Director of Customer Insights jobs in Hawaii

For over 75 years, Easterseals Hawaii (ESH) has endeavored to change the way the world defines and views disability by making profound, positive differences in people’s lives every day. At Easterseals, we are dedicated to building communities of Aloha so that people with intellectual and developmental disabilities (IDD) can choose their own path. We provide care to diverse communities with justice, equity, and inclusion as guiding principles, managing 18 programs statewide that deliver remote and in-person services to infants, children, youth, and adults with IDD and their families. The Director of Adult Home and Community Based Service Programs provides operational, financial and quality oversight for ESH’s center-, community- and home-based adult programs, and employment services programs. This role manages a team of program managers and is responsible for establishing and maintaining self-sustaining, scalable, person first programming that improves the well-being of its primary stakeholders – clients, families, funders and staff.

Core Responsibilities & Essential Functions

In collaboration with their direct Supervisor, the Director of HCBS Programs will:

• Ensure that the HCBS Programs align with the purpose, vision, best practices and operational needs of ESH.
• Oversee the programs to ensure they meet or exceed the requirements of regulatory, certification and accreditation agencies.
• Develop and lead a high-performing team of managers and individual contributors and ensure program staffing supports budget targets and program and staff needs.
• Develop and execute the annual HCBS and Employment Services V2MOM, budget, and operating plan.
• Meet or exceed HCBS and Employment Services budgeted operating margin and billed hours targets.
• Advocate for equitable, inclusive, accessible, and justice-driven care
• Collaborate with and serve as a leadership partner and point of contact for funders, regulatory entities, and Family of Companies (FoC) shared services departments to ensure successful delivery and application of services.
• Adhere to the FoC network structure organizational protocols.
• Ensure compliance, regulatory, and funder requirements are met, and take action if they are not.
• Travel to ESH regional offices to conduct training and provide operational oversight.
• Manage and oversee program contracts.
• Additional duties assigned by supervisor.

Qualifications

Minimum Education, Experience & Training Equivalent to:

• Bachelor’s degree from an accredited program or equivalent. Master’s degree preferred.
• A minimum of five years’ experience and/or training working with adults who have intellectual or developmental disabilities.
• Minimum of five years’ experience with supervisory responsibilities. Prefer seven years of progressive experience with at least one year in a leadership position.
• HCBS managerial experience preferred.

Knowledge & Skills:

• Understanding of key operations management principles and the ability to execute them.
• Adaptable to a fast paced and quickly changing environment, agile, able to prioritize and multi-task, work independently, and meet critical deadlines without supervision.
• Deep knowledge of adult programming serving the IDD populations
• Demonstrated developmental and inspiring leadership with a focus on team building, collaboration, and high level of employee engagement.
• Willingness and capacity to develop and maintain effective and collaborative working relationships with funding sources and individuals at all levels within the Family of Companies Ability to synthesize and collate data and use it to tell the story of operational performance.
• Commitment to building, developing, and supporting diverse teams.
• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• Excellent verbal and written communication skills. Must be highly detail oriented and have excellent follow-up/follow-through
• Confidentiality and discretion pertaining to the work environment and maintenance of all HIPAA requirements.
• Capacity to ensure policies and procedures are accurately interpreted, consistently administered, aligned with organizational goals, and in compliance with professional standards, state and federal regulations and other requirements.
• Proficient in current computer software and technology used in day to day program operations.
• Committed to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters.

Community Centered:

• Sensitivity to working with an ethnically, socioeconomically, linguistically, and culturally diverse population.
• Seeks to understand the underlying needs, desires, and values of colleagues. 
• Appreciates and demonstrates collaboration across teams. 
• Serves as a role model, bringing our core values to life in your work. 
• Works well with employees at any level of employment. 

Equity informed:

• Knowledge of multiple historically excluded groups. 
• Interest in working with and elevating employee needs. 
• Approaches work with a growth mindset, welcome feedback, and understand that humans all have biases and are imperfect as a baseline. 

Bold:

• Challenges the status quo in service of creating advocacy informed systems and external partnerships. 
• Experience coaching, facilitating, or working in advocacy spaces. 
• Navigates ambiguity with an excitement for problem solving. 
• Effectively manages programs from visioning to implementation. 
• Commitment to meet agreed upon deadlines on time or ahead of schedule. 
• Transparent on action, pursuits, and outcomes.

Wellbeing driven: 

• Willingness and commitment to self-reflection and re-thinking.  
• Ability to understand your physical, mental, social, and financial wellbeing needs with a willingness to co-create boundaries that allow you to sustainably show up and honor your humanity. 

Physical Requirements:

• Frequent bending, reaching, squatting, kneeling, and twisting to observe, assess, and interact with participants and program workforce.
• Ability to stand or sit for extended periods of time, stand for up to 6-8 hours a day.
• Occasional lifting, carrying, and loading/unloading materials up to and including 50 lbs.
• Visual and auditory ability to work with participants, staff, and others in the workplace continuously.
• Frequent travel includes both air travel to neighbor islands and driving to and from office, community locations and participant homes.
• Capacity to utilize computers, cell or landline phones, fax and copy machines to communicate
• Accurate proofreading documents for accuracy.
• Frequent exposure to disability disorders in clients; occasional emergency situations; occasional exposure to trauma; in person client contact and decision making; and constant concentration required when working with clients.

CONDITIONS OF EMPLOYMENT

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Able to travel to multiple work sites, islands, and participant homes. Reliable transportation required.
• Must have valid Hawaii Driver’s License/insurance and maintain a clean driving record.
• Must pass health screenings, obtain vaccinations, and provide TB clearance based on company policies.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend all required training.

#LI-GH1

#ESHawaii

Company:EasterSealsHawaii

Time Type:

Full time

$110,000 - $122,000 annually

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Easterseals Hawaii is an equal opportunity employer.

Job Type: Full-time

Pay: $115,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Hawaii: Relocate before starting work (Required)

Work Location: In person