Service Coordinator I

About the role

Under the general supervision of the Property Manager/Staffing Manager/Program Manager, the Service Coordinator assumes responsibility for coordinating programs and services to help participants maintain a good quality of life and age in place. The Service Coordinator prioritizes a person-centric model of service delivery.

Responsibilities

• Coordinates programs and activities for eligible individuals on a group basis.
• Serves as a liaison to community agencies, networks with community service providers, and seeks out new services available to eligible individuals.
• Identifies low cost service providers and/or negotiates discounts.
• Monitors the ongoing provision of services from community agencies and appropriately documents participant's use in the designated documentation management system.
• Manages the provision of supportive services where appropriate.
• Develops and maintains a Resource Directory that includes a listing of state and/or local service providers (e.g., services to families, children, elderly individuals, persons with disabilities and emergency assistance).
• Organizes educational events relating to health care, agency support, life skills and referral sources; promotes participation and links eligible participants to events.
• Identifies partners to provide health services and screenings to participants at their home.
• Assists participants in building informal support networks with other participants, peers, family, and friends.
• Engages volunteers within the community and/or property when appropriate based on National Church Residences Volunteer Policies and Procedures.
• Outreaches to all individuals eligible for the program to provide education about the program and offer enrollment.
• Regularly engages all participants in the program to identify areas of need and make referrals to community agencies when necessary.
• Conducts telephonic and/or in-person participant assessments and screenings according to program social and health requirements and in accordance with established time frames.
• Collaborates and communicates appropriate information with care and service colleagues to achieve participant goals.
• Provides quality customer service to all eligible individuals including answering questions, addressing concerns and assisting with basic needs from a person-centered perspective.
• Assists participants in acquiring and utilizing desired community services to address social determinants of health such as housekeeping, meals, transportation, personal services, financial assistance, adult day care, counseling, and other services requested while in compliance under the policies and restrictions outlined by contract or program.
• Adheres to a follow-up and monitoring schedule outlined by participant preferences and/or contract or program requirements, including telephonic and/or in-person visits in individual's home as directed.
• Performs miscellaneous and specially requested tasks such as gathering reports or interdisciplinary meetings.
• Participates in implementation of grants or special programs that benefit participants.
• Builds rapport with participants while maintaining appropriate professional boundaries.
• Manages time independently, completing required tasks and documentation within identified time frames.
• Works autonomously and as part of a team.
• Responds to all communications (phone, email, fax, etc.) in a timely and professional manner.
• Accurately records labor time according to program and employer policy and procedures.

Documentation

• Completes timely electronic and written documentation within required documentation systems to ensure accurate reporting of individual interactions, assessments and services.
• Completes all required forms with all participants who want to utilize the Service Coordination program.
• Completes Care Plans and monitoring of plans with participants according to program requirements, including follow up on referrals and services at implementation and on an ongoing basis.
• Submits documentation needed for funder and quality Performance Reports in order to maintain funding for the program.

Performance measurements

• Meets requirements outlined in Quality Assurance Review Process and File Review Process (Reviews), which capture participant assessments, provided interventions, monitoring, policy compliance, and Education and Wellness Programs.
• All responsibilities are carried out in a manner consistent with National Church Residence's Core Values of Purposeful Service, Compassion, Equity and Inclusion, Excellence, and Servant Leadership.

Expectations

• In housing settings, maintains a caseload ratio up to 1.25 assigned units/individuals per scheduled hours per pay (e.g., Full time, 80 scheduled hours per pay maintains caseload of up to 100 units; Part time, 40 scheduled hours per pay maintains caseload of up to 50 units). Caseload ratio calculation: Divide number of assigned units by number of scheduled hours per pay.
• Demonstrates and maintains a positive, professional manner, manages time efficiently and effectively, provides leadership as a role model to promote a team approach, collaborates and participates in policy creation and appropriate problem-solving methods.
• Must adhere to all policies, procedures, terms and conditions set forth in the National Church Residences' Employee Information Guide (EIG) as well as any facility handbook including but not limited to corporate compliance, drug free workplace, safe work practices, all federal, state, local regulations and laws.
• With respect to Individual Rights, ensures all care is provided with respect and dignity for individuals, reports all complaints made by individuals and/or families to the appropriate supervisors, reports all allegations of abuse, misappropriation of funds/individual property and/or any other corporate compliance, drug free workplace, safe work practices, all federal, state, local regulations and laws.
• Advocates individuals' personal preferences and right to self-determination.
• Completes all annual education requirements timely, including but not limited to Compliance, Privacy, Security and HIPAA training and exhibits behavior as set forth by the Code of Conduct in the performance of their duties.

Qualifications

• Education/Certification: High School Diploma or GED required. A bachelor's degree in social work or a related field is preferred.
• Experience required: Two or more years of experience in a social service delivery with elderly, people with disabilities, and/or family population. Demonstrated working knowledge of supportive services and other resources in the area served by the project. Demonstrated ability to advocate, organize, problem-solve, and provide results for the participants served.
• Skills/Abilities: Good communication, comprehension and interpersonal skills. Working knowledge of Windows, Microsoft Office Suite and World Wide Web which will be demonstrated by a passing score on a computer literacy test.

Physical activities and requirements

• Travel: Occasional or as directed by contract and department requests.
• Vision: Normal, consistent with standard workflow.
• Climbing: Rare
• Stooping: Sometimes
• Standing: Frequent
• Sitting: Sometimes
• Walking: Frequent
• Pushing: Rare
• Pulling: Sometimes
• Driving: Sometimes
• Lifting/Carrying: Sometimes (10-25 lbs), Rare (26-50 lbs, 51-75 lbs, 76+ lbs)

Working conditions

• Worker is subject to changing inside and/or outside temperatures which may include extreme heat (temperatures above 100 degrees) or extreme cold (temperatures below 32 degrees).
• Worker is subject to work conditions that are somewhat disagreeable; elements such as noise, dust, heat and oil exist but not to the extent of being continuously disagreeable.
• Acceptable; some distractions.

Mental activities and requirements

• Reasoning ability: Ability to apply common sense understanding to carry out detailed instructions.
• Mathematics ability: Ability to perform math skills including adding, subtracting, multiplying, and dividing; to perform the four basic arithmetic operations with money; to perform operations with the assistance of a calculator or Excel spreadsheet.
• Language ability: Ability to speak, read, write and understand English.
• Supervision received: Occasional supervision. Employee works on a definite objective using a wide range of procedures. Plans and arranges his/her own work referring unusual matters to supervisor.

Status: Non-exempt
Reports to: Property Manager/Portfolio Manager for Enriched Housing Services/Program Manager
Supervises: n/a