Service Coordinator (61299)

Haven House, a program of Recovery Network of Programs, Inc. (RNP), is a twelve-bed, DPH-licensed and CARF-accredited Clinically Managed High-Intensity Residential Treatment program (ASAM Level 3.5) for cisgender and transgender women. The program provides trauma-informed, gender-specific treatment and recovery support for women with substance use disorders and co-occurring mental health disorders in a structured environment staffed 24 hours a day.

In accordance with RNP’s Mission Statement, Philosophy of Client Care, and Code of Ethics as stated in the Personnel Policies, the Service Coordinator manages referrals, supports resident engagement and retention, and coordinates discharge arrangements and connections to the next level of care. The Service Coordinator serves as Haven House’s Technician Supervisor and supports the Program Director with staffing, resident logistics, and day-to-day operations.

SPECIFIC DUTIES AND RESPONSIBILITIES
All duties are subject to accommodation in accordance with the Americans with Disabilities Act (ADA).

• Manage incoming referrals and coordinate admissions along with the Centralized Screening Program, referring providers and residents; gather information for qualified practitioners responsible for assessment and admission decisions.
• Identify barriers to treatment engagement and coordinate practical supports that promote participation and retention.
• Coordinate the logistical parts of discharge and aftercare planning with the resident and clinical team, beginning early in treatment.
• Arrange referrals and warm handoffs to subsequent levels of care, outpatient treatment, medications for substance use disorder, medical care and recovery supports.
• Connect residents with housing, benefits, transportation, employment, education and other community resources; confirm appointments and document follow-up.
• Participate in treatment team meetings and communicate concerns affecting resident safety, engagement and continuity of care.
• Provide direct supervision to assigned Technicians, Residential Monitors, Night Monitors, and similar support staff. Serve as the program’s technician supervisor.
• Provide and document 30 minutes of administrative supervision for every 40 hours each technician works, including at least one individual session monthly. Coordinate monthly group clinical supervision with the designated clinical supervisor.
• Assist with scheduling, call-outs, and coverage gaps. Escalate unresolved staffing and facility safety concerns to the Program Director and coordinate follow-up with appropriate staff.
• Support onboarding, training, coaching, and performance monitoring of assigned staff. Address performance concerns with the Program Director and Human Resources and monitor required training completion.
• Oversee resident monitoring, rounds, activities, transportation and documentation performed by technicians and night monitors.
• Respond to incidents and emergencies within training and assigned responsibilities; promptly involve appropriate clinical, nursing, emergency or supervisory personnel.
• Review shift logs and incident documentation for completeness and appropriate follow-up.
• Support residents in following program expectations and developing daily living and recovery skills; provide direct support as needed while maintaining service coordination and supervisory responsibilities.
• Complete accurate, timely records of service coordination, referrals, discharge arrangements, supervision and operational activities; safeguard confidential information and obtain appropriate authorizations.
• Collaborate with clinical, nursing, Operations, Human Resources, Quality/Compliance, and other departments as needed.
• Work onsite on weekday first shifts for at least 80% of scheduled time. The remaining time may be scheduled on evenings, overnights, or weekends for program operations and staff oversight.
• Perform other duties and special projects as assigned.

SKILLS/ABILITIES

• Knowledge of substance use disorders, co-occurring mental health conditions, recovery-oriented services and community resources.
• Must demonstrate an understanding of professional boundaries, confidentiality, client rights, safety practices, and recovery-oriented care. Promote culturally responsive, trauma-informed care and coach staff in de-escalation and solution-focused conflict resolution.
• Ability to manage multiple priorities within a 24-hour residential environment and effectively supervise direct-care support staff. Ability to coordinate schedules and maintain accurate documentation.
• Strong organizational, leadership, communication, and problem-solving skills. Ability to maintain professional boundaries and respond calmly to challenging situations.
• Ability to use electronic health records and standard office applications; familiarity with Connecticut’s 1115 Demonstration and ASAM levels of care preferred.
• Completion of required agency and role-specific training within established timeframes.

  EDUCATION AND/OR EXPERIENCE

• Meet the applicable Connecticut 1115 Demonstration role criteria for a Service Coordinator as a licensed practitioner, unlicensed counselor, or certified peer.
• At least six months of experience in residential substance use disorder treatment.
• Bachelor’s degree in behavioral health, human services, healthcare administration, business administration, or a related field preferred. Equivalent education and relevant experience may be considered.
• Supervisory or leadership experience preferred. Experience coordinating admissions, discharge planning and community referrals preferred.

• PHYSICAL REQUIREMENT AND WORK ENVIRONMENT

  The physical requirements and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the manual dexterity sufficient to operate phones, computers, and other office equipment. The position requires the physical ability to kneel, bend and perform light lifting. This person must have the ability to write and speak clearly using the English language to convey information and be able to hear at normal speaking levels both in person and over the telephone. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Generally, the working conditions are good with little or no exposure to extremes in health, safety hazards and/or hazardous materials. This person must have the ability to travel as required to work with staff.

Qualifications

EDUCATION AND/OR EXPERIENCE

• Meet the applicable Connecticut 1115 Demonstration role criteria for a Service Coordinator as a licensed practitioner, unlicensed counselor, or certified peer.
• At least six months of experience in residential substance use disorder treatment.
• Bachelor’s degree in behavioral health, human services, healthcare administration, business administration, or a related field preferred. Equivalent education and relevant experience may be considered.
• Supervisory or leadership experience preferred. Experience coordinating admissions, discharge planning and community referrals preferred.

 

PHYSICAL REQUIREMENT AND WORK ENVIRONMENT

The physical requirements and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the manual dexterity sufficient to operate phones, computers, and other office equipment. The position requires the physical ability to kneel, bend and perform light lifting. This person must have the ability to write and speak clearly using the English language to convey information and be able to hear at normal speaking levels both in person and over the telephone. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Generally, the working conditions are good with little or no exposure to extremes in health, safety hazards and/or hazardous materials. This person must have the ability to travel as required to work with staff.