Program Coordinator/Family Service Coordinator Lead

PROGRAM COORDINATOR & FAMILY SERVICE COORDINATOR LEAD JOB DESCRIPTION

PROGRAM COORDINATOR

Position Summary

TheProgram Coordinator is responsible for the overall management and coordination of the Outpatient Mental Health Clinic (OMHC), Psychiatric Rehabilitation Program (PRP), and Addiction Services in compliance with Maryland state regulations and CARF accreditation standards. This role ensures the effective delivery of client services, oversees daily operations, monitors staff performance and scheduling, and maintains quality assurance protocols to support the organizations mission and goals. The Program Coordinator works collaboratively with clinical and administrative staff to ensure optimal program functionality and compliance with regulatory standards.

Essential Functions

Program Operations & Compliance

• Oversee daily operations of the OMHC, PRP, and Addiction Services to ensure compliance with Maryland licensing regulations and CARF accreditation standards.
• Develop and implement policies and procedures to support program efficiency and effectiveness.
• Conduct regular quality assurance reviews, internal audits, and chart reviews to ensure adherence to clinical and administrative requirements.
• Monitor and support program performance, ensuring compliance with treatment plans, documentation timelines, and outcome measures.
• Maintain up-to-date knowledge of federal, state, and local regulations affecting behavioral health services.

Staff Supervision & Scheduling

• Develop and manage staff schedules to ensure adequate coverage across all programs.
• Provide oversight and support to clinical, rehabilitation, and administrative staff, ensuring adherence to performance expectations and best practices.
• Assist in hiring, onboarding, and training new staff members to align with program goals and regulatory requirements.
• Facilitate regular staff meetings to address program updates, challenges, and operational needs.
• Support clinical supervision and professional development initiatives for staff.

Client Services & Program Development

• Monitor client engagement and service delivery to ensure high-quality, person-centered care.
• Coordinate referrals and transitions between programs to support integrated behavioral health care.
• Implement strategies to enhance client retention, engagement, and satisfaction.
• Collaborate with clinical teams to support individualized treatment planning and client progress monitoring.
• Identify and address service gaps or barriers impacting client outcomes.

Administrative & Quality Assurance Responsibilities

• • Ensure timely and accurate completion of documentation, progress notes, treatment plans, and discharge summaries.
  • Track key performance indicators and generate reports related to program effectiveness, service utilization, and compliance.
  • Assist in preparing for external audits, licensing reviews, and accreditation surveys.
  • Manage data collection and reporting for funding sources, grants, and regulatory compliance.
  • Work collaboratively with leadership to develop and implement continuous quality improvement initiatives.

Outreach & Community Engagement

• Market PRP, OMHC, SUD, IOP, programs to establish community partnerships and referrals
• Manage marketing and outreach to the community.
• Develop and maintain relationships with community organizations, referral sources, and stakeholders to promote PRP services.
• Conduct outreach activities to increase awareness of psychiatric rehabilitation services and engage potential consumers.
• Represent the program at community events, health fairs, and provider meetings to strengthen partnerships and increase service accessibility.
• Collaborate with external agencies to enhance service coordination and resource referrals for consumers.
• Participate in marketing and networking efforts to support program growth and consumer engagement.
• Manage the front office referral line phone calls and website referral system inquiries
• Facilitate an immediate response by each callers requests/inquiries to respective programs.
• Oversee and ensure individuals are linked to community resources and peer supports to promote community integration.

FAMILY SERVICE COORDINATOR LEAD ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required (other duties may be assigned):

• Provide PRP services to assigned clients as scheduled by the Company (supervisor). Must document each encounter in the company's electronic health record on the same day of the encounter by the close of business. Worker may set schedule to meet each client independently.
• Face-to Face contact with clients as planned by the rehabilitation team
• Complete contact notes per visit and monthly progress of each client
• Provide supportive services and assist consumers in maintaining a safe and healthy environment for both the clients and consumers
• Transport, accompany, or assistant with getting to appointments when necessary
• Timely and through execution of collaboration documents
• Attend bi-weekly staff meetings or as scheduled
• Responsible for carrying out services and supports that meet the client's medically necessary mental health needs reflected in the client's individual rehabilitation plan (IRP) promoting independence, freedom of choice and overall wellness
• Must collaborate with the client's therapist, psychiatric nurse practitioner and other persons involved in the client's care to ensure the client complies with treatment schedules on a weekly or monthly basis.
• Assist the client with monitoring and obtaining access to all entitlement benefits for which the client may be eligible and monitor benefit status on a monthly basis helping the client to apply when necessary
• Be available to clients in the event of a mental health crisis while on duty and after hours
• Are responsible for implementing the rehabilitation activities outlined in the adult or minor's IRP.
• Participate in external and internal audits/surveys (CARF/CSA/OHCQ) as directed by program director, medical director and supervisor.
• Participate in quality assurance and performance improvement plans by completing periodic audits or other activities
• to ensure regulatory compliance and/or improve service delivery.
• Participate in individual IRP goal development and provisions of support and assistance for clients to work towards accomplishing their goals
• Serve as a liaison between clients and mental health professionals, client's families, therapist community agencies, housing providers, and case-managers

COMPLIANCE

• Must be 18 years or older
• Once hired, must complete 40 hours specialized PRP training before servicing clients independently and an additional 20 hours direct supervision if rendering services to minors
• Current first aid and CPR certification
• Ability to follow RMBHS Center practice guidelines and policies
• Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
• Promote and comply with RMBHSs policies on diversity and equality both in the delivery of services and treatment of others.
• Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provision of the HIPPA regulations and all related rules and regulations.
• Comply with the RMBHSs protocols on the appropriate use of telephone, email, and internet facilities.
• Comply with the principles of risk management in relation to individual and corporate responsibilities.
• Comply with RMBHSs policies on diversity and equality both in the delivery of services and treatment of others.

PHYSICAL DEMANDS

• Ability to sit for several hours
• Ability to frequently utilize the computer and other office technology
• Occasional standing and walking throughout shift
• Ability to travel to various program locations
• Ability to work evenings and some weekends

REQUIRED EDUCATION/EXPERIENCE

• At least 2 years of direct care experience working with emotionally disturbed youth, adults and/or families; addictions experience is a plus
• At least 2 years of supervisory experience
• A self-starter with excellent client centered and organized approach to client care
• Excellent organizational skills with an attention to detail
• Desire to work with a small member team of passionate client-centered professionals
• High level of integrity, patience, compassion, and care
• Problem solver and strong team-player
• Professionalism in dealing with client related pressure, unpredictability, and sensitive situations
• Maintain professional licensure and/or certification throughout employment with this agency
• Superb organizational skills and ability to guide, direct, or influence people
• Excellent written and oral communication skills
• Able to establish and maintain effective working relationships with mentally or emotionally disabled persons and their families

WHAT WE NEED FROM YOU

• Associates Degree or higher in Social Work, Psychology, Mental Health Counseling or a related fields from an accredited college or university
• At least one year of program coordinator related experience in mental health setting (preferred)
• Confident team player with a high level of integrity and compassion
• Superb understanding and proofreading of medical records
• A self-starter who is able to work with minimum supervision
• Tech savvy
• Empathetic listener
• Excellent written and proofreading skills
• Client centered philosophy to client care