The HCBS Program Care Coordinator plays a critical role in managing and coordinating the care provided to the individuals in the Home and Community-Based Services (HCBS) program. This position involves overseeing a caseload of members to ensure they receive premier care quality, person-centered care, in alignment with UCP’s mission and regulatory requirements. The Care Coordinator is responsible for integrating care across various services and support systems, ensuring that each member’s needs are met comprehensively and effectively.
Essential Functions
Ensure services are consistent with UCP’s mission, vision, and value statements.
Demonstrate an understanding of members’ rights, protection, and safety.
Use personal vehicle for member visits, meetings, community outreach, job fairs, as required.
Act as liaison between families, UCP, and direct care staff to ensure quality service delivery and continuity of service. Report to HCBS Program Supervisor and/or Manager any issues families or Direct Care Workers may have.
Provide support to prevent gaps in service.
Provide QA monitoring as specified by DDD requirements, including 90-day ATC monitoring, staff supervision, and any home visits needed per DDD regulations.
Prepare and attend PCSP meetings, including participation in the development of the PCSP Plan, writing outcomes, and teaching strategies with input from the member and family. Ensure accurate and timely documentation of PCSP is sent to DDD and Family/guardians.
Confirm and follow up with the DDD support coordinator or family to confirm the PCSP meeting schedule.
Monitor implementation and ensure accurate completion of member’s PCSP outcomes according to Person-Centered Service Plan.
Complete all intake and outtake materials, providing comprehensive information about programming to families and providers at every level.
Demonstrate knowledge of contractual, legal, and regulatory requirements.
Monitor the maintenance of HCBS department operations to achieve compliance according to UCP and HCBS department policies and procedures, DDD monitoring, OLCR Certification, and state and federal licensing, standards, and regulations.
Ensure members’ files and records adhere to UCP policies, procedures, and state regulations. Members’ information is scanned into the web-based software system. Facilitate training and provide guidance to direct care staff on compliance-related matters.
Respond immediately to any staff or member health and safety issues/concerns, report, document any reported health and/or safety issues including but not limited to basic first aid, serious injuries/illnesses, emergency situations, hospitalizations, and complete reports and notify appropriate personnel (Supervisor, Manager, Vice President, HR, etc.) as necessary.
Report any suspected or alleged abuse or neglect as required by UCP policy, DDD, and state law.
Complete, process, and report incident/accident reports accurately within timelines established in the agency, HCBS department, and DDD policies and procedures.
Protect and maintain confidentiality of member information and documentation in accordance with UCP policy, HIPAA, state and federal law.
Attend expos, job fairs, and community events to share information about UCP adult programs.
Provide own transportation to and from provider meetings and community engagements.
Provide program support to meet the needs of adult programs.
Assist in the SOP process, ensuring program procedures are adhered to.
Ensure accurate record keeping (monthly outcome reports, surveys, travel time timesheet, program reports, mileage logs, attendance sheets, toileting charts, medication records, skin integrity logs, ATC monitoring reports, Personal Care task analysis checklist, seizure record, training timesheet, etc.) within established timelines.
Monitor that medication is properly administered and recorded in accordance with law and as prescribed by licensed medical professionals and according to UCP medication training.
Review completed habilitation outcomes for accuracy, ensuring teaching strategies and data collection is accurate and processed to DDD within timelines.
Communicate with DDD Support Coordinator to update authorization for payment and manage billing software systems.
Act as backup for Direct Care Workers, Direct Support Professionals, and other Care Coordinators as needed.
Maintain confidentiality.
Perform other related duties as assigned.
Core Competencies
Strong communication skills — verbal and written.
Knowledge of HCBS regulations and policy; familiarity with the disability community and experience serving that community.
Quality management — ensure activities and tasks needed to maintain quality standards.
Strong Excel knowledge and other systems: Word, SpokeChoice, PowerPoint, EVV, and strong organizational skills.
Problem solving — troubleshoot day-to-day issues, possess critical thinking skills with the ability to think creatively to approach solutions.
Key Competencies
Professionalism
Customer service
Information management
Solid organizing and planning
Attention to detail
Ability to multi‑task
Demonstrate compassion
Maintain optimum attendance and reliability.
Education and Experience
Associate’s degree in Social Services, Human Services, Psychology, or a related field, or a minimum of 2 years of verifiable experience working with individuals who have developmental or physical disabilities. Bachelor’s degree preferred but not required.
At least 2 years of verifiable experience working with individuals who have developmental or physical disabilities. Demonstrated experience in a case management or care coordination role is highly desirable.
Knowledge and Skills
Regulatory knowledge: Comprehensive understanding of Arizona Department of Developmental Disabilities (DDD) regulations, Medicaid guidelines, and other relevant state and federal regulations governing HCBS programs.
Compliance expertise: In-depth knowledge of contractual obligations, legal requirements, and best practices related to service delivery, documentation, and billing.
Technical proficiency: Proficient in using industry-specific software and systems, including UCP’s time reporting and billing software. Familiarity with web-based documentation systems and electronic health records is essential.
Organizational skills: Excellent organizational and time-management skills.
Communication: Strong interpersonal and communication skills, with the ability to work collaboratively with families, staff, and external stakeholders. Ability to clearly articulate program information and address concerns professionally.
Problem-solving: Demonstrated ability to identify and resolve issues effectively and make sound decisions in complex and often high-pressure situations.
Certifications and Licenses
Valid driver’s license with a clean driving record and current auto insurance.
Relevant certifications in case management or social services are a plus (e.g., Certified Case Manager (CCM)).
Required Knowledge, Abilities and Skills
Current knowledge of Arizona DDD systems.
Ability to decipher and analyze data to support the mission and vision of the organization.
Proficiency in software systems for program management (Spoke Choice, Focus, other comparable systems).
Proficiency using Microsoft Word, Excel, PowerPoint, Outlook, and DDD applications.
Comfort with office equipment such as fax machines, copiers, scanners, phones.
Excellent telephone and interpersonal skills.
Ability to function independently with little to no supervision.
Time management skills with ability to work under deadlines and multiple projects.
Independent decision-making when circumstances warrant such action.
Flexibility and support the team as needed.
Adaptability to changing conditions and flexible work schedule, including evenings and weekends.
Empathy and compassion: commitment to providing person-centered care with empathy and respect.
Confidentiality: high integrity and discretion, commitment to maintaining confidentiality of member information in compliance with UCP policy, HIPAA, and relevant laws.
Bilingual skills: proficiency in Spanish is preferred but not required and can be an asset in serving a diverse population.
Physical Requirements
The physical requirements include the ability to sit, stand, walk, and manipulate medium to heavy weights. Must be able to bend, kneel, squat, walk, run, have good hand‑eye coordination, arm, hand, and finger dexterity, ability to grasp, visual acuity to use a keyboard, operate equipment, read, and adequate hearing to perform job duties in person and over the phone.
Training Requirements
Employees must complete a series of trainings to meet UCP guidelines. The training department will provide a specific departmental guide for these requirements including additional updates.
Work Environment
The work environment is classified as hybrid, with in-office and work-from-home when approved by supervisor. May be required to attend community or vendor activities outside of office hours on some occasions. Exposure to changing weather conditions and moderate noise levels.