Under the supervision of the Program Manager and in combination with the participant, the Service Coordinator is accountable to arrange services that look to protect the health and safety of the individuals we serve. The Service Coordinator understands, adheres to and carries out program requirements established by the State of Pennsylvania Office of Long-Term Living (OLTL), Managed Care Organizations (MCOs), and other regulatory agencies. In carrying out their specific caseload, the decisions and actions taken by the Service Coordinator significantly affect the participant as well as the agency as a whole. While the Service Coordinator does not have direct reports, they are called upon to mentor and train new staff members.
POSITION RESPONSIBILITIES:
1. Provides 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.
2. Is vigilant and responsive to participant needs through numerous forms of communication. In partnership with the participant, supports each individual’s goals to live in the most integrated community setting as independently as possible and to establish natural community connections.
3. Completes all necessary documentation and forms enabling participants to continue to receive services in the timeframe established by program guidelines; includes but is not limited to building Individual Service Plans (ISP), conducting monitoring calls/visits to meet program requirements, and completing annual recertification to meet program requirements. Is also accountable to complete incident management reporting as required by program regulations.
4. Provides necessary training and support to participants and consumer employees (CE) in the areas of managing direct care services that will enhance participant satisfaction of services and CE retention.
5. Prepares and completes all electronic database data entry required in accordance with program guidelines used to ensure accurate and timely information with the highest integrity. Systems may include both internal agency documentation and documentation to meet external agency standards and laws.
6. Maintains and effectively manages a caseload of participants to be determined by Program Manager.
7. Completes Daily Activity Report (DAR) and allocations within required timeframe to assure appropriate program billing/allocation.
8. At a minimum, annually review participant requirements by assessing participant care needs. Care needs will also be reassessed following trigger events as needed. Create plans and obtain funder approval on budgets that range from $50-$100,000 or more per participant. Communicates with providers and ensures they receive necessary documents and authorizations to continue to provide services, rectifies billing concerns.
9. Creates, monitors and determines ongoing need for Accessibility Adaptations and Specialized Medical Equipment (SME) and works with funders for approval. Conducts onsite visits to verify services are rendered. Ensures that vendors receive payment for services rendered.
10. 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, 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. Builds participant confidence, is committed to increasing participant satisfaction, sets achievable participant expectations, assumes responsibility for solving participant problems, ensures commitments to participants 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, time frames, 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:
Service Coordinator:
Bachelor’s Degree in sociology, social work, social welfare, psychology, gerontology or another behavioral science AND
Three years of case management experience
Service Coordinator under the Adult Autism Waiver:
Bachelor’s Degree in education, psychology, social work or other related social sciences.
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.
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.
All Service Coordinators are required to acquire and maintain specific training according to funder regulations (OLTL, 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.
Vision requirements include ability to operate equipment or machinery (e.g. photocopier and computer).
Hearing requirements include ability to answer ringing telephones, 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.
Source: Indeed.com
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