Program Manager - EFMP Respite Care

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Company: Advent Services 
Program: Exceptional Family Member Program (EFMP) Respite Care Services
Position Type: Full-Time, Key Personnel
Work Location: Remote / Contractor-designated location, with travel as required
Administrative Hours: Monday through Friday, 7:30 a.m. – 4:30 p.m. Central Time
Reports To: ASJV Executive Leadership / Contracting Officer’s Representative (COR), as applicable

Position Summary

The Program Manager (PM) serves as the senior operational leader and central point of contact for ASJV’s Exceptional Family Member Program (EFMP) Respite Care Services contract supporting U.S. Army Installation Management Command (IMCOM) Army Community Service.

The Program Manager is designated as Key Personnel by the Government and is responsible for overall program management, contract administration, operational performance, quality control, workforce readiness, continuity of care, reporting, provider oversight, and communication with Government stakeholders. The PM, or designated Alternate Program Manager, must be available to the COR during the Government’s standard administrative hours.

The Program Manager provides executive-level oversight to ensure eligible military families receive consistent, safe, compliant, and high-quality respite care through qualified Level III and Level IV providers across the continental United States, Alaska, Puerto Rico, and Hawaii. The program’s purpose is to reduce caregiver fatigue, support family stability, and contribute to military readiness through dependable respite care services.

Essential Duties and Responsibilities

Program and Contract Management

• Serve as ASJV’s primary operational point of contact for the Government and maintain professional communication with the Contracting Officer, COR, Government program representatives, and other stakeholders.
• Provide overall leadership, direction, and accountability for all contract operations and administrative activities.
• Ensure performance is executed in accordance with the Performance Work Statement, contract requirements, Government direction, applicable laws, policies, and established ASJV procedures.
• Maintain visibility into staffing, provider assignments, service utilization, credentialing, performance, family satisfaction, continuity-of-care risks, and corrective actions.
• Coordinate with ASJV leadership, the Alternate Program Manager, Regional Coordinators, recruiting, credentialing, Human Resources, payroll, quality management, and subcontractor partners.
• Attend post-award conferences and periodic Government progress meetings and ensure required briefing materials are prepared and submitted at least two business days before scheduled progress meetings.
• Identify operational issues, communicate risks to the appropriate Government and corporate stakeholders, and implement timely corrective action.

Continuity of Care and Family Support

• Maintain continuity of care as a primary program objective by ensuring qualified providers are available when and where EFMP families require services.
• Oversee response to provider no-shows, vacancies, call-offs, family-provider mismatches, changing medical or behavioral needs, and other events that could disrupt services.
• Review significant incidents and oversee documentation, corrective actions, service modifications, and performance monitoring designed to prevent recurrence.
• Monitor family feedback, provider performance, assignment stability, retention, and future service delivery to support long-term continuity of care.
• Ensure Regional Coordinators maintain timely communication with families during service disruptions, provider changes, and other continuity-of-care events.

Workforce Management, Recruiting, and Retention

• Provide leadership and oversight of nationwide provider recruiting, staffing, credentialing, onboarding, and retention activities.
• Monitor workforce requirements and ensure adequate staffing is maintained for uninterrupted service delivery.
• Direct recruitment and staffing strategies for rural, remote, hard-to-fill, and high-acuity service locations.
• Oversee recruiting progress, staffing decisions, travel coordination, provider assignment strategies, and continuity-of-care planning when qualified local providers are unavailable.
• Support incumbent employee retention and preservation of established caregiver-family relationships whenever possible.
• Ensure a continuous pipeline of qualified and credentialed providers is maintained to support vacancies, attrition, surge requirements, and rapid replacement needs.
• Monitor provider retention trends and collaborate with leadership and Human Resources to address staffing risks, employee concerns, and workforce stability.

Provider Credentialing and Compliance

• Oversee provider credentialing, background investigations, certification verification, competency requirements, training compliance, and personnel readiness.
• Ensure personnel meet applicable Level III or Level IV qualification requirements prior to assignment.
• Ensure required Tier 1 background investigations, National Sex Offender Registry checks, state and local child abuse registry checks, and hands-on CPR certification requirements are completed and favorably adjudicated before performance.
• Monitor credentialing compliance through ASJV’s Salesforce CRM and related workforce management systems.
• Ensure credentialing documentation is complete, accurate, and compliant before submission to the Government.
• Intervene when credentialing performance falls below required standards or when deficiencies threaten the Government’s acceptance requirements. ASJV’s technical approach specifically identifies Program Manager intervention when credentialing package acceptance falls below the targeted 100% quality level.
• Ensure training, licenses, certifications, background investigations, and other required documentation remain current throughout the period of performance.

Quality Control and Performance Improvement

• Lead implementation and execution of the contract Quality Control Plan.
• Ensure ASJV maintains standardized procedures for monitoring, documenting, and evaluating contract performance.
• Oversee continuous process improvement, inspections, discrepancy identification, corrective actions, root cause analysis, trend analysis, and customer feedback resolution as required by the PWS.
• Conduct or oversee periodic reviews of provider compliance, service quality, family satisfaction, credential status, utilization, corrective actions, and continuity-of-care performance.
• Review trends involving complaints, provider attendance, no-shows, service interruptions, authorization utilization, credential expirations, and other performance indicators.
• Ensure corrective actions are documented, implemented, monitored, and verified for effectiveness.
• Maintain Government visibility into significant performance issues and reportable incidents.

Reporting, Data Management, and Deliverables

• Oversee preparation, validation, and timely submission of all contract-required reports and deliverables.
• Review weekly and monthly reporting data regarding enrolled families, authorized hours, utilized hours, remaining hours, provider assignments, attendance, family satisfaction, credentialing, and program performance.
• Ensure Salesforce CRM serves as the program system of record for quality management, authorization tracking, reporting, and operational oversight and ensure scheduling and workforce information is accurately maintained through Saratoga Connecteam or applicable workforce management tools.
• Review randomized family check-in results, satisfaction data, service utilization trends, corrective actions, and other quality indicators.
• Ensure discrepancies and reportable concerns are escalated in accordance with contract requirements.
• Monitor authorized respite care usage to prevent unauthorized service delivery and support accurate invoicing and Government reporting.
• Ensure contract records and supporting documentation are maintained and available for Government inspection as required.

Financial and Travel Oversight

• Support responsible stewardship of Government resources by monitoring service utilization, staffing decisions, and authorized contract expenditures.
• Coordinate management and provider travel when required.
• Ensure all reimbursable travel receives prior written approval from the COR before costs are incurred and is managed in accordance with applicable Joint Travel Regulation requirements and contract travel ceilings.
• Review travel requests, cost estimates, assignment duration, housing or transportation considerations, and other factors to support cost-effective service delivery.
• Coordinate with ASJV leadership and finance personnel regarding invoicing, utilization data, and contract funding as appropriate.

Transition and Operational Readiness

• Lead Program Manager activities during contract phase-in and phase-out periods.
• Oversee incumbent outreach, provider recruitment, screening, credentialing, onboarding, provider network development, family intake readiness, provider matching, reporting systems, and quality control implementation.
• Conduct or lead weekly operational readiness reviews during transition to assess milestones, recruiting progress, qualification status, staffing risks, and corrective actions.
• Validate that personnel, systems, reporting processes, credentialing controls, scheduling workflows, and continuity-of-care procedures are fully operational before Day One performance.
• Support development and implementation of the contract Phase-Out Plan to ensure an orderly transfer of responsibilities at contract completion. The PWS requires the Phase-Out Plan to be submitted no later than 120 calendar days before the end of the contract period.

Supervisory Responsibilities

The Program Manager provides leadership and functional oversight to the Alternate Program Manager, Regional Coordinators, Respite Care Providers, and supporting administrative and operational personnel assigned to the EFMP Respite Care Program.

Responsibilities include:

• Establishing priorities and performance expectations.
• Reviewing Regional Coordinator and provider performance.
• Monitoring staffing coverage and service delivery.
• Providing coaching and performance guidance.
• Coordinating corrective actions when necessary.
• Supporting employee retention and professional development.
• Escalating significant personnel, quality, safety, or compliance concerns.
• Ensuring Regional Coordinators effectively manage providers and family support activities within their assigned regions.

Minimum Qualifications

The Program Manager must meet one of the following education and management experience combinations:

• Master’s Degree in a healthcare-related field and a minimum of five years of progressive management experience; OR
• Bachelor’s Degree in a related field and a minimum of ten years of progressive management experience.

In addition, all Program Manager candidates must possess:

• At least five years of experience supporting military families or similar populations.
• Demonstrated experience with case management.
• Demonstrated experience supporting special needs programs.

Required Knowledge, Skills, and Abilities

• Demonstrated leadership of geographically dispersed healthcare, social service, case management, or family-support programs.
• Strong understanding of healthcare operations, special-needs populations, military family support, and continuity-of-care principles.
• Experience managing complex programs involving multiple locations, personnel, stakeholders, and service requirements.
• Ability to lead provider recruiting, credentialing, onboarding, retention, and workforce performance activities.
• Demonstrated ability to manage quality assurance, corrective action, root cause analysis, performance improvement, and customer satisfaction.
• Strong contract administration, reporting, documentation, and organizational skills.
• Ability to analyze performance data, trends, utilization information, and quality indicators and translate findings into corrective or preventive action.
• Exceptional written and verbal communication skills.
• Ability to communicate professionally with senior Government officials, military families, healthcare professionals, subcontractors, and corporate leadership.
• Ability to manage competing priorities and respond effectively to urgent continuity-of-care issues.
• Strong judgment and decision-making skills in situations involving vulnerable populations and sensitive family information.
• Proficiency with Microsoft Office and the ability to effectively use electronic program management, CRM, scheduling, reporting, and workforce management systems.
• Ability to maintain confidentiality and safeguard sensitive Government, provider, and family information.

The Program Manager plays a critical role in ensuring that the EFMP Respite Care Program is more than a staffing function—it is a continuity-of-care mission supporting family stability and military readiness. ASJV’s technical approach places the Program Manager at the center of operational oversight, quality management, staffing readiness, corrective action, and continuity-of-care performance.

Advent’s benefits program includes comprehensive medical, dental and vision care, matching 401K, vacation time, sick time, life insurance, disability coverage, and other benefits that help provide financial protection for you and your family.

Advent is an Equal Opportunity Employer. Employment decisions are not based on race, color, religion, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state or local laws