Senior Coordinator of Development and Training (Next Step)

PRIMARY PURPOSE OF JOB:

This position oversees and supports Support Coordinator Mentors, Next Step Training Coordinator, and all newly hired Support Coordinators during a minimum of their first ninety (90) days of employment. The Senior Coordinator of Development and Training Team ensures new Support Coordinators are effectively onboarded, supported, and successfully integrated into Support Coordination practice through direct supervision, training, coaching, monitoring of early performance, and collaboration with the Training Coordinator. This role provides leadership, mentoring, and oversight to promote compliance, competency, engagement, and retention.

This description may not include all the duties, knowledge, skills, or abilities associated with this position.

ESSENTIAL FUNCTIONS AND KEY RESPONSIBILITIES:

Duties and Responsibilities Related to Mentor and Training Coordinator Supervisor

• Supervise the daily activities and work performance of Mentor Support Coordinators and the Next Step Training Coordinator.
• Supervise newly hired Support Coordinators (SC) during a minimum of their first 90 days of employment and ensure the new SC is successfully transferred to their assigned official team and Senior Support Coordinator.
• Delegate onboarding and mentoring duties to Mentor Support Coordinators/Training Coordinator as appropriate.
• Monitor to ensure Mentor Support Coordinators and Training Coordinator are meeting responsibilities related to onboarding of Support Coordinators.
• Supervise the Training Coordinator to ensure training materials, curriculum and schedules for Support Coordinators are current and reflect the desired concepts, best practices and policies and procedures.
• Identify emerging or additional training needs and assign the Training Coordinator to develop, source, or coordinate appropriate training topics and materials, as needed.
• Provide oversight and feedback to the Training Coordinator regarding new hire SC benchmarks, challenges, and training effectiveness.
• Ensure Training Coordinator effectively collaborates with and honors the oversight of the Director of Support Coordination, and Assistant Director of Support Coordination regarding the development and implementation of the Next Step department training program.
• Assign Support Coordinators additional or remedial training as needed.
• Coordinate the assignment of caseload coverage to Mentors, as needed, to providing cross-team support and ensure adherence to contractual and regulatory standards and agency requirements.
• Maintain the Mentor Service Accountability Tracker and monitor quality assurance measures related to case management, Mentor service goals, caseload performance, and service expectations.
• Shadow and monitor training delivered by the Training Coordinator to ensure training is effective, content is presented clearly and accurately, and new staff receive appropriate instruction; provide feedback and guidance to improve training delivery as needed.
• Monitor compliance with Department of Mental Health (DMH), Medicaid, Targeted Case Management (TCM), and agency requirements while evaluating training curriculum to ensure training coordinator has made updates to training materials.

Duties and Responsibilities Related to Assigned Support Coordinators

• Provide structured onboarding support, training, coaching, and bi-weekly check-ins to new Support Coordinators to promote confidence, competency, and retention.
• Oversee early workload progression and caseload development of new Support Coordinators through oversight of monitoring tools to include but not limited to the monthly checklist, annual grid, and field training feedback.
• Monitor and review documentation including case notes, service goals, Person Centered Support Plans, and support monitoring forms, to ensure accuracy, timeliness, and compliance.
• Monitor case notes and related documentation to ensure accuracy, timeliness, and compliance with Medicaid and Department of Mental Health (DMH) documentation guidelines.
• Provide real-time feedback, coaching, and corrective guidance as needed.
• Collaborate with the Next Step Training Coordinator to schedule field training between Mentors and new Support Coordinators. Monitor field training activities for completion and effectiveness and ensure feedback is provided in accordance with all applicable Department of Mental Health (DMH) guidelines.
• Identify and address performance or quality assurance concerns with new Support Coordinators through timely coaching, mentoring, and structured follow-up to support skill development, compliance, and successful performance improvement.
• Prepare a 90-day review for each assigned Support Coordinator, including a recommendation for either transition to an assigned SC Team and Senior Support Coordinator, Or continuation of on-boarding training for further skill and performance improvement, or discontinuation of employment, as appropriate.
• Provide recommendations for team assignments for Support Coordinators transitioning to their SC Team and supervising Senior Support Coordinator.
• Coordinate with the Next Step Training Coordinator to develop a final Support Coordinator benchmark report and update meeting that summarizes new hire progress, identifies any ongoing support needs, and supports a successful transition to the assigned team. Provide the benchmark report to the receiving Senior Support Coordinator in a timely manner.

General Duties and Responsibilities

• Review the onboarding orientation summary and ensure the Next Step Training Coordinator and incoming Senior staff members are informed of the new hires’ learning style and preferences, and training needs in order to provide effective support.
• Analyze on-boarding survey data in partnership with the Next Step Training Coordinator and Mentors, leveraging insights to provide targeted feedback and continuously improve training practices, ultimately strengthening the onboarding experience and driving retention.
• Administer and analyze regular stakeholder feedback processes by distributing monthly surveys and conducting outreach to families and providers to gather input regarding Mentor and Support Coordinator (SC) performance. Track and compile feedback data and provide summary reports to the Director as requested.
• Assist with development and training of system updates such as the introduction of Artificial Intelligence use through SETWorks.
• Approve time off and timesheets for Support Coordinators, Mentor Support Coordinators, and the Next Step Training Coordinator.
• Prepare, schedule, and lead 1:1 meetings with each supervised team member.  One-to-one meetings with assigned Support Coordinators should be held weekly.  One-to-one meetings with Mentors and the Training Manager should be held no less than monthly.
• Prepare and implement monthly team meetings for team members regarding updates to their job performance, job changes, and agency updates.
• Participate in supervisory, planning, and leadership meetings as assigned.
• Attend staff meetings concerning new or revised policies and procedures and implement information accordingly.
• Perform other related duties as assigned.

LEADERSHIP, ETHICS, AND PROFESSIONAL CONDUCT:

Abilities First employees are expected to model exemplary leadership at all times. This includes representing the agency in a positive, respectful, and professional manner through words, actions, and expressions. Employees are expected to communicate concerns, challenges, and differing perspectives through the established chain of command, using constructive, solution-focused, and professional language rather than judgmental or disparaging commentary. Abilities First expects staff to observe the highest ethical standards, maintain professional conduct above reproach and demonstrate unwavering integrity in all internal and external interactions.

WORK ENVIRONMENT:

The work environment described here is representative of those an employee encounters while performing the essential duties and responsibilities of this job. The work environment is fast-paced and result-oriented, which presents multiple demands with frequent interruptions, constantly shifting schedules and priorities and simultaneous deadlines requiring the employee to be flexible, organized and cooperative. This position has access to confidential information. This requires the employee to maintain a high level of knowledge in confidentiality, agency policy and procedure, and applicable laws.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Thorough knowledge of Support Coordination and Targeted Case Management requirements.
• Ability to supervise, train, coach, mentor, and evaluate staff performance.
• Ability to support new staff through onboarding and early skill development.
• Strong understanding of DMH, Medicaid Waiver, and TCM guidelines and documentation standards.
• Ability to identify early performance, compliance, or quality concerns and respond appropriately.
• Exceptional organizational, written, and verbal communication skills.
• Ability to work independently and make sound leadership decisions.
• Demonstrates professional work ethic and leadership disposition.

CORE COMPETENCIES:

Core competencies align with the Abilities First Core Values – OATH

One Team One Mission

• Contributing to Team Success – Actively participating as a member of a team to move the team toward the completion of goals.
• Engagement Readiness – Demonstrating a willingness to commit to one’s work and to invest one’s time, talent and best efforts in accomplishing organizational goals.

Accountable, respectful service

• Continuous Improvement – Originating action to improve existing conditions and processes, identifying improvements opportunities, generating ideas, and implementing solutions.
• Quality Orientation – Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
• Technical/Professional Knowledge and Skills – Having achieved a satisfactory level of technical and professional skill or knowledge in position-related area, keeping up with current developments and trends in area of expertise.

Transparent stewardship

• Decision Making – Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Planning and Organizing – Establishing courses of action for self and others to ensure that work is completed effectively.

Hold the rope

• Adaptability – Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Leadership Disposition – Demonstrating the traits, inclinations, and dispositions that characterize successful leaders; exhibiting behavior styles that meet the demands of the leader role.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree required; degree in social work, psychology, or related field preferred.
• Successful and accepted experience as a Support Coordinator.
• Minimum of 1 year as a Senior Support Coordinator or comparable experience required.
• Management or leadership experience is strongly preferred.

PHYSICAL CONTEXT AND WORK ENVIRONMENT:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job duties.

The statements herein are intended to describe the general nature and level of work being performed but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Created: 06.24.2026