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Lead Personal Agent (Lead Case Manager)

UCP Oregon
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Are you passionate about social justice and working with customers from diverse backgrounds and experiences? Are you looking for a job that combines leadership, caseload management, and person-centered service delivery? If so, UCP Oregon might have the perfect opportunity for you!

UCP Oregon helps adults who experience disabilities to live the life of their dreams—whether that’s living independently, working in a great job, or pursuing their interests and hobbies. We encourage a culture of IDEAS (Inclusion, Diversity, Equity, Accessibility, and Support) and are working towards building a diverse and inclusive workforce to represent and empower the community we support. UCP Oregon is seeking a “Lead Personal Agent” (Lead Case Manager) to work in one of our two intellectual/developmental disabilities support services brokerages known as UCP Mentors. Lead Personal Agents are a part of UCP Mentors’ leadership team therefore they will participate in developing quality assurance measures, policies and procedures, and ensure compliance with brokerage state/federal rules and guidelines.

**The deadline for application submissions for the Lead Personal Agent (Lead Case Manager) Position is Friday, 8/1/2025**


As a Lead Personal Agent, you will supervise and support a team of up to 6 Personal Agents. This will include all aspects of supervision, including:

  • Filling open Personal Agent positions in collaboration with UCP’s Recruitment Department;
  • Training newly hired Personal Agents and implementing on-going training and development;
  • Managing schedules and approving payroll and expenses for your team members;
  • Supporting excellent performance by communicating expectations, retraining to address any employee challenges, and completing performance evaluations;
  • Acting as a resource for your team by proactively evaluating the needs of the customers on their caseloads and problem-solving when necessary; and
  • Supporting your team in achieving their professional development goals.

 

You will also be responsible for improving the overall quality of services delivered by:

  • Reviewing, editing, and approving ISPs (Individual Support Plans) and other types of documentation;
  • Reviewing incident reports, recommending follow-up, and supporting APS (Adult Protective Services) referrals, if necessary;
  • Soliciting and responding to customer feedback; and
  • Connecting with external resources to better serve the customers we support at UCP Mentors’ brokerage.

 

You will be asked to support a minimal caseload or, at times, provide coverage for an absent Personal Agent. This would involve assisting customers (and their families) to:

  • Navigate the support services system, including using person-centered planning techniques to assess their needs and develop plans and goals;
  • Secure resources and services (in areas such as employment, housing, crisis, and direct support providers); and
  • Address their health and safety needs.
  • Overall, you’ll have the chance to make a big difference every day, and be a part of a collaborative, fun, and diverse team.

 

Hours & Location:

  • This is a 40-hour a week job. Typical schedule will be Monday through Friday, 8:30am to 5pm but may vary depending on customers’ needs. Additional hours will be required rarely.
  • Currently, Lead Personal Agents are working a hybrid remote and office-based model (2 days in office, 3 days working from home). However, during your training period, you will be required to work at our office on a more regular basis. Once you are fully trained, you will have the opportunity to work a hybrid schedule.

 

Requirements

  • Bachelor’s degree in social services or closely related field and at least 2 years of work experience in developmental disabilities, social services, mental health or a related field; or an Associate’s degree in social services or closely related field and at least 3 years of work experience in developmental disabilities, social services, mental health or a related field; or a high school diploma/GED and at least 5 years of work experience in developmental disabilities, social services, mental health or related field.
  • At least 1 year of experience working as a Personal Agent or Case Manager for people who experience intellectual and/or developmental disabilities.
  • At least 2 years of demonstrated experience supervising and leading other employees, preferably in the non-profit industry.
  • Must be able to drive on the job, which means that you are at least 18 years old, have a current driver’s license, a reliable personal vehicle, at least two years of driving experience, auto insurance, and a clean driving record.
  • Must be able to pass a reference check and criminal history background check.
  • Demonstrated commitment to customer self-determination and personalized support.
  • Demonstrated ability to prioritize, meet deadlines, and manage multiple projects in a fast-paced environment.
  • Demonstrated ability to identify and resolve problems in a timely manner.
  • Demonstrated written and verbal ability to communicate effectively and in a professional manner with a wide constituency.
  • Preferred qualification is fluency in a second language including ASL.

Benefits

  • $32.58 per hour or $67,766 annually; exempt from overtime.
  • Great medical, vision, prescription, and alternative care coverage (including massage therapy and naturopathy) for employee, spouse/domestic partner, and children. Dental insurance available at your own cost.
  • 4 weeks of paid time off, rising to 5 weeks after 5 years of service at UCP.
  • 11 paid holidays off per year.
  • Paid eight-week sabbatical after ten years of service.
  • 401k retirement plan with up to 4% employer match.
  • Mileage reimbursement.
  • Company cellphone.
  • Fun, casual work environment, with lots of opportunities for advancement and growth, at one of the top-ranked non-profits in Oregon.

To Apply:

  • It’s easy to apply! Visit http://www.ucpaorwa.org/careers.html and look for the “Lead Personal Agent (Lead Case Manager)” job opening. Then answer a few fast questions and send a resume and cover letter.
  • UCP Oregon is an Equal Opportunity Employer, and actively seeks applicants from diverse backgrounds. UCP considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law. We encourage BIPOC, LGBTQ+ individuals, and people who experience disabilities to apply.
  • Find out more about UCP at: http://www.ucpaorwa.org/