Service Coordinator Lead

Job Opening:
Service Coordinator Lead

Location: Harrisonburg / Rockingham County, VA

Employment Type: Full-Time, Exempt

Hours: Primary work hours are daytime. As a leadership role, this position may occasionally require evening or weekend hours to provide supervision, ensure service continuity, or address operational needs.

Reports to: Executive Director

About The Arc of Harrisonburg and Rockingham

The Arc of Harrisonburg and Rockingham supports individuals with intellectual and developmental disabilities (IDD) to live full, meaningful lives through person-centered services, advocacy, and inclusive community engagement. We are committed to quality, dignity, and compliance—and we value leaders who can balance people-centered work with strong operational oversight.

Position Summary

The Service Coordinator Lead provides leadership and oversight for Direct Support Professionals (DSPs) and service delivery across community-based programs. This role is responsible for supervising DSPs, overseeing programming and Individual Support Plans (ISPs), ensuring regulatory compliance with DBHDS and Medicaid Waiver requirements, and maintaining strong relationships with individuals served, families, and caregivers.

This position works closely with the Transportation and Scheduling Director to problem-solve daily staffing and transportation needs across approximately 20 agency vehicles, ensuring continuity and quality of services.

Key Responsibilities

DSP Supervision & Service Delivery

• Provide direct supervision, coaching, performance evaluation, and corrective action for Direct Support Professionals (DSPs)
• Ensure staffing patterns and supervision levels meet DBHDS licensure standards
• Support DSPs in delivering person-centered, high-quality services aligned with Individual Support Plans (ISPs)
• While this is primarily a leadership and supervisory role, the Service Coordinator Lead may be required to provide direct support services on a limited, as-needed basis to ensure continuity of care during staffing emergencies.

Programming, ISPs & Documentation

• Oversee implementation, monitoring, and documentation of Individual Support Plans (ISPs)
• Lead and participate in ISP meetings, quarterly reviews, and service planning meetings
• Ensure timely and accurate completion of quarterly reports and required service documentation

Quality Improvement, Risk Management & Compliance

• Monitor services for quality assurance, health and safety, and regulatory compliance
• Identify, report, and address risks and incidents in accordance with DBHDS requirements
• Participate in DBHDS inspections, audits, investigations, and corrective action plans
• Maintain accurate and compliant participant records in accordance with HIPAA and licensing standards

Family & Caregiver Engagement

• Coordinate and support Parent/Caregiver meetings
• Serve as a primary point of contact for families regarding services, resources, and concerns
• Build and maintain strong relationships with caregivers, providers, and community partners

Scheduling & Transportation Collaboration

• Collaborate daily with the Transportation and Scheduling Director to address staff call-outs, schedule changes, route adjustments, and transportation challenges
• Support continuity of services across approximately 20 agency vehicles

Required Qualifications

• Bachelor’s degree in Human Services or a related field preferred (equivalent experience considered)
• Strong supervisory experience, including direct oversight of DSPs or similar staff
• Significant scheduling and coordination experience in a community-based or human services setting
• Working knowledge of DBHDS licensing requirements and Medicaid Waiver services is preferable but not required
• Strong organizational, communication, and problem-solving skills
• Proficiency with electronic records and cloud-based systems
• Valid driver’s license and ability to travel between service locations (mileage reimbursement provided)

Why Join The Arc?

• Leadership role with meaningful impact on people’s lives
• Collaborative, mission-driven team culture
• Opportunity to shape quality, compliance, and program growth
• Organization committed to inclusion, dignity, and continuous improvement

The Arc of Harrisonburg and Rockingham is an Equal Opportunity Employer. We value diversity and encourage applicants from all backgrounds to apply.