Service Utilization Specialist

Description

Service Utilization Specialist

Join our team at FSS and enjoy comprehensive benefits including but not limited to:

• Tuition Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Well-Being Program
• Paid Time Off (PTO)
• Bereavement Leave
• 12 Paid Holidays
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Short & Long-Term Disability Coverage
• Employee Discounts
• 401k Plan with 3% Employer Contribution

The mission of Family Support Services is to be the leader in providing safety, stability, and quality of life for all children by working with the community to strengthen the family unit.

Job Summary:
The Service Utilization Specialist serves a vital role in connecting children and families involved in the child welfare system with appropriate support services. Working closely with case managers, community providers, and other key stakeholders the specialist ensures timely and effective referrals to services such as mental health counseling, substance abuse treatment, parenting classes, housing assistance, and educational support.

This position is responsible for reviewing case plans and service needs, verifying service availability and eligibility, coordinating referrals, tracking service engagement, and following up to ensure delivery and progress. The specialist also helps identify gaps in services and advocates for resource development to meet the needs of vulnerable families.

Success in this role requires strong knowledge of child welfare policies, trauma-informed care principles, and local/community-based resources. The specialist must maintain detailed and accurate documentation, support compliance with regulatory requirements, and collaborate with both internal and external stakeholders to promote child safety, permanency, and family well-being.

Essential Duties:

• Collaborate with case managers and other stakeholders to identify service needs based on assessments and case plans.
• Facilitate timely referrals to a wide range of services, including mental health, substance use treatment, parenting education, housing assistance, medical care, and developmental screenings.
• Verify service availability and eligibility requirements; ensure referrals align with local and state child welfare regulations as well as client needs.
• Maintain accurate and up-to-date documentation of referrals, service engagement, and client progress in the service referral system.
• Track and follow up on service delivery to ensure timely access, address barriers, and monitor outcomes.
• Coordinate with internal staff and external community-based providers to build and maintain a network of resources.
• Support efforts to identify service gaps and make recommendations for resource development or community partnerships.
• Ensure compliance with all applicable laws, regulations, and agency policies related to service provision and documentation.
• Participate in multidisciplinary team meetings, case staffings, and care planning as needed.
• Maximize use of available resources, ensuring the best use of providers, services, and fund sources using expertise to guide as needed regarding the best service and provider. 
• Enter referrals for service into the Service Referral system, monitor for provider acceptance, obtain regular provider feedback, and validate invoices for reimbursement. 
• Performs other duties as assigned and relevant to meeting the needs of children and families within the system of care.

Schedule: Generally Monday - Friday 8:30am-5pm. Hybrid.

Qualifications

Minimum Qualifications:

Education: Bachelor’s degree in Counseling, Social Work or related field with 2 years’ experience in the areas of child welfare, behavioral health, and/or utilization management required. Master’s degree in related field preferred.

Experience: Minimum of 2 years’ experience in the areas of child welfare, behavioral health, and/or service referral/utilization management required. Master’s degree in related field can substitute for 1 year of experience. Prior experience coordinating services for children and families with complex needs preferred. 

Licensure, Certification, and/or Registration: Valid driver’s license.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Ability to:

• Represent self and the organization in a professional manner 
• Work independently with little direct supervision
• Think and write creatively
• Assess a situation and make appropriate recommendations/ decisions
• Research, organize and analyze data
• Solve problems and to think through critical, time sensitive issues
• Establish and maintain relationships
• Work collaboratively with staff at all levels in the organization
• Follow through on commitments, projects and responsibilities
• Read, research and interpret documents such as newspapers, contracts, manuals, journals, financial reports, etc.
• Communicate effectively through writing including articles, presentations, speeches, reports, correspondence, and documentation.
• Speak effectively before small and large groups.
• Calculate figures and amounts.  
• Maintain confidential information
• Ability to perceive and communicate with sensitivity and without judgement while respecting each person’s potential.  Command of the principles of permanency for children.  Identifies and understands what resources are available, and builds and maintains effective working relationships with a network of systems.
• Consult with Child Welfare staff inquiring about connecting families with existing resources within the structure of the Child Welfare Practice Model.  
• Ability to make public presentations and represent the agency in various settings.
• Ability to develop long-range and short-range objectives including monitoring and corrective action plans.
• Ability to be proactive, decisive and employ crisis intervention principles appropriately. 
• Oversee the authorization and utilization of services to ensure resources are maximized.
• Authorize service allocation and coordinate service delivery, including crisis intervention linkages, with providers and community resources. Ensure family support and placement stabilization through linkage and consultation. 
• Ability to network with, educate and involve community stakeholders. Commitment to assuring the safety of children in the context of their family.  

Knowledge of:

• Ability to match appropriate funding streams to identified service needs to assure appropriate expenditure of resources.
• Knowledge of Florida’s child welfare policies, statutes, and administrative codes regarding services to dependent children, including best practices in child welfare services.
• Demonstrated ability to partner with collaterals and Service providers.
• Advanced computer/data entry skills.
• Identifies and understands what resources are available and builds and maintains effective working relationships with a network of systems. 
• Knowledge of basic computer programs including email, word processing, and in-office information systems.

Skills:

• Strong Written and Verbal Communication  
• Strong follow-up and follow through
• Strong organizational and time management 
• Proficiency in Excel and Microsoft Word.  

Other Requirements:     

• Clear a Level II background screening.
• Clear a reference check.
• Clear a local background check from the County in which you reside.
• Clear a substance abuse screen.
• Provide a copy of all degrees prior to your first day of employment
• Clear an E-Verify check to substantiate that the successful candidate meets the Department of Homeland Security authorization requirements to work in the United States (for more information visit www.dhs.gov/e-verify).

FSS is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. FSS is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you require a reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources at c6.hr@fssnf.org.