Member Support Coordinator

Pay Grade: G5

Non-Exempt

Unclassified

Effective Date: 08/10/2026

Department: Senior Options

Reports To: Clinical Supervisor

Job Summary

The Member Support Coordinator supports the Care Coordinator role by completing assessment tasks, home visits, follow-up calls, and documentation for individuals enrolled in care coordination programs. This role gathers information and observations in the field and reports findings to the assigned licensed Care Coordinator, who retains full clinical authority over the case, including all care plan decisions, service level determinations, and crisis response.

Primary Responsibilities

• Conduct in home visits and event based visits as assigned.
• Complete assigned components of comprehensive assessments (e.g., gathering information on physical, social, and environmental status) and provide results to the licensed Care Coordinator for review and interpretation.
• Observe and document client status, home environment, and stated needs; report observations to the assigned Care Coordinator.
• Conduct and track check-in calls and follow up contacts per contract schedule and relay client updates, concerns, or requests back to the Care Coordinator.
• Assist in coordinating logistics for services already authorized, such as scheduling transportation, confirming home care visits, or following up on meal deliveries.
• Identify and immediately escalate any signs of changing condition, safety risk, or crisis to the licensed Care Coordinator or on-call clinical staff.
• Help clients and families understand scheduled services, next steps, and provide communication methods for Program Support. Will direct all eligibility, benefits, or care related questions to the licensed Care Coordinator.
• Maintain accurate and timely documentation of visits, calls, and observations in accordance with agency and regulatory requirements.
• Participate in team meetings, training, and professional development opportunities.

Qualifications

Minimum Requirements:

• Bachelor's degree in Social Work, Human Services, Psychology, Sociology, Gerontology, Public Health, Healthcare Administration, or a related field.
• 2 years of experience in a human services, healthcare, or community based support role.
• Valid driver's license with reliable transportation and proof of insurance.

Preferred Requirements:

• Experience working independently in community settings, within defined protocols.
• 3 years of experience supporting older adults or individuals with disabilities.
• Experience in a Medicaid waiver, managed care, or long term services and supports environment.

Skills

• Familiarity with functional assessment tools.
• General knowledge of Medicare, Medicaid, and community based service systems.
• Strong observation and active listening skills.
• Ability to follow structured protocols and recognize when a situation falls outside the scope of this role.
• Clear, accurate written documentation.
• Reliable time management across a field/office schedule.
• Proficiency with electronic health records and documentation systems.
• Cultural competency and empathy in client interactions.
• Knowledge of community resources available to older adults and individuals with disabilities.
• Passionate about working with older adults and those with disabilities.

Working Conditions

• Member Support Coordinators fluctuate between out in the field conducting home visits and in a traditional office setting to complete the documentation and care plan follow ups.
• Desks will be assigned to new staff during the training period. Some programs may require desk sharing, docking, or telework after training.
• Up to 24-hours of weekly telework may be available following the initial training period with supervisor approval.
• Staff must use personal vehicles.

Reasonable Accommodation Statement

COAAA is committed to providing equal employment opportunities to all individuals, including those with disabilities. In accordance with the Americans with Disabilities Act (ADA), we will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position. If you require an accommodation during the application or employment process, please contact HR@COAAA.org.

Equal Employment Opportunity Employer

COAAA empowers staff to reach their full potential in an environment that embraces each person’s skills and unique experiences in order to provide the best quality customer service possible. We are a compassionate, community minded team that aspires to provide excellence in service to our neighborhoods.