Adult Programs Support Specialist (47616)

The Adult Program Support Specialist provides critical administrative, operational, compliance, and coordination support across Adult Programs, with a primary focus on Home and Community-Based Services (HCBS). Serving as a central point of coordination for day-to-day program operations, this position maintains organized workflows, accurate records, workforce certification requirements, member documentation, data tracking, and timely follow-through to support efficient and compliant service delivery.

The Specialist partners closely with program leadership, the Care Coordination team, Direct Care Workers (DCWs), members and families, organizational support departments, and community partners. The position requires exceptional attention to detail, critical thinking, independent problem solving, and the ability to create and maintain consistent operational systems that provide clear visibility of outstanding requirements and next steps.

As a front-facing program resource, the Specialist demonstrates strong professionalism, customer service, accountability, and leadership qualities while supporting

Essential Functions:

Program Operations, Workflow & Compliance Support

• Coordinate day-to-day administrative and operational workflows supporting Adult Programs, primarily HCBS, ensuring assigned activities are accurately tracked and completed timely.
• Create, maintain, monitor, and improve program workflows, trackers, reports, spreadsheets, and administrative systems to support consistent operations and clear follow-through.
• Maintain and audit member, workforce, and program documentation to ensure accuracy, completeness, and compliance with UCP, DDD, state, and federal requirements.
• Monitor outstanding requirements, identify gaps or inconsistencies, and proactively coordinate follow-up and resolution with the appropriate program or support resource.
• Manage data entry and record accuracy across Focus, Spoke Choice, EVV, and internal program databases and systems.
• Track cross-program referrals, intake activity, service authorizations, prospects, and other operational requirements requiring timely follow-through.
• Support billing and authorization processes through accurate data tracking, documentation, and system updates.
• Support development, implementation, and maintenance of Standard Operating Procedures (SOPs) and consistent administrative workflows for Adult Programs.
• Prepare program data, tracking, reports, and information to support leadership visibility, decision-making, compliance monitoring, and program performance.
• Coordinate administrative preparation, scheduling, documentation, and follow-up for program activities, meetings, and initiatives.
• Submit facility, vehicle, and IT maintenance requests as needed and monitor assigned requests through completion.
• Provide scheduled in-program support coverage within the ArizonAbility center-based program as needed.
• Maintain confidentiality of member, employee, and program information in accordance with HIPAA, UCP policy, and applicable requirements.

Workforce Certification Training & Compliance

• Coordinate and closely monitor required certification training for Direct Care Workers (DCWs), including course scheduling, rescheduling, cancellations, completion tracking, and required documentation.
• Maintain day-to-day visibility of workforce certification and training status to help ensure employees remain compliant and eligible to provide services.
• Track certification expiration dates, renewals, outstanding requirements, course completion, and required submissions and proactively communicate needed action.
• Maintain accurate training and workforce compliance records, trackers, reports, and supporting documentation.
• Coordinate timely submission and processing of required certification and training documentation in applicable systems or with designated internal and external resources.
• Identify training or certification compliance gaps and work with program leadership, employees, Training, Human Resources, and other support departments to coordinate timely resolution.
• Provide regular compliance status information and reporting to program leadership and support follow-through on outstanding workforce requirements.

Care Coordination & Member Support

• Support the Care Coordination team with member intake, referral tracking, intake documentation, file creation, and administrative follow-up.
• Coordinate Meet and Greets and onboarding logistics among members, families, DCWs, Care Coordinators, and program staff.
• Support PCSP preparation, documentation tracking, required submissions, and follow-up activities.
• Coordinate with DDD Support Coordinators, families, and internal teams to support continuity of care and timely completion of member-related requirements.
• Maintain accurate and timely member files and coordinate submission of required documentation to DDD and other designated resources.
• Track and monitor service authorizations, member service alignment, and outstanding documentation requiring follow-up.
• Support compliance monitoring related to member services, documentation requirements, and established care coordination workflows.
• Facilitate timely communication across Care Coordination, program leadership, DCWs, families, and community partners to support effective service delivery.
• Support data collection, tracking, and reporting related to member services, outcomes, and program performance.

Program Communication, Customer Service & Community Support

• Serve as a professional, responsive, front-facing point of contact for DCWs, members, families, community partners, and internal teams seeking program information or assistance.
• Provide excellent customer service while helping individuals navigate program processes, requirements, resources, and next steps.
• Communicate clearly and professionally by telephone, email, in person, and through virtual platforms.
• Support program leadership with provider communications, operational follow-up, and coordination of program needs.
• Attend community events, job fairs, and outreach activities to support Adult Program visibility and community relationships.
• Demonstrate professionalism, responsiveness, compassion, and accountability in all internal and external interactions.