Title: Service Coordinator III

National Church Residences- All Divisions

Status: Non-exempt

Reports to: Property Manager/Portfolio Manager for Enriched Housing Services/

Program Manager

Created: April 2023

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 III prioritizes a person-centric model of service delivery.

• 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.
• 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.
• 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.
• Coordinates educational events that include subjects relating to health care, agency support, life skills and referral sources. Promotes participation and links eligible participants to events.
• Identifies partners to provide health services and screenings to participants at their home or accessible community settings.
• Assists participants in building informal support networks with other participants, peers, family, and friends.
• Engage volunteers within the community and/or property when appropriate based on National Church Residences Volunteer Policies and Procedures

• Conduct outreach 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.
• Conducts telephonic and/or in-person participant assessments and screenings according to program social and health requirements and in accordance with established time frames.
• Initiates and leads a communication and care plan with care and service colleagues to achieve participant goals when appropriate.
• 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.

• Assess and assist participants in identifying skills and gaps in services/resources to develop positive growth. Create with participants a plan to achieve their goals such as 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.
• 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.
• Identify and analyze trends and patterns related to participant social determinants of health and service delivery, promoting good health outcomes.
• Initiate and participate in participant care conferences to strategize and develop participant specific care plans.

• 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.
• Builds rapport with participants, while maintaining appropriate professional boundaries in order to assist residents to age in place successfully.
• 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.
• Responds to all communications (phone, email, fax, etc.) in a timely and professional manner.
• Accurately records labor time according to program and employer policy and procedures.

• Completes timely electronic and written documentation within required documentation systems to ensure accurate reporting of individual interactions, assessments and services.
• Completes all required forms with all participants who want to utilize the Service Coordination program.
• 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.
• Submit documentation needed for funder and quality Performance Reports in order to maintain funding for the program.
• Responsible for identifying reports and analysis to improve program outcomes for participant and programs.

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.

• 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.
• 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).
• Caseload ratio calculation: Divide number of assigned units/individuals 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: Bachelor's degree in social work or a related field is required.

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