Initial Posting Date:

06/30/2025

Application Deadline:

07/07/2025

Agency:

Department of Human Services

Salary Range:

$6,667 - $10,311

Position Type:

Employee

Position Title:

Licensing Complaints Manager (Business Operations Manager 1)

Job Description:

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

Opportunity awaits! Are you passionate about improving lives for Oregonians? Are you ready to step into a transformative leadership journey, where your skills in supervising and managing a team of professionals can shape success and drive innovation? Do you have experience building teams and mentoring staff into leadership roles? Has your background included developing and using data metrics to make business decisions and make process and/or procedure change recommendations, and managing staff workload and staff performance? Do you have experience working with regulatory compliance where you had responsibility for managing complaints and/or investigations? Are you ready to use your communication skills to provide information clearly and cross culturally in writing, directly, or virtually? Have you demonstrated experience using technical writing skills? Has your background included experience adjusting/adapting your communication style based on the audience’s communication style/needs and the information being shared? If you answered yes to these questions, please continue reading for more information and consider joining our team!

Summary of Duties

The Office of Developmental Disabilities Services (ODDS) administers state funded programs for persons with developmental disabilities including, but not limited to, planning, resource development, standard setting, budget development, consultation, technical assistance, quality assurance, monitoring, and evaluation.

The Licensing unit is responsible for determining and promoting standards of care in community-based settings for individuals with intellectual and/or developmental disabilities (I/DD). We are responsible for maintaining and improving quality of care, safety, and health outcomes for individuals in services. We oversee functions such as complaint investigations, licensing reviews, certification, endorsement and licensing of service providers for ODDS. Complaint investigations are primarily due to reports of significant health and safety concerns. We are responsible for developing and maintaining metrics to demonstrate the growth of providers, identify areas of improvement opportunities with providers and services as well as, monitoring trends regarding health and safety for those in services. We collaborate closely with Case Management Entities (CMEs) as they perform the initial tasks for licensing and certification of adult and children foster homes and the ongoing monitoring of the homes once licensed and certified. We are responsible for all corrective actions taken when a provider is found out of compliance with OARs and/or has had a review that demonstrates actions needing to take place for protective action reasons.

As a Licensing Complaints Manager, you will:

• Triage complaints.
• Lead, supervise, and manage a professional new team of client care surveyors who evaluate the quality of services within community settings through licensing activities and determine whether service providers meet requirements to provide services initially and ongoing.
• Evaluate the quality of work performed by the Client Care Surveyors in community settings, ensuring staff are properly trained, and ensuring the work procedures are effective and efficient.
• Assign work, develop work procedures consistent with agency policy, establish work schedules and monitor work performed by staff to meet agreed-upon goals, objectives, and target dates.
• Represent the department at various meetings; major work contacts are with agency staff; individuals or groups affected by agency services; citizens and citizen groups; the news media; other states; Federal and municipal agencies.
• Collaborate with internal and external community partners to communicate goals and objectives, resolve issues of concern, and educate and inform regarding program activities.

Minimum Qualifications

A valid driver’s license and acceptable driving record are required for this position.

Five years of lead work, supervision, or progressively related experience.

OR

Two years of related experience and a bachelor’s degree in a related field.

Essential Attributes

We are looking for candidates with:

• Attention to detail for following verbal and written directions, creating grammatically correct and legally appropriate documentation, etc.
• Experience building teams and mentoring staff into leadership roles.
• Experience supervising and managing a team of professionals.
• Experience using managerial skills to effectively lead, manage, and motivate others in a work environment to achieve organizational goals.
• Experience using data metrics to manage staff including developing and reviewing data metrics, using the metrics to make business decisions and recommend changes in processes and/or procedures, and managing staff workload and staff performance.
• Experience communicating clearly and cross culturally in writing, directly, or virtually including demonstrated technical writing skills and experience adjusting/adapting your communication style based on the audience’s communication style/needs and the information being shared.
• Experience interpreting Oregon Administrative Rules (OARs), company regulations, and/or another states administrative rules or federal laws.
• Experience that has provided you with the knowledge of operations (contracts, OARs) with Case Management Entities (CMEs).
• Experience working with regulatory compliance including having the responsibility for managing complaints and/or investigations.
• Experience developing and maintaining the organization of new and continuing processes.

Preferred Attributes

This attribute is not required to apply and be considered for the position; it is a plus.

• Experience that has provided you with an understanding of Oregon’s intellectual and developmental disabilities service delivery systems.

Attention all candidates! A cover letter is required. Please attach a resume to your application with your cover letter. Clearly describe how you meet the minimum qualifications, essential attributes, and preferred attributes, if applicable, in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history includes full dates (month and year) of employment.

• Please make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Please upload your resume and cover letter in the Resume/CV field on the online application.
• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

Working Conditions

• You will normally work Monday through Friday 8:00 am to 5:00 pm; however, on occasion you will be required to flex your schedule outside of these hours.
• Hybrid work may be available after training has been completed. Training normally is six months. The ability to work a hybrid work schedule is dependent on business needs and staff performance.
• Occasional statewide and national travel (some overnight) is required.
• Occasional evening work is required.
• You will have frequent interactions with staff, community partners, providers, and Case Management Entity (CME) staff.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information is available here.
• The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Amazing benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

Veterans’ preference:

• Veterans’ preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

General Information

• This is a permanent, full-time position and is a Managment Service, Supervisory position and is not represented by a union.
• This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Rebecca Wilson. If you contact the recruiter, please include the job requisition number: REQ-183065.
• Email: REBECCA.A.WILSON@odhs.oregon.gov.
• Phone (call or text): 503-881-9248.

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