Incident Management Coordinator
Mission Statement: To set the standard for quality in the human service field through consistent demonstration of dependability, integrity and commitment to our stakeholders.
Payroll Classification: Exempt
Essential function: Primary Responsibility for direct support personnel with regard to Incident Management: supervising, supporting, disciplining, evaluating, and training. Providing input into terminations, position changes, promotions, and schedules.
Responsible for building a cohesive unit to have productive results.
Ensure health, safety, and welfare of individuals in the program.
Relationship management as demonstrated by the following qualities:
• Acting as a positive role model- Models effective behavior for staff to emulate
• Approachability- Projects an openness which allows staff to come to them with concerns and issues.
• Challenge – Encourages staff to go beyond what is comfortable for their growth.
• Conflict management- Facilitates mutual understanding to foster continued growth.
• Customer Care- understanding and anticipating customer needs, acknowledging, responding timely and completion resolution.
• Discipline- addresses problematic behaviors immediately, establishes expectations and develops a plan of correction.
• Diversity – Understands that each individual is unique and recognizing and respecting individual differences.
• Fairness- Makes judgments that are free from bias and treats all equally.
• Inspire- Compels staff to perform beyond their perceived capabilities.
• Instructor/Performance Coaching – Evaluates with fairness and objectivity. Ensures staff are trained thoroughly. Provides feedback about staff member’s work performance as a basis for improvement.
• Motivator- Instills enthusiasm, loyalty and commitment from others. Rallies the team despite external circumstances.
• Passion – Puts more energy into something than is required to do it.
• Proactive- Quickly determines when deviations, anomalies, and negativity can lead to problems and realigns team focus to the goal; is not constrained by the thoughts or approaches of others.
• Responsiveness- Reacts appropriately to inquiries, concerns, and information in a timely manner.
• Social awareness- understanding how you react to different social situations and effectively modifying your interactions with other people so that you achieve the best results. Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions.
• Team building/Teamwork –Enhances social relations both departmentally and company-wide. Defines roles within teams in order to achieve a common purpose or goal.
Essential Function: Ensure compliance with Mental Retardation Bulletin 6000-04-01 regarding Incident Management. Responsibilities include fulfilling the role of Incident Management Representative, serving as a Point Person which includes being on-call, conducting investigations of designated incidents, and maintaining confidential written documentation. Collaborate with department Directors to determine the action necessary to promote the health, safety, and rights of individuals served by the provider.
• Serve as a member of the Quality Management Committee. Execute and carry out any and all recommendations and decisions of the committee. Identify risks, exposures, trends and patterns and address issues. Ensure policies and procedures address risk areas and comply with current laws and regulations. Conduct quarterly reviews of Investigations.
• Become certified to instruct Medication Administration. Serve as a member of the Medication Task Force. Provide close follow-up for medication errors and reportable incidents related to medical issues (ER Visits, Hospitalizations, etc)
• Develop and conduct training programs pertaining to Incident Management and Medication Administration, as necessary.
Primary responsibility to insure that agency policies, laws, and regulations are followed within the department.
Skill management as demonstrated by the following qualities:
• Accuracy- Bases action on comprehensive and factual information.
• Analytical skills/Problem Solving – Researches and breaks issues into component parts for the discovery and interpretation of facts. Gathers relevant information in order to make sound decisions. Anticipates problems.
• Creative –Proposes and produces solutions, options, and ideas that go beyond the physical presence of rules, policies, and data.
• Decision Making- Independently formulates and articulates clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option.
• Delegate –Entrusts a task or responsibility to the right person while still remaining accountable for the outcome.
• Dependability can be counted on to complete responsibilities
• Discernment– Possesses the ability to be a great simplifier who can cut through argument, debate, and doubt to offer a solution.
• Innovation – Develops new ideas and methods. Combines ideas in unique ways or makes connections between disparate ideas; explores different lines of thought; views situations from multiple perspectives; brainstorms multiple approaches/solutions.
• Intuitive – Senses dimensions beyond what is apparent.
• Vision- Plans for the future while possessing a clear understanding of the past and present.
• Multi-tasking – Tracks and performs multiple tasks at the same time.
• Results- oriented- Completes work in an efficient manner.
Essential Function: Primary responsibility for performing the job with minimal supervision or follow up. Taking responsibility for one’s own behavior, communication and attitude. Possesses the internal drive and resilience to conquer obstacles despite external influences. Possesses a comprehensive view of the job and what it entails.
• Accountability – Takes ownership for actions/decisions, Accepts responsibility for outcomes (positive or negative)
• Adaptability – Accepts changes in direction whether internally or externally motivated.
• Attendance- Comes to work regularly, which is integral to the efficient operation of the program/department.
• Character Words and actions match.
• Commitment – Demonstrates dedication & loyalty. Invests whatever is necessary to fulfill a mission.
• Confident/Courage – Chooses to do the right thing without giving into fear.
• Focus- Demonstrates the ability to hone in on key aspects of a situation without getting hung up on irrelevant issues. Focuses on possibilities rather than barriers.
• Initiative – Seeks opportunity and takes action without waiting for others to direct. Works effectively with minimal direction or feedback .willingly makes own decisions
• Knowledge Seeker- Seeks, Identifies, participates in and implements learning activities (i.e.: courses, reading, self-study, coaching, experiential learning) that help fulfil learning needs. Puts self in unfamiliar or uncomfortable situations in order to learn; asks questions at the risk of appearing foolish; takes on challenging or unfamiliar assignments. Puts new knowledge, understanding, or skills to practical use on the job; furthers learning through trial and error
• Perseverance- Persists in the face of obstacles, does not get derailed when issues arise.
• Professionalism- Maintains composure during challenging situations.
• Self-Discipline – Provides needed actions including demonstrating correct performance for staff. Deals with problems immediately. Confronts issues.
• Time Management –Prioritizes and structures time to balance competing demands in order to meet deadlines.
Essential Function: Effective communication consists of conveying expectations, developing an action plan, proceeding with the plan and sharing the results.
• Listens effectively to ensure understanding.
• Maintains focus and doesn’t expend excessive time on irrelevant topics.
• Communicates using the method most appropriate based on preference of audience and the content of the information being communicated.
• Demonstrates simple, clear exchange of information.
• Promptly and consistently shares relevant information with all vested parties while maintaining confidentiality.
• Addresses issues directly without downplaying the seriousness of the matter.
• Clearly communicates expectations to facilitate staff work performance.
• Coordinates, conducts, participates and contributes to department meetings.
• Follows meeting agenda to ensure a productive outcome.
• Collaborates in order to maximizes benefits and minimize costs.
• Advocates for processes which improve outcomes.
• Writes clearly, concisely, and expressively so it’s easily understood
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the staff member. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Education & Experience:
Must meet the following criteria, which is necessary to become a Certified Investigator:
• High School diploma or G.E.D.
• Be 21 years of age or older
• Meet the criminal background requirement of the Older Adults Protective Services Act and, if applicable, the Child Protective Services Law
• Complete “The Investigative Process; Organizational Context and Processes” web-based training on the Learning Management System (LMS) within three months of the course date
• Successfully complete the entire four days of certification training and pass the exam
Minimum four years of experience working with MH/IDD population.