Direct Services Resource and Engagement Coordinator

Summary

The Direct Services Resource and Engagement Coordinator plays a key role in ensuring consistent, high-quality service delivery by coordinating staffing resources while actively supporting employee engagement and retention. This position serves as a central point of contact for direct support staff and program leadership, balancing operational staffing needs with relationship-building, communication, and workforce support.

Essential Functions

Staffing Coordination and Resource Management

• Coordinate daily staffing coverage for residential and community-based programs to ensure continuity of services.
• Collaborates with managers to respond to call-outs, vacancies, and emergent coverage needs while minimizing service disruption and overtime.
• Monitor staffing patterns, overtime usage, and coverage trends; communicate concerns and recommendations to leadership.
• Maintain staffing plans aligned with individual support plans, acuity levels, and regulatory requirements.
• Participate in recruitment activities.

Employee Engagement and Support

• Serve as a supportive resource for direct support professionals regarding scheduling, expectations, and workplace concerns.
• Promote positive employee engagement through clear communication, responsiveness, and relationship-building.
• Assist with onboarding coordination and orientation support for new direct care staff.
• Support retention initiatives by identifying barriers to engagement and collaborating on solutions.

Collaboration and Communication

• Work closely with program managers, supervisors, and Human Resources to align staffing needs with recruitment and retention strategies.
• Communicate schedule changes, coverage needs, and expectations clearly and professionally.
• Participate in team meetings and contribute to workforce planning discussions.

Compliance and Quality Support

• Ensure staffing practices comply with federal, state, and funding source requirements.
• Support incident response by ensuring appropriate staffing levels during and after critical events.
• Assist with tracking staffing metrics, coverage gaps, and engagement trends.

Other Duties

• Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Physical Requirements

• Office-based with frequent communication across program sites.
• May require evenings, weekends, or on-call availability based on program needs.
• Ability to manage competing priorities in a fast-paced environment.

Qualifications

Education and Experience

• Associate’s or Bachelor’s degree in Human Services, Business Administration, or related field preferred.
• Minimum of two (2) years of experience in staffing coordination, direct services, or operations in a human services setting.
• Experience working with intellectual/developmental disabilities or community-based services strongly preferred.

Knowledge, Skills, and Abilities

• Strong organizational and problem-solving skills with the ability to make real-time decisions.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Ability to build trust and rapport with a diverse workforce.
• Proficiency in scheduling systems, HRIS, or workforce management software.
• Ability to maintain confidentiality and exercise sound judgment.

Equal Employment Opportunity

Hope Family Partners is an Equal Opportunity Employer.