Regional Care Coordinator
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Job Description
Regional coordinator overseeing Army EFMP respite care for eligible military families. Managing intake, provider matching, supervision, compliance, continuity, and reporting across assigned installations.
Responsibilities:
- Coordinate safe, timely, compliant, and family-centered respite care for eligible Army EFMP families across assigned installations
- Serve as regional point of accountability for family intake, provider matching, provider supervision, case-file integrity, authorized-hour monitoring, service continuity, quality assurance, and stakeholder coordination
- Retrieve and log approved family service packets within one business day
- Contact families, explain the coordination process, and schedule comprehensive intake meetings
- Develop and maintain family profiles covering care requirements, authorized hours, scheduling needs, family dynamics, behavioral considerations, communication preferences, household conditions, and accommodations
- Review service authorizations and documentation to confirm eligibility, care level, hours, expiration dates, and limitations
- Identify qualified providers and provide families with at least two available options when the local provider pool allows
- Coordinate introductions, selection, assignment, scheduling, and service initiation
- Review provider credentialing and pre-employment packets
- Onboard, orient, train, coach, and support Respite Care Providers
- Remotely supervise providers and monitor schedules, attendance, arrival times, service delivery, and adherence to service plans
- Respond to missed clock-ins, call-offs, late arrivals, family concerns, staffing disruptions, and urgent continuity-of-care events
- Verify family and EFM safety and deploy replacement providers when needed
- Assess compatibility and changing needs; arrange support or initiate rematching as warranted
- Maintain provider communication to address concerns, reinforce standards, reduce burnout, recognize performance, and support retention
- Maintain complete family and provider records in approved systems
- Monitor authorized hours, utilization, expirations, schedule alignment, and service delivery
- Provide regional inputs for weekly, monthly, quarterly, annual, invoice-support, and quality reports
- Protect personally identifiable, protected health, and Government-furnished information
- Monitor performance against PWS standards and acceptable quality levels
- Conduct family follow-up and randomized check-ins, review satisfaction feedback, resolve concerns, and elevate safety or service issues
- Coordinate with Installation Functional Managers, program leadership, provider agencies, families, and authorized stakeholders
- Document deficiencies, participate in root-cause reviews, implement corrective actions, and monitor results
- Support transition, surge staffing, hard-to-fill location recruiting, and other initiatives ensuring uninterrupted EFMP respite care
- Support administrative coordination during standard business hours and after-hours escalation and continuity-of-care procedures
Requirements:
- Bachelor's degree in Business Administration, Social Services, or a related field
- At least five years of experience supporting social service programs
- At least three years in a role requiring remote management of staff or services
- Ability to coordinate geographically dispersed services
- Ability to manage sensitive case information
- Ability to oversee provider performance
- Ability to communicate effectively with families and Government stakeholders
- Ability to use secure file-transfer systems
- Ability to use customer relationship management systems
- Ability to use workforce scheduling systems
- Ability to use electronic timekeeping systems
- Ability to use reporting systems and standard office systems
- Reliable internet and telephone access
- Ability to securely handle sensitive information
- Ability to use contractor-furnished technology
- Ability to support established after-hours escalation and continuity-of-care procedures
Benefits:
- Remote/regional position
- Contractor-furnished technology
- Reliable internet and telephone access for remote work
- Occasional travel to Government facilities, meetings, conferences, transition activities, or regional coordination events with advance notification and approval
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