Leads team of program staff to ensure that program services are delivered in a professional and efficient manner in compliance with all applicable requirements. Responsible for provision of high-quality customer service and demonstrates effective issue resolution in staff and client interactions. Provides oversight of workflow in the program as well as planning, assigning and/or supervising the work of others. Demonstrates and promotes professionalism to ensure high quality of service to clients and other identified customers. Develops and implements unit policies and procedures for compliance with documentation standards for quality, completion, and timeliness of submission. Assists in teaching and directing case management personnel. Works under the supervision of the Service Area Manager with moderate latitude use of initiative and independent judgment.