Program Coordinator; clinical - Community Support Services

Program Coordinator (clinical) - Community Support Services

At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.

Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives. Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce and seeks to build collaborative and supportive working environments and relationships.

If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team-oriented environment, then Heartland Family Service is the agency for you.

SUMMARY DESCRIPTION OF WORK

The Community Support Services (CSS) Program Coordinator is responsible for overseeing, coordinating, and supporting community support workers who provide low and high-intensity CSS to adults with severe and persistent mental illness. This role ensures service delivery is compliant with Medicaid/MCO requirements, clinically appropriate, well-documented, and responsive to each member’s assessed needs. The position serves as a liaison between community support workers, behavioral health providers, and external providers to promote continuity of care, stability, and community integration for members.

Compensation: between $49,200 and $62,243 per year (salary is determined by total years of relevant experience)
Work Schedule: 40 hours per week

• Bachelor’s degree in Social Work, Psychology, Human Services, or a related field (or equivalent experience as allowed by regulation).
• Experience working with adults with severe and persistent mental illness.
• Strong organizational, communication, and leadership skills.
• Ability to review and ensure compliance with clinical documentation standards.

Preferred:

• Master’s degree in a behavioral health–related field.
• Previous supervisory or coordination experience.
• Experience working with low- and high-intensity community-based services.
• Familiarity with crisis intervention and care coordination models.

Essential Duties and Responsibilities

• Coordinate daily operations of community support workers providing low and high-intensity CSS.
• Assign and monitor caseloads to ensure appropriate service intensity (2–4 contacts/month for low intensity; 5–12 contacts/month for high intensity).
• Provide ongoing guidance, coaching, and support to CSS employees regarding service delivery, engagement strategies, and professional boundaries.
• Ensure staff maintain required face-to-face and collateral contacts with members and mental health professionals.
• Monitor CSS delivery to ensure alignment with members’ assessed needs and authorization levels.
• Ensure all required CSS components are being addressed, including:
  • Monitoring mental health symptoms and functioning
  • Reality orientation
  • Transportation support
  • Crisis intervention and crisis plan development
  • Medication and appointment adherence support
  • Coordination with natural and formal support systems
  • Review progress notes for accuracy, timeliness, and compliance with Medicaid/MCO documentation standards.
• Coordinate CSS planning in conjunction with behavioral health professionals (e.g., therapists, psychiatrists).
• Ensure required monthly contacts between CSS employees and mental health professionals are completed and documented.
• Facilitate communication between CSS employees and external providers, hospitals, and community resources.
• Participate in care coordination meetings and treatment planning as required.
• Ensure members continue to meet criteria for admission and that services demonstrate expected treatment benefits.
• Assist with audits, utilization reviews, and retrospective reviews related to CSS services.
• Monitor billing compliance
• Training and program Development
• Support onboarding and training of new community support workers.
• Provide or coordinate training on CSS policies, documentation, crisis intervention, and engagement strategies.
• Identify trends, service gaps, and opportunities for program improvement.
• Contribute to policy and procedure development related to Community Support Services.
• Create, maintain and share as appropriate a dynamic self-care plan.
• Strive to make connections between the agency and the larger community whenever possible to contribute to the agency’s ongoing fundraising and friend-raising efforts.
• Essential functions of this job are to be performed on company physical work site or designated workspace.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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