Support Specialist

Description:

Responsibilities and Duties: Under the supervision of the Support Specialist Manager, the primary responsibilities of the Support Specialist are ensuring a high quality of life for individuals served, assuring well\-trained and motivated Family Model (FM) Contractors in Community and Residential Services (CRS) by providing training and consultation on the outcomes established by MillarRich, maintaining compliance with various state/federal regulations, and by directly consulting with all FM Contractors of the program locations to which the Support Specialist is assigned.

MillarRich is a trauma\-informed organization that values empathy, open communication, and respectful collaboration. The Support Specialist demonstrates a strong awareness of how trauma can impact individuals and communities and approaches their work with compassion, cultural humility, and a commitment to inclusivity.

Specific duties may include:

• Provides support and training to the FM Contractors and their Paid Supporters, as needed, and the individuals living in the home to promote high quality outcomes for individuals served and to establish a relatively high level of FM Contractor independence with their care and documentation responsibilities established by all regulatory agencies of adult services (e.g., DDA, ECF CHOICES, CHOICES);
• Implements, documents, and provides FM Contractor training, observation, and feedback on MillarRich outcome areas that include the following topics:
• Medication Administration
• Safety and Security
• Work, Volunteer, and Education
• Health, Wellness, and Leisure
• Communication, Relationships, and Community
• Self\-awareness, Self\-Management, and Self\-Advocacy
• Conducts and documents the required monthly home and community visits and any additional visits or support needed for emergencies or training;
• Assesses standards of quality and compliance in the homes by completing, monitoring, reviewing, and providing feedback on outcome\-related and other assigned Case Notes;
• Assists the individual served and the FM Contractor with the person\-centered planning process to include:
• Working with the individual served, FM Contractors, and any other relevant departments to ensure all required and relevant information for the individual’s planning meeting is prepared and/or submitted;
• Participating in scheduled Team/Circle of Support (COS) meetings, coordinating communication across all team members, and coordinating any emergency meetings, as applicable;
• Providing feedback and assisting with the development of all necessary information for the individual’s plan including skill acquisition programs, as applicable;
• Developing, training, and ensuring implementation of skill acquisition and data collection procedures in accordance with person\-centered planning and any other governing documents and policy information;
• Assisting the FM Contractors in the development and implementation of individualized daily schedules, as applicable;
• Completing and submitting monthly reviews to include progress toward the individual’s goals, any changes in supports, any changes needed to the individual’s plan, and any relevant health and rights restrictions updates;
• Provides ongoing training and support to the FM Contractors on MillarRich policy information, all documentation requirements in the applicable Electronic Health Record system or Practical Health System (e.g., daily notes, medical information, financial information, goals, communication, etc.), and any other requirements set forth by regulatory agencies;
• Assists the Clinical Services Department by collecting and reviewing all monthly Medication Administration Records (MARs) and ensuring these are sent to the Administrative Medical Assistants (AMAs) for filing, that any issues are discussed with the FM Contractors, and that the FM Contractors enter any General Event Reports (GERs) needed for errors.
• Participates in annual report documentation processes by reviewing documents (e.g., Provider’s Supporting Documentation, Family Based Monitoring Guide, Individual Support Plans, Cost Plans, Individual Data Forms, Risk Tools, Falls Risk Tools, etc.) as needed to ensure accuracy based on the status of the individual;
• Monitors and provides necessary support for all external and internal transitions by attending transition day, completing the Support Specialist Transition Checklist items, ensuring responsibilities of the FM Contractors are completed, assisting with any requests from the Intake and Transition Coordinator or other team members, and ensuring pass\-offs are completed with all items addressed;
• Assists the MillarRich Provider Reportable Event Review Team (PRERT) with internal and reportable event reporting and follow\-up to include updating individual specific documentation, ensuring all follow\-up is completed on their respective caseload, and completing any training needed for any systemic issues identified related to their caseload;
• Ensures all potential rights restrictions are appropriately addressed and included in the individual’s plan to include working with the individual and FM Contractor to ensure all other nonrestrictive strategies have been attempted, retrieving consent from the individual and their legal representative if applicable, working with the individual’s Circle of Support (COS) to complete the Rights Restriction form, ensuring all COS members agree to the restriction, and if the COS does not agree, working with the COS to present the information to the Human Rights Committee (HRC);
• Ensures all assigned Quality Assurance (QA) audits are achieved by completing any items and follow\-up needed, and identifying and/or completing any additional audits that may be required or assigned by the Support Specialist Manager;
• Utilizes online systems (e.g., Electronic Health Record (EHR), extendedReach, Microsoft Teams, SharePoint, OneDrive, etc.) to monitor, document, and provide feedback on individual health and/or behavioral concerns, individual progress with outcomes, delivery of services, administrative and financial information, and critical incidents;
• Attends routine Support Specialist team meetings, team planning meetings, individual pass\-offs, other department meetings, etc., as applicable;
• Develops and maintains strong relationships with all relevant stakeholders (e.g., individuals served, FM Contractors, conservators, support coordinators, therapists, state personnel, MCO personnel, etc.) to promote effective communication, effective identification of solutions as problems arise, and high satisfaction;
• Maintains an understanding of all policies and procedures related to compliance with all relevant licensing standards and regulations for assigned homes, providing guidance and training as necessary to all team members associated with their caseload, and assisting with the preparation and home visits/home support, as needed, for all agency surveys (e.g., DDA QA, DDA FAR, ECF Survey, MCO Site Compliance, etc.);
• Conducts and/or requests treatment team meetings tied to health, behavioral or significant life events that the individual or home may be experiencing as a means to provide support and establish a plan for any needed action items;
• Ensures strong, effective communication and team work across COS team members (e.g., individual served, legal representative, therapists, support coordinator, family members, etc.), MillarRich related departments (e.g., billing/finance, nursing, supported employment, etc.), and any other stakeholders (e.g., QA, state representatives, etc.) by facilitating effective work flow, ensuring completion of any follow\-up needed and assisting with solving any barriers or issues, identifying any process enhancement or development that is needed, and working with the Support Specialist Manager and any other administrative personnel as necessary on any needed updates to the process;
• Maintains and follows any systems and tools utilized in coaching the homes (e.g., Department Deadlines, Home Visit Checklist, Case Notes, etc.) and providing feedback on any updates that may be warranted;
• Provides routine status reports and updates as needed to the Support Specialist Manager on their department goals and any other caseload achievements or concerns;
• Maintains a caseload of 8\-10 FM Homes, remaining available for emergencies, and ensuring that all homes are aware of whom to contact in an after\-hours emergency situation;
• Other duties may be assigned as circumstances warrant.

Requirements:

Knowledge, Skills, Abilities and Personal Characteristics:

• Bachelor’s degree in a human service field; or an associate degree in a human service field and two years’ experience in direct services; or five years’ experience in direct services is required.
• Knowledge of Microsoft Office Suite is required.
• Ability to learn new computer programs and perform data entry assignments with precision and reliability.
• Attention to detail is mandatory with this position.
• Excellent interpersonal/human relations skills.
• Excellent oral and written communication skills.
• Ability to maintain confidentiality.
• Ability to plan, organize and prioritize events within the office setting. Managing stressful situations utilizing excellent problem\-solving techniques is required.
• Outgoing and positive disposition.
• Ability and comfort with advocating for the well\-being of individuals supported.