As a vital partner in facilitating quality, the CRS program manager's roles are as follows:

  • Leader: directing and having concern for his or her staff members and the consumers.
  • Builder of competency: building competency in his or her staff members in order for the CRS program to best serve consumers, families, community members, and taxpayers.
  • Teacher: teaching and coaching both new and experienced staff members who want to continue to learn more about the rehabilitation process and improve his or her skills and abilities.
  • Talent developer: committing to and searching out challenging opportunities for staff members to grow, innovate, and improve his or her abilities.
  • Motivator: encouraging and motivating staff members to become decision-makers and creative thinkers.
  • Visionary: enlisting others in a common vision by appealing to their values, interests, hopes, and dreams to create a cultural climate of excellence in service.
  • Source of empowerment: strengthening the CRS process and empowering the counselor to become a decision-maker by sharing information and by discussing the decisions the counselor has made and the actions he or she has taken regarding the consumer’s case.
  • Reflector: providing ongoing feedback to the counselor about how to improve accountability in order to deliver quality services.
  • Role model: exhibiting the self-confidence that it takes to provide quality services and ensure the consumer’s satisfaction.