Escalation Coordinator

THE RESOURCE EXCHANGE • Colorado Springs, CO

5d • $25 - $26 • Hybrid

About The Position

The Escalation Coordinator serves as a key resource within the Case Management Agency (CMA), assisting Service Coordinators with higher-priority or higher-needs and families, including those navigating complex systems, experiencing crisis, or requiring time-sensitive support. This position bridges communication between CMA leadership, families, providers, and external agencies to promote collaborative, timely, and compassionate problem-solving. With expertise across all waiver types—IDD, Non-IDD, and Children’s Waivers—the Escalation Coordinator ensures rapid response to elevated issues while maintaining compliance with Medicaid, HCPF, and TRE policies. The Coordinator also helps identify service gaps, systemic concerns, and training needs, contributing to continuous improvement within the department.

Requirements

• Extensive knowledge of Medicaid waivers (IDD, Non-IDD, Children’s), long-term services and supports (LTSS), and community resources.
• Strong understanding of crisis planning, conflict resolution, and interagency collaboration.
• Excellent verbal and written communication skills with the ability to navigate sensitive issues diplomatically.
• High level of emotional intelligence, resilience, and cultural competence.
• Strong organizational and prioritization skills in time-sensitive situations.
• Comfort with ambiguity, urgent needs, and evolving circumstances.
• Proficiency in Microsoft 365, cloud-based platforms, CCM, Bridge, and other state systems.
• Minimum: Bachelor’s degree in human services or related field, or equivalent experience.
• A reliable vehicle, valid Colorado driver’s license (unless part of an active military family), and proof of insurance with minimum preferred liability coverage of $100,000/$300,000/$100,000 are required.

Nice To Haves

• Preferred: 2+ years of case management experience with complex or high-need populations. Experience navigating elevated client needs, system coordination, or public benefits strongly preferred.

Responsibilities

• Act as a liaison between members, families, service providers, CMA leadership, and community partners during times of conflict, transition, or urgent need.
• Ensure thorough and timely documentation in Care and Case Management (CCM), Bridge, Vault, and other relevant systems.
• Respond to internal and external escalations from clients, guardians, advocates, or agencies, providing accurate information, completing service plans, revisions, PARs, and appropriate follow-up.
• Support team members by consulting on difficult or elevated cases, offering expertise, insight, and guidance.
• Collaborate with the Supervisor and Manager to address trends in escalations and recommend procedural improvements.
• Serve as a subject matter expert on waiver options, enrollment processes, transitions, and person-centered planning.
• Assist with onboarding or training team members when related to de-escalation, communication strategies, or crisis navigation.
• Support management of the TRE Complaint Log by prioritizing items requiring immediate action, completing the action, and coordinating with Service Coordination on non-escalated issues.
• Support management of Health Care Policy and Financings escalations by attending meetings and [NV1] managing the associated database.
• Provide backup coverage for absent team members, particularly in higher-need situations.
• Serve on internal workgroups focused on crisis response, system redesign, or policy change adaptation.
• Use TRE tools such as the Predictive Index to support self-awareness, team dynamics, and communication.
• Participate in strategic planning, quality improvement initiatives, and performance development processes.
• Adapt to organizational and regulatory changes, ensuring continued excellence in service coordination.
• Represent TRE and the CMA with integrity in all professional communications and interactions.
• Engage in TRE-led development opportunities and staff engagement activities.
• Assist with special projects, case reviews, and root cause analysis related to elevated cases or concerns.
• Perform other duties as assigned to support organizational mission and client wellbeing.

Benefits

• Health, dental, vision, employer-paid life and short-term disability, voluntary life, long-term disability, 401K with employer contributions, pet insurance, additional supplemental insurance options, flexible work environment, training and growth opportunities, workgroup participation, public student loan forgiveness eligibility, mileage reimbursement, and more.
• Health, dental, vision, Lifestyle Spending Account for health and wellness, plus pet insurance for your furry friends
• Flexible work schedules to fit your life (yes, we really mean it!).
• Half-Day Fridays: Start your weekends early, every week!
• Paid Time Off with your birthday off, paid holidays, and time to celebrate what matters most to you.
• Public Student Loan Forgiveness: We're invested in your future.
• Paid time off to give back to the community.
• Leadership, career advancement, and workgroup opportunities to help you thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees