SUPPORT BROKER SUPERVISOR

Palco • Somerville, NJ

7d • Remote

About The Position

We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit www.palcofirst.com to explore opportunities.

The Self-Direction Support Broker Supervisor provides leadership and oversight to a team of Support Brokers responsible for assisting individuals enrolled in self-directed Medicaid waiver programs. This role ensures Support Brokers deliver high-quality service, comply with program standards, and are equipped with the training, tools, and mentorship needed for success.

The Supervisor plays a key role in maintaining program integrity, ensuring participant satisfaction, supporting professional development, and driving performance improvement

Requirements

• 3–5 years of experience in human services, case management, support brokerage, or a related field.
• At least 1–2 years of experience in a supervisory or team lead role.
• Strong knowledge of self-directed service models and Medicaid waiver programs.
• Exceptional leadership, communication, and organizational skills.
• Proficiency in Microsoft Office Suite, web-based case management tools, and remote collaboration platforms.
• Ability to travel as needed to support staff or attend in-person meetings.
• Must possess professional verbal and written communication skills.
• Must be willing to work with people of all ages and disabilities.
• Must possess good problem-solving skills.
• Must have a valid driver’s license and dependable mode of transportation.

Nice To Haves

• Bachelor’s degree in social work, human services, public health, or a related field.
• Experience working within a Financial Management Services (FMS) organization or similar agency supporting self-directed care.
• Bilingual skills are a plus.

Responsibilities

• Supervise, mentor, and support a team of Support Brokers delivering services to self-directing program participants.
• Conduct regular one-on-one check-ins, performance evaluations, and coaching sessions.
• Foster a supportive team culture focused on person-centered service, accountability, and continuous improvement.
• Monitor caseload distribution and workload balance across the team.
• Ensure team adherence to all policies, procedures, state regulations, and documentation standards.
• Review participant files and records for completeness, accuracy, and compliance.
• Assist with audits, quality reviews, and implementation of corrective action plans.
• Onboard new Support Brokers and provide structured shadowing, orientation, and mentorship.
• Identify skill gaps and provide or coordinate ongoing training and professional development.
• Stay current on changes in self-direction policy, Medicaid regulations, and program updates to train and inform staff accordingly.
• Serve as an escalation point for complex participant concerns, complaints, or grievances.
• Ensure timely and effective resolution of participant issues, maintaining a high level of customer service.
• Collaborate with external stakeholders, such as state agencies or managed care organizations, when needed.
• Track team performance metrics and deliver regular reports to program leadership.
• Communicate policy changes, program updates, and best practices clearly to staff.
• Participate in leadership meetings and contribute to program planning and strategy.

Benefits

• Generous Paid time off.
• Annual bonus potential.
• Retirement Savings: We will support you as you save for your future.
• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
• Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.
• Employer shared Health Insurance cost
• Employer paid Disability Insurance
• Employer paid Life and AD&D Insurance
• Vision Insurance
• Cancer Insurance
• Voluntary Life Insurance
• Paid Time Off
• Remote work environment
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level