Title: Service Coordinator I

National Church Residences- All Divisions

Status: Non-exempt

Reportsto: Property Manager/Portfolio Managerfor Enriched Housing Services/ Program Manager

Revisiondate: August 2022

Supervises: n/a

PURPOSE

According to prescribed policies and procedures of the organization including all applicable federal, state, accreditations, and regulations and under the general supervision of the PropertyManager/Staffing Manager/Program Manager,the ServiceCoordinator assumesresponsibilityfor coordinating programs and servicestohelp participants maintain a goodquality oflife and age inplace.  The Service Coordinator prioritizes a person-centric model of service delivery.

ESSENTIALFUNCTIONS AND BASIC DUTIES

1. Assumes responsibilityfor coordinating programs and activitiesfor eligible individuals on a group basis.

a. Serves as a liaisonto community agencies, network with community service providers, and seek out new services available to eligible individuals.Identify low cost serviceproviders and/or negotiatediscounts.

b. Monitors the ongoing provision of services fromcommunity agencies and appropriately documents participant’s use in the designated documentation management system. Managesthe provision of supportive services where appropriate.

c. Develops and maintains a Resource Directory that includes a listing of state and/or local service providers. Examples include servicesto families,children, elderlyindividuals,personswithdisabilities and emergency assistance.

d. Organizeseducational eventsthat include subjects relatingto health care, agency support,life skills andreferral sources. Promotes participation and links eligible participants to events.

e. Identifies partners to provide health services and screenings to participants at their home.

f. Assistsparticipants in buildinginformal support networkswithother participants, peers,family, and friends.

g. Engage volunteers within the community and/or propertywhen appropriate based onNational Church Residences Volunteer Policies and Procedures.

2.Assumes responsibility coordinating services forparticipants on an individual basis through a person-centered, non-clinical assessment, intervention, and monitoring process.

a. Outreaches to allindividuals eligible for the program to provide education about the program and offer enrollment.  Regularly engages all participants in the program toidentify areas of need and makereferralsto community agencieswhen necessary.

b. Conducts telephonic and/or in-person participant assessments and screenings according to program social and health requirements and in accordance with established time frames.

c. Collaborates and communicates appropriate information with care and service colleagues to achieve participant goals.

d. Providesquality customer serviceto all eligible individuals including, but not limitedto, answering questions, addressingconcerns andassistingwith basic needs from a person-centered perspective.

f. Adheres to a follow-up and monitoring schedule outlined by participant preferences and/or contract or program requirements such as HUD and various accrediting organizations.  Expectations to include telephonic and/or in-person visits in individual’s home as directed by protocols or needs.

3.Assumes responsibilityfor related duties as required or assigned.

a. Performsmiscellaneous and speciallyrequestedtasks as needed such as gathering reports or interdisciplinary meetings. Participates in implementation of grants or special programs that benefit participants.

b. Builds rapport with participants,while maintaining appropriateprofessional boundaries in orderto assistresidentsto age inplace successfully.

c. Managestime independently,completing requiredtasks and documentation withinidentifiedtimeframes. Works autonomously and aspart of ateamto ensure that participants areprovided the best opportunityto successfully age inplace.

d. Respondsto all communications(phone, email,fax, etc.) in atimely and professional manner.

e. Accurately records labor time according to program and employer policy and procedures.

4. Documentation

a. Completes timely electronic and written documentation within required documentation systems to ensure accurate reporting of individual interactions, assessments and services.

b. Completes all required forms with allparticipantswho want toutilize the ServiceCoordination program.

c. Completes Care Plans andmonitoring of planswith participants according to program requirements, including follow up on referrals and services at implementation and an on-going basis. 

d. Submit documentation needed for funder and quality Performance Reports in orderto maintainfundingfor the program.

PERFORMANCE MEASUREMENTS

1. Service Coordinator meetsrequirements outlined in Quality Assurance Review Process andFileReview Process(Reviews).The Reviews capture participantassessments, provided interventions, and monitoring; policy compliance, and Education and Wellness Programs.

2. Allresponsibilities are carried out in a manner consistent withNational Church Residence’s Core Values of Purposeful Service,Compassion, Equity and Inclusion, Excellence, and ServantLeadership.

EXPECTATIONS

1. In housing settings, maintains a caseload ratio up to 1.25 assigned units/individuals per scheduled hours per pay.

a. Ratio Examples: 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).

b. Caseload ratio calculation: Divide number of assigned units by number of scheduled hours per pay

2. Demonstrates and maintains a positive, professional manner, manages time efficiently and effectively, provides leadership as a role model to promote a team approach, collaborates a participates in policy creation and appropriate problem-solving methods.

3. 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.

4. 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. Advocate individuals’ personal preferences and right to self-determination.

5. 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.Abachelor’s degree insocial work or arelatedfieldispreferred.

EXPERIENCEREQUIRED:Two or more years of experience in a social servicedelivery with elderly, people with disabilities, and/orfamily population.Demonstrated working knowledge ofsupportive services andother resources inthe areaserved bythe project.Demonstrated abilityto advocate, organize, problem-solve, andprovideresultsfor theparticipantsserved.

SKILLS/ABILITIES:Good communication, comprehension andinterpersonal skills.

Working knowledge of Windows, Microsoft Office Suite andWorldWide Web which will be demonstrated by a passing score on a computerliteracytest.

PHYSICAL ACTIVITIES AND REQUIREMENTS OFTHIS POSITION

Travel: Occasional or as directed by contract and department requests.

Vision:Normal:Consistentwith standard workflow.

With respectto saidjob description,following is an estimate of the daily time spent performing the followingactivities.

Rare(R) = 0-24%; Sometimes(S) = 25-49%;Frequent(F) = 50-74%;Continuous(C) =75%plus

__________________________________________________________________________________________________Signature Date