Service Coordinator

Providence Support Services Inc•Albuquerque, NM

About The Position

The Service Coordinator is a safety-sensitive, salaried, exempt essential employee responsible for quality assurance and improvement, organizational leadership, and oversight of participant programs and services. The role ensures program participants are positively supported, their health and safety are monitored, and their needs are met. It oversees supported living homes and customized community supports to ensure they operate safely and efficiently in accordance with state and agency standards, policies, and procedures. The Service Coordinator works with house staff, nurses, healthcare coordinators, interdisciplinary teams, office personnel, and other providers. Duties include monitoring medication and medical appointment protocols, maintaining oversight of individual service plans and other participant plans, reviewing incident reports, supporting and supervising employees, coordinating staffing and activities, completing quality assurance and Medicaid billing tasks, and providing administrative support to the Executive Director. The position is primarily office-based but also involves work in residences and the community. The employee must be flexible, maintain on-call availability during and outside scheduled shifts, and respond to staffing needs, emergencies, and crises. The position involves direct support of participants, including personal and medical care, assistance with mobility, and possible challenging behaviors or physical restraint as a last resort under specified circumstances. Moderate physical exertion and the ability to lift and transfer individuals are required.

Requirements

High school diploma or GED.
At least 21 years of age, as required by the company’s commercial insurance.
Completion of at least half of the DOH/DDSD required trainings and compliance with all required training, including state-mandated and therapy training.
Clear driving record at hire and throughout employment, with fewer than two moving violations in the previous two years and no DUI/DWI in the previous five years.
Pass a pre-hire drug/alcohol screen and continue to pass screens throughout employment.
Maintain current personal liability auto insurance in the employee’s own name or provide proof of being listed on the policy.
Maintain a clear criminal background at hire and throughout employment, including applicable COR/EAR, New Mexico Courts, sex offender, and DOH CCHSP clearance checks.
Maintain a current, valid New Mexico driver’s license and a reliable personal vehicle throughout employment.
Be able to drive for the company and transport program participants in a personal vehicle and company vehicle.
Be proficient with computers, fax and copy machines, multi-line phone systems, and other electronic equipment; be able to use the internet, type, and create and maintain databases and spreadsheets.
Have good verbal and written communication, organizational, teamwork, and interpersonal skills.
Be able to relate positively to participants and their teams, work independently without constant supervision, and supervise, train, and discipline staff.
Be able to work directly with participants, including those who may display verbal or physical aggression, challenging behaviors, or crisis events, and provide medical, personal, grooming, hygiene, medication, lifting, and transferring assistance.
Be able to assist, support, lift, and transfer individuals who use walkers, wheelchairs, and gait belts.
Be able to respond quickly to difficult situations and handle stressful situations calmly.
Be able to hear and withstand repetitive noises, sounds, phrases, yelling, and screaming.
Be able to work alone with participants who may become verbally or physically aggressive.
Be able to perform essential job functions with reasonable accommodation.
Be able to wear a mask covering the nose and mouth throughout scheduled shifts during COVID-19 spikes or outbreaks.
Meet moderate physical exertion requirements, including bending, sitting, standing, squatting, kneeling, running, walking, climbing stairs, and participating in sports activities.
Be able to lift 25 pounds above shoulder level, lift 40 pounds or more repeatedly, and occasionally support 70 to 100 pounds.
Have schedule flexibility and be able to respond to on-call needs.

Nice To Haves

College degree, preferably in a human services field.
Alternatively, a high school diploma and three years of commensurate experience.

Responsibilities

Follow employee conduct, ethics, agency, personnel, and applicable state and federal policies and standards.
Work with house lead assistants, nurses, and the healthcare coordinator to ensure medication protocols are followed, including storage, documentation, supply, and administration.
Ensure medical and ancillary appointments are current, attend appointments as needed, and maintain and communicate related documentation and notifications.
Work with interdisciplinary teams to review or modify participant programs and maintain oversight of ISP implementation and other participant plans.
Maintain on-call availability for staff questions, emergencies, crises, coverage needs, and other situations; return emergency or crisis calls within 20 minutes and other calls within 24 hours.
Ensure homes are maintained in good condition and meet agency health and safety standards.
Ensure shifts are covered, coordinate staff scheduling, and find coverage for call-ins, vacations, and absences while keeping the Program Director informed and minimizing overtime.
Attend safety committee meetings and complete quality assurance activities involving health, safety, documentation, and reporting.
Review incident reports and make recommendations.
Ensure participant needs are met by advocating and coordinating with other providers and sources.
Oversee and assist with planning and coordinating participant activities, including possible attendance at Special Olympics and other company or participant-related events.
Maintain confidentiality of participant electronic files in accordance with agency policy and state, federal, and HIPAA requirements.
Hire and terminate employees and complete disciplinary processes; support employees and participants, participate in evaluations and raise reviews, review staff time and mileage sheets, and help coordinate required staff training.
Assist with vehicle maintenance and repairs.
Attend and facilitate managers’ meetings, participate in administrative meetings, disseminate information to staff, communicate effectively, and prepare written reports as necessary.
Assist with labor issues, Department of Labor matters, and EEOC appeals or documentation as needed.
Support continued quality improvement in accordance with state and federal standards, including NM DOH/DDSD standards and CARF.
Attend required DOH/DDSD trainings, therapy trainings, ISP/IDT meetings, and other scheduled meetings.
Complete Medicaid billing duties for program participants at least weekly.
Provide administrative support to the Executive Director.
Complete quarterly pharmacy reviews, annual documentation and reports for clients and staff, and monthly check-ins or check-ups to ensure protocols are followed.
Support client and staff recognition.
Use the company-approved crisis intervention technique when approved in the behavior support plan. Step back during challenging events when appropriate, and use restraint only as a last resort when a participant is trying to physically hurt themselves or someone else, or is in immediate danger.
Work in an office setting and in residences, community settings, or residential or day services facilities as needed; be flexible to start early or stay late.
Perform other duties as assigned or requested.