Service Coordinator for Participant Directed and Managed Services

** If you are already employed with Gateways, please send your resume directly to HR!**

Position Summary: Serve in a customer service capacity to consumers, guardians and/or their families toprovide exemplary Customer Service by utilizing in-depth knowledge of consumer directed services offered by Gateways Community Services and supporting the State regulations for 525 waivered services. An understanding of Fiscal Support

Essential Job Functions:

Marketing and Outreach

• Explain roles and responsibilities to perspective participants and their appointed representatives
• Explain roles and responsibilities to families, councils and audiences interested in learning about consumer direction
• Work with the team to promote and market new tools and technology that enhance the program

Enroll Participant

• Participate in the consumer directed planning process
• Assist participants to develop the Service Agreement and Allocated Budget annually
• Support consumer, guardian and/or families in finding resources and negotiating rates (Educate individuals, their family regarding, community options, Medicaid, Social Security, vendors, etc)
• Submit Service Agreement and budget to Manager, who will submit to Bureau of Developmental Services (BDS) for final approval
• Will enter relevant information into Harmony regarding the participant, contact, and monthly updates.
• Coordinate resources to provide participants training as needed in areas such as: developing, monitoring and spending their allocated budget on goods, services and co-employment.

On Going Support

• Guide participant and/representative to My Gateways to access information and support.
• Guide the participants in completing the attendance sheet and monthly update
• Assist participants in making changes to Service Agreement, line item spending within the allocated budget
• Work with participants to review his/her budget on a regular basis to support families with spending and budgeting
• Process participant’s request for home modifications and assistive technology
• Maintain documentation of supports and services and participant’s satisfaction with these supports
• Contact participant at minimum of monthly and conduct a face-to-face visit in the home annually or as needed in accordance with He-M 525 and He-M 521 to develop, implement, and monitor plan and budget
• Monitor the plans success and assist in revisions
• Work with other Consumer Directed and Gateways staff to facilitate reimbursements and payroll
• Assist management and staff to develop and maintain a directory of personal assistance services and supports
• Demonstrate timeliness in consumer and families inquiries by responding to all inquires within 48 hours via phone, email, correspondence or in-person
• Maintain a required caseload of families

Other Responsibilities:

• Provide exemplary Customer Service
• 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
• Compliance with all state, agency and department policies and procedures
• Complete all necessary required trainings and continue to attend training
• Work collaboratively with other staff/departments and programs as necessary

Qualifications, Education and Experience:

• Bachelor’s degree preferred in related field; or equivalent combination of education and/or experience.
• Bilingual (Spanish/English speaking and writing) preferred.
• Experience working with families and/or children in an educational, health care, or social service capacity.
• Basic operational financial literacy.
• Detail orientated with strong organizational, telephone and interpersonal skills, good time management and problem solving skills
• Strong independent work skills
• Proficient in Microsoft Windows XP environment including working knowledge of Word, Excel, Outlook along with relational data base knowledge (Microsoft Access and/or Harmony preferred)
• Ability to work flexible hours; evenings or weekends
• Possess reliable transportation, valid drivers’ license and applicable vehicle insurance for business travel.

Productivity Tools and Resources

• PC/ Laptop; General and Remote access to Gateways Community Services’ network
• Possess reliable transportation

Physical Requirements

• Standing: Occasionally
• Sitting: Most of the day (a minimum of 5 hours)
• Walking: Occasionally
• Bending: Occasionally
• Twisting of Spine: Occasionally
• Lifting: Light (less than 30 lbs) infrequently
• Carrying: Light (30 – 50 lbs) infrequent distance – 100 ft.
• Pushing/Pulling: under 75 lbs without assistance infrequently

Key competencies

• critical thinking and problem solving skills
• planning and organizing
• decision-making
• communication skills
• influencing and leading
• delegation
• team work
• negotiation
• conflict management
• adaptability
• stress tolerance

Training and Development

• Introduction to NH Human Services: Overview of Developmental Disabilities and Human Rights (New Hire w/in 3 months)
• HIPAA (New Hire)
• Universal Precautions (New Hire & Annual)
• Overview of He-M 521, and He-M 525 regulations
• Person Centered Planning
• Methods, Models and Tools
• Customer Services Training
• Conflict Resolution and Facilitation
• Budgeting and Planning

Essential job functions, other responsibilities and the physical requirements listed are considered essential to ensure the safety and well-being of the clients we serve. We will consider alternate methods of accomplishing tasks to accommodate any physical limitations if requested.

In an emergency, all staff may be required to perform activities that are above and beyond what is indicated on this job description to ensure the safety of the individuals we serve.

Job Types: Full-time, Part-time

Pay: $19.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Nashua, NH 03064 (Required)

Ability to Relocate:

• Nashua, NH 03064: Relocate before starting work (Required)

Work Location: Hybrid remote in Nashua, NH 03064

Salary : $20