Behind the Scenes with a Client Services Manager

Client Services Manager Sarah Schad

Since joining MVES almost two years ago, Client Services Manager Sarah Schad has contributed her experience and knowledge to case management supervision. Learn more about a Client Services Manager in this month’s Behind the Scenes.

Editor: What are your main responsibilities as a Client Services Manager?

S. Schad: As a Client Services Manager, I’m responsible for the supervision of our elder care advisor, our caregiver support coordinator, and a team of seven case managers. As their manager, I provide both support and guidance individually to each member of our team. I touch base with team members each day and continually review and evaluate their work. My main goal is to always educate our team so that they can best serve our clients. I am also responsible for interviewing candidates interested in case management and helping organize orientation programs for all our state home care case managers.

Editor: How has your experience been working with the Client Services team?

S. Schad: It has been phenomenal working with our team of case managers, our elder care advisor, our caregiver support coordinator and the rest of client services. It’s a joy to work with such talented individuals. They are people who come to work each day and truly care about providing our clients with the best services possible.

Editor: What’s a typical day like for you?

S. Schad: It varies. Often, my day will start with a team meeting or a manager’s meeting in the morning. Sometimes I’m interviewing a new candidate or developing an orientation schedule. Other times, I may spend my day reviewing our team’s caseload listings. These are records of all the clients our case managers have met with or spoken to on the phone. After doing this, I will have supervisions—meeting with case managers individually to review their case records and to address any questions or concerns they may have. Meeting with each case manager allows me to give feedback. I can let them know what they’re doing well and also suggest areas of improvement. It is really important to me that a team member knows when they are doing a great job.

Editor: What is the most challenging part of your job?

S. Schad: The most challenging part of my job is making sure that I provide all members of my team with enough information and feedback during supervisions. It is important that I provide them with access to all the tools and resources they need to succeed at their job.

Editor: And the most rewarding…

S. Schad: …That at the end of the day, we’ve done as much as we can to provide the highest quality of service for our clients.