Living Services Program Manager (ILS / SLS)
Department / Program: Living Services - Independent Living Services (ILS) and Supported Living Services (SLS)
Reports To: Regional Services Director – East Bay
Positions Supervised: ILS Case Managers and SLS Case Managers (and, through them, ILS Lead Instructors, ILS Instructors, Personal Attendants, and Team Leaders)
FLSA Classification: Exempt
Employment Type: Full-Time
Work Location: Hybrid - office, client homes, and community settings
Travel Required: Regular field travel during work hours; additional travel as needed for client services and meetings
Pay Scale: $90,000 – $102,000 annually + full benefits package worth up t0 $12,000
Position Summary
The Living Services Program Manager provides leadership, supervision, and operational management for Thrive Support Services, Inc.'s combined Independent Living Services (ILS) and Supported Living Services (SLS) programs. This position is accountable for the quality, compliance, and financial performance of both service lines, and for building a single, unified team that delivers person-centered supports across the full continuum - from skills instruction that builds independence to sustained in-home supports for individuals with higher acuity needs.
The Program Manager ensures that services promote independence, safety, dignity, and community integration for adults with intellectual and developmental disabilities in accordance with Title 17 regulations, the Lanterman Act, Regional Center vendorization requirements, and agency policy. Core accountabilities include staff supervision and development, service delivery and scheduling, documentation and quality assurance, EVV compliance, Regional Center billing and budget monitoring, interdisciplinary coordination, and program growth.
Essential Job Duties and Responsibilities
The following duties are the essential functions of this position. They are the fundamental job duties that the employee must be able to perform, with or without reasonable accommodation. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA).
Program Leadership and Operations
- Lead day-to-day operations of both the ILS and SLS programs as a single, integrated department, ensuring consistent standards, shared practices, and coordinated service delivery across both service lines.
- Coordinate program operations to ensure compliance with agency policy, operational standards, Regional Center vendorization requirements, Electronic Visit Verification (EVV) requirements, and applicable state and federal regulations.
- Develop, implement, and oversee individualized client training programs and supports in accordance with Individual Service Plans (ISPs) and person-centered planning principles.
- Ensure services and training sessions are scheduled in the ratios required by vendorization, in the least restrictive environment (typically 1:1 for ILS unless otherwise specified), with appropriate staffing levels for SLS.
- Oversee client instruction and support across domains including money management, nutrition, cooking, shopping, emergency procedures, community awareness, mobility, laundry, household management, health and sexual health education, medical procedures, counseling, crisis intervention, and housing.
- Conduct home and community-based visits to assess service quality, client safety, staff performance, and progress toward goals.
- Maintain training materials and curriculum related to independent living skills, safety, community integration, and supported living programming, updating them to reflect program goals and regulatory changes.
- Oversee the SLS on-call rotation and emergency and unplanned staffing coverage for SLS clients, ensuring continuity of in-home supports and that coverage is arranged, documented, and communicated to the interdisciplinary team.
Staff Supervision and Development
- Recruit, interview, hire, orient, train, supervise, and evaluate ILS and SLS Case Managers, and oversee hiring and supervision of field staff through them.
- Conduct regular staff meetings, individual supervision sessions, competency-based training, quality assurance reviews, and performance evaluations across the combined department.
- Establish consistent performance expectations, coaching practices, and development pathways for staff in both service lines, including cross-training where operationally appropriate.
- Monitor workplace safety practices and staff compliance with Cal/OSHA standards, Universal Precautions, and agency safety procedures.
Compliance, Documentation, and Quality Assurance
- Monitor program compliance with Title 17, the Lanterman Act, HIPAA, Cal/OSHA, mandated reporting laws, and agency policy across both service lines.
- Compile and review ISPs in accordance with current regulations; author or approve semi-annual and other progress reports based on ISP goals.
- Ensure timely completion, review, and quality assurance of all client documentation, including ISPs, progress reports, program hours, case notes, and client files.
- Perform routine quality assurance reviews of client files and documentation to confirm regulatory and policy compliance across both programs.
- Report suspected abuse, neglect, unusual incidents, injuries, or safety concerns in accordance with mandated reporting requirements, Title 17, and agency policy; complete Special Incident Reports (SIRs) within required timeframes.
Fiscal and Administrative
- Oversee payroll coordination, overtime monitoring, and Regional Center billing for both programs; ensure accurate and timely submission of monthly program hours and supporting documentation.
- Monitor program budgets, staffing costs, and service utilization; identify variances and recommend corrective action.
- Prepare monthly operational, quality assurance, and budget reports for the Regional Services Director.
Coordination, Advocacy, and Growth
- Coordinate client services with Regional Centers, healthcare providers, families, schools, employers, community agencies, natural supports, and other interdisciplinary team members.
- Coordinate services with external programs and benefits systems, including Social Security, food assistance, and counseling services.
- Participate in Interdisciplinary Team (IDT) meetings and advocate for client-centered service planning and support coordination.
- Develop community partnerships and market Thrive's ILS and SLS programs to Regional Centers, schools, hospitals, agencies, and community organizations.
Other Duties And Responsibilities
- Attend required trainings, workshops, meetings, and professional development activities.
- Support agency program development initiatives, policy implementation, and continuous quality improvement activities.
- Provide direct support or carry a limited caseload only when operationally necessary to maintain continuity of client services.
- Perform additional duties and special projects as assigned by the Regional Services Director or executive leadership.
Other duties as assigned. The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Qualifications And Requirements
Education
- Bachelor's degree in Human Services, Psychology, Social Work, Education, or a related field required.
- Master's degree in a human services-related field preferred.
- An equivalent combination of education and directly related experience may be considered at Thrive's discretion.
Experience
- Minimum of three (3) years of experience working with adults with intellectual and developmental disabilities preferred.
- Minimum of two (2) years of administrative or supervisory experience including staff supervision, program oversight, budgeting, training, service design, program evaluation, or goal setting preferred.
- Experience in Supported Living Services, Independent Living Services, behavioral support, special education, or Regional Center services strongly preferred.
- Experience managing more than one service line, or managing across multiple teams, preferred.
Knowledge, Skills, and Abilities
- Knowledge of ILS and SLS principles, Title 17 regulations, Regional Center systems, vendorization requirements, EVV, and person-centered service delivery.
- Knowledge of staff supervision, training practices, program development, quality assurance, and operational management principles.
- Ability to coordinate complex services, manage multiple priorities across two program lines, and maintain regulatory compliance in a fast-paced environment.
- Ability to communicate effectively with clients, families, staff, Regional Centers, and community agencies.
- Ability to supervise, coach, mentor, and evaluate staff in a professional and collaborative manner.
- Ability to analyze problems, exercise sound judgment, and implement effective solutions during emergencies or crisis situations.
- Ability to maintain organized records, operational reports, and confidential information in accordance with agency standards and applicable law.
- Demonstrated competency in the training areas taught within ILS; behavioral training preferred.
- Fluency in American Sign Language (ASL) or Spanish preferred.
Licenses and Certifications
- Valid California driver's license, acceptable DMV printout, current vehicle registration, and a reliable vehicle available during work hours.
- Automobile insurance meeting Thrive's required limits (100/300/50).
- Current CPR and First Aid certification required; candidates without current certification at the time of offer must obtain it within thirty (30) days of hire and maintain it continuously.
- Willingness to update certifications, clearances, and reports as required by agency policy or DDS/Regional Center requirements.
Required Clearances And Pre-Employment Conditions
All offers of employment with Thrive Support Services, Inc. are contingent upon successful completion of the following pre-employment requirements, in accordance with applicable federal and California law and Title 17 of the California Code of Regulations:
- Criminal background clearance through Department of Justice (DOJ) and Federal Bureau of Investigation (FBI) Live Scan fingerprint screening, consistent with California's Fair Chance Act (Gov. Code §12952).
- Tuberculosis (TB) clearance documentation as required for direct-service roles.
- Completion of Form I-9 with documentation establishing identity and authorization to work in the United States.
- Signed acknowledgment of mandated reporter obligations under Welfare and Institutions Code §15630, in accordance with §15659.
- If the position requires driving on Thrive business: a valid California driver's license, current DMV printout reflecting an acceptable driving record, current vehicle registration, and personal automobile insurance meeting Thrive's minimum coverage requirements.
Mandated Reporter Status
This position is a mandated reporter under California Welfare and Institutions Code §15630. As a person who has assumed full or intermittent responsibility for the care or custody of dependent adults, the employee is legally obligated to report known, suspected, or alleged abuse, neglect, abandonment, abduction, isolation, or financial abuse of an elder or dependent adult immediately, or as soon as practicably possible, to the appropriate agency, with a written follow-up report within two (2) working days. The employee must also fulfill all Special Incident Reporting (SIR) obligations to the Regional Center under Title 17 CCR §54327. Failure to report is a misdemeanor under Welfare and Institutions Code §15630(h). Prior to commencing employment, the employee will sign a statement acknowledging receipt and understanding of these obligations as required by Welfare and Institutions Code §15659.
Confidentiality
The employee is required to maintain strict confidentiality of all client, employee, and inter-agency information in accordance with the Health Insurance Portability and Accountability Act (HIPAA), the California Confidentiality of Medical Information Act (CMIA), the Lanterman Act, and Thrive Support Services, Inc. policies. Unauthorized disclosure of confidential information is grounds for discipline up to and including termination of employment, and may carry civil or criminal penalties.
Tools And Equipment Used
Tools
- Walkers, wheelchairs, gait belts, adaptive equipment, and household support equipment.
- General household equipment used during ILS training, including kitchen, laundry, and mobility aids.
- Office equipment, teaching materials, and related administrative tools.
Technology
- Company-issued cell phone (with hotspot) and laptop.
- Computer, Microsoft 365 (Outlook, Word, Excel, Teams, SharePoint), and video conferencing.
- SetWORKS and other electronic documentation, timekeeping, scheduling, and Regional Center billing systems; Relias learning management system.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made under the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA) to enable individuals with disabilities to perform these essential functions. The list below is not exhaustive and may change based on the operational needs of the agency.
- Move throughout office, residential, and community environments while conducting home visits, meetings, and client support activities.
- Occasionally lift or move up to 50 pounds with or without assistance, including assisting with client mobility using safe methods.
- Visual ability sufficient to review documentation and to drive safely.
- Operate a motor vehicle safely while traveling between client homes, appointments, and agency locations.
- Communicate effectively with clients, families, staff, and outside parties in person, in writing, and by phone or video, using spoken language, sign language, assistive technology, relay services, or interpreters as appropriate.
Mental Demands
The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made under the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA) to enable individuals with disabilities to perform these essential functions.
- Maintain sustained concentration while overseeing staff performance, program operations, documentation requirements, and client services across two service lines.
- Exercise sound, independent judgment during emergencies, staffing challenges, behavioral incidents, training design, incident reporting, and complex service coordination.
- Analyze operational, staffing, and client service issues and implement effective corrective actions.
- Respond calmly and effectively to client crises and behavioral challenges.
- Adapt effectively to changing priorities, staffing needs, regulatory requirements, and client support demands.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made under the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA) to enable individuals with disabilities to perform these essential functions.
- Work regularly in office settings, client homes, healthcare facilities, schools, and community-based environments with varying conditions and cleanliness standards.
- Travel frequently between service locations, with exposure to adverse weather; noise levels range from quiet in office settings to loud in the field.
- Occasionally encounter challenging behaviors, contagious illnesses, domestic animals, or potentially unsafe situations.
- Participate in emergency response and crisis intervention as operationally required.
Workplace Safety And Incident Reporting
The employee is required to perform all duties in a manner consistent with Thrive Support Services, Inc.'s Injury and Illness Prevention Program (IIPP) and Cal/OSHA requirements (Title 8 CCR §3203). The employee will:
- Use Universal Precautions and proper body mechanics at all times.
- Immediately report all employee injuries, accidents, near-misses, and unsafe conditions to their supervisor and complete the documentation required for Workers' Compensation.
- Complete Special Incident Reports (SIRs) and Suspected Abuse Reports as required by Title 17 CCR and Welfare and Institutions Code §15630.
- Complete all Thrive-required training, including harassment prevention training under Government Code §12950.1, within the timelines established by company policy and California law.
Reasonable Accommodation Statement
Thrive Support Services, Inc. will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job, unless doing so would impose an undue hardship on the operation of the business. Applicants and employees who require an accommodation should contact Human Resources to engage in a timely, good-faith interactive process as required by the Americans with Disabilities Act (ADA), the ADA Amendments Act (ADAAA), and the California Fair Employment and Housing Act (FEHA).
Equal Employment Opportunity Statement
Thrive Support Services, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, religious creed (including religious dress and grooming practices), sex, gender, gender identity, gender expression, sexual orientation, marital status, registered domestic partner status, pregnancy, childbirth, breastfeeding or related medical conditions, age, national origin, ancestry, citizenship status, immigration status, physical or mental disability, medical condition, genetic information, military or veteran status, political affiliation, reproductive health decision making, off-duty cannabis use, or any other characteristic protected by federal, state, or local law. Thrive complies with all applicable federal, state, and local laws governing nondiscrimination in employment, including the California Fair Employment and Housing Act (FEHA) and Title VII of the Civil Rights Act.
About Our Organization:
Thrive Support Services was founded in 2007 with the goal of helping adults with developmental disabilities Thrive in their own homes and chosen communities. We believe that every individual, regardless of disability, has the right to live in the place of their choosing and with the people they want by their side. We serve clients throughout the Alameda and Contra Costa County Areas. We truly see this endeavor as a way to make a difference in peoples' lives every day. Visit our website at www.ThriveSupportServices.com.