Client & Program Support Coordinator

Program Support Analyst – Respite Program & Client Services

That keeps the official title but makes the type of work much clearer.

Home of Guiding Hands is looking for a Program Support Analyst to support our Respite Services team. This is not an IT or technical analyst position. This is a people-focused program support role that combines customer service, client intake, administrative support, staff/client coordination, data tracking, and problem-solving.

As a Program Support Analyst, you'll work closely with families, respite staff, case workers, and program leadership to help make sure clients receive the services and support they need. A typical week might include answering calls and emails from families, completing a new client intake, matching a respite worker with a client, processing records, reviewing timesheets, and using Excel to track program information.

Respite services provide support to individuals with intellectual and developmental disabilities while giving their regular caregivers or family members a break. In this position, you won't be providing the direct care yourself. Instead, you'll work behind the scenes to help coordinate services, support families and staff, and keep the program running smoothly.

Your responsibilities will include:

• Answer calls and emails from clients, families, employees, and case workers
• Provide excellent customer service and help resolve questions or concerns
• Complete new client intakes
• Match clients with appropriate respite staff
• Process records and maintain accurate information in the respite database
• Assist with employee applications and interviews
• Process and review employee timesheets
• Monitor authorized client service hours and employee compliance
• Help train employees on timekeeping, client hours, care expectations, and technology
• Generate reports and organize information using Microsoft Excel
• Review data to identify areas that need follow-up
• Look for ways to improve processes within the Respite program
• Participate in community outreach to share information about HGH services and employment opportunities

This could be a great opportunity for someone with a background in program coordination, social services, healthcare administration, case management support, client services, customer service, or nonprofit services. We're looking for someone who enjoys working with people but is also organized and comfortable managing records, spreadsheets, deadlines, and multiple priorities.

Qualifications:

• Associate degree in General Studies, Communications, Business Administration, or a related field
• At least 1 year of customer service experience
• Social services experience is a plus
• Bilingual English/Spanish required
• Strong working knowledge of Microsoft Excel, Outlook, and Word
• Comfortable learning and using databases and other software platforms
• Salesforce and Paycom experience is a plus
• Strong organization and attention to detail
• Good analytical and problem-solving skills
• Strong written and verbal communication
• Ability to work independently and use good judgment
• Valid California driver's license, safe driving record, and at least 2 years of licensed driving experience
• Current auto insurance

This role may be a great fit if you've worked as a Program Coordinator, Client Services Coordinator, Administrative Coordinator, Social Services Assistant, Case Management Assistant, Intake Coordinator, Program Assistant, or Customer Service Coordinator. While the title includes the word "Analyst," this position is not focused on IT, software development, technical support, or advanced data analytics. The analytical portion of the role involves reviewing program information, maintaining accurate records, creating Excel reports, and identifying areas that require follow-up.

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