184 Best customer assistant Jobs in Cleveland, Ohio (October 2025)

I Am Boundless, Inc.

Residential Manager - QIDP

10 days ago

Cleveland

Job Description POSITION OVERVIEW: Under the general direction of the ICF Administrator, the ICF Residential Manager/QIDP assumes responsibility for the overall direction and program coordination of each assigned home. • Oversees and ensures systems are in place to monitor the daily operations, functions, and practices and ensures each home meets the requirements of applicable regulatory agencies while also supporting the mission of I am Boundless., • Assists staff in performing all responsibilities related to the Individual’s Service Plan, incorporating positive behavior supports and trauma-informed care., • Develops and implements Ohio Individual Service Plans (OISPs) that promote quality, comprehensive, person-centered services for individuals served., • Directly supervises the Assistant Manager and indirectly supervises the Supervisor and Direct Support Professionals (DSP) of assigned homes to ensure OISPs are appropriately carried out to provide an atmosphere for self-determination and independence of those served. REQUIRED QUALIFICATIONS: • Bachelor’s degree in related field required; Master’s degree preferred., • Four (4) years supervisory experience in IDD or closely related field, • Knowledge and experience in a social services field with community health or developmental disabilities experience preferred., • Thorough knowledge of applicable federal, state, and local rules and regulations as well as related quality assurance standards., • Excellent communication and community relations skills required., • Demonstrated ability for self-direction in work, • Valid Ohio Driver’s License with acceptable driving record and proof of vehicle liability insurance., • Knowledge of Microsoft Office Products – Word, Excel, PowerPoint, Teams RESPONSIBILITIES: Supervision/Coaching/Mentoring – 35% • Directly and effectively supervises, coaches, and leads the Assistant Manager within assigned homes/network to ensure a positive, collaborative team is established and maintained., • Indirectly supervises the Supervisor and Direct Support Professionals within assigned homes/network to ensure proper skill-building and collaborative teamwork exists., • Works effectively with the Assistant Manager and Supervisor to ensure the appropriate coverage of staff schedules within each home., • Develops and utilizes effective and predictable communications systems, strategies, and team meetings to ensure the appropriate delineation of information and efficient teamwork are accomplished., • Conducts regular individual supervision meetings to guide, coach, and mentor all assigned staff., • Ensures consistency in expectations and standards among those working under the ICF Residential Manager/QIDP’s leadership., • Asserts self as an active leader within the agency., • Applies the Right Time, Right Place concept with the assigned team to provide adequate presence, support interaction and training of staff to address individual needs., • Oversees work productivity for each assigned home., • Participates in the recruiting and interviewing process of staff as needed., • Participates in job fairs, encourages employee referral efforts, recommends strategies for recruitment of staff, projects and communicates a positive image of the agency to encourage staff recruitment., • Ensures work efforts result in satisfied clients and effective staff, • Provides training and develops systems to ensure successful surveys and inspections within the site and cluster., • Maintains a standard of consistent survey readiness., • Seeks out information needed to ensure successful surveys, • Prepares staff for surveys through training, mock surveys, information, and other avenues., • On-going, uniform attention to survey standards throughout the year, • Participates in plans of correction and follow-up as assigned, • Assumes responsibility for self-development, continuous learning, and professional expertise so as to result in effective leadership to staff and effective services to consumers within the cluster., • Attends all training sessions required for the position, • Seeks out information relevant to individuals served, their related conditions, programs, therapies, medications, etc. so as to effectively provide direction to staff, ensure services are appropriate, and individuals’ needs are met, • Reviews professional journals and periodicals regularly to remain current on best practice in the field., • Develops professional skills in areas of supervision, management, time management, delegation, professionalism, teamwork, accountability, and other relevant topics, • Remains a key source for staff training, and development. Ensures staff development plans are in place so as to result in a more productive, effective, and satisfied workforce., • Assumes responsibility for providing, making available, or obtaining training for staff needed for them to perform their jobs; including on-the-job training and on-going training., • Assures that staff are provided appropriate supports and information so that they can meaningfully participate in training opportunities, • Facilitates experiential learning, • Assumes on-call responsibility according to agency practices and expectations. Performs on-call duties with the understanding that these duties are a necessary and important support function., • Ensures all within the cluster on-call system assigned are trained for on-call duty and perform within agency standards, • Develops comprehensive OISP through team process to meet the individual needs of those individuals served and monitors each individual’s active treatment program and various professional interventions per OISP goals and objectives., • Coordinates, monitors, and ensures all aspects of individual’s OISP are implemented and properly documented., • Ensures health and safety measures for individuals are in place, • Trains staff regarding the professional interventions for skill building, active treatment, trauma informed care, positive behavior supports and OISP implementation., • Participates and works alongside the Behavioral Health Manager to oversee the process of individual admissions, discharges and service substitutions with their cluster., • Participates in the development and implementation of positive behavior supports and trauma informed care in conjunction with the Human Rights committee., • With assistance of Assistant manager, develops systems to ensure that the living and working environment is safe, therapeutic, healthy, productive, and supportive of the work necessary for providing excellent services to the consumers., • Ensures sanitary conditions are maintained throughout the site, • Ensures adequate house maintenance, • Attends and participates in OSHA/Safety meetings, • Establishes system and provides ongoing oversight to Life Safety documentation (drills, fire alarms, exit sign testing, etc.), • Ensures cooperative, productive working relationship with maintenance staff, • Advocates for individual rights and needs., • Possesses current working knowledge of and complies with all regulatory compliance agencies., • Communicates with all persons involved in the individual’s life., • Participates in MUI process., • Participates in survey and inspection preparation with attention to compliance with expectations on a daily, ongoing basis. Participates in plan of correction development for citations., • Serves as programmatic liaison with community resources, families, workshops, and regulatory agencies., • Assumes responsibility for putting into practice systems and procedures as determined by the agency to ensure fiscal responsibility., • Assumes responsibility for ensuring adequate methods and practices are in place and followed for safeguarding all monies assigned to the Assistant Manager’s and Home Supervisor’s control. Ensures compliance with fiscal policies and procedures. Participates interactively in budget processes., • Assumes responsibility for auditing systems and practices in homes, as assigned, to ensure the intended outcomes are achieved., • Ensures procedures are in place and utilized that result in audits of systems and practices in the home. Documents follow-up on audit findings, • Recognizes individual person’s (customer’s) needs and expectations., • Interacts with peers and colleagues and all other customers with the understanding that service is our reason for existence., • Displays a positive attitude. Responds positively to changes and demonstrates the ability to be flexible in their work environment., • Ability and willingness to work with all co-workers and customers., • Complies with the requirements of checking e-mails and phone messages on a regular basis., • Responsible for the proper use of the payroll system. Accountable for accuracy of employee time and data input., • Accountable for the accurate and timely submission of financial data to the Finance Department. Submits expense reports on a timely basis. Submits accurate records for billable services for billing purposes., • Responsible for the processes to ensure the confidentiality, security and integrity of data and that the information is maintained and protected against loss, destruction, tampering and unauthorized destruction or use, • Completes assignments in a timely, efficient, effective manner, • Performs other related duties as required. WORK CHARACTERISTICS: • Knowledge of IDD regulatory compliance (licensure and Medicaid certification) systems regarding functional assessment and program planning implementation, documentation, and program monitoring., • Ability to maintain an organized approach., • Ability to supervise and motivate others, • Ability to work effectively and efficiently according to strict timelines, • Ability to provide effective staff training, • Strong verbal and written communication skills, • Ability to prioritize workload, ability to assess, evaluate, and monitor in all relevant areas, • Ability to coordinate services, both internally and externally., • Ability to oversee, monitor, and implement a budget UNUSUAL WORKING CONDITIONS: • Work will include evenings and weekends, • Routinely assumes 24-hour on-call responsibilities

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