SENIOR HUMAN SERVICES SUPERVISOR ISRS YOUTH CASE MANAGEMENT AND SUPPORTIVE SERVICES

Overview

FLSA: Exempt. 

We are seeking a highly skilled, mission‑driven professional to join our Integrated Support & Recovery Services (ISRS) Division as a Senior Human Services Program Supervisor. This leadership role provides operational and administrative oversight across multiple children’s service programs—including the Children’s Long‑Term Support Waiver (CLTSW), Comprehensive Community Services (CCS), the Children’s Community Options Program (CCOP), and Birth to 3 Services—with a specialized focus on CLTSW policy, operations, and compliance.

The Supervisor plays a pivotal role in ensuring effective, consistent, and compliant service delivery for youth with Developmental Disabilities, Mental Health, Physical Disabilities, and other qualifying needs. A core responsibility of this position is translating State and Federal CLTSW policy into high‑quality operational practice. This includes managing the State Enrollment System through ForwardHealth, overseeing intake processes, monitoring compliance timelines, and maintaining data systems that support reporting, quality assurance, and regulatory mandates. This position also provides direct supervision to a team of social workers and a mental health professional, guiding their practice, ensuring alignment with program requirements, and fostering a collaborative, high‑performing service environment.

This role also requires advanced technical proficiency to analyze, troubleshoot, and resolve functional or data‑related issues between Avatar—our electronic health record system—and other County or State information systems, ensuring accuracy, interoperability, and continuity of operations.

The Supervisor leads operational meetings, develops agendas, coordinates program priorities, and facilitates decision‑making among internal teams, external providers, and State or consortium partners. Collaboration with co‑supervisors is essential to determine shared responsibilities, divide operational duties, and provide reliable backup support to maintain uninterrupted program compliance and service delivery. Additionally, the Supervisor provides routine and ad hoc reporting to Management on operational performance, system challenges, and items requiring administrative attention.

While the administrative focus of this position centers on CLTSW operations, the Supervisor must also demonstrate a strong grounding in broader practice frameworks—such as person‑centered planning, trauma‑responsive approaches, recovery‑oriented models, and developmental perspectives—to support staff working across multiple service areas and to uphold consistency in service quality.

Essential Leadership Functions 

Act with Integrity and Build Trust 

• Demonstrate mutual respect, humility, and honesty in all interactions 

• Speak up appropriately, even when expressing unpopular viewpoints 

• Actively listen and remain open-minded to diverse perspectives 

Drive for Results 

• Set clear goals and objectives to motivate self and others to achieve outcomes 

• Seek new opportunities to improve processes and drive sustainable results 

• Hold self and others accountable through consistent evaluation and monitoring 

Develop Talent and Effective Teams 

• Foster a collaborative environment that encourages knowledge sharing and growth 

• Provide mentorship and support to help self and others reach full potential 

• Recognize and leverage diverse strengths within self and team 

Lead with Vision and Strategy 

• Understand and communicate a compelling vision that aligns with organizational goals 

• Develop and execute comprehensive strategies to achieve long-term objectives 

• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully 

Lead with Paradoxical, Critical, and Agile Thinking 

• Navigate complex situations by considering multiple perspectives 

• Adapt quickly to changes and uncertainties in the work environment 

• Make critical decisions using analytical skills, experience, and input from others 

Build and Maintain Effective Relationships 

• Communicate and collaborate effectively with stakeholders across the organization 

• Influence others through coaching, consulting, and team-minded thinking 

• Develop and sustain partnerships that create positive outcomes for all stakeholders 

Cultivate Community Engagement and Provide Excellent Service 

• Understand and address the needs and concerns of the community 

• Incorporate community perspectives into decision-making processes 

• Drive initiatives that create positive impacts beyond the organization 

Demonstrate Emotional Intelligence 

• Show self-awareness and manage emotions effectively in challenging situations 

• Seek and respond constructively to feedback, even in the face of setbacks 

• Balance empathy with accountability when leading self and working with others 

Essential Job Functions

Staff Leadership, Supervision, and Performance Management
• Hire, onboard, train, and supervise social work and case management staff, ensuring clear expectations and consistent application of program policies and procedures.
• Provide reflective supervision, case consultation, and structured performance feedback to support staff growth and effective decision making.
• Establish and reinforce expectations for timely, accurate, and compliant documentation in alignment with Medicaid, CLTSW requirements, and agency standards.
• Monitor and evaluate staff productivity, ensuring adherence to program benchmarks, workload expectations, and performance indicators.
• Guide staff in prioritizing tasks, managing caseload responsibilities, and navigating complex case situations.
• Lead staff through operational, procedural, and policy changes, ensuring understanding of program philosophy across all service areas.
• Promote a supportive, accountable, and collaborative team culture that fosters professional development and high quality service delivery.

Program Operations and Compliance
• Direct, coordinate, and oversee daily operations of assigned programs to ensure compliant, efficient workflows and continuity of services.
• Interpret and apply State and Federal statutes, DHS rules, Medicaid policy manuals, and contractual requirements to operational practice.
• Manage referrals, eligibility determinations, waitlists, and service authorizations to meet required timelines and ensure equitable access.
• Ensure quality assurance through compliance reviews, service record audits, data accuracy checks, and corrective action planning.
• Develop, revise, and operationalize program policies, procedures, SOPs, and workflows based on regulatory updates or organizational needs.
• Oversee program data, reporting, billing requirements, and performance indicators to ensure accuracy, compliance, and effective program monitoring.
• Provide input to program budgets, monitor expenditures, and participate in strategic planning for resource allocation.

Provider, Contract, and Systems Coordination
• Coordinate and set up state contracted services, including mediation related to service issues, rate alignment, and service category accuracy.  Oversee internal systems to ensure authorization workflows are aligned.
• Collaborate with internal units, external agencies, and State DHS to support program implementation and resolve operational issues.
• Maintain and support the long term vision of Integrated Support & Recovery Services and communicate that vision with staff, consumers, and the public.

Professional Conduct and Work Environment
• Maintain courteous, cooperative, and respectful relationships with the public, clients, employees, supervisors, and public officials.
• Perform job duties in an office environment requiring sustained periods of sitting, keyboarding, document handling, and occasional movement throughout buildings or to off site meetings.
• Travel as required using a personal or rental vehicle for meetings and program responsibilities.

The position requires ongoing development of professional and supervisory skills to maintain strong leadership and support evolving program needs.

In this public service position, employee is required to be courteous, cooperative and respectful at all times, with the public and clients. Also establishes and maintains a courteous, cooperative and respectful working relationship with other employees, supervisors and public officials.

Employee is expected to report to work when scheduled, with minimum use of sick leave, to build up sick leave balance for income protection for unexpected illness.

Physical demands: Large percentage of time is spent sitting at desk, using oral communication, judgment, hearing, near vision, fingering for keyboarding and calculators, reading, writing. Handles papers and manuals, etc., lifts files, copy paper and other office materials. Sits, stands, bends and reaches intermittently throughout the day. Occasionally moves about the office building and travels to other offices or sites for meetings.

Related Job Functions

May be required to work nights, weekends, or during community emergencies and/or disasters, when work may vary from normal job responsibilities.

This job description is not intended to encompass every job duty or responsibility but is only illustrative. This position is required to perform other duties as may be assigned or required.

Knowledge, Skills and Abilities

Ability to discern between State/Federal/Programs rules and individual client needs.

Ability to critically think through ambiguity.

Clear and concise written and oral communication, with ability to clearly translate program standards and expectations.

Ability to collaborate efforts and engagement with internal and external partners, that models, motivates, and inspires a teamed approach for those they lead. Ability to lead teams through change management in a clear, consistent, transparent, and aligned manner, considering appropriate pace and expectation setting. Allowing for those you lead to understand and connect the “why” behind the change, keeping all factors and priorities balanced.

Must be open-minded to shifting perspectives and approaches to meet the needs of the individuals served (nimble, agile, responsive).

Have meaning and self-purpose connected to the populations served.

Effective conflict management capabilities.

Ability to bring and model a growth mindset to the support of teams and individuals.

Ability to be assertive to hold staff and systems accountable to expectations and outcomes, within the context of relationship.

Ability to model and support resourcefulness, independence, ownership, and initiative to build self-leaders. 

Ability to use data to analyze and evaluate trends in budgets, outcomes, and performance of the programs.

Detail oriented and critical thinker, with ability to lead team to operationalize processes to ensure intricate details of the work is captured accordingly for reporting, billing, and compliance. Ability to put policy into practice.

Training, Experience and Other Requirements

Graduation from an accredited college or university with a Master's Degree in Social Work or a related field, and two years recent related experience.

Or Bachelor's Degree and five years experience.

Two years of leadership experience, such as supervising staff, leading teams, serving as a lead worker, or coordinating program operations.

Preference will be given to applicants with the following:

• Experience supporting or overseeing compliance, service authorization processes, data tracking, or program workflows within a human services environment or possess administrative experience within Home & Community Based Waiver Programs.
• Demonstrated experience working with electronic health record systems or similar platforms, including troubleshooting workflow or data issues.
• Advanced experience translating State and Federal policy into operational practice, including enrollment systems, waitlist management, and compliance monitoring.
• Experience working within a county or state human services system, or other structured environment requiring strict adherence to regulatory, fiscal, and reporting requirements.

Valid driver's license.

Successful completion of background check under the Wisconsin Caregivers Law.