The Manager Social Services provides operational leadership of assigned social work practices across PCH sites. This position has responsibility for promoting and improving quality of care; maintaining regulatory compliance; ensuring that the social work practice proactively engages families and patients in care planning and ensuring effective financial stewardship and management, Through coaching, mentoring, educating, evaluating productivity and managing adherence to PCH policies and practices, this position enables growth, development and retention of the social work team. This position also takes a leadership role in developing and improving community partnerships that assist families in successful discharges, especially from a psychosocial perspective. This position reports to Director of Family Finance & Care Management and leads and supervises the Social Workers, Social Work Supervisor (s), Lead Social Workers, and related support staff.

1. Leadership
   • Provide leadership in development and monitoring of consistent, high quality social work practice to effectively meet the psychosocial and resource needs of patients and their families.
   • Provides clinical supervision for social work staff seeking clinical licensure, as required, if approved by the Board of Behavioral Health Examiners
   • Serves as a central point of contact on social work issues for the organization internally and externally, including effective communication with various hospital departments to achieve problem resolution or process improvements.
   • Establishes standards and protocols for development of work schedules, floor or service line assignments and implementation of new employee orientation and supports supervisor(s) and team leads with daily management.
   • Identifies opportunities for improvements in quality of care, including improved adherence to professional, regulatory or governmental standards. Works in collaboration with Department management, the Care Management Medical Director(s) and others to delineate a plan for improvement. Actively leads and/or participates in implementation of improvement initiatives.
   • As a key member of PCH leadership, participates in cross-departmental and multidisciplinary committees, teams and/or projects.
   • Develops and monitors internal management reporting.
   • Serves as a resource to internal and external customers on social work processes and problem resolution.
   • Identifies and communicates changes to employees in the department
2. Supports department with human resource processes
   • Oversees the selection process and makes hiring decisions for the department. Has the authority to hire, terminate, advance, promote in coordination with department Director and Human resources.
   • Evaluates performance of assigned employees and completes performance evaluations in collaboration with the Social Work Supervisor.
   • Handles employee complaints/grievances, including employee discipline. Identifies trends and creates performance improvement initiatives as needed to ensure a strong, positive culture.
   • Establishes processes and systems for training and coordinates training based on identified need. Leads the development of department policies and procedures, serving as the non-clinical social work subject matter expert.
3. Continuity of care
   • Identifies opportunities for proactive identification of risk factors that can lead to delays in discharge or unanticipated re-admissions. Provides recommendations for process improvements.
   • Facilitates removal of barriers to discharge to an appropriate lower level of care once escalated by social work staff or other medical team members.
   • Identifies and implements effective collaboration with other disciplines to remove duplication and effectively utilize internal resources for patients and families.
   • Establishes a collaborative relationship with physicians, medical directors, nurses, other unit staff, HRC/PRC management, payers and community partners, as it relates to social work scope of practice.
   • Demonstrates strong, consistent communication. Serves as central point of information for the social work department and administration.
   • In collaboration with risk management, identifies and evaluates patient and family complaints to ensure ongoing effectiveness in meeting the needs of patients and families.
4. Employee development
   • IV. Employee development 20%
   • Supports, coaches and mentors employees through ongoing goal setting, training and performance feedback. Evaluates performance of employees and completes performance appraisals in collaboration with the Social Work Supervisor
   • Assess staff competencies and develop necessary training program to improve social work practice
   • Manages employee complaints and/or grievances, including administering disciplinary actions and developing performance improvement plans, as necessary
   • In collaboration with team lead social workers and social work supervisor, evaluate overall social work productivity and consistency of practice. Based upon findings, develop individual or department wide education and improvement plans.
   • Participates in the development of departmental staffing needs, policies, procedures, planning, and overall growth.
5. Performs excellent customer service
   • Coordinates complaints/grievances from families and patients.
   • Mentors internal members of the health care team on Social Services concepts.
   • Effective verbal and written communication skills with all internal and external customers.
6. Education
   • Maintains professional competency by regularly participating in a variety of educational programs and in-services, reviewing relevant professional publications, participating in community based committees related to service line responsibilities, and/or participating in professional societies to ensure ongoing awareness of current methodologies, practices and philosophies as applied to the patient care population.
   • Maintains current knowledge of community and other resource networks for planning/provision to meet patient and family service needs, provides relevant resources to the patient and family, and assists, as necessary, with connecting the patient/family to the relevant resources.
7. Performs miscellaneous job related duties as requested.

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable