Lead Client Support Coordinator

Family Options, Inc.; Watertown (CT); On-site; USD 42,000 - 62,000; Full time

Job summary

Family Options, Inc. is seeking a Lead Client Support Coordinator to provide person-centered direct support and lead program teams in Watertown, CT.

You will supervise staff, assist with IP/IEP planning, coordinate activities, and ensure accurate documentation and reporting for individuals served. The role emphasizes safeguarding rights, promoting independence, and coordinating services with families, guardians, and healthcare providers.

Qualifications

• Proven ability to supervise individuals supported.
• Strong leadership and team guidance skills.
• Accurate documentation and reporting abilities.
• Effective communication with clients, families, and staff.

Responsibilities

• Provide direct supervision and ensure safety of individuals served.
• Assist with IP/IEP planning, goals, and staff actions.
• Support daily living activities and independence skills.
• Maintain accurate records and timely reports per policy.
• Coordinate meaningful recreation and community activities.
• Participate in on-call rotation and staff meetings.

Skills

Supervision

Leadership

Documentation

Communication

Education

High School Diploma or equivalent

Job description

All Jobs > Lead Client Support Coordinator

The Lead Client Support Coordinator (Lead CSC) provides person-centered direct support while serving as a senior resource to the program team. The position promotes the health, safety, independence, choice, community inclusion, and quality of life of individuals supported by the Agency. In addition to direct support responsibilities, the Lead CSC assists with day-to-day program coordination, staff guidance, recreational planning, medical appointment coverage, documentation oversight, and scheduled on call responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are essential to the position. Other related duties may be assigned.

• Provide direct supervision of individuals supported and always maintain awareness of their status and location while responsible for their care.
• Assist the supervisory team with the preparation, review, and implementation of each person’s Individualized Plan of Service (IP) or Individualized Education Plan (IEP), including established goals and staff actions.
• Teach, supervise, encourage, and assist individuals supported in developing and maintaining activities of daily living and independent living skills, including but not limited to hygiene, personal care, eating, banking, shopping, meal planning and preparation, clothing selection and care, community participation, communication, decision‑making, and self‑control.
• Assist the supervisory team with monitoring individual’s progress toward established goals and identifying concerns or changes that should be communicated to the treatment team.
• Protect and advocate for individual rights and immediately report suspected abuse, neglect, exploitation, mistreatment, or other reportable concerns in accordance with DDS regulations and Agency policy.
• Ensure that incident reports, including DDS and Agency‑required documentation, medication error reports, and other required reports are completed accurately and within required timeframes.
• Implement behavioral support plans as written, including approved interventions, emergency procedures, and protected holds when necessary and permitted by Agency policy and applicable regulations.
• Implement recommendations and programs developed by occupational therapists, physical therapists, speech‑language pathologists, nurses, behavioral specialists, and other clinical professionals, including positioning, sensory programs, lifts, transfers, and other prescribed supports.
• Develop, coordinate, and implement meaningful recreation and community participation activities based on individual’s interests, abilities, goals, preferences, and support needs.
• Develop and maintain a monthly recreation and community activity calendar for assigned programs or residences. Coordinate activities with staff, individuals, and supervisors; identify appropriate community opportunities; and ensure calendars are distributed in a timely manner.
• Encourage individual input and choice in the development of recreational and community activities and promote opportunities that support inclusion, socialization, independence, skill development, and quality of life.
• Work cooperatively with the Agency personal, consultants, families, guardians, schools, healthcare providers, community partners, and other agencies in implementing client goals and coordinating services.
• Maintain accurate, complete, and timely records of services provided to individuals supported, including documentation related to goals identified in each person’s Plan of Service or Individualized Education Plan.
• Work cooperatively and professionally with supervisory staff, Client Support Coordinators, and other Agency personnel. Provide guidance, assistance, and support to staff as appropriate and communicate significant concerns to the supervisory team.
• Assist with promoting consistency in daily program operations, routines, documentation, individual supports, recreational programming, and communication among team members.
• Attend required staff meetings, in‑services, and trainings and actively participate in team discussions. Maintain all certifications and trainings required for the position by the Agency and DDS.
• Administer medications in accordance with Medication Administration Certification requirements, Agency policy, and applicable regulations. Provide routine health care and first aid within the employee’s scope of training.
• Serve as backup staff for client medical appointments as needed, including transporting and accompanying individuals to appointments, supporting individuals during visits, communicating relevant information as authorized, obtaining required documentation, and ensuring appropriate follow‑up information is provided to the supervisory team.
• Ensure that program sites, residences, and Agency vehicles are maintained in a clean, safe, and organized condition. This includes, but is not limited to, program equipment, positioning equipment, the belongings of the individuals, offices, kitchens, laundry areas, and common spaces.

20. Transport individuals safely to and from designated activities, programs, appointments, community events, and other approved destinations.

21. Conduct and participate in emergency drills as required by Agency policy and DDS regulations.

22. Successfully complete the Medication Certification Program and maintain current medication certification as required.

23. Ensure accurate record keeping for Agency petty cash accounts and individual client cash‑on‑hand accounts in accordance with Agency procedures.

24. Participate in the Agency’s on‑call rotation approximately one (1) day per month, as scheduled. During assigned on‑call coverage, respond to staff questions, urgent program needs, callouts, person‑related concerns, and other situations requiring assistance or escalation in accordance with Agency procedures. Contact the Program Director or other designated supervisor when circumstances require additional guidance or authorization.

25. Communicate significant individual staffing, safety, medical, behavioral, or operational concerns to the Program Director or designated supervisor in a timely manner.

26. Serve as a positive role model for staff by demonstrating professionalism, reliability, teamwork, respectful communication, sound judgment, and adherence to Agency policies and procedures.

27. Assist with orientation and support of new or less‑experienced Client Support Coordinators as requested by the supervisory.

28. Perform any other related duties as requested by the Program Director or designee.

TEAMWORK AND LEADERSHIP:

Attend required staff meetings and actively participate in in‑services and trainings, team discussions, and program planning.

Work cooperatively with supervisory staff, coworkers, clinical personnel, families, guardians, DDS representatives, and personnel form other agencies.

Provide appropriate guidance and support to Client Support Coordinators while recognizing that matters requiring formal supervisory or disciplinary action must be referred to the Program Director or designated supervisor.

Promote a positive, respectful, person‑centered work environment and assist in maintaining consistency in the delivery of services.

Communicate effectively, professionally, respectfully, and in a timely manner with individuals supported, Agency staff, DDS representatives, parents/guardians, healthcare providers, community members, and outside Agency personnel.

Demonstrate initiative in identifying program needs, recreational opportunities, scheduling concerns, client needs, and other matters requiring follow‑up.

Requirements

• Successful completion and maintenance of the Medication Administration Certification Program.
• Successful completion and maintenance of required PMT or Agency‑approved behavioral intervention training.
• Successful completion and maintenance of CPR and First Aid certification.
• Valid Connecticut driver’s license with a satisfactory driving record.
• Ability to safely transport individuals in Agency vehicles.
• Ability to organize and coordinate recreational and community activities.
• Ability to respond appropriately to urgent client or staffing concerns while serving in an on‑call capacity.
• Strong interpersonal, organizational, communication, and documentation skills.
• Ability to demonstrate sound judgment and appropriately identify situations requiring supervisory assistance or escalation.
• Ability to work both independently and collaboratively as part of a multidisciplinary team.
• Ability to provide positive leadership, guidance, and role modeling to other staff.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements described in this job description are representative of the knowledge, skills, abilities, and qualifications required to perform the position successfully.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent required.

A minimum of two years of experience working with individuals with intellectual/developmental disabilities and/or behavioral challenges is preferred. Prior experience demonstrating leadership, staff coordination, mentoring, or increased responsibility in a human services setting is also preferred.

An equivalent combination of education and relevant experience may be considered.

LANGUAGE SKILLS:

Ability to read and interpret English‑language documents including safety rules, medical information, care instructions, behavioral plans, policies, procedures, and training materials.

Ability to communicate effectively with clients, coworkers, supervisors, families, guardians, healthcare professionals, DDS representatives, and other community providers.

Ability to prepare clear, accurate, and timely written documentation, routine reports, incident reports, correspondence, calendars, and other required records in English.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Ability to accurately maintain and review client funds, petty cash records, receipts, and other basic financial documentation as required.

REASONING ABILITY:

Ability to apply common‑sense understanding and sound judgment when carrying out written or verbal instructions.

Ability to recognize and respond appropriately to routine and unexpected client, staffing, medical, behavioral, and program‑related situations.

Ability to identify when a situation requires consultation with or escalation to the Program Director, clinical staff, emergency personnel, or another appropriate resource.

Ability to organize multiple responsibilities, prioritize tasks, and respond effectively to changing program needs.

PHYSICAL DEMANDS:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

While performing the duties of this job, the employee is regularly required to talk, hear, stand, walk, sit, use hands and fingers to handle or operate objects, tools, or controls, and reach with hands and arms.

The employee may also be required to initiate protective holds, assist individuals with mobility, positioning, transfers, personal care, and other physical support needs.

Specific vision abilities required by this position include close vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described below are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

The noise level in the work environment is generally moderate but may vary depending on individual needs, program activities, and community settings.

While performing the duties of this position, the employee will travel by automobile and may be exposed to changing weather and road conditions.

The employee may work in residential, day program, vocational, community, healthcare, and and other settings associated with individual services.

The position requires flexibility in scheduling and will include evenings, weekends, holidays, backup coverage for medical appointments, and approximately one assigned on‑call day per month based on Agency needs.