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Patrick Henry Family Services

Support Services Manager

Patrick Henry Family Services
Brookneal, Virginia, United States

Date Posted: 11/04/2014
Categories: Social Services
Job Type: Full-Time

Job Description:

Job Title: Support Services Manager

Department: Residential Care

Reports to: Director of Residential Care

Status: Exempt



Job Summary:


Provides continuous quality assessment of Case Management services for Residential Care and Step Forward programs.  Must demonstrate ethical and professional behavior with excellent communication skills.  Must have the capability to work with diverse populations.  Implements continuous quality assessment to ensure compliance with licensing standards and current best practices.


Essential Job Functions:

  • Assesses program to ensure implementation of best practices; provide input in policy and procedures to ensure maintaining best practices
  • Meets with Case Managers to staff client cases
  • Assists in identifying resources for program and acts as a liaison for accessing wrap around services
  • Reviews all intake calls to determine ability to meet need and proceed with scheduling interview or assists in referral for services appropriate to need
  • Participates in all placement interviews
  • Reviews all resident Quarterly Service Plans to monitor progress toward identified goals and modify goals when necessary
  • Maintains familiarity with all PHFS Emergency Plans and Licensing Standards
  • Provides crisis intervention for residents with development and implementation of plan for safety or seek emergency services if deemed necessary
  • Trains and supervises Case Managers and will be part of the recruitment process for new hires in this field
  • Participates in staff evaluations and coaching


Non-Essential Job Duties/Tasks:

  • Answers phones as needed

Work Contacts/Employees Supervised:


  • Communicates with:
  • Peers in other departments (Education and Residential Care Managers) on a daily basis for collaboration of services via meetings, email, and phone
  • Immediate director on a daily basis for communication and collaboration via meetings, email, and by phone
  • Managers in other departments on a daily basis to obtain guidance and information to ensure program standards and residents goals are being met via meetings, email, and by phone
  • Chief Executive Officer on a bi-monthly basis via meetings
  • Customers (Clients) on a daily basis for implementation of the program via meetings, email, and by phone
  • Counselors for communication of progress in program and modification of goals via email and by phone

Decision Making Authority:

  • This position has the ability to make suggestions about policy, procedures, and practices
  • Direct supervision over:  2 Case Managers, Step Forward Coordinator, and Step Forward Assistant

Working Conditions/Physical Effort:

  • Requires minimal physical effort
  • Indoor /office setting
  • Long periods of sitting at desk working on a computer
  • Includes operation of general office equipment
  • This position will be divided approximately as follows: walking (10%), standing (10%), and sitting (80%)
  • The equipment used includes: computer, telephone, and printer/scanner/fax/copier


Required Knowledge, Skills, and Abilities:


Knowledge of:

  • Best practices in Social Work and Case Management techniques
  • Community resources
  • Training resources
  • Virginia Department of Social Services Minimum Standards for licensed Child Caring Institutions
  • Effective management and supervisory practices



  • Excellent communications skills both orally and in writing
  • Organizational skills
  • Conflict management skills
  • Basic technological skills: using computers, fax machines, and telephones



  • To communicate both orally and in writing
  • To mentor and manage employees
  • To implement effective policies and procedures
  • To make informed, objective decisions with integrity


Required Education:

  • Graduate degree (Master’s or Ph.D.) in related field


Preferred Education:

  • Licensed Clinical Social Worker

Required Years of Experience:

  • At least two years of supervised clinical experience

Other Requirements:

  • Languages: Must be able to effectively communicate both orally and by written word in the English language
  • Office or other equipment: Normal use and understanding of basic office equipment including the computer and its related software, copiers, and fax machines as well as word processing, spreadsheet, Internet, and database applications
  • Must have valid driver’s license and an acceptable driving record