As a key member of the Meals on Wheels Leadership Team, the Director of MOW Program Administration is responsible for leadership and management of the daily administration, compliance, and social services for IM’s Meals on Wheels program. The Director will ensure full compliance, client satisfaction, client assessment and reassessment, accurate and timely billing and data activities, and reporting. The Director will also effectively manage hospital and insurer service partnerships and the expansion of service delivery pilot programs.
Program Administration & Social Services
1. Plan, develop and manage efficient and effective MOW administrative activities. Provide high quality recommendations to the Senior VP for Programs.
2. Ensure that MOW social services activities result in a high level of client satisfaction and excellent customer service. Proactively identify and promptly resolve issues impacting client service.
3. Implement initiatives related to MOW program development, expansion, and innovation. Help ensure that MOW programs respond to changing client needs.
4. Ensure that client assessments and reassessments are timely, accurate, and reflect the full picture of the client’s needs. Ensure that social supportive services and referrals are appropriate and well managed.
5. Develop and manage new and existing partnerships and pilot programs with hospitals and insurers. Define and effectively communicate the unique value proposition of the full complement of MOW’s “more than a meal” services.
6. Develop and manage MOW administrative and social services budgets, ensuring that required activities are accomplished within budget limits. Help ensure that program funding is fully and appropriately utilized.
7. Create, track and report on MOW program metrics and goals. Ensure that goals and processes promote continuous quality improvement.
8. Become familiar with and remain current on all MOW contracts, regulations, MOUs, funders and other key partners, and issues affecting the MOW client population. Ensure that contract requirements, deadlines and action items are communicated to and completed by responsible parties at the agency.
9. Perform other duties as assigned by supervisor.
Compliance & Billing
10. Ensure compliance for all MOW activities, working closely with the Director of MOW Program Operations on operational compliance. Manage administrative and overall program compliance including eligibility, data entry and billing, document review and retention, procurement, and other compliance requirements.
11. Develop a deep knowledge and understanding of the MOW program’s compliance environment.
12. Ensure that programmatic policies, procedures and documentation is aligned with governmental, legal/regulatory, contractual, and internal IM requirements.
13. Ensure the timely and accurate preparation of billings and reporting for all MOW contracts and grants.
14. Serve as key point of contact for MOW fiscal/single audit activities and programmatic monitoring visits.
15. Serve on IM’s Compliance Cabinet as the primary representative of the MOW program. Ensure the completion of compliance testing, implementation of corrective action plans, and resolution of outstanding issues.
Management & Leadership
16. Hire, develop and manage MOW administrative and social services staff. Ensure that staff is adequately trained and supported, has the necessary resources, meets expectations in key goal areas, and provides high quality client service.
17. Work collaboratively with other MOW functional areas, such as Volunteer Services and Operations, to ensure the entire MOW operation functions at a high level.
18. Build productive relationships with other key IM departments such as Development, Communications, HR and Finance. Serve as a key MOW representative on cross-functional teams and projects.
19. Support special program events such as Thanksgiving and Operation Impact.
20. Serve as lead staff support for MOW Board Committee activities. Prepare and present MOW program administration reports to the full Board of Directors.
21. Serve as a primary representative for the MOW program in the community. Participate in local, regional and national partnerships/associations related to MOW.
22. Embody IM’s Core Values and People First principles.
1. Bachelor’s degree and a minimum of five years of experience supervising employees. Master’s degree preferred.
2. Compliance, database, billing, and/or medical case management experience strongly preferred.
3. Minimum five years of experience managing a complex operation, preferably in an organization with a budget of at least $5 million. Experience managing governmental funding preferred.
4. Excellent communication skills, interpersonal skills, and leadership skills.
5. Very good analytical skills and ability to make decisions quickly with attention to accuracy, detail and context.
6. Commitment to teamwork, collaboration, and accountability.
7. Knowledge of issues impacting seniors and disabled adults. Knowledge of social services offered in the city and surrounding counties.
8. Strong public speaking skills and willingness to participate in IM’s media events.
9. Strong ethical principles and high integrity.
10. Able to work with individuals from diverse backgrounds and adapt to change.
11. Proficient in the use of Microsoft Office and client management software systems.
12. Valid driver’s license and automobile liability insurance as required by law.