The Director - Sussex Office is the on-site operational leader responsible for establishing, managing, and growing Care at Home of Delaware's Sussex County operations. The Director plans, staffs, directs, and implements office programs; ensures services are delivered safely and consistently within the agency's non-medical Personal Assistance Services Agency (PASA) scope; and maintains compliance with applicable laws, regulations, payer requirements, and agency policies. The Director serves as the primary local leadership presence while working closely with the Vice President of Operations and along with operations, care coordination, human resources, and compliance functions.
Essential Duties and Responsibilities
· Provide day-to-day leadership and on-site oversight of the Sussex office, including workflow, staffing priorities, service coordination, office readiness, and responsiveness to consumers and direct care workers.
· Exercise the authority delegated by the agency leadership to plan, staff, direct, and implement programs and manage the affairs of the Sussex operation within approved policies, budgets, and strategic direction.
· Ensure adherence to Delaware PASA regulations, Medicaid and managed care requirements, employment requirements, and all agency policies and procedures; promptly escalate actual or potential compliance concerns.
· Maintain availability to consumers during established operating hours, either personally or through a qualified, formally designated alternate, and ensure appropriate leadership coverage during absences.
· Maintain an operational system that supports uninterrupted implementation of consumer service plans.
· Oversee the local consumer intake and service-start process and ensure required agreements, disclosures, evaluations, service plans, and records are accurate, complete, timely, and accessible.
· Perform or appropriately designate initial and follow-up home visits and consumer evaluations; ensure service plans are developed, reviewed, and revised under Director supervision in accordance with regulatory timeframes.
· Confirm that prospective and current consumers can be served safely within the agency's non-medical scope; coordinate escalation, referral, or case closure when needs exceed agency capabilities.
· Support recruitment, onboarding, retention, scheduling readiness, and performance management for Sussex personnel and direct care workers in partnership with Human Resources, Compliance, and Operations.
· Ensure personnel and consumer records are complete, confidential, secure, current, and available for authorized review; monitor documentation quality and timely correction of deficiencies.
· Ensure direct care workers complete required orientation, competency testing, annual evaluation, and ongoing education before or while providing services, as applicable.
· Receive, document, investigate, and resolve grievances, incidents, accidents, and service concerns; ensure required notifications and reports are completed within applicable deadlines.
· Monitor service quality, consumer experience, caregiver performance, missed or late visits, documentation trends, and other operational indicators; implement corrective and performance-improvement actions.
· Maintain effective communication with consumers, families, caregivers, staff, MCO representatives, community partners, and agency leadership while protecting confidentiality and consumer rights.
· Represent the agency professionally in Sussex County and develop appropriate community relationships and referral opportunities consistent with the agency's service model and marketing standards.
· Participate in budgeting, resource planning, office administration, survey readiness, quality assurance and performance improvement activities, and leadership reporting.
· Ensure the Sussex office and its public-facing materials accurately describe non-medical personal assistance services and do not imply that the agency provides healthcare or skilled home health services.
· Perform other job-related duties reasonably assigned and consistent with the needs of the organization.
Required Qualifications
· At least an associate degree from an accredited institution.
· At least two years of supervisory experience in healthcare or home care.
· Demonstrated ability to supervise personnel, manage office operations, enforce policies, organize competing priorities, and follow through on corrective actions.
· Working knowledge of non-medical home care or personal assistance services, consumer rights, confidentiality, incident response, documentation, and service-plan implementation.
· Strong written, verbal, interpersonal, and problem-solving skills, including the ability to communicate tactfully with consumers, families, caregivers, regulators, payers, and community partners.
· Ability to use electronic record systems and Microsoft Office products.
· Ability to travel throughout Sussex County and, as needed, to other agency locations; valid driver's license, reliable transportation, and required automobile insurance.
· Ability to satisfy all agency pre-employment and ongoing screening, health, training, and documentation requirements applicable to management personnel.
Required Knowledge/Skills/Abilities
· Experience opening or expanding an office, building a local workforce, preparing for regulatory surveys, or managing multi-site operations.
· Familiarity with Delaware Medicaid LTSS, managed care organizations, electronic visit verification, and home-care scheduling or documentation systems.
· Primarily office-based with regular travel to consumer residences and community locations throughout Sussex County.
· Ability to sit, stand, walk, use a computer and telephone, and occasionally lift or carry standard office materials, with or without reasonable accommodation.
· Must be able to respond to time-sensitive operational and consumer-service matters during established agency operating hours.
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Vision insurance
Application Question(s):
- Are you able to report to the Milford office within approximately 30 minutes when your on-site presence is required?
Education:
Experience:
- healthcare or home care supervisory: 2 years (Required)
Work Location: In person
