Transitions Trip Support Manager 42 views

Location: Casselberry, FL

Department: Cultural Transitions

Reports to: Director of Cultural Transitions

Summary of Position Role/Responsibilities

Under the direct supervision of the Director of Cultural Transitions, the Transitions Trip Support Manager is responsible for overseeing department objectives by managing local and remote trip support staff, scheduling, planning and evaluating departmental needs.   This position will be responsible for analyzing processes and procedures and developing more effective or efficient process and procedures.  Maintain quality service by enforcing quality and customer service standards; analyze and resolve quality and customer service problems and recommend system improvements.

Essential Functions of the Job

  • Assist in the interviewing and selection process for Transitions Trip Support Specialists
  • Supervise and train the Transitions Trip Support Team and other support staff, ensuring departmental goals
  • Accomplish positive results by regularly communicating job expectations; planning, monitoring, coaching, training, counseling and disciplining Trip Support Staff
  • Conduct regular, local or remote, training sessions for new hires and current trip staff
  • Monitor activity, delegate tasks and follow up as needed
  • Discuss escalated issues with the director and develop resolutions and provide the team with feedback and direction
  • Submit updated reports to Director as needed
  • Lead, attend and/or participate in meetings with other team members and departments as necessary
  • Consistently evaluate processes and develop initiatives to improve current practices and strategies for the Transitions Trip Support Team
  • Identify and work with the Director to resolve issues that arise during any Transitions Trips
  • Assist the Director as necessary with overseeing and developing communications regarding HCP trip details to Transitions Trip Support Specialists (TTSS’s)
  • Work with the Travel department to schedule transition trips
  • Assign TTSS’s to HCP Transitions Trips and update the TTSS calendar as needed
  • Review, in coordination with the Director, the documents from TTSS following transitions trips (transitions checklists, copies of signed leases, HCP photos, etc.)
  • Review post-trip surveys and work with the Director to provide feedback for TTTS role development and transitions trip improvements
  • Review and approve Trip Support Travel Expenses and timecards on a bi-weekly basis
  • If necessary, serve as back-up and travel with HCPs to assigned locations, assist in apartment set up, meet and greet with client, HCP vehicle purchase or rental pick up, and city orientation

Marginal Functions of the Job

  • Establish SOPs
  • Other clerical or operational duties as assigned

Normal Work Schedule

  • This is a full-time position and core hours of work are Monday through Friday 8:00 AM to 5:00 PM. This employee may work more than 40 hours weekly to meet the minimum requirements of the role. After hours work may be required for solving time-sensitive travel related issues.

Education, Training, and Experience

  • Minimum of a bachelor’s degree
  • Minimum 5 years related experience; or equivalent combination of education and experience is required
  • Minimum of 3 years of direct supervision working with field staff
  • Outstanding communication and interpersonal skills
  • Strong ability in using MS Office (Excel, PowerPoint, Work, Outlook) and Adobe
  • Intermediate competency with electronic database management and HRIS software preferred
  • Ability to travel as needed

Required Licenses, Certifications, and Other Specific Requirements of Law

  • Health Insurance Portability and Accountability Act (HIPAA) certification
  • Must possess an active driver’s license with an excellent driving record

Other Characteristics of the Position:

  • Physical Demands:
    • Sitting for long periods at a time
    • Regularly required to talk or hear
    • Occasional lifting of office supplies up to 25 lbs.
    • Vision abilities including close vision and ability to adjust focus
  • Mental Demands:
    • Must understand and follow a set of clear oral and/or written procedures without deviation
    • Performs repetitive routine tasks
    • Must adhere to a provided work schedule to meet a set of qualitative production standards
    • Perform tasks that vary little from day to day
    • Implements others’ decisions/procedures with little judgment required
    • Must relay information orally
  • Work Environment:
    • This job operates in a professional office environment. This role routinely operates standard office equipment.


  • Internal: Daily contact with professional staff members, and contracted field staff.
  • External: Regular contact with vendors.

Statement of Responsibility for Confidential Data

  • Has access to, and requires daily use of, confidential records
  • Required by federal law to maintain strict confidentiality of “Avant” employee information and maintain the security of such information
  • Proprietary Information and Non-Conflict Agreement required

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