Title: Service Coordinator II
National Church Residences- All Divisions
Status: Non-exempt
Reports to: Property Manager/Portfolio Manager for Enriched Housing Services/ Program Manager
Revision date: August 2022
Supervises: n/a
According to prescribed policies and procedures of the organization including all applicable federal, state, accreditations, and regulations and under the general supervision of the Property Manager/Staffing Manager/Program Manager, the Service Coordinator assumes responsibility for coordinating programs and services to help participants maintain a good quality of life and age in place. The Service Coordinator prioritizes a person-centric model of service delivery.
1. Assumes responsibility for coordinating programs and activities for eligible individuals on a group basis.
a. Serves as a liaison to community agencies, network with community service providers, and seek out new services available to eligible individuals. Identify low cost service providers and/or negotiate discounts.
b. Monitors the ongoing provision of services from community agencies and appropriately documents participant’s use in the designated documentation management system. Manages the 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 services to families, children, elderly individuals, persons with disabilities and emergency assistance.
d. Organizes educational events that include subjects relating to health care, agency support, life skills and referral sources. Promotes participation and links eligible participants to events.
e. Identifies partners to provide health services and screenings to participants at their home or accessible community settings.
f. Assists participants in building informal support networks with other participants, peers, family, and friends.
g. Engage volunteers within the community and/or property when appropriate based on National Church Residences Volunteer Policies and Procedures.
2.Assumes responsibility coordinating services for participants on an individual basis through a person-centered, non-clinical assessment, intervention, and monitoring process.
a. Outreaches to all individuals eligible for the program to provide education about the program and offer enrollment. Regularly engages all participants in the program to identify areas of need and make referrals to community agencies when 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. Provides quality customer service to all eligible individuals including, but not limited to, answering questions, addressing concerns and assisting with basic needs from a person-centered perspective.
e. Assists participants in acquiring and utilizing desired community services to address social determinants of health such as housekeeping, meals, transportation, personal services, financial assistance, adult day care, counseling, and other services requested while in compliance under the policies and restrictions outlined by contract or program such as HUD and various accrediting organizations.
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 responsibility for related duties as required or assigned.
a. Performs miscellaneous and specially requested tasks 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 appropriate professional boundaries in order to assist residents to age in place successfully.
c. Manages time independently, completing required tasks and documentation within identified time frames. Works autonomously and as part of a team to ensure that participants are provided the best opportunity to successfully age in place.
d. Responds to all communications (phone, email, fax, etc.) in a timely 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 all participants who want to utilize the Service Coordination program.
c. Completes Care Plans and monitoring of plans with 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 order to maintain funding for the program.
1. Service Coordinator meets requirements outlined in Quality Assurance Review Process, File Review Process (Reviews), and other regulatory requirements outlined by contracts. The Reviews capture performance such as, but not limited to, participant assessments, provided interventions, and monitoring; policy compliance, and Education and Wellness Programs.
2. All responsibilities are carried out in a manner consistent with National Church Residence’s Core Values of Purposeful Service, Compassion, Equity and Inclusion, Excellence, and Servant Leadership.
1. Maintains a caseload ratio of more than 1.25 assigned units/individuals per scheduled hours per pay, unless the ratio is otherwise directed by program specifics and department requirements.
a. In housing/apartment settings, assigned apartment units will be used to determine caseload, see 1b and 1c below for examples. In community-based settings, program specifics will guide the number of assigned participants.
b. Ratio Examples: Full time, 80 scheduled hours per pay maintains caseload of over 100 units/participants. Part time, 40 scheduled hours per pay maintains caseload of over 50 units/individuals).
c. Caseload ratio calculation: Divide number of assigned units/individual 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.
EDUCATION/CERTIFICATION: High School Diploma or GED required. A bachelor’s degree in social work or a related field is preferred.
EXPERIENCE REQUIRED: Two or more years of experience in a social service delivery with elderly, people with disabilities, and/or family population. Demonstrated working knowledge of supportive services and other resources in the area served by the project. Demonstrated ability to advocate, organize, problem-solve, and provide results for the participants served.
SKILLS/ABILITIES: Good communication, comprehension and interpersonal skills.
Working knowledge of Windows, Microsoft Office Suite and World Wide Web which will be demonstrated by a passing score on a computer literacy test.
Travel: Occasional or as directed by contract and department requests.
Vision: Normal: Consistent with standard workflow.
With respect to said job description, following is an estimate of the daily time spent performing the following activities.
Rare (R) = 0-24%; Sometimes (S) = 25-49%; Frequent (F) = 50-74%; Continuous (C) = 75% plus
R = Climbing
S = Stooping
Lifting / Carrying;
S = 10-25 lbs.
F = Standing
R = Pushing
S = 26-50 lbs.
S = Sitting
F = Walking
R = Pulling
S = Driving
R = 51-75 lbs.
R = 76 plus lbs.
Worker is subject to changing inside and/or outside temperatures which may include extreme heat (temperatures above 100 degrees) or extreme cold (temperatures below 32 degrees)
Worker is subject to work conditions that are somewhat disagreeable; elements such as noise, dust, heat and oil exist but not to the extent of being continuously disagreeable.
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed instructions.
MATHEMATICS ABILITY: Ability to perform math skills including adding, subtracting, multiplying, and dividing; to perform the four basic arithmetic operations with money; to perform operations with the assistance of a calculator or Excel spreadsheet.).
LANGUAGE ABILITY: Ability to speak, read, write and understand English.
SUPERVISION RECEIVED: Occasional supervision. Employee works on a definite objective using a wide range of procedures. Plans and arranges his/her own work referring unusual matters to supervisor.
WORKING CONDITIONS: Acceptable; some distractions.
I hereby understand and agree to the above description of the duties required of a Service Coordinator.
__________________________________________________________________________________________________Signature Date
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, military status, disability, genetic information and/or any other characteristics protected by applicable law.
