Rate: $16-$28,

Site: Call Center, Coldwater Rd,

Schedule: Tuesday-Friday 12:30p-9p

Summary: Support Service Coordinators work to support individuals who have intellectual or developmental disabilities and their staff. SSC's serve as liaisons to individuals, staff, families, and community resources; providing one point of contact for all staff to call the call center with questions. SSC's perform duties according to standard division policies, procedures, goals, and objectives, exercising discretion and independent judgement in effectively applying guidelines to individual circumstances.

Duties and Responsibilities:

• Maintain compliance with all regulatory bodies.
• Accomplishes individual Balance Score Card goals including meeting or exceeding productivity goal; assists department in meeting the department's Balance Score Card goals.
• Understand, follow through, and document support plans, goals, activities, progress, etc.
• Adheres to Easter Seals Arc Human Resources Policies, attends meetings and performs other duties as assigned.
• Complies with all state/BDDS and Medicaid Waiver regulations and meets all Medicaid waiver guidelines.
• Participates in team meetings and trainings to enhance support of team function, including on site as needed for continuity of care. Provides documentation of time spent in crisis activity at the end of every shift.
• Maintains scheduling database including client specific training materials; fills open positions with staff keeping in mind cost effectiveness.
• Engage in respectful communication, treats individuals with dignity and honors individual rights.
• Use person-first or preferred language when appropriate. Maintain confidentiality and support privacy at all times.
• Carefully and communicate respectfully and clearly with the people you support. Handles a high level of inbound and outbound calls.
• Responds to crisis situations immediately, calmly, and appropriately.
• Know, advocate, and respect the rights of individual(s) supported.
• Supports people to be safe and have optimal health and wellbeing. Utilizes non-violent crisis intervention skills and demonstrates proper response when a call for help is made.
• Coordinates need for emergency intervention with nurse, supervisor, QIDP, assistant director and director.
• Partners with the staff and clients to carry out medical risk plans and behavior support plans.
• Ensure that people are free from abuse, neglect and exploitation.
• Complete needed reporting and documentation.
• Positively represent Easterseals Arc. Uphold agency values and follow agency policies and procedures.
• Maintain confidentiality of records/information according to HIPAA, State, Federal Laws and guidelines. Understand and follow through with agency systems and protocols.
• Mentor and train new staff to ensure that the workplace is a positive and productive environment. Respects confidentiality and delivers services in a respectful fashion.
• Assists client, families/guardians, and staff in accessing agency and community resources.
• Communicate positively and clearly with your supervisor and co-workers.
• Meet established timelines and deadlines.
• Maximize and responsibly utilize agency and community resources. Completes duties assigned by supervisor or designee.

Qualifications:

• At least 18 years of age.
• Bachelor's degree in social work, special education, psychology or equivalent combination of education and experience with individuals with ID/DD in a work setting.
• Two years of customer service experience preferred.
• Ability to effectively use a computer to complete required documentation and the ability to learn more intensive systems.
• Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Ability to write clearly and succinctly in a variety of communication settings and styles. Experience working with individuals with autism and other developmental disabilities; prefer 2 or more years.
• Ability to pass criminal/registry background checks. A valid driver's license & insured vehicle.
• Basic language, written and computer skills necessary for communication and documentation.
• Ability and willingness to support individuals with challenging behavior and/or medical concerns.
• Ability to pass and maintain required trainings such as CPR/First Aid, Medication Administration and Positive Behavioral Support Training and other trainings as deemed necessary by the agency.

Working Conditions: Support Services Coordinators work in a standard office environment. Employee works with some supervision, both alone and with others in a team environment. Employee works in a changing call center environment that adjusts to the needs of the individuals in program services and staff. The environment may be fast-paced with interruptions, distractions and deadlines. Employee spends most of the time fielding calls that include general to emergency calls. Employee uses computer scheduling system.

Physical Requirements: Employee will work in an office setting and may experience some light lifting. Employee spends the majority of time sitting at a desk using a call center phone and computer system.