Communication Service for the Deaf (CSD)

Operations

• Oversee all field operations services
• Manage supervisors of staff performing field operations activities
• Provide training and support for supervision team
• Coordinate logistics for community engagement events
• Support the Administrative and Operations Director in managing Service Providers
• Meet all Field Operations requirements, including performance and SLAs
• Track and report on all Field Operations activity
• Develop strategic plans for California Connect services
• Consult with the Field Operations Program Director for workforce efficiencies
• Communicate new directives to supervisors and managers
• Oversee departmental revenue goals and manage expenses
• Support management through communication and extemporaneous assignments
• Coordinate with People and Culture to foster positive culture

Field Operations Director

Manager

• The Case Manager provides individualized support to Deaf, DeafBlind, Hard of Hearing, and DeafDisabled adults through the Access to Services (ATS) Program and Medicare Assistance Program (MAP), focusing on case management, advocacy, and long-term service retention.
• This role ensures that clients have sustained access to healthcare, Medicare benefits, housing, employment, and financial assistance by addressing barriers and fostering self-advocacy skills.
• This position delivers one-on-one assistance, education, and advocacy to beneficiaries navigating Medicare benefits, ensuring they understand their coverage options, rights, and responsibilities while supporting them in making informed healthcare decisions.
• The Case Manager also provides comprehensive support for accessing employment services, social programs, and community resources.
• Reporting to the CSD Works NV Program Manager, the Case Manager works collaboratively with Program Coordinators, call center representatives, service navigators, community agencies, and service providers to deliver culturally responsive, person-centered care.

Case Manager, Medicare Assistance

Vice President

• The Vice President of Access Services is responsible for overseeing and expanding CSD’s Access Services division.
• Focus on driving the growth and operational excellence of Sign Language and captioning services.
• Build and nurture strong relationships with clients, partners, and independent interpreting contractors.
• Lead strategic business development efforts for CSD Access.
• Collaborate with internal marketing teams and other stakeholders to identify and execute opportunities for expansion and innovation.
• Evaluate and improve VRI and captioning technologies to ensure top-tier service delivery and innovation.
• Build and maintain relationships with clients, partners, and industry stakeholders to expand market presence.
• Ensure effective scheduling, compliance, and quality standards for all interpreting services.
• Work closely with the Division President and other CSD Access leadership to align strategic priorities and initiatives.

Vice President of Access Services

• The Case Manager provides individualized support to Deaf, DeafBlind, Hard of Hearing, and DeafDisabled adults through the Access to Services (ATS) Program and Medicare Assistance Program (MAP), focusing on case management, advocacy, and long-term service retention.
• This role ensures that clients have sustained access to healthcare, Medicare benefits, housing, employment, and financial assistance by addressing barriers and fostering self-advocacy skills.
• Provide individualized case management through regular check-ins and follow-up support.
• Deliver tailored Medicare counseling, including enrollment support, plan comparison, and coverage optimization.
• Advocate for client eligibility and participation in healthcare, housing, financial assistance, and social service programs.
• Assist clients in resolving issues with Medicare benefits, claims, billing, denials, or appeals.
• Provide crisis intervention and immediate problem-solving to address urgent needs.
• Coordinate transportation, childcare, and other logistical support to prevent service interruptions.
• Collaborate with the Program Manager, Program Coordinators, call center representatives, and service navigators to ensure continuity of care and successful client outcomes.

• Conduct client intakes, need assessments, and service plan development to identify goals and barriers.
• Provide individualized case management through regular check-ins and follow-up support.
• Advocate for client eligibility and participation in healthcare, housing, financial assistance, and social service programs.
• Deliver crisis intervention and immediate problem-solving to address urgent needs.
• Coordinate transportation, childcare, and other logistical support to prevent service interruptions.
• Collaborate with the Program Manager and Program Coordinators to ensure continuity of care and successful client outcomes.
• Coach clients with self-advocacy, communication, and problem-solving strategies to strengthen independence.
• Maintain accurate and confidential case records, documenting all client interactions and outcomes.
• Track service utilization and progress toward individualized goals.

Case Manager – Access to Services

• Provide individualized support to adults through the Access to Services (ATS) Program, focusing on case management, advocacy, and long-term service retention.
• Conduct client intakes, need assessments, and service plan development to identify goals and barriers.
• Provide individualized case management through regular check-ins and follow-up support.
• Advocate for client eligibility and participation in healthcare, housing, financial assistance, and social service programs.
• Deliver crisis intervention and immediate problem-solving to address urgent needs.
• Coordinate transportation, childcare, and other logistical support to prevent service interruptions.
• Collaborate with the Program Manager and Program Coordinators to ensure continuity of care and successful client outcomes.
• Coach clients with self-advocacy, communication, and problem-solving strategies to strengthen independence.
• Support clients in navigating community systems, agencies, and service provider networks.
• Maintain accurate and confidential case records, documenting all client interactions and outcomes.

Case Manager, CSD Works NV

Learning and Development

• Oversee training programs, and report on progress, issues, and areas for improvement
• Manages staff assigned to perform the training of equipment or training development, including in-person and virtual support
• Responsible for contracting and managing strong working relationships with clients and key internal and external stakeholders
• Leads coordination and integration of training efforts
• Accountable for and directly supervises trainers by coaching and setting expectations and building goals that align with the company, department, and their personal development growth
• Communicates and explains new directives, policies, or procedures to trainers
• Projects a positive image of the organization to employees, customers, industry, and community
• Collaborates effectively with California Connect team members and business partners to identify knowledge gaps and develop training content that addresses needs and expectations
• Utilizes brand-centric principles and communication techniques to develop effective curricula and course content that best fits the needs of the learner
• Stays current and relevant in educational technology, adult learning, and educational best practices
• Serves as the main point of contact for internal and external partners contributing to curriculum content
• Provide reporting to the leadership team on training activities, statistics and quality assurance data
• Works with information technology and automation tools, including Microsoft Office, SharePoint, Zoom, Slack and various LMS platforms
• Other duties as assigned

Field Operations Director

Case Manager, Medicare Assistance

Vice President of Access Services

Case Manager, Medicare Assistance

Case Manager – Access to Services

Case Manager, CSD Works NV

Training Manager – Short-Term