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APS and AFH Licensing Program Manager - 314-07-22

    • Job Tracking ID: 512378-824872
    • Job Location: Salem, OR
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: July 12, 2022
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
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Job Description:


Put your management skills to work in a mission-driven environment.

Northwest Senior and Disability Services is seeking an exceptional individual who exemplifies leadership, has solid management skills, and can think critically to manage a team of social services workers and volunteers.

Recruitment #:    314-07-22

Location:              Salem

Salary range:       Starting at $5,279 per month with EXCELLENT benefits

Closes:                 Open Until Filled

Benefits: Agency Sponsored: Medical/Dental 100% paid for employee and 90-98% for dependents, generous Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability, great culture. Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield

Other: Employment qualifies for Public Service Loan Forgiveness Program (PSLF).


General Description

Responsible for leading and directing a team of protective services and licensing staff performing investigations of abuse allegations, prevention, risk management, facility licensing and monitoring for compliance.

Program Managers are responsible for their team’s performance and accurate delivery of services within assigned program area according to local, state and federal guidelines. Managers also must network and cultivate relationships with community partners. 


Essential Functions

  1. Manage assigned protective services and licensing team
  2. Ensure that service delivery meets quality and compliance standards
  3. Collaborate with law enforcement and regulatory agencies
  4. Lead with respect and integrity
  5. Enhance and develop additional resources
  6. Reduce consumer and Agency risk
  7. Provide Excellent Customer Service in a professional manner

1.    Manage assigned protective services and licensing team

  • Manage assigned staff to meet service objectives
  • Effectively manage staff performance, including conducting individual supervision meetings and performance dialogues with staff
  • Develop, implement and provide training and mentoring to new staff
  • Coordinate daily staffing coverage and work direction as needed
  • Manage leave and time sheets within authorization limits
  • Gather and analyze data/reports in order to effectively monitor and adjust workload/assigned tasks based on worker availability and workload demands
  • Serve as a technical resource for employees and other managers with protective services and licensing questions, and policy interpretation/implementation
  • Assist with, or coordinate responses for critical and crisis APS and Adult Foster Home (AFH) situations, keep APS & Licensing Manager informed of actions and risks in such situations
  • Interpret and implement Agency and program policy
  • Collaborate with APS & Licensing Manager in developing and implementing new policies, practices and procedures to improve services and efficiencies to achieve mission.

2.    Ensure that service delivery meets quality and compliance standards

  • Ensure that employees are trained in current policies and procedures, and that service delivery meets consumer needs within the Agency mission and values
  • Collaborate with APS & Licensing Manager to determine best methods and practices for quality review and monitoring within the unit
  • Implement and conduct monitoring, and analyze and present findings of review, recommending changes and resolutions as needed.  This includes: reviewing AFH violations, civil penalties, files and narrations on visits to ensure ongoing compliance with state and federal rules and regulations
  • Review APS investigation reports for accuracy, readability, content, and coaching opportunities
  • Monitor and provide decision-making support for APS screening
  • Track and analyze trends in protective and licensing services, including development of tools and technology to improve efficiency and accuracy of recording and tracking of visits, statistics and reporting.

3.    Collaborate with law enforcement and regulatory agencies

  • Interact with and assist employees in developing collaborative partnerships with local multi-disciplinary teams, law enforcement agencies, regulatory agencies, District Attorney’s and other key community partners
  • Work closely with employees, law enforcement and regulatory agencies on substantiated abuse cases
  • Assist employees in preparation for civil and criminal court proceedings, including testimony, as required.

4.    Lead with respect and integrity

  • Embrace and exhibit Agency mission and core values of integrity, professionalism, service, and compassion
  • Provide excellent customer service externally and internally through follow through, meeting deadlines, interacting with others in a transparent, respectful and culturally appropriate manner and holding self and staff accountable for exhibiting the same behaviors
  • Collaborate with individuals, teams and others
  • Promote two-way communication by engaging others, listening, providing feedback and expressing appreciation
  • Maintain ethical standards. 

5.    Enhance and develop additional resources:

  • Participate in abuse prevention outreach efforts that educate others of the signs of abuse, exploitation and neglect and steps that can be taken to minimize risk and respond to actual situations.

6.    Reduce consumer and Agency risk

  • Demonstrate excellent decision making and problem solving, especially when overseeing and guiding decisions on difficult and ambiguous situations
  • Serve as a Mandatory Reporter of suspected abuse of vulnerable populations as required by policy and regulation, and work with managers to train and address reporting concerns with Agency staff 
  • Maintain and share information according to privacy regulations
  • Comply with ethical and professional standards.

7.    Provide excellent customer service in a professional manner

  • Apply the required knowledge and skills
  • Exhibit good decision making and problem solving
  • Meet quality standards in accuracy and timeliness
  • Exhibit good work habits
  • Follow policy and procedure
  • Work independently, seeking and offering assistance when needed
  • Exhibit technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, assessment programs like as CAPS, Oregon ACCESS, etc.)
  • Exhibit a positive attitude towards consumers, co-workers and others
  • Represent agency interests and needs professionally when dealing with outside entities.


Experience and Skills:

Minimum Qualifications

Any equivalent combination of education and experience, which demonstrates the knowledge, skills, and abilities required to perform the job will be considered; however, the following is preferred:

  • Bachelor’s degree in social sciences or related field
  • Plus 3 years of experience and knowledge of Adult Protective Services and Licensing, working in a similar capacity with vulnerable populations, one year of which should be in a lead or supervisory role
  • Ability to secure and maintain a driver’s license valid in the state of Oregon, or an acceptable alternative means of transportation
  • Successful completion of a background check

Other Requirements

COVID-19 Vaccination Mandate

In accordance with the vaccination order issued by the state of Oregon, all employees in the position of Protective Services and Licensing Program Manager must be fully vaccinated and provide proof of vaccination by First Day of Employment. Proof of vaccination means documentation provided by a tribal, federal, state or local government, or a health care provider, that includes an individual’s name, date of birth, type of COVID-19 vaccination given, date or dates given, depending on whether it is a one-dose or two-dose vaccine, and the name/location of the health care provider or site where the vaccine was administered. Documentation may include but is not limited to a COVID-19 vaccination record card or a copy or digital picture of the vaccination record card, a print-out from the clinic, or the Oregon Health Authority’s immunization registry.  Employees requesting a religious or a medical accommodation must submit the request for exemption on the appropriate OHA form. NWSDS is an equal opportunity employer and does not discriminate on the basis of any state or federal protected class.

Job-Specific Skills Required

  • Experience working with seniors and people with disabilities and the issues experienced by these populations
  • Knowledge of protective services and licensing requirements and best practices
  • Demonstrate exemplary management and leadership expertise
  • Knowledge of basic management practices
  • Ability to interact with others in difficult and potentially volatile situations. 
  • Excellent reading, writing, and proofreading skills
  • Ability to analyze and evaluate data, identify trends, concerns and develop recommendations
  • Ability to mentor and coach others
  • Ability to learn and identify ways to incorporate needs of other agency information needs for prosecution, while maintaining integrity of Protective Services role and outcomes
  • Ability to exhibit and communicate mission and core values, and knowledge of the principles and practices of screening APS complaints
  • Ability to interpret, apply and articulate regulatory rules and policies
  • Ability to remain calm in tense and potentially dangerous situations, as well as, train and coach staff in these skills.

General Skills Required

  • Ability to collaborate with others
  • Ability to work with a wide variety of individuals and small groups
  • Presentation skills
  • Speak, read, write, and understanding English
  • Understand, follow and provide verbal and written instructions
  • Excellent interpersonal and communication skills
  • Ability to remain calm under adverse situations.

Secondary Outcomes


Supervisory Responsibilities

Supervision of Adult and Protective Services Workers, including Screening and Risk Intervention; Adult Foster Home Licensing Specialists, and Support staff as assigned.

Work Environment/Physical Demands

This job is performed in the office and in the field. 

Office work will be conducted using general office equipment and includes substantial sitting.  Office is performed primarily in a cubicle environment, with noise and interruptions.  Field work requires travel to consumers in a variety of settings, homes, facilities, etc. of varying level of cleanliness and repair.  Field work requires driving an Agency car or employee car and taking a laptop computer.

This essential outcomes require regular sitting, talking, hearing, computer use; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds. The incumbent must understand, follow, and provide verbal and written instructions in English.

As a manager, requires additional or irregular hours on occasion, and responding to emergency situations.  Contact with the public in home or office environments may risk exposure to irrational/hostile behavior, contagious diseases, or contact with domestic animals.             

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.


Classification: APS & Licensing Program Manager

Position Number: Varies

Salary Range: M26

FLSA Status: Exempt

Unit: APS & Licensing

Location: Varies

Reports to: APS & Licensing Manager

Union Status:  Non-Represented

Last revision: July, 2021


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