About the position
We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit www.palcofirst.com to explore opportunities.
A Support Broker is similar to a case manager and serves as a guide, mentor, and educator for individuals who choose to self-direct their services. Support Brokers assist individuals and their representatives in navigating requirements, managing services and supports, and maintaining successful participation in community-based programs. This role focuses on participant success, education, monitoring, and documentation using a person-centered approach.
This is a hybrid position. The Support Broker works remotely and is required to travel within the state to conduct in-person visits with individuals in their homes and community settings. In-person visits occur at least monthly for all individuals and may occur more frequently for some based on level of need and program requirements. Travel is required and is expected to average approximately 30%–50% of the role, depending on caseload composition and individual needs.
Responsibilities
• Meet with individuals virtually and in person to provide enrollment support, education, and ongoing guidance related to self-directed services.
• Provide education and coaching to individuals and/or their designated representatives regarding roles, responsibilities, and expectations.
• Support individuals in recruiting, hiring, training, and managing their support workers.
• Assist with completing, submitting, and tracking required enrollment and service-related documentation.
• Monitor service utilization and identify trends that may indicate underutilization, overutilization, or the need for additional support.
• Conduct regular outreach based on participant need level to promote sustained engagement and success.
• Use a person-centered approach to support informed decision-making and promote independence.
• Identify potential risks, service gaps, or challenges and provide education or referrals to address concerns.
• Respond to questions, concerns, complaints, and grievances in a timely and professional manner.
• Act as a mandated reporter and follow required procedures for reporting suspected abuse, neglect, exploitation, or other critical incidents.
• Maintain accurate, thorough, and timely documentation of all contacts and activities in electronic systems.
• Participate in required training, meetings, and professional development activities.
• Protect confidential information and comply with all privacy, security, and data protection requirements.
• Perform administrative tasks necessary to support caseload management, scheduling, and communication.
Requirements
• Musttpossesstprofessional verbaltandtwrittentcommunicationtskills.
• Musttbetablettotelectronicallytdocumenttvisits.
• MusttpossesstproficienttskillstwithtMicrosofttOffice,tMicrosofttOutlook,tandtInternet.
• Musttpossesstgoodtproblem-solvingtskills.
• Musttbetwillingttottraveltwithintatgeographicallytestablishedtregionttotmeettparticipantstinttheirthomes.
• Musttbetwillingttotworktwithtpeopletoftalltagestandtdisabilities.
• Mustthavetatvalidtdriver’stlicensetandtdependabletmodetofttransportation.
• Must have and maintain an active prepaid ortcontract celltphone plan fortcontinualtcommunication between participants, management, and/or company leadership.
• Must betwilling to work Monday through Friday, 8:00 am-5:00 pm or evenings and weekends if necessary to be flexible with families' schedules.
• Mustthavetthetabilityttotprioritizettaskstandtmeettdeadlinestwithtminimaltoversight.
• Atminimumtoftthreetyearstoftexperiencetworking withtthetpublict istrequired.
• Ability to work effectively at home with a dedicated workspace that is free from distractions.
• High School Diploma or equivalent required.
• Some in-state travel may be required.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• Must have excellent interpersonal and communication skills.
Nice-to-haves
• Experiencetwithtthetprocessingtof enrollmenttdocumentstpreferred.
• Experience as a patient navigator, program coordinator, community connector, community health worker, lay health advisor, health educator, or case manager preferred.
• Experience working with the self-directed service delivery option in the state of New Jersey is preferred.
Benefits
• GeneroustPaidttimetoff.
• Annualtbonustpotential.
• RetirementtSavings:tWetwilltsupporttyoutastyoutsavetfortyourtfuture.
• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
• Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.
• Employer sharedtHealthtInsurancetcost
• EmployertpaidtDisabilitytInsurance
• EmployertpaidtLifetandtAD&DtInsurance
• VisiontInsurance
• CancertInsurance
• VoluntarytLifetInsurance
• PaidtTimetOff
• Remotetworktenvironment
• Paidtholidays