Unskilled Services Manager

Job Purpose 

The Unskilled Services Manager provides operational leadership and oversight for PASCO’s Service Coordination teams, including direct supervision of Service Coordinators and the Lead Coordinator role. This position ensures high-quality service delivery, regulatory compliance, staff development, and cross-department collaboration while supporting PASCO families, caregivers, and internal teams. The Manager also provides leadership support to the Pediatric Personal Care team as needed. 

Key Duties and Responsibilities 

Team Leadership & Supervision 

• Provide direct supervision to a team of Waiver Service Coordinators and oversee the Lead Coordinator role. 

• Conduct regular 1:1 meetings, performance check-ins, coaching conversations, and annual evaluations. 

• Support onboarding, training, and professional development of coordinators. 

• Foster a culture of accountability, collaboration, and continuous learning aligned with PASCO values. 

• Address performance concerns proactively and partner with HR as needed on corrective action plans. 

Workflow & Operational Oversight 

• Ensure appropriate caseload distribution and workload management across the coordination team. 

• Monitor productivity, visit completion, documentation timelines, and service delivery metrics. 

• Support coordinators with complex cases, escalations, and problem-solving. 

• Provide coverage and operational support during staffing gaps as needed. 

Compliance & Quality Oversight 

• Provide oversight of waiver compliance requirements, including documentation, visit schedules, and state-mandated forms. 

• Review audits, compliance reports, and internal quality findings; implement corrective actions as needed. 

• Ensure coordinators understand and adhere to State, Federal, and PASCO policies and procedures. 

• Partner with Compliance, Prior Authorization, Medical Records, and Leadership teams to maintain program integrity. 

• Serve as a subject-matter resource for waiver regulations, skilled vs. unskilled task limitations, and service delivery requirements. 

• Meeting Facilitation & Communication 

• Facilitate regular team meetings, case reviews, and process updates. 

• Lead structured discussions focused on compliance trends, workflow improvements, and team development. 

• Ensure consistent and accurate messaging across teams regarding program expectations and operational changes. 

• Communicate regularly with IHSS leadership to elevate risks, trends, and opportunities. 

• Serve as backup to the Compliance Admin.

• Pediatric Personal Care Team Support 

• Provide leadership support to the Pediatric Personal Care team as needed, including workflow guidance, case consultation, and compliance alignment. 

• Assist with cross-training, collaboration, and consistency between waiver and pediatric service models. 

• Cross Department Collaboration 

• Collaborate with Intake, Scheduling, Prior Authorization, HR, Medical Records, and other departments to support coordinated service delivery. 

• Escalate systemic barriers and contribute to process improvement initiatives. 

Key Measures of Performance for the Role 

• Accuracy of information sharing regarding schedules, services and waiver programs. 

• Team compliance with visit, documentation, and waiver requirements 

• Quality and timeliness of service coordination delivery 

• Staff engagement, development, and retention 

• Effectiveness of coaching, feedback, and performance management 

• Audit outcomes and compliance findings 

• Cross-department collaboration and issue resolution 

Knowledge, Skills or Abilities   

Experience 

• At least 2+ years of management experience in waiver services, case management, or human services strongly preferred. 

• At least 3+ years experience with Medicaid waiver programs, HCBS services, or IDD populations preferred. 

• Experience coaching, developing, and leading teams. 

Education and/or Licenses 

• Bachelors Degree in social services, healthcare administration, or related field preferred. 

• High School diploma or equivalent required

Knowledge, Skills, or Abilities 

• Strong working knowledge of State, Federal, and licensing regulations for waiver services. 

• Ability to interpret and apply regulatory guidance to daily operations. 

• Strong leadership, coaching, and facilitation skills. 

• Excellent organizational, time management, and prioritization abilities. 

• Ability to communicate effectively both verbally and in writing. 

• Ability to manage competing priorities while maintaining attention to detail. 

• Proficiency with Microsoft products and electronic health record systems.