Overview
Your Team
As a Life Changes House Manager, you are a member of a carefully selected team developed to ensure the best possible outcome for each individual we serve. If your facility has an assigned PRSS, you will work closely with him/her and communicate either verbally or through written documentation activities of each client. The PRSS completes Measures of Success documentation every 30 days and reviewing these documents will provide valuable knowledge for you in managing your client.
If your facility does not have an assigned PRSS, please know it is the goal of Life Changes that every facility will have an assigned PRSS. This is a work in progress and your administrative team will provide you ongoing support until this goal is achieved.
The Support Services Manager and Administrative Director will oversight your facility and clients, conduct team meetings and report findings to the Executive Director. All managerial decisions of Life Changes come directly from the Executive Director Lisa Moore or her designee, Sandy Finelli.
In addition to Life Changes staff, each client may have an outside case management team. Outside case management teams vary depending on each individual and may be through an insurance provider, a behavioral health provider or a criminal justice professional. It is imperative you know who each client outside case management team is. You will likely deal directly with the outside case management teams. For this reason, it is imperative you always conduct yourself in a professional manner.
Ethics
It is vital that you conduct yourself in a professional manner at all times. Keep in mind, your clients are just that YOUR CLENTS. It is unethical to engage in a personal relationship with any client of Life Changes for a minimum of two years after they have left the program. This includes deep friendships or sexual relationships. This applies to clients that reside in your facility or any Life Changes facility.
General
Although Life Changes, Inc. does not have a dress policy, you are expected to dress appropriately at all times. This means no provocative clothing, or items with drug, alcohol, or gang logos.
Your job duties are many and varied. You are responsible to ensure all duties related to your position are performed in a professional and timely manner.
When dealing with residents in the program, you must always model appropriate behavior. It is imperative you act professionally with all residents as well as with individuals who visit the facility. Our residents’ needs and safety is our highest priority.
Proper Examples
Use appropriate communication skills. Do not argue with a resident. If a disagreement cannot be discussed in a calm manner, obtain the help of your team. Remember to use “I” statements. Be positive using “please,” “thank you,” “excuse me,” and “how was your day.” Ask the resident if there is anything they need from you and offer to show them how things are done. Remember, you are the professional at all times.
Abusive behavior is never ok and is grounds for immediate dismissal. This includes grabbing, shoving, pushing, slamming of doors, drawers, or cabinets, swearing, degrading language or any other form of abuse. Do not gossip about other staff members or residents with another resident. When discussing a resident with a staff person, be sure there are no residents within earshot.
Use positive touch such as a short brief hug, gentle pat on the back or shoulder or a handshake. Be careful that your touch cannot be misconstrued as inappropriate.
Cleanliness and organization of your personal area is required. This includes having it vacuumed, dusted, picked up and bed made. Your room should reflect our expectations of our residents’ areas. A sense of pride is of importance. Often, we have tours or funders drop by unexpectedly, our facility should always be ready to be shown off with pride.
Do not isolate in your personal area during work hours. If you want to watch television, join the residents in the communal area. Interaction with residents is a vital part of your job.
You are expected to always adhere to your posted schedule. If you are scheduled to be on duty and must leave the facility, please notify your supervisor. There are times we all need to get away. Please plan for your away time and notify your supervisor so coverage can be provided for your facility.
You may smoke in designated smoking areas only. You are never to smoke in your room or in company vehicles.
Residents are encouraged to obtain a bus pass upon intake and using it helps to make them independent. If you give a ride to one resident, then you must be willing to give a ride to all residents. A rule of thumb is if a resident is going your way, it is acceptable to give them a ride. However, our residents must learn to be self-sufficient, and this includes transportation needs.
All residents are to be treated equally and fairly, regardless of race, ethnicity, age, religious affiliation or physical or mental disabilities. If you are willing to do for one, then you must do for all. It is unethical to take a resident out for lunch, dinner, movies, etc. Residents should know you on a professional basis only. Never use residents for personal gain, this includes for services or money.
It is Life Changes policy that residents are not allowed to bring items of value on property or hold large sums of money at the facility. Life Changes does not provide secure locations for these items. You are never to hold a resident’s property or money for them – However, you may request the PRSS assist the resident in renting a storage unit or open a banking account.
You are never to engage in a personal relationship with any resident of Life Changes regardless of what facility they are housed in for a minimum of one year after discharge from the program. Personal relationships are a breach of ethics and cause for immediate termination.
You are not authorized to move from the designated House Manager quarters. Life Changes complies with state policy that requires each client must have a specific number of square feet in which to reside. Your quarters were set to allow the company to comply with this requirement.
General Duties
If a resident needs help moving, you may use your own personal vehicle. Remember, if you are willing to move one resident, then you must be willing to move all residents.
You are required to attend all staff, house, and mandatory meetings unless you receive prior approval to be absent.
You are responsible to ensure the house supply is fully stocked, neat, and clean at all times. You are responsible to monitor the house supplies list and submit a monthly supply order. Household shopping will occur monthly so be sure you order enough supplies to last a full month. You are responsible to monitor excessive use of supplies.
All resident fees must be turned in weekly in the provided rent receipt envelope with accompanying receipts. Fees are to be collected no later than Sunday mornings.
You are required to know each residents funding source as not all residents are self-pay.
Residents must not be more than two weeks in arrears on their fees.
It is your responsibility to ensure the facility is kept in a clean and orderly manner.
You are responsible to ensure the chore list is updated weekly and that chores have been completed. Deep cleaning of the facility is to be completed on Saturdays.
Intake/Orientation
You are required to know when a new resident is scheduled to arrive and make provisions for that resident’s living area to be ready for him or her. This means ensuring clean bedding and a towel is available.
Upon a new resident’s arrival at the facility, you are to greet them, show them to their new sleeping quarters, orientate them to the facility, smoking area, trash receptacle, etc. Offer reassurance, offer them something to eat or drink, provide them with information regarding the bus line and where pertinent government agencies are located.
Coordinate the resident intake with administrative staff. Intake documents are to be completed within 24-hours of a client’s arrival.
If you are unsure of a residents’ payment source, contact your administrative team.
Residents that were awarded Indigent Funding through NDOC are still required to pay their $100 administrative fee within 30 days of arrival.
Coordinate the residents discharge with administrative staff. Discharge documents are to be completed within 24-hours of a client’s departure.
Do not assume your resident can read; explain every document they are required to sign in detail.
Ask resident if they arrived with any medication. If so, follow the medication compliance policy as set forth in the Life Changes Policy Manual. Explain to the resident that they will be provided their medication at the appropriate times. DO NOT DISPENSE CLIENT MEDICATION; simply keep it locked in a safe area and provide the medication to the client. You are NEVER to touch client medication. You must complete the Medication Monitoring log each time a client is provided medication.
Go over specific details of what Life Changes expects from the resident in the next several days and weeks, including curfew and chores. Be sure the resident understands they are required to participate with PRSS.
Ensure the resident fully understand the facility rules.
Provide client with housing statement.
Provide client with meeting sheet
Explain the smoking policy.
Make sure justice involved residents understands he/she must complete the intake assessments with the administrative team within five days of arrival.
Sign in/out Policy
When a resident enters the program, and you are providing the orientation to the facility, pay special attention to the Sign In/Out policy of Life Changes. It is imperative the resident understands the importance of this task. You must explain to them that anytime they leave the facility, even if it is just for a few moments, they must sign out. Upon their return, they are to immediately sign back in. All areas on the sign in/out sheet must be fully filled out – be specific. Residents cannot sign out and state they are going to a “meeting” they must specify what meeting they are attending. They must use the name they are in the program under – street names are not acceptable. Failure to follow this policy will result in consequences to the resident.
Explain to the resident that while they are at Life Changes, we are responsible for their safety and whereabouts. At any time, we may need to get in touch with them, and the sign in/out sheet provides the information needed. The resident must always provide contact information when visiting family or friends. When a resident becomes employed, it is the residents’ responsibility to provide all contact information to you for placement in their file.
Collecting Service Fees
You will coordinate client payments with a senior staff member to ensure each client pays their service fees in a time maner. Administrative staff will inform you of special circumstances, funding source or fees to be collected. Paying service fees is one method we use to assist our residents in learning responsibility and money management.
Facility Maintenance
Although you are not responsible for major maintenance issues at Life Changes, you are responsible to report any major maintenance issue. You are also responsible for minor maintenance issues. If you are physically unable to manage any maintenance issues, you must report it immediately to administrative staff.
Smoke Alarms/Fire Drills
Smoke alarms are to be tested monthly in every room and in the common areas. You are responsible to test the alarms and maintain a current log. You must also conduct a monthly fire drill to ensure residents know what to do and where to go in case of emergency. This monthly fire drill must be documented in the fire drill log. These monthly logs are to be kept onsite at the facility in an accessible location for the Fire Marshal.
Unannounced Inspections
Our licensing agencies, board of directors, Board President, fire marshal, etc. will perform unannounced inspections of the facility. You are to always be prepared for this inspection by ensuring all aspects of your job is performed regularly.
Resident Vehicle Policy
To receive consideration for vehicle approval, the resident must provide a valid copy of their driver’s license, insurance, and registration. A picture of these items must be uploaded to the client CRM record and a case note inserted. The resident cannot have the vehicle on premises until all these steps have been met.
Employment Verification
When a resident becomes employed, you must inform the PRSS and verification must be uploaded to the client record in the CRM (e.g., place of employment, hourly wage, and schedule.) Resident must provide you with a picture of their check stub weekly and you must upload it to the clients CRM record. This allows Life Changes to not only verify the resident is employed but track the increase in socioeconomic status of residents.
Housing Verification
In the event a resident needs verification of residence, you will provide them with a Housing Verification form. If anyone contacts you regarding this resident, you can only tell them how long the resident rented from you and if they were timely on their fees. You are NEVER to break resident confidentiality by revealing we operate a sober living home or any personal information of the resident.
Overnight Passes
Each resident can earn the privilege of an overnight/weekend pass depending on his or her Level of Care. The resident must be current on their service fees, have no major disciplinary actions and be fully participating in the program to earn this privilege. Resident is to request an overnight pass a minimum of seven days in advance to allow time for review. NO EXCEPTIONS. House Managers may NOT approve a resident’s overnight pass. The Executive Director is the only person who may approve an overnight pass.
Consequences
It is the House Managers responsibility to help the resident become personally responsible. To do this, you must be consistent, realistic, and appropriate. Consequences are given to help our residents stay focused. The House Manager may recommend consequences to the team and a joint decision will be made as to what the consequence is. Consequences are used as a teaching tool, not as a punishment. It is also important to remember that all consequences are to be used therapeutically, therefore the must make sense. Following are some examples of appropriate consequences:
The resident has one week to get the Sign In/Out sheet down. Tell them this on the first day they arrive. During the first week, if they forget, make sure they understand what they are supposed to do. After one week, if they continue to forget, just don’t do it (and you know they understand) then an appropriate consequence would be to have them write a 1-page paper on the importance of being accountable, why the sign in/out policy is in place and steps they will take to ensure they complete this requirement. Have the paper due in 24-hours. Another consequence may be to put them on a tighter curfew.
The resident comes home and forgets to do their chores. Wait until they have been home 15-20 minutes to see where they are emotionally and have had enough time to unwind a bit. If they are having a horrible day, then talking to someone is more important than their chore at that moment. If they did not do it because they did not want to or are being resistant, here are some examples of consequences.
- Additional chores to be completed on their day off.
- Return to black out for a specific period of time.
- Community service in the Life Changes administrative office
- Warning of non-compliance
- Other
These are some realistic consequences. When you give out consequences, you must remember to be fair and that the level of the consequence should fit the infraction and that all consequences are fair for all residents. When consequences are given, it must be documented in the resident case notes. Put details of what happened, the consequence given and residents’ response. If a resident continues to break the same rule, discuss it with your team for possible written Notice of Noncompliance. All consequences should have a therapeutic reasoning behind it – e.g., what is the lesson to be learned?
Remember, you are not the parent, nor are you the client’s friend. It is your responsibility is to ensure the Life Changes facility is a fair, safe and equitable place for people in recovery to learn a new way to live. You are to model appropriate behavior at all times, you must know the special circumstances of each client, such as specialty court, mental health diagnosis, etc. Remember, not every client communicates in the same manner. Because you have a variety of personalities to deal with, a good rule of thumb is to review each client’s personality assessment that is administered on intake – this will help you understand how to communicate with each client.
If a client consistently breaks program rules, there are a variety of consequences that may be taken. A “problem” client is to be discussed with the team who will determine the appropriate consequences which may be a return to the Blackout level, discharge, or other appropriate consequences. Remember, you are an integral member of the Life Changes team and all major decision concerning individual clients must be made by the team.
Case Notes
Case notes are to be used for any actions taken with or on a resident. Documented case notes allow all pertinent staff to be aware of what is going on with any given resident at any time. Remember the rule, “If it isn’t written down, it didn’t happen.” All written documentation, case notes, Notice of Noncompliance, etc. is to be placed in client file.
Although House Managers do not have access to the internal electronic record of each client, a case note sent to the Program Manager (Jessica) via text will suffice.
Blackout
When first entering the program, residents are on blackout. Here, they are kept on a strict curfew, their initial responsibilities are explained, and expectations are made clear. During this time, they become acclimated to the facility. They become familiar with the services offered at Life Changes, Inc. and are administered the initial assessment. Residents are assigned chores and must be compliant with chore expectations (chores must be completed prior to leaving the home), beds are to be neatly made by 8:00 am every morning, rooms are to be kept neat, hygiene items are to be stowed in each resident’s bedroom, residents are to sign out and in on the resident sheet. Clients that are required to work, but who are unemployed, must complete a minimum of five job search activities daily.
Introduce themselves to their PO
Register as an offender
Participate fully with their PRSS
Complete all required assessments
Get a Sponsor
3:00 PM Curfew
12-step meetings, Celebrate Recovery or other requirements as defined by specialty court and/or program staff.
Visitation with family & friends ONLY allowed onsite and ONLY with prior approval.
If unemployed, provide a minimum of ten hours weekly of community service; either to Life Changes or to another approved community service agency
Three documented self-help meetings weekly (may include counseling) plus one spiritual service of their choice.
Each resident may have a variety of restrictions and/or allowances, which will be decided on an individual basis and/or at the discretion of their case management team. Client may regress to the Blackout level at any time during their stay at Life Changes.
It should also be noted, any conditions of black out may be reinstated if the clients program indicates this would be beneficial.
Warnings of Non-Compliance
The rule of thumb is “if it’s not written down, it didn’t happen”. On occasion you will get a client who is challenged to respect the rules of the Life Changes program. It is your responsibility to ensure your resident knows what is expected of him/her.
Should the client continue to disrespect the program, you are to submit a Warning of Non-Compliance. The Executive Director receives a copy of the Warning and it is also case noted and uploaded to the clients electronic record. Please be as detailed as possible to ensure a clear understanding of the circumstances.
Warnings of Non-Compliance assist the team in determining if additional services are required for the client and/or if the Life Changes program is appropriate.
Job Description
House Manager
Reports to the Executive Director and/or her designee the Administrative Director. House Manager is expected to be onsite during regularly scheduled work hours. Primary work location shall be onsite at the assigned Life Changes residential facility. Must follow direction of her supervisor or upper management. Must be an integral part of the Life Changes team and work closely with the PRSS.
Qualifications
Must have, or be working to complete a high school diploma/GED
Knowledge of criminal justice system, specialty courts, and homeless issues as it applies to the target population.
Demonstrate experience in working effectively with the target population and pertinent government representatives.
Demonstrate effective communication skills and the ability to work as a team member.
Must be self-motivated and able to set goals for him/herself.
Demonstrate maturity of judgment, attitude, and life skills.
Must demonstrate an ability to adapt to change and remain flexible.
Able to confront, in an appropriate manner, negative attitudes, and behaviors of residents.
Demonstrate awareness of domestic needs in the house and surroundings and can plan and organize to meet those needs.
Demonstrate desired qualities of responsibility, community involvement, and interaction, following the rules and principles of society, and positive work habits so that behavior desired for residents are modeled.
Demonstrate clear understanding of personal boundaries and limitations.
Must have a working knowledge of the 12-steps.
Must have valid driver’s license and be insurable.
Must comply with drug free workplace act.
Responsibilities
Maintain residence at the assigned Life Changes residential facility, providing night coverage of the facility and residents.
Coordinate household duties, including cleaning, yard work and general maintenance.
Coordinate with PRSS regarding residents’ needs, adjustments to society and problems that may arise within the house.
House Manager will never carry out clinical functions but will model appropriate recovery at all times.
Adhere to Confidentiality and Ethics requirements, as well as other appropriate continuing education as deemed necessary by the Board President.
Work with representatives of groups and agencies collaborating with Life Changes Inc. to further the purpose of the organization.
Inform immediate supervisor of any problems, including infraction of house rules or conditions of parole/probation or specialty courts as soon as possible. Case note these challenges
Be present at house and staff meetings
Responsible for collecting resident fees and turning in receipts for funds collected.
Be present at the facility and available to residents during your documented schedule with exception of approved duties and meetings taking you away from the facility.
In absence of administrative staff, will be responsible for resident intake process.
Orient new residents to facility.
Maintain clean and orderly personal quarters at all times.
Keep facility and grounds clean.
Other duties as assigned.