Career Opportunities with Support Solutions of the Mid South

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Case Manager (PC/SC)

Department: Program Operations
Location: Memphis, TN


 To provide supervision and coordination of residential, day and personal assistance supports for child/youth served. This position will act as liaison between Direct Care Workers and Direct Care Supervisor and administration for the day to day operation of the assigned areas. This includes ensuring that children/youth served needs are met, staffing ratios are correct, staff are properly trained, and documentation is complete and accurate and that all areas of responsibility meet DCS and licensure requirements.


In order to perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities assistance with performing the essential functions of this position.

 Participate in meetings or assessments for the child/youth.

  1. Ensure that training specific to the needs of the child/youth is completed for all staff before they work with any children/youth, along with the on-the-job-training. Coordinate any behavior or therapy training for new staff. Ensure the prompt implementation of service plans/ prior authorizations, Behavior Support Plans, IEP/plans of care, therapy plans for children/youth.

  2. Ensure that supervision visits are completed and documented. Follow up on identified issues. Also follow up on identified issues from Quality Assurance visits. Supervise employees, including completion of evaluations and disciplinary actions. Make recommendations regarding hiring and termination of employees.

  3. Assure programmatic and administrative supervision of staff on all shifts.

  4. Case Manager may be required to cover a shift if/when subordinate staff is unavailable.

  5. Case Manager is on call and is responsible for maintaining a cell phone 24/7 to ensure accessibility. Case Manager is required to respond to all calls within 30 minutes from Direct Care Workers/Direct Care Supervisor/Case Manager Supervisor/Management regarding staffing call outs, aggression, physical violence, property damage due to behaviors and incidents requiring law enforcement or emergency medical intervention.

  6. May give telephonic guidance; however, personal attendance to a crisis may be required at any time. Assist Direct Care Supervisor and Direct Care Workers in managing incidents and emergencies. Follow up to ensure that incidents are reported according to policies and procedures in a prompt and timely manner.

  7. Assist with internal and external investigation requests, including documentation requests and coordinating staff interviews.

  8. Review and approve staff schedules to ensure proper coverage and minimize overtime. Check and approve employee timecards.

  9. Review activity calendars and shift notes (electronic and hard copy). Work cooperatively with Day Service Coordinators to ensure content of documentation is complete and appropriate. Ensure monthly summaries are completed. Monitor utilization of electronic records system. Ensure his/her training is completed in a timely manner. Ensure training for team members is completed in a timely manner.

  10. Ensure that staff meetings are conducted monthly or weekly if needed. Maintain agendas/notes for those meetings and follow up on problem areas.

  11. Assist with transitions and admissions to all programs that Support Solutions provides.

  12. Encourage high productivity, commitment and cooperation by sharing information through candid, clear and timely communication.

  13. Contribute to the smooth administration of Support Solutionsí operations by performing other duties/task as assigned.

  14. Encourage customer satisfaction through regular contact with persons served, conservators, families and external stakeholders.

  15. Act as liaison with Case Manager Supervisor and DCS to ensure the safety, health and well-being of the child/youth.

  16. Document at least one hour of week of case manager services for each child on case load.


    Additional duties for mentors:


Assist in briefing new Case Managers on proper etiquette and expectations for representing Support Solutions in meetings and community functions.

1. Train new Case Managers regarding required training for Direct Care Supervisors and Direct Care Workers.

2. Train new Case Managers regarding implementation of service plans/ prior authorizations, plans of care, Behavior Support Plans, therapy plans.

3. Review site visits completed by new Case managers and offer feedback.

4. Train new Case Managers regarding staffing plans, staffing patterns and employee time card approvals.



 Exhibit behaviors and best practices that are consistent with the vision and values of Support Solutions.

  1. Practice safe work habits to minimize potential safety and health hazards and to maintain a safe work environment. Attend all training as scheduled.

  2. Work as part of the team to ensure that Support Solutions Quality Management principles (Plan, Measure, Assess, Improve) are practiced and achieved.

  3. Operate company and personal vehicles in a safe manner.

Perform other job related duties as may be assigned by authorized staff.


This job description does not list all the duties of this position. You may be asked by supervisors, managers or authorized staff to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in the job description. Support Solutions reserves the right to revise this job description at any time. The job description is not a contract for employment and employee or employer may terminate employment at any time, for any reason.



Must have a high school diploma or equivalent. Must have a Bachelorís with Master's degree. The Candidate is preferred   have at least one year DCS experience, if no DCS experience 1 year if DIDD experience will be required. Excellent communication skills and self-directed responsibility are expected. Must have the desire and skills to mentor team members.

Must have proficient computer knowledge. Must have a valid driverís license and maintain a valid driverís license and acceptable driving record throughout employment with Support Solutions. Must meet state and local requirements regarding criminal background check, sexual offender check, abuse registry, drug screening, felony offender listing, and all others as required by governing entity. Must meet all training requirements and keep training current.



  • Effective verbal and written communication skills
  • Effective organizational skills, able to complete heavy workloads within established time frames, and perform with frequent interruptions and/or distractions 
  • Effective interpersonal skills, able to establish and maintain cooperative working relationships with others, ability to interact appropriately with others in various contexts and purposes
  • Must be able to practice confidentiality in all matters pertaining to clients and employees
  • Has effective time management in the office and in the field and adjust priorities quickly as circumstances dictate
  • Can perform a variety of duties, often changing from one task to another, in a job that may require significant differences in technology, techniques, environmental factors, physical demands, or work situations.
  • A working knowledge of community resources 
  • Keeps a professional appearance
  • Able to follow instructions and work independently 
  • Have a proficient knowledge of computer software programs needed to complete job tasks
  • Have a general knowledge of office machines. (Fax, Printers, Copiers, etc.) 
  • Understands protocol when working with individuals with developmental disabilities.
  • Thorough knowledge of rules, regulations, policies, and procedures
  • Possess a high degree of leadership and a lead by example mindset, make appropriate job decisions following standard office policies and procedures, recognize an emergency situation and take appropriate action, think through the consequences of a decision prior to making it.




 Employee must also provide any medical records required to comply with regulations in force through any governing entity related to business operations and to meet policy and procedure requirements of Support Solutions, such as TB Skin tests, HEP B vaccinations, Flu vaccinations, health screening, etc.



 The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. This position is full time and may require additional hours over 40 per week. This position is required to be on call and respond to urgent matters or emergencies after office hours. This position works primarily in an office environment, but may also have to work in a home environment, or with supported individuals in community settings, work settings, outdoor activities, etc.


Body Positioning: The employee is regularly required to stand and/or walk for prolonged periods of time. She/he may also be required to sit for short or long periods of time while completing other duties and responsibilities. There is also a requirement to be able to occasionally stoop, kneel, or crouch and to reach with the hands and arms. She/he must be able to drive/travel for short periods of time to transport supported person to appointments and community outings and to attend meetings, and trainings, and site visits.


Body Movements: The employee must have a full range of body movements including the use of his/her hands, feet, and limbs to use computers and office equipment, to perform CPR compressions, abdominal thrusts, CPI techniques, or to pursue on foot a person to prevent them from injury, etc. The ability to bend the body, to reach for objects, and to crouch/stoop, and climb when needed are also required.


Body Senses: The employee must have command of all five senses: sight, hearing, touch, smell, and taste. Specific vision abilities required include close vision, distant vision, and depth perception. These vision requirements in each area must be sufficient to shift in focus from reading documents to using a computer or tablet for data entry and operating a vehicle. There is also a requirement to talk and listen for prolonged periods both on the telephone and face to face.


Strength: The employee must have the ability to perform heavy lifting over 50 lbs. to assist total care supported individuals with transferring to and from a wheelchair, turning/repositioning a total care person in bed, etc.




    • Valid state-issued Driver License


  Maintain applicable certifications, such as CPR, First Aid, crisis management, medication certification.

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