Position is hybrid/remote- Thursday and Friday in office.

To provide exemplary customer service to individuals served through facilitating person-centered service planning to reflect needed services and supports. Provide coordination of services, resource referral, advocacy, and quality assurance. Proactively seek creative solutions to manage stability and respond to elevated needs in a timely manner.

Essential Job Functions

Service Coordination

Person-Centered Planning (PCP), use an individualized approach to planning services and supports to help a person achieve their goals, get the life they want for themselves, and help them reach their vision of a good life. PCP places the person at the center of the planning process as the expert of their life, interests, and talents. Empower individuals to have a voice in the planning process and actively shape their futures.

• Facilitate the annual service planning process and team meetings, as well as participation and potential facilitation of multi-disciplinary teams
• Aid to access support services dependent on need (i.e. residential/vocational, medical, dental, psychological services, adaptive equipment, etc.)
• Documentation/paperwork compliance; Prepare and maintain continuity of documentation throughout the client record as well as associated forms, applications, etc.
• Information and referral to access generic and specialized community resources
• Facilitate communication and maintain effective professional relationships with the team
• Maintain a working knowledge of and adhere to all applicable state and federal program regulations
• Identify and access needed funding for services through service agreement planning, identifying, facilitating the process to advocate for needed services
• Exercise discretion and judgment to development and monitor services to ensure clinically and fiscally responsible programs and treatment
• Negotiate service contracts with responding vendors and acquire services that are quality and value based. Insure that the services negotiated are being provided in a clinically and fiscally responsible manner

Advocacy

• Advocate on behalf of the individual
• Report any human right violations or service concerns as a mandatory reporter
• Promote and protect individuals’ rights

Quality Assurance

• Assure that services and supports agreed upon during the annual planning meeting are being provided in a satisfactory and timely manner
• Exercise discretion and independent judgment regarding development and monitoring of all services
• Must possess skill in negotiating services for the client that would be the most appropriate and least restrictive while continually evaluating the quality of services delivered
• Ensure individuals/guardians satisfaction with services through monthly contacts and quarterly or annual satisfaction surveys
• Develop proactive crisis planning and monitor events for positive responses being mindful of cost and efficiency throughout the process
• File review-self regulate client files per state regulations and compliance measures

OTHER RESPONSIBILITIES

• Monitor services for safety, quality, and satisfaction
• Utilize funded community based organizations and resources to reduce costs and bolster client supports. Utilize community resources as needed to provide a continuum of care
• Work collaboratively with other staff/departments and programs – be responsive and respectful of agency staff across departments
• Never hold up the work of others; communication is key
• Attend agency and departmental staff meetings
• Participate in internal and community committees/groups as assigned
• Contribute to the development of healthy team relationships and departmental atmosphere
• Emergency on-call rotation
• Responsible for promoting health & safety within organization as defined by Safety Committee/Company policy
• Promote & work towards meeting agency goals and objectives as defined in the strategic plan
• Compliance with all Gateways Community Services policies and procedures
• Complete all necessary required trainings and continue to attend training

• Bachelor’s Degree preferred in related field or equivalent professional and educational experience, with an interest in increasing knowledge and skills related to behavioral health. Prefer a minimum of two years’ experience as service coordinator/case manager or equivalent
• Prior casework or related experience with ID/DD population and their families
• Strong belief in provision of community services for population served
• Ability to function as a member of a team and be a team builder
• Technical competence (Proficient in MS Office applications; word processing and spread sheet (Word/Excel) - Relational data base knowledge a plus
• Ability to work effectively with individuals with developmental disabilities and ability to advocate and help them advocate on their behalf
• Effective interpersonal and communication skills
• Good organizational/time management skills
• Knowledge of Gateways Community Services, Greater Nashua community and available resources