Program Manager, Social Services, Call Center

We are actively seeking a Program Manager, Social Services, Call Center

The pay range for this position is $90,000 - $100,000/year

Location: Hybrid office - 3 days WFH, 2 days on site

Schedule: Monday through Friday 9am-5pm (Flexible).

JOB SUMMARY

Are you a seasoned social work professional with strong leadership skills, motivated by a passion to foster positive change in programs and communities?  Then this job is perfect for you!

This position oversees the Masonic Assistance call center and its operations.  This call center provides information and referral and helps callers access Masonic Homes’ many charitable relief programs, such as the Masonic Homes retirement communities and financial assistance and care management services offered through the Masonic Outreach Services program.

This role involves assessing the needs of information and referral callers and program applicants, with a focus on their physical, psychosocial, and financial circumstances. The manager ensures cases are effectively triaged and maintains the quality of the intake assessment and application process for those referred to Masonic Homes and Masonic Outreach Services. This includes handling crisis interventions by phone, ensuring proper use of the client database by program staff, and collecting data for program reporting, among other responsibilities.

About Us:

Masonic Homes operate two retirement homes, one in Union City and another in Covina. Additionally, Masonic Homes offer outreach and youth programs that support hundreds of families, both with and without Masonic affiliation.

Located 40 miles east of San Francisco, atop 267 acres of scenic property, the Masonic Home at Union City offers panoramic views and a moderate climate.

The campus offers independent living, assisted living, skilled nursing, memory care, and onsite post-surgical rehabilitation. Its gated grounds are home to about 300 residents who live in a comfortable studio or one-bedroom apartments. Residents enjoy multiple health and wellness centers, walking trails, activity areas, comfortable indoor and outdoor areas for small or large groups, a lodge room, and a worship center.

ESSENTIAL FUNCTIONS

Manage Masonic Assistance call center (50%)

• Supervise the Intake and Resource Coordinator and Masonic Assistance Social Worker, overseeing their routine tasks and guiding them through complex calls and cases, while actively mentoring staff to improve problem-solving skills.
• Ensure that appropriate responses are provided to Information and Referral (I&R) calls from members, lodge leaders, and the wider community.
• Oversee the intake process for Masonic Outreach Services and Masonic Homes of California.
• Accurately assess the status and needs of callers, identify at-risk situations, and provide immediate care management or referrals to the MOS Program Manager for stabilization.
• Collaborate with lodges and other affiliated organizations.
• Guarantee compliance with all mandated reporting laws, preparing the necessary written and verbal reports.
• Use independent judgment to triage to the appropriate relief program or service and develop a plan for next steps, including both short-term and long-term follow-up.
• Obtain the required documentation for client records and perform telephone or in-person assessments of the physical, psychological, functional, financial, emotional, and environmental status of MOS program applicants or non-program callers.
• Track and report on data related to calls, intakes, applications, and other information as needed to assess the quality and efficiency of services provided.
• Manage the MHC application workflow. Supervise the Application Coordinator, providing guidance on application process workflow to ensure a high level of accuracy and attention to detail.
• Review applications for completeness and accuracy, preparing them for submission to the MHC and MOS teams.
• Prepare documentation for levels of approval, including care plan recommendations based on information obtained during the application and intake process.
• Facilitate interdepartmental communication and processes across all MHC service lines, including Finance, the Masonic Homes Admission team, MOS, Skilled Nursing, and Acacia Creek, to ensure timely completions, approvals, and coordination of services.
• Track and report on the status of applications and the waiting list.

Support Masonic Assistance call center (50%)

• Conduct telephone assessments to evaluate the physical, psychological, functional, financial, emotional, and environmental status of callers and/or applicants.
• Assess the status of callers and formulate plans to move forward with services, utilizing and referring to all available necessary resources while maintaining diplomacy, respect, and professionalism.
• Formulate preliminary budgets based on caller information to determine pre-qualification for services, adhering to program guidelines and utilizing pre-established tools.
• Provide appropriate information and guidance and/or make suitable referrals to Masonic Relief Organizations, county services, and private and local services that the caller may be eligible for, with the goal of ensuring safety and improving the overall financial and social well-being of the caller/applicant.
• Provide immediate telephone Care Management to stabilize at-risk situations, working closely with management, lodges, and other affiliated organizations.
• Offer temporary ongoing telephone Care Management to guide high-needs applicants through the application process and/or connect them with necessary services and resources.
• Prepare regular correspondence with applicants, families, and lodges regarding the status of applications and any additional information requested.
• Inform callers and responsible parties of all public benefits to which they may be entitled and provide guidance in obtaining these benefits.
• Interact with membership, internal staff, volunteer membership, and resource partners, ensuring consistent messaging.

Responsible for Masonic Assistance Quality Assurance

• Foster a culture of client and member satisfaction.
• Design and administer satisfaction surveys related to intake and application processes, identifying and assigning tasks for follow-up with MOS Managers and staff.
• Address client grievances that may arise through the Masonic Assistance office, ensuring equitable outcomes, recommending process improvements to minimize reoccurrences, and exercising discretion to delegate or elevate grievances.
• Ensure compliance with Policy & Procedures for the Masonic Homes and MOS.
• Assist in the creation of new P&P regarding the application process for the Masonic Homes and MOS.

Additional Duties

• Maintain a high level of awareness regarding MHC facility improvements, departmental and organizational changes, MHC strategic initiatives, trends in eldercare, and other population health and social service solutions to ensure the appropriateness of care plans and anticipate potential future interventions.
• Assure the availability of comprehensive and current information on resources to meet callers' needs, vetting providers through industry-established referral networks and organizations and direct interviews to establish and maintain a state-wide network of resources and providers in various fields.
• Assist the Application Coordinator with managing the client file structure and locations on the server, demonstrating a thorough knowledge of the entire file system.
• Attend Masonic Homes and MOS management meetings, serving as a lead staff member on the UC campus for MOS.
• Work collaboratively with other campus departments and set an example for staff by participating in campus-wide events.
• Provide backup support in the absence of MOS Managers or Director of Masonic Assistance and Outreach, as requested.
• This position involves regular travel. Local travel will be done in the employee’s own vehicle with mileage reimbursement.
• Perform any additional duties as assigned.

Requirements

SKILLS, ABILITIES AND EXPERIENCE

• Exceptional Case Manager: Proficient in case management, with a strong ability to organize, multitask, and adapt to changing priorities.
• Compassionate and Creative: Demonstrates compassion, creative problem-solving, and professional judgment when working with aging and at-risk populations.
• Extensive Knowledge of Resources: Well-versed in county and community resources for aging and at-risk populations, with a comprehensive understanding of the aging process, health and social service systems, and mandated reporting laws. Thorough knowledge of public and private health and social services resources, including their qualifications and availability.
• Assessment Skills: Capable of exercising independent judgment and possessing strong assessment skills when addressing the needs of the elderly, professional associates, and clients’ families.
• Strong Communication: Effective and articulate communication skills in English, both in written and verbal interactions, especially over the telephone. The ability to convey information clearly, listen attentively, provide constructive feedback, and foster an open and transparent dialogue within a team.
• Customer Service: Excellent customer service skills, ensuring a positive and supportive experience for clients and their families.
• Technical Proficiency: Advanced computer skills and the ability to use technology for case management and data tracking.
• HIPAA Compliance: Knowledge of HIPAA regulations and the importance of maintaining client confidentiality.
• Health Knowledge: Understanding of physical health issues and a foundational understanding of mental health issues.
• Basic Math: Proficiency in basic mathematical concepts, as required for case management and resource allocation.
• Detail-Oriented: Meticulous attention to detail to ensure accuracy in records and reporting.
• Adaptability: The ability to adapt to changing situations and evolving client needs in a dynamic social service environment.

EDUCATIONAL REQUIREMENTS/LICENSES/CERTIFICATES

Any combination of education and experience that would provide the necessary knowledge and abilities listed, typically include:

• Master’s degree in social work, psychology, gerontology, or related field.
• Prior Management experience in a social services non-profit setting or government funded program.
• Minimum 5 years’ experience in case management, community-based programs, mental health, gerontology, children and family services, veteran’s services, or related field.
• Must possess and maintain a valid California driver’s license without restrictions.

Benefits

At the Masons of California, we are looking for team members who would like to combine their passion for helping people, good communication skills, decision-making skills, and great ethical standards with the opportunities to advance your career.

In return for your skills, you will be offered:

• A work environment focused on teamwork and support
• Excellent health, wage replacement and other benefits for you and your family’s well-being
• A generous contribution to a 401K plan whether or not you participate, and an additional contribution from the company when you participate in the plan
• Investment in your growth through Tuition Reimbursement