Support Coordinator

Job Title: Support Coordinat

Overall Purpose of the Role

The Support Coordinator is a pivotal role within the human services, disability, or healthcare sector. They act as a dedicated advocate and facilitator for individuals (often called participants, clients, or members) who require support due to disability, aging, chronic illness, or other life challenges. Their primary mission is to empower individuals by helping them navigate complex support systems, access necessary services, and achieve their personal goals for a more independent and fulfilling life. They are the central point of contact, ensuring coordinated and effective care.

Key Responsibilities and Duties

The responsibilities of a Support Coordinator can be divided into several core areas:
1. Assessment and Planning:

- Conduct comprehensive assessments to understand the client's strengths, needs, goals, preferences, and living situation.
- Develop, implement, and regularly review individualized service plans (ISPs) or support plans in collaboration with the client and their family/caregivers.
- Identify barriers to independence and well-being and strategize solutions.

2. Coordination and Linkage:

- Research, identify, and connect clients with appropriate community resources, government agencies, and service providers (e.g., housing assistance, therapists, medical specialists, employment services, social groups).
- Facilitate introductions and meetings between clients and potential service providers.

3. Advocacy:

- Advocate fiercely on behalf of clients to ensure they receive the services and supports they are entitled to.
- Attend meetings with clients (e.g., medical appointments, school meetings) to help them communicate their needs and understand information.
- Challenge decisions and navigate appeals processes when services are denied or inadequate.

4. Monitoring and Evaluation:

- Conduct regular follow-up visits and check-ins with clients to monitor the quality, effectiveness, and timeliness of services being provided.
- Evaluate whether the support plan is achieving the desired outcomes and make adjustments as needed.
- Monitor client budgets and funding packages (e.g., NDIS in Australia) to ensure funds are being utilized appropriately and effectively.

5. Administration and Documentation:

- Maintain accurate, detailed, and timely case notes, records, and reports in accordance with organizational and legal standards.
- Manage caseloads efficiently, ensuring all clients receive timely attention.
- Prepare and submit necessary reports to funding bodies and management.
- Utilize case management software to track progress and outcomes.

6. Crisis Intervention:

- Respond to client emergencies or crises by providing immediate support, problem-solving, and connecting them with urgent services.

Qualifications and Experience
- Education: A Bachelor's degree in Social Work (BSW), Psychology, Human Services, Nursing, Counseling, or a related field is highly preferred. In some regions or for certain programs, an Associate's degree with significant relevant experience may be acceptable.
- Experience: Previous experience (1-3 years) in case management, support coordination, social services, or a direct support role is typically required.
- Licensure/Certification: Some regions or employers may require specific certifications, such as a Certified Case Manager (CCM) or state-specific licenses.
Key Skills and Competencies
- Exceptional Communication: Active listening, empathy, and the ability to explain complex information clearly to diverse audiences (clients, families, providers).
- Strong Advocacy: Confidence and persistence in speaking up for clients' rights and needs.
- Organizational & Time Management: Ability to juggle a large caseload, prioritize tasks, meet deadlines, and maintain meticulous records.
- Problem-Solving & Critical Thinking: Resourcefulness in finding creative solutions to complex challenges and barriers.
- Cultural Competency: Ability to work respectfully and effectively with people from diverse cultural, socioeconomic, and linguistic backgrounds.
- Collaboration: Team-oriented with the ability to build and maintain strong professional relationships with a network of service providers.
- Knowledge of Systems: Understanding of relevant community resources, healthcare systems, and government programs (e.g., Medicaid, Medicare, NDIS, VA benefits).
- Resilience & Boundaries: Emotional intelligence to handle stressful situations and maintain professional boundaries.

Work Environment
- This is often a hybrid role. Time is split between:

- Office for documentation and meetings.
- Field/Community for visiting clients in their homes, day programs, or other community settings.
- Remote work from home may be possible for administrative tasks.
- The role may involve working outside standard business hours to accommodate client needs.
- Travel within a designated region is typically required.

Who is this job for?

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