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POSITION SUMMARY:

The Service Coordinator (Supports Coordinator) collaborates with program participants in order to arrange services that meet the person-centered goals, including the health and safety needs, of the individuals we serve. The Service Coordinator (Supports Coordinator) will conduct assessments, develop service plans, and monitor the services in place to ensure positive outcomes and supports each individual’s goals to live in the most integrated community setting as independently as possible and to establish natural community connections. The Service Coordinator understands, adheres to and carries out program requirements established by various regulatory agencies, which may include the State of Pennsylvania Office of Long-Term Living (OLTL), the Office of Developmental Programs (ODP), the Bureau of Autism Services (BAS), Managed Care Organizations (MCOs), and/or other accrediting agencies.

POSITION RESPONSIBILITIES:

Delivers service coordination services to program participants by assessing service needs, and by identifying, securing and monitoring the services provided to each participant based on their unique situations. 

Responds to participant needs through numerous forms of communication and remains attentive to participant needs.

Completes all necessary documentation and forms accurately and within the timeframe established by program guidelines to ensure participants continue to receive services; includes but is not limited to building person-centered service plans, conducting monitoring calls/visits, and completing annual recertification to meet program requirements. Adheres to Transitions of Care and High Risk policies, which may require additional reassessment of care needs

Complete incident management reporting as required by program regulations. 

Provides necessary training and support to participants and consumer employees (CE) in the areas of managing direct care services, if applicable.

Accurately documents service notes for each encounter in both the funding source database and internal database within required timeframes and in accordance with program guidelines.

Maintains and effectively manages a caseload of participants determined by Program Manager.

Utilizes internal database to track required participant information and encounters, such as demographics, goals, transitions of care, high-risk assessment, participant file documents, and billing as specified by the respective program.

Submits necessary documents to funders within required timeframes and ensures delivery of authorizations to providers/vendors to maintain services. Assists in rectifying billing concerns internally and with vendors when necessary.

Assists participants with processes to obtain Accessibility Adaptations, Specialized Medical Equipment (SME), and Non-Medical Transportation (NMT) and other similar services, where applicable.

Performs other duties as needed or assigned.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCY

Communication

Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, conducts training and public speaking, shares information and ideas with others, has good listening skills.

Inside the organization, service coordinators communicate with their leadership team and other colleagues. While outside the organization the service coordinator is accountable to successfully interact with participants and their families/representatives, funding source contacts, physicians, vendors, contractors, FMS providers, resources, County Assistance Office (CAO), contractors, other agencies, etc.

Customer Focus

Coordinates services to ensure the health and safety of participants and enable them to live the best life possible. Builds participant confidence, is committed to increasing participant satisfaction, sets achievable participant expectations, assists in resolving participant problems, ensures commitments to participants and families, if applicable, are met, and solicits opinions and ideas from participants. Resolves participant grievances by addressing issues that arise.

Integrity/Ethics

Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports Service Coordination Unlimited, Inc. values, and conveys good news and bad.

Job Knowledge

Understands duties and responsibilities associated with case management, has necessary job knowledge and qualifications for the role, has necessary technical skills, understands all agency regulations, as well as company mission/values, keeps job knowledge current, and is in command of critical issues associated with the role. Possesses the computer and technology skills needed to be successful in the role. Adheres to company policies, timeframes, and procedures.

Dependability

Meets commitments, works independently with minimal supervision, accepts accountability, handles change appropriately, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements. 

Problem Solving and Conflict Resolution

Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities and generates new ideas. Has the ability to manage through abrupt emergency situations that may have an impact on the wellbeing of individuals such as abuse, neglect and exploitation. Address potential conflict situations that arise between participants, attendants, family members, etc. Has necessary negotiating skills and works to gain agreement as needed.

Interpersonal Skills

Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

Productivity

Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

Quality

Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

Self-Development

Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.

Teamwork

Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.

EDUCATION AND EXPERIENCE:

Supports Coordinator under the Adult Autism Waiver:

1. Bachelor's Degree in education, psychology, social work or other related social sciences.
2. At least three years experience providing case management for people with disabilities OR at least three years experience working with people with autism spectrum disorders.
3. Must complete required training developed by BAS for Supports Coordination for people with autism spectrum disorders, including training in needs assessment and person-centered planning.

Supports Coordinator under ODP:

1. Bachelor's Degree in education, psychology, social work or other related social sciences
2. At least three (3) years experience working with individuals with IDD preferred
3. Must complete required training developed by ODP for Supports Coordination for people with IDD

All Service Coordinators are required to acquire and maintain specific training according to funder regulations (OLTL, ODP, BAS, MCO, etc.).

PHYSICAL DEMANDS & WORKING ENVIRONMENT:

• Works a typical scheduled shift, plus any additional hours as needed to meet participant/department/program needs.
• Works in an office environment most of the time: at a desk sitting or standing.
• Works independently with minimal supervision.
• Works with a computer terminal/keyboard (or laptop) a good portion of the day, thus requiring visual perception, hand-eye coordination and hand movement/flexibility.
• Maximum weight to be lifted independently is 5 - 20 pounds.
• This position requires the following physical demands: reaching, stretching, stooping, sitting, walking, repeated bending and/or standing.
• Must be able to operate equipment or machinery (e.g., photocopier and computer).
• Must be able to answer ringing telephones and communicate with people both on the telephone and in person
• Possess a valid driver’s license. Dependable means of transportation may include travel to participants off public transportation routes.
• This position requires the following mental demands: reading, reasoning, organization, math, and problem-solving; decision-making, close attention to detail, facts and accuracy.
• This position requires the following mental discipline: detailed work, prioritization, multiple concurrent tasks, interruptions, stress; confidentiality, training and public speaking.
• Tasks vary day-to-day.