Adult Programs Support Specialist (47616)

Job DetailsJob Location: UCP of Central Arizona Laura Dozer Main Campus - Phoenix, AZ 85027The 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.

QualificationsCORE COMPETENCIES                                                                              

Exceptional Attention to Detail - Maintains accurate records, recognizes missing or inconsistent information, and ensures time-sensitive requirements are followed through to completion.
Critical Thinking & Problem Solving - Evaluates information, identifies risks or workflow gaps, asks appropriate questions, and develops practical solutions to day-to-day operational challenges.
Workflow Management & Process Improvement - Creates organized, efficient, and repeatable processes that support consistent program operations, tracking, accountability, and compliance.
Ownership & Follow-Through - Works proactively and independently, anticipates needs, monitors outstanding items, and takes responsibility for moving assigned work through completion.
Compliance Focus - Understands the importance of workforce certification, member documentation, regulatory requirements, and accurate systems management in maintaining compliant HCBS services.
Professionalism & Customer Service - Provides responsive, respectful, and professional support to the workforce, members, families, community partners, leadership, and internal departments.
Communication & Coordination - Communicates clearly in writing and verbally and effectively coordinates across multiple individuals, departments, systems, and deadlines.
Organization & Prioritization - Successfully manages competing priorities, deadlines, schedules, records, training requirements, and program activities in a fast-paced environment.
Reliability & Accountability - Maintains consistent attendance, dependability, responsiveness, and ownership of time-sensitive program responsibilities.
Compassion & Service Orientation - Demonstrates empathy, advocacy, and commitment to supporting individuals with developmental disabilities and the workforce providing their care.

Minimum Education and Experience:

High school diploma or equivalent required. 
Minimum of one year of verifiable experience working within the developmental disability community or providing direct support services to individuals with developmental or physical disabilities.
Working knowledge of Arizona DDD systems, HCBS services, and the needs of individuals receiving developmental disability services.
Demonstrated ability to independently manage detailed information, administrative workflows, data, tracking systems, deadlines, and multiple priorities.
Demonstrated ability to collaborate professionally with members, families, DCWs, coworkers, support departments, leadership, external constituents, and community partners.
Must meet agency requirements for fingerprinting, background checks, and other applicable conditions of employment.
For assignments requiring driving, must possess a valid driver's license, meet UCP Transportation Policy requirements, and have daily access to a vehicle.

Preferred Qualifications

Associate or Bachelor's degree in social services, human services, program management, business administration, or a related field.
Two to three years of combined experience in an administrative, program support, care coordination support, compliance, or liaison role within developmental disability or human services.
Experience with workforce training, certification tracking, compliance monitoring, or high-volume administrative coordination.
Bilingual English/Spanish preferred, but not required.

Required Knowledge, Abilities and Skills:

Current knowledge of Arizona DDD systems.
Ability to decipher and analyze data to support the mission and vision of the organization.
Must be proficient in software systems for program management, such as Spoke Choice, Focus, EVV other comparable systems.
Must be proficient using Microsoft Word, Excel, PowerPoint, and Outlook, and DDD applications.
Office Equipment – fax machines, copiers, scanners, phones, virtual meeting platforms etc.
Excellent telephone & interpersonal skills.
Must be able to function independently with little to no supervision.
Must have time management skills with the ability to work under deadlines and multiple projects.
Must be flexible and support the team as needs arise.
Can work effectively in both quiet and shared environments.

PHYSICAL REQUIREMENTS

The physical requirements 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. While performing the duties of this job, the employee regularly is required to sit, stand, walk and manipulate (lift, carry, move) medium to heavy weights. Must be able to bend, kneel, squat, walk and run. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read, adequate hearing to perform job duties in person and over the phone.

UCP of Central Arizona is committed to fostering, cultivating and preserving a culture of diversity and inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and UCP’s achievement as well. UCP of Central Arizona is a Equal Opportunity Employer.