Shawn Geban

Position Overview

The Peer Support Specialist/Community Support Advocate Program Manager plays a critical role in leading and managing the Peer Support and Community Support Advocate programs at Next Step 360 Recovery Care Center. This position requires adherence to Kentucky's Alcohol and Other Drug (AODE) and Behavioral Health Services Organization (BHSO} regulations. The Program Manager will supervise peer support specialists and community support advocates, ensuring effective service delivery as well as maintaining the operations of the sober living community, which is essential for supporting individuals in recovery from substance use disorders and mental health challenges.

Key Responsibilities

• Oversee the development, implementation, and evaluation of Peer Support and Community Support Advocate programs to ensure they meet the needs of clients and adhere to regulatory standards.
• Establish programmatic goals and objectives that align with the mission and vision of Next Step 360 Recovery Care Center, promoting recovery-oriented practices.
• Maintain an in-depth understanding of Kentucky AODE and BHSO regulations related to peer support services and community advocacy.
• Ensure compliance with training, documentation, ethical standards, and client confidentiality as outlined by state regulations.
• Conduct regular reviews and audits of program practices to identify compliance issues and implement corrective actions as needed.
• Supervise and provide ongoing support and mentorship to peer support specialists and community support advocates, fostering a positive and inclusive work environment.
• Conduct regular team meetings (minimum once a week) to promote collaboration, discuss client cases, share resources, and address staff concerns.

Perform annual performance evaluations for staff, providing constructive feedback and identifying opportunities for professional development

• Directly oversee the delivery of peer support and advocacy services to clients, ensuring that they receive personalized support tailored to their recovery goals.
• Facilitate the development of Individualized support plans In collaboration with clients, addressing their unique needs and encouraging active engagement In their recovery.
• Oversee the operations of I See Properties sober living community, ensuring a safe, structured, and supportive environment conducive to recovery.
• Establish and enforce community guidelines, conduct regular assessments of the living environment. and Implement programs that encourage resident participation and growth.
• Coordinate resources and services to support residents' recovery, including life skills training, peer support, and connections to community resources.
• Build and maintain effective partnerships with local health care providers, community agencies, and organizations that support recovery efforts, advocating for the needs of clients and the sober living community.
• Participate in community events and initiatives to raise awareness of substance use disorders and mental health issues, promoting recovery and advocacy.
• Ensure accurate and timely documentation of client interactions, program activities, and adherence to regulatory standards.
• Prepare reports for management regarding program performance, client outcomes, and areas for program enhancement. based on data analysis and feedback from staff and clients.
• As assigned, participate in training sessions, professional development, and organizational initiatives to improve service delivery.
• Take on additional tasks as necessary to support Next Step 360 program functioning and community needs.

• Served as a role model for clients, sharing personal experiences of recovery and resilience.
• Assessed client progress regularly, adjusting support strategies as needed to promote continued growth and success.
• Assisted clients in setting realistic goals and provided support during their journey towards achieving them.
• Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.

· Communicated with drivers to provide assignments or exchange information.

· Answered phones and provided directions or reroutes to avoid construction or other delays.

· Received service requests, prioritized responses, and optimized utilization of team resources in dispatching personnel.

· Monitored call needs and dispatched accordingly, communicating special instructions to drivers.

· Gather and analyze information on real-time conditions on the transportation network in NY/NJ/CT compile information from a wide range of sources, including transportation agency contacts, police/local agency contacts, scanners, and various Intelligent Transportation Systems confirm the information with the operator of the facility involved, evaluate the significance of the incident and its effect on various agencies, distribute the information to the affected agencies, and provide follow-up support and information to all agencies

· Responsible for identifying ways for agencies to notify the public of transportation-related problems by facilitating the sharing of resources such as variable message signs (VMS) among the agencies

Responsible for maintaining accurate logs of all actions taken related to incidents and events

· Answered customer phone calls in a professional manner

· Responded to emails in a timely and accurate fashion

· Assisted customers with tracking items and replacing damaged items

· Helped facilitate exchanges

· Assisted customers with placing orders over the phone

· Helped with live chat inquiries when needed.

• Improved product quality by conducting thorough inspections and implementing corrective actions.
• Reduced defects by implementing rigorous testing methods and maintaining strict adherence to industry standards.
• Enhanced customer satisfaction by ensuring products met or exceeded expectations through diligent quality checks.
• Assisted project management teams in developing quality plans and specifications for various projects, ensuring a focus on quality from inception to completion.

· Answered calls from customers with order inquiry and or trouble reports

· Performed service order corrections and changes

· Utilized understanding of PC components and functionality as well as the ability to work with customers to isolate and resolve problems with equipment at customer location.