Program Manager

Nature of Work:The Program Manager is responsible for the daily operational oversight and service delivery of the agency’s Community Support, Quarter Hour Home Support, and Employment programs. Working under the strategic leadership of the Senior Director of Community Life, this role ensures high-quality, person-centered services through effective supervision, regulatory compliance, and interdepartmental coordination. The Program Manager plays a critical role in supporting staff, monitoring program performance, and maintaining strong relationships with internal departments and external partners to ensure continuity of care and meaningful community engagement. Key stakeholders include DHHS, contracted providers, employers, housing organizations, medical professionals, legal entities, and guardians.

Essential Functions:

Leadership:

• Assists the Senior Director in the development and enhancement Community Support, Quarter Hour, and Employment services.

• Supervises designated program staff across service areas, fostering professional development and a culture of collaboration, inclusion, and high-quality care.

• Responds to concerns from individuals served, employees, families, and contracted providers in a timely and professional manner.

• Acts as a resource and mentor for staff, modeling positive leadership and person-centered approaches.

• Supports initiatives that align with the agency’s mission, vision, and values.

• Stays informed about applicable regulations, trends, and best practices across all assigned services, and communicates relevant updates to the team.

Individual(s) Served Support:

• Ensures consistent service quality and compliance with Person-Centered Plans, agency policies, and regulatory standards.

• Participates in PCP meetings, team meetings, and critical incident reviews as needed.

• Ensures service documentation is timely, accurate, and reflective of person-centered goals and outcomes.

Collaboration and Communication:

• Collaborate with families, guardians, case managers, and interdisciplinary teams to ensure effective communication and coordinated service delivery

• Works collaboratively with departments such as Human Resources, Finance, and Clinical Services to support integrated service delivery.

• Builds and maintains relationships with families, guardians, provider agencies, community employers, and other external partners.

• Participates in administrative and strategic planning meetings as assigned.

• Supports program data collection, quality improvement efforts, and reporting initiatives.

Supervision:

• Supervise and support direct care staff, including hiring, training, scheduling, and performance management to maintain adequate staffing levels and service continuity.

• Oversees performance management including coaching, evaluations, and corrective actions as delegated.

• Participates in the hiring, onboarding, and training of new program staff.

• Provides coverage and support during staff absences or vacancies, including maintaining temporary caseloads if necessary.

• Reviews and approves timesheets, work schedules, and time-off requests as assigned.

• Monitor and ensure quality of care, including oversight of individualized service plans, progress toward goals, and adherence to clinical and regulatory standards.

Operations:

• Oversees intake, referral, matching, and placement processes across programs to ensure appropriate services and continuity of care.

• Oversee day-to-day operations of in-home support services in compliance with MaineCare Benefits Manual Section 21/28 and all applicable state and federal regulations.

• Assists with the development and implementation of department policies and procedures.

• Monitors documentation and billing systems for compliance and accuracy across all program areas.

• Participates in the 24/7 on-call administrative rotation for assigned programs.

• Develop and implement program growth strategies, including referral development, community outreach, and expansion of service capacity.

• Analyze program performance metrics (e.g., utilization, staffing ratios, outcomes) and implement continuous improvement initiatives.

• Ensure accurate and timely completion of documentation, billing, and reporting requirements in accordance with MaineCare and organizational standards.

Organizational Expectations

• Promote the agency’s mission and values through leadership, example, and collaboration.

• Embrace change and innovation to improve quality, efficiency, and person-centered outcomes.

• Foster a team culture grounded in respect, accountability, and continuous improvement.

• Advocate for the rights and self-determination of all individuals served.

Agency Core Values:

• Accountability: We take ownership of our actions, follow through on commitments, and hold ourselves and each other to high standards.

• Adaptability: We embrace change, stay open to feedback, and grow through learning and evolving together.

• Collaboration: We work as one team, listening, supporting, and building on each other’s strengths.

• Empowerment: We support individuals in making their own choices, fostering independence, self-expression, and valuing every voice and experience with respect and empathy.

• Community: We believe in the power of connection and community. We are dedicated to serving, placing the needs and well-being of those we support at the center of all we do.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities and activities may change at any time.

Additional Expectations

• Ability to work flexible hours, including occasional evenings or weekends, based on agency needs.

• Travel between agency locations as necessary.

• Commitment to confidentiality, ethical standards, and equity in leadership.

Physical Requirements/Work Environment:

• This position operates in both a professional office environment and program site settings.

• Regularly required to sit, stand, walk, use hands to operate office equipment, and talk or hear in person and via phone or video conferencing.

• May occasionally be required to lift up to 35 pounds (e.g., supplies, documents, equipment).

• Must be able to travel independently between agency locations and to community meetings or events.

• May require occasional evening or weekend hours depending on agency needs.

• Must be able to remain flexible and responsive to unplanned situations, such as participation in incident response or facility concerns.

Qualifications:

• Bachelor’s degree in social work, psychology, special education, behavioral health, or a related human services field required. Master’s degree preferred.

• Minimum of 1 year supervisory experience in human services or a related field.

• Demonstrated understanding of shared living, home- and community-based services, or similar models.

• Strong interpersonal, organizational, and leadership skills.

• Ability to work effectively with diverse teams and maintain positive professional relationships.

• Basic computer skills and a working knowledge of Microsoft Word programs. Experience with *Microsoft office products* preferred.

• Possess a valid Maine state driver’s license.

• Excellent verbal and written communication skills.

• Ability to obtain and maintain all required certifications.

• Ability to pass required background checks, to include: Adult/Child Protective Services; criminal history; OIG Exclusion list; National Sex Offender Registry; and Bureau of Motor Vehicles record