Program Services Specialist

Summary/Objective

The Program Services Specialist plays an important role in making sure individuals with disabilities receive high-quality, well-coordinated support and services from Weaver Industries. In this position, communication is key—whether it’s keeping in touch with families and guardians, checking in with team members, or working with outside partners. The position ensures updates are shared, questions are answered and information flows smoothly and accurately. Alongside strong communication skills, this role also involves organizing documentation, helping coordinate service delivery, and making sure everything stays compliant with regulations. At the heart of it, the Program Services Specialist helps ensure services run smoothly, while always respecting and supporting the dignity, independence, and rights of the individuals we serve.

Key Responsibilities

Communication & Stakeholder Engagement:

·         Serve as a primary point of contact and provide support and resources to individuals served, families, support staff, partner agencies, and County Boards of DD.

o   Client intake - recruiting/posting/communication of open client positions, client interviews/intake meetings, scheduling tours and onboarding of clients

o   Client transfer requests – between divisions or services of Weaver Industries

o   Client Exits – oversee process/paperwork, conduct client exit interview and coordinate termination in electronic systems as appropriate

·         Provide respectful, timely, and competent responses to inquiries and requests for information.

·         Facilitate communication between internal departments to ensure seamless service delivery.

Program Coordination:

·         Support the development and implementation of appropriate Outcomes/Goals and associated Action Steps for the client’s individualized service and support plans (ISPs).

·         Maintain and coordinate services for agency-wide calendar of annual ISP meetings for individuals served.

·         Ensure coordination and follow-up on action items resulting from ISP meetings (i.e., who attended ISP meeting on behalf of Weaver, client documents were completed accurately and timely, etc.)

·         Monitor timelines and deadlines related to service plans (i.e. 15-day rule, etc.), re-certifications, and other compliance requirements.

·         Ensure client ISPs are reviewed with appropriate management and DSP staff in accordance with compliance regulations

·         Track service delivery progress and communicate updates to team members and external providers.

·         Coordinate annual client satisfaction surveys to determine client interest and program satisfaction.

Client Advocacy Support:

·         Utilize Trauma Informed Care to support clients when they have issues or challenges that need to be addressed

·         Support staff in redirecting or de-escalating client situations

·         Maintain a log of all calls, incidents, or supports provided to staff or clients

·         Maintain case notes for meetings and calls regarding client situations that require redirection or de-escalation

Incident Reporting Responsibilities:

·         Function as primary point of contact for all client incidents (Major Unusual Incidents (MUI’s), Unusual Incidents (UI’s), and Informational Incidents (FYI’s)).

·         Ensure proper completion of all Incident Reports with supporting documentation, including required forms by the DSP staff and management.

·         Oversee all MUI determination processes and reporting as required by DODD rules.

·         Conduct internal investigations as required (with support from HR Department and Compliance, if needed)

·         Work with staff to develop appropriate causes and contributing factors, prevention plans and follow-up on all incidents (completes administrative review of all incidents).

·         Tracks the progress of every investigation and maintains all documentation around incidents. Communicate with the county board MUI department and Weaver Executive Leadership as required.

·         Complete all required Incident Tracking Logs monthly and maintain all documentation around incidents and MUI’s for DODD compliance.

Administrative Support:

·         Maintain and update client records/files (both electronically and on paper) and maintain all documentation in accordance with agency, state, and federal guidelines.

·         Schedule and coordinate non-routine meetings and service reviews (special team meetings) and attend (or ensure proper staff attendance) these non-routine meetings

·         Provide intake and onboarding of new individuals into Weaver Industries, including obtaining necessary documentation and consents for both service provision and employment (if applicable)

·         Prepare, organize, and distribute materials for meetings, training sessions, and compliance audits.

·         Train new staff in orientation in the MUI/UIR/FYI process (paperwork and communication) as well as provide best practices in working with clients.

·         Provide ongoing support to DSP staff on client-related issues and situations as needed.

Compliance & Data Management:

·         Assist with preparing documentation for audits and compliance reviews.

·         Maintain confidentiality and data security standards in all documentation and communications.

·         Oversee completion of required annual forms (IEE/AbilityOne Forms, Annual Progress Reports, etc.)

·         Generate reports and summaries related to client program services, attendance, and outcomes as needed.