Program Services Director

Summary

The Program Services Director will maintain existing client relationships, grow and deepen those relationships, and assist in onboarding new clients. Acting as a liaison between clients and Kittitas Interactive Management, this role collaborates with various work groups and departments to improve client support programs and enhance overall client satisfaction.

$39 - $42

• Develop and define Program Services.
• Work according to set standards and operating procedures.
• Develop open and effective channels of communication with all other departments.
• Supervise Program Services Managers.
• Develop and implement policy and procedure.
• Oversee Power BI, Program Services statistics.
• Utilize critical thinking skills to identify and execute effective solutions to problems.
• Frequently check‑in with clients to confirm their satisfaction.
• Serve as subject‑matter expert on programs offered.
• Direct internal projects, determining the best utilization of resources to increase client satisfaction.
• Work directly with Program Managers while planning client care.
• Answer client questions or concerns in a timely, informative, and professional manner.
• Calmly handle client complaints and work to find solutions.
• Communicate via telephone, email, and other electronic communication means.
• Report major problems to responsible departments.
• Report progress to Executive Leadership Team.
• Maintain compliance with necessary specifications and regulations.
• Direct the development and implementation of client plans, including:
• Plans and Treatment Plans
• Functional Assessments (FAs)
• Positive Behavior Support Plans (PBSPs)
• Individual Instruction & Support Plans (IISPs)
• Develop and foster growth within existing clientele.
• Direct client planning meetings for KIM:
• Treatment Team
• Assessments
• Intake
• Transitions
• Oversee client documentation.
• Direct all data collecting of KIM client information regarding client planning.
• Maintain relationships with DDA and external stakeholders.
• Direct client planning paperwork that involves guardians/legal representatives.
• Oversee incident reporting for non‑medical issues.
• Direct oversight of incident reports, T‑logs, and RCS reports.
• Report promptly instances of injuries, behaviors, abuse, and safety hazards, etc., to the proper chain of command.
• Oversee client consents.
• Acknowledge the needs, wants, and rights of clients with dignity and respect.
• Inform clients of any new available services.
• Maintain a high degree of confidentiality when dealing with client matters relative to organizational functions.

• Bachelor's Degree desired, but not required.
• Minimum 2-3 years of Client Services experience; preference for 1-2 years leading a client services function.
• Ability to work with minimal supervision.
• Excellent written and verbal communication skills.
• Capability to adapt to a fast‑changing environment.
• Strong time‑management skills to manage multiple high‑priority projects.
• Ability to gain the trust and confidence of the executive and management team.
• Current criminal background check, cleared by DSHS before working alone or unsupervised with clients.
• Valid driver’s license or Washington State .

• Active NAR, NAC, CNA or higher credentials preferred.

• Dental insurance
• Vision insurance
• Referral program
• 401(k)
• Paid Sick Time
• Employee Assistance Plan
• Medical insurance

• Mid‑Senior level

• Full‑time

• Management and Manufacturing

• Non‑profit Organization Management