Client Services Manager
Full-Time Exempt
Creative Growth is committed to fostering an inclusive work environment and actively embraces a diversity of people, ideas, talents, and experiences. We highly encourage people of color, individuals with disabilities, and members of other historically excluded groups to apply. We are committed to providing a culturally safe workplace, and recognize that this looks different for everyone. We will work with existing staff and new hires to identify and ensure respect for cultural safety needs. Creative Growth is actively working on increasing fluency in equity issues, and is participating in ongoing organization-wide training in justice, equity, diversity, and inclusion.
The Opportunity
The Client Services Manager is an individual contributor role that sits on the management team. A full-time exempt position reporting to the Executive Director, the Client Services Manager is responsible for serving as Creative Growth’s liaison with regulatory and licensing agencies governing programs that provide services to individuals with intellectual and developmental disabilities (I/DD), ensuring Creative Growth’s compliance with related rules and regulations, and supporting the well-being of 140-160 individuals with intellectual and developmental and concurrent disabilities.
The Organization
Creative Growth Art Center is the oldest and largest nonprofit art studio for artists with I/DD and concurrent disabilities. Since 1974, Creative Growth has played a significant role in increasing public interest in the artistic capabilities and achievements of people with disabilities, providing a professional studio environment for artistic development and gallery exhibition and representation.
Founded in 1974 on the idea that all people are capable of producing works of high artistic merit and that the act of creating can be transformative, Creative Growth now serves 140–160 artists with disabilities (primarily adults, with an ancillary youth program) and positions their work within the contemporary art world. At Creative Growth, the process of creating is honored and celebrated, and the impact of that recognition and appreciation transforms the lives of the artists. Creative Growth’s studio provides professional-grade art-making classes in a variety of media, including painting, drawing, ceramics, woodwork, printmaking, textiles, and digital media. Most Creative Growth artists receive funding to attend Creative Growth's programs through the California Regional Center system, and all artists receive 50% of the net proceeds from sales of their work. At the heart of the program is a team of working artists/instructors who support and encourage individual creativity by fostering an open, adaptive environment with few rules and no judgment—a space where a community of creators work side by side inspiring, encouraging, and celebrating one another.
Duties and Responsibilities:
Agency Liaison/Compliance
Serve as primary liaison to and manage working relationships with agencies that govern programs providing services to the I/DD community, including the State of California Department of Developmental Services (DDS), affiliated Regional Centers (currently Regional Center of the East Bay [RCEB] and Golden Gate Regional Center [GGRC]), and Community Care Licensing (CCL), as well as federal agencies governing Home and Community-Based Services (HCBS)
Ensure that all significant activities on behalf of clients and families are properly and comprehensively documented and otherwise ensure compliance with requirements of all governing agencies and applicable laws and regulations, including the HCBS Final Rule mandating person-centered planning and thinking
Gather relevant information and write Individual Service Plans (ISPs) establishing goals and reporting progress, as well as semi-annual reviews and annual updates, of all client artists
Schedule and facilitate meetings with case managers, artists, families, care providers, and relevant Creative Growth staff, as needed
Review new client artist referrals and applications, and recruit, evaluate, provide tours to, enroll, and orient new client artists
Oversee Regional Center/DDS vendorization, client artist Purchase of Service (POS) authorizations, client artist engagement reporting, and Regional Center billing
Assist with research, data tracking, and reporting as needed to support fulfillment of grant deliverables
Maintain knowledge of current social work/service coordination practices as well as the laws and regulations applicable to the field of developmental disabilities
Serve as liaison with the Provider/Vendor Advisory Committee of the Regional Center of the East Bay (PVAC), PVAC Day Program Providers Subcommittee, Oakland Mayor’s Commission on Persons with Disabilities, California Developmental Disabilities Council, and disabilities community in general, and attend community/council meetings when possible
Client Artist Well-Being
In collaboration with the Studio Client Care team, monitor clients’ needs and contact case managers and care providers regarding those needs, including creating and updating documentation such as Individual Service Plans (ISPs) and medical records, etc., and advocating for improved care/service when necessary
Regularly meet with and advise the Studio Director, Studio instructors, Client Care team, and care providers regarding client artists and their goals, needs, and development
Ensure that information in client artist files, spreadsheets, and databases is accurate and current
Ensure that families, care providers, and case managers receive regular communication regarding client artist progress/issues
Facilitate meetings to resolve problems that interfere with client artist participation
Monitor attendance and contact case managers if client artists’ attendance diminishes and help find solutions to address underlying issues
Maintain timely correspondence with and/or regarding: client artists and their families and care providers; program enrollment, attendance, and billing; and client artist transportation
Help to promote a positive and inclusive culture throughout Creative Growth, with a client artist-led, person-centered approach
Maintain confidentiality regarding clients and families in compliance with HIPAA regulations and DDS/Regional Center/CCL policies
Management
Serve on Creative Growth’s management and Studio teams, including attending weekly/regular meetings, to advise and inform other departments of client artist needs and other Client Services issues as they arise, and to learn about and support organizational needs, priorities, and activities
Collaborate closely with the Studio Director, Studio instructors, and Client Care team to ensure smooth functioning of the Studio and an optimal experience for client artists in the Creative Growth program
Check in with instructors regarding available spaces and enroll client artists in classes in alignment with ISP goals
Coordinate with Gallery & Exhibitions staff to support and document client artists’ professional and artistic development
Collaborate with Client Care Coordinator to manage participation of clients and their families in Creative Growth events, such as fundraising and community engagement events
Qualifications
You are an ideal candidate if you:
Are enthusiastically committed to the vision, mission, and core values of Creative Growth and possess compassion and respect for all client artists and their families
Enjoy working in a diverse, creative, collaborative, and fast-paced environment
Share with us a respect for diverse backgrounds and voices and a commitment to inclusion, accessibility, and equity
Have a minimum of three years’ management experience in client services for individuals with intellectual/developmental and other disabilities, or equivalent
Have familiarity/experience working with the California Regional Center system, especially RCEB and GGRC
Are fluent in one of the primary languages of Creative Growth artists, including Spanish, American Sign Language, Cantonese, Mandarin, and/or Dari
Have strong team-building, management, and collaboration skills
Have the ability to take initiative and step forward to work with others to identify organizational and client artist needs and address them proactively and collaboratively
Have the ability to navigate smoothly and calmly through emotionally complex, high-pressure situations and medical emergencies
Have adaptable multi-tasking skills, with the ability to control and move forward on several priorities simultaneously, including switching priorities as required without losing momentum
Have computer skills sufficient to meet the demands of the job, including familiarity with software in Microsoft Office and Google Suite
Have a master’s degree in psychology, social work, counseling, special education, speech, education, applied behavior analysis, or related field from an accredited institution
Have a current First Aid and CPR certification
Have an appreciation for and understanding of contemporary art
Requirements
Bachelor’s degree in psychology, social work, counseling, special education, speech, education, applied behavior analysis, or related field from an accredited institution, or equivalent work experience
At least two years’ experience working with individuals with intellectual/developmental disabilities
Strong written and verbal communication and meeting facilitation skills
Familiarity with the laws and regulations governing services and supports for people with intellectual and developmental disabilities; especially including the Lanterman Act and related regulations
Ability to attend occasional events on evenings and weekends, such as gallery openings, lectures, and fundraisers, to support client artists and their families
Successful completion of the following background checks and clearances, as mandated by the State of California, California Care Licensing (CCL), for all employees of licensed facilities such as Creative Growth: record of criminal history obtained from California Department of Justice, i.e., clearance to work in a licensed facility; record of health screening, including negative TB test results; and current First Aid and CPR certification (Creative Growth will provide necessary training and cover the cost of acquiring these certifications)
Special Environmental Factors
The Creative Growth Studio is currently closed due to COVID-19 shelter in place orders, and staff and client artists are primarily working remotely. This position requires frequent meetings and other communication/engagement with current and potential new artists, artist families and care providers, Regional Center case managers, Creative Growth staff, and external professional groups, which are held online from an off-site location of the employee’s choice via Zoom, Google Meet, and/or telephone call.
When the Studio is open:
o The Studio is a busy, active, open, and sometimes loud environment, with an average of 75 client artists with disabilities working on artistic projects each day.
o The Studio is equipped with heavy machinery in the woodshop, which occasionally makes loud noise and generates dust.
o While Creative Growth has made great efforts to minimize toxic fumes and to ask staff, volunteers, and artists to refrain from wearing perfumed products, the Studio contains art supplies that may trigger chemical sensitivities.
o Several of the administrative offices and meeting areas are on the second floor, accessible by two sets of stairs and one elevator. Weekly management team meetings and other occasional meetings also take place on the second floor.
William Tyler, Untitled (WT 182), Ink on paper
This position reports to: Executive Director
The Client Services Manager is a full-time exempt position; the salary range for this position is $55,000-$65,000 a year. Creative Growth’s operational hours are 8:30 a.m.–4:30 p.m., Monday through Friday, with occasional programs and events on evenings and weekends. Creative Growth is unable to provide housing or travel assistance.
Creative Growth offers a robust benefits package, including:
100%-premium coverage for medical/dental/vision insurance
Medical and dependent care FSA
Commuter benefits plan
Life insurance
Chiropractor and acupuncture benefits
Long-term disability
Generous paid time off (vacation/sick time): 22-32 days (154-224 hours) per year, based on length of employment with Creative Growth, with a maximum accrual of 224 hours
11 paid holidays (including birthday)
Employee Assistance Program (counseling, financial, and legal services, training through an outside vendor)
Please submit cover letter and résumé in PDF format via email to jobs@creativegrowth.org (with “Client Services Manager” in the subject header). Due to the volume of applicants, only candidates who will be invited to interview will be contacted. Position is open until filled.