timely, supportive, professional, nonjudgmental, culturally appropriate, confidential, and accessible services that facilitate individual choice, independent decision-making, natural supports, and self-advocacy.
• Ensure Resource Facilitation Services are available through all required access methods, including walk-in, toll-free telephone, web access, email, mail, fax, and social media.
• Monitor compliance with the one-business-day response requirement for email/voicemail inquiries and three-business-day response requirement for mail correspondence.
• Oversee secure inquiry tracking, documentation, categorical data collection, secure email organization, confidentiality procedures, referral follow-up, and participant satisfaction measurement.
• Oversee that the Resource Facilitator Program Coordinator ensures the development, maintenance, accuracy, accessibility, and annual verification of the SCI Resource Database, including approved inclusion/exclusion criteria, standardized resource information, geographic classification, and database management procedures.
• Ensure the quality of all services provided under the SCI contract that includes resource facilitation, outreach, education, and support services (peer mentoring and support groups).
• Ensure Educational Classes are developed and submitted for required approval no less than twenty (20) business days before the anticipated class start date and include required curriculum components, qualified presenters, objectives, content, evaluation methods, recruitment, and registration procedures, per contract requirements.
• Ensure Educational Conference Projects are submitted for required approval no less than twenty (20) business days before the scheduled start date and include required event, presenter, accessibility, publicity, recruitment, registration, agenda, evaluation, and cost information, per contract requirements.
• Ensure Outreach Project approval requests are submitted within required contract timelines and contain required project, facilitator, attendance, target population, and budget information.
• Oversee SCI Support Groups, including identifying/recruiting facilitators, maintaining facilitator and group information, coordinating and supporting meetings, ensuring meeting schedules are posted at least ten (10) calendar days in advance, and ensuring meetings are conducted and documented as scheduled.
• Oversee the SCI Peer Mentoring program, including identifying and maintaining a list of approved peer mentors and coordinating contact between peer mentors and prospective mentees.
• Serve as the primary representative for the SCI contract at community events, meetings, conferences, and other approved outreach opportunities.
• Provide and/or oversee training and education on SCI-related topics, including accessibility, health equity, disability rights, independent living, and community resources, within the scope of the contract.
• Verify that required written Agency Purchase Authorizations are in place before contracted services are provided and ensure no changes to authorized service levels are implemented without required written authorization.
• Participate in Monthly Action Plan tracking meetings.
• Prepare, review, and submit complete, timely and accurate monthly SCI contract reporting packets including invoice within required contract timelines, including all applicable service statistics, sign-in sheets, satisfaction data, website activity, outreach information, supporting documentation, and other required reports.
• Establish internal deadlines and processes to ensure the Resource Facilitator Program Coordinator and other contract staff provide accurate service data and supporting documentation in time to meet external reporting requirements.
• Monitor contract performance standards and take corrective action when necessary to ensure required educational proposals and reporting packets meet applicable timeliness and accuracy standards.
• Develop, implement, and maintain a Quality Management Plan addressing incident management, corrective action and prevention, complaints and grievances, service monitoring and evaluation, personnel/subcontractor monitoring, and participant satisfaction.
• Monitor and evaluate the effectiveness of programs and services and use data, participant feedback, satisfaction surveys, and other performance information to identify strengths, gaps, training needs, and opportunities for improvement.
• Supervise, mentor, support, and evaluate the Resource Facilitator Program Coordinator, contract staff, interns, and volunteers; coordinate recruitment and training as needed.
• Ensure contract staff and subcontractors meet applicable qualification requirements and maintain documentation of qualifications and experience required by the contract.
• Oversee maintenance of the SCI-specific website and ensure current and accurate content, accessibility, Section 508 compliance, required information, customer feedback mechanisms, and website activity tracking.
• Ensure website operational issues, scheduled downtime, and unscheduled interruptions are managed and communicated in accordance with contract requirements.
• Collaborate with the Development Department to identify additional grants and funding opportunities that may support SCI services outside the contract scope.
• Maintain proper documentation in membership and program software, including account balancing, minor budgetary accountability, service data, and other required internal documentation.
• Maintain contract records for each service type, including approvals, reporting packets, supporting documentation for costs, and other pertinent contract records.
• Ensure services are provided in a culturally relevant, linguistically appropriate, and accessible manner and that reasonable ADA accommodations are provided.
• Address incidents, complaints, grievances, service concerns, and corrective actions in accordance with the Quality Management Plan and Ability360 procedures.
• Maintain schedule integrity according to Easy Time Clock management.
• Perform other job-related duties as assigned.

Hours: Work schedule requires a great deal of flexibility and is dependent upon program needs and will include some evenings and weekends. Travel throughout the state of Arizona will be required on a monthly basis. 

Supervisory Responsibility: This role will coordinate the recruitment, train and supervise program contract staff, volunteers, interns, providing ongoing mentorship and performance assessments.

Knowledge, Skills, and Abilities: Proven track record of managing teams, budgets and professional partnerships. Strong knowledge of SCI rehabilitation, community resources, and ADA regulations. Strong interpersonal, organization, and problem solving skills. Must have strong leadership skills. Excellent written and verbal communication skills. Proficient in program budgeting, and data management. Proficient in Microsoft Word, Outlook, PowerPoint, and Excel. Strong time management skills and the ability to manage multiple projects in a fast-paced environment. Ability to monitor, evaluate and interpret outcomes pertaining to contract. Ability to use technology to manage, evaluate and improve programs and services. 

Qualifications: Master’s degree with documentation in Social Work, Public Health, Rehabilitation Services, or a related field and one year of experience providing similar services to this target population; or a Bachelor’s degree with two years of professional experience working with this population. At least two years in a supervisory role prefered. Experience with SCI or personal experience with disability is a strong plus. Clean criminal background required.

Working Conditions: This role has state-wide responsibilities in Arizona. Travel to each region in Arizona will be needed on a regular basis. This manager with be based out of the Ability360 office in Phoenix, AZ however working remote will be available based on contract programming schedules. Pressures and stress of the position include dealing with crisis situations, meeting deadlines and supporting a wide variety of participant and staff needs. High level of responsibility, including supervision of staff, volunteers and interns.

Ability360 will abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that Ability360 take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.

 Further, Ability360 will not discriminate against any employee or applicant on the basis of sexual preference, or any other protected status under Title VII of the Civil Rights Act of 1964, as amended, the Age Discrimination and Employment Act, State Executive Order No. 75-5, the Rehabilitation Act of 1973, as amended, and the Americans with Disabilities Act.