Assistant Certification Program Manager
$68,000 – $72,000
The Assistant Certification Program Manager (ACPM) primarily manages the Eligibility Assessment Officers and provides support to the Certification Program Manager. Direct management of the Customer Service and Administrative departments may be required at times.
The ACPM is the driving force that oversees determination of eligibilities, based on Mobility Link Program specific requirements and regulatory compliance mandates as stipulated by the Mobility Program contract with the paratransit program of both federal and state; in service of the ADA Community of the State of Maryland.
The ACPM will coordinate on day-to-day on-site and remote work case assessments, client interactions, and eligibility determinations processes in the capacity of a Contractor subject matter experts.
The ACPM acts as intermediary contact for Certified Residential Facilities for Persons with Developmental Disabilities and Adult Daytime Group clinics for the ADA Community serviced by the Mobility Link Program.
The ACPM serves as the primary on-site expert on ADA compliance, and coordinates with Contractor specialists, the Certification Program Manager, Customer Service Manager and Administrative Manager to ensure all operations are in compliance with ADA regulations.
The ACPM takes a front-line position in the identification, selection, training and coaching of case managers as well as unit managers tasked in processing access to the paratransit accommodations through eligibility determinations.
The ACPM reviews and prepares cases submitted for appeals from filed requests for hearing and provides the Appeal’s Office in document productions; critical to the review, analysis and resolution of cases for the Administrative Hearing Process. The ACPM initiates fact-finding for customer service complaints and presents said findings to the MTA Certification Program Manager who oversees the investigation and response of submitted appeals. The ACPM serves as Certification Program Manager in their absence.
The ACPM provides daily updates to regulatory program guidelines to Case Managers, agency personnel and the ADA community it serves.
Job Responsibilities include but are not limited to:
- Ensure all customer interviews, assessments and eligibility determinations are performed in a thorough, valid, and timely manner
- Provide oversight of the daily operations of all departments to ensure regulatory compliance as well as quality of service
- Train new staff, perform formal and informal coaching and evaluations for employees, maintain performance documentation and escalate performance issues
- Coordinate with contractor specialists for peer review on relevant eligibility determinations
- Ensure that each department follows all Certification Office Operations Manual processes and procedures and incorporate staff feedback and recommendations on improving operations and the applicant’s experience
- Delegates daily workflow, case assignments, and assign talents to special projects pertinent to the performance of work order in the Certification Department
- Oversee quality production and accuracy
- Develop quality assurance guidelines and compliance programs for the Certification Unit
- Prepare information and documentation for Appeals Office requests
- Provide daily monitoring of employees’ work schedules, time sheets and time-off requests
- Conduct fact-finding and participate in investigations for customer service complaints
- Ensure that actions pertinent to record keeping, scanning, and archiving of relevant forms, applications and documents are scanned and hard filed by end of each business day
- Build working relationships with all stakeholders and ADA Community members in accordance to coordination of customer related services for the paratransit services
- Ensure all key performance indicators and contract deliverables are met
- Other duties as assigned
Minimum requirements:
- Possess, at a minimum, an associate degree in social services, rehabilitation or an ancillary healthcare profession, or equivalent work experience,
- Possess, a minimum of three (3) years of experience in ADA Certification Program Management (or equivalent),
- Possess advance knowledge in the field of human services program regulatory guidelines in the federal and state level to service the paratransit services eligible community
- Understands State of Maryland MTA Regulatory guidelines in the field of Mobility for the ADA Paratransit Community
- Possess familiarity with common computer software programs including MS Office suite, CRM software, etc.,
- Possess familiarity with ADA regulations and sensitivity issues related to persons with disabilities and elderly persons,
- Professional capacity to lead and work in a multi-culturally diverse work force
- Excels in providing executive level communications of program activities and execution of contract deliverables per the original scope of work.
- Possess progressively responsible professional experience in planning, managing and implementing training programs regarding ADA regulations and compliance, and
- Possess the ability to lead a team and to substantially contribute to the formulation of strategies and policies.
- Possess experience analyzing, interpreting, and applying laws, regulations, policies and procedures pertaining to the Americans with Disabilities Act, the Rehabilitation Act of 1973, and other Federal, State, and Local laws applicable to disability rights.
Interested candidates should email a current copy of their resume and a cover letter to recruitment@ipslynx.net.