Client & Program Support Coordinator

Program Support Analyst – Respite Program & Client ServicesThat keeps the official title but makes the type of work much clearer.Home of Guiding Hands is looking for a Program Support Analyst to support our Respite Services team. This is not an IT or technical analyst position. This is a people-focused program support role that combines customer service, client intake, administrative support, staff/client coordination, data tracking, and problem-solving.As a Program Support Analyst, you'll work closely with families, respite staff, case workers, and program leadership to help make sure clients receive the services and support they need. A typical week might include answering calls and emails from families, completing a new client intake, matching a respite worker with a client, processing records, reviewing timesheets, and using Excel to track program information.Respite services provide support to individuals with intellectual and developmental disabilities while giving their regular caregivers or family members a break.

In this position, you won't be providing the direct care yourself. Instead, you'll work behind the scenes to help coordinate services, support families and staff, and keep the program running smoothly.Your responsibilities will include:Answer calls and emails from clients, families, employees, and case workersProvide excellent customer service and help resolve questions or concernsComplete new client intakesMatch clients with appropriate respite staffProcess records and maintain accurate information in the respite databaseAssist with employee applications and interviewsProcess and review employee timesheetsMonitor authorized client service hours and employee complianceHelp train employees on timekeeping, client hours, care expectations, and technologyGenerate reports and organize information using Microsoft ExcelReview data to identify areas that need follow-upLook for ways to improve processes within the Respite programParticipate in community outreach to share information about HGH services and employment opportunitiesThis could be a great opportunity for someone with a background in program coordination, social services, healthcare administration, case management support, client services, customer service, or nonprofit services. We're looking for someone who enjoys working with people but is also organized and comfortable managing records, spreadsheets, deadlines, and multiple priorities.Qualifications:Associate degree in General Studies, Communications, Business Administration, or a related fieldAt least 1 year of customer service experienceSocial services experience is a plusBilingual English/Spanish requiredStrong working knowledge of Microsoft Excel, Outlook, and WordComfortable learning and using databases and other software platformsSalesforce and Paycom experience is a plusStrong organization and attention to detailGood analytical and problem-solving skillsStrong written and verbal communicationAbility to work independently and use good judgmentValid California driver's license, safe driving record, and at least 2 years of licensed driving experienceCurrent auto insuranceThis role may be a great fit if you've worked as a Program Coordinator, Client Services Coordinator, Administrative Coordinator, Social Services Assistant, Case Management Assistant, Intake Coordinator, Program Assistant, or Customer Service Coordinator. While the title includes the word "Analyst," this position is not focused on IT, software development, technical support, or advanced data analytics.

The analytical portion of the role involves reviewing program information, maintaining accurate records, creating Excel reports, and identifying areas that require follow-up.About Home of Guiding Hands: Home of Guiding Hands is a nonprofit organization serving children and adults with intellectual and developmental disabilities throughout San Diego and Imperial Counties. Our mission is to improve the lives of those we serve. We provide residential services, independent living support, respite care, tailored day services, early childhood services, transportation, and other programs supporting individuals and families throughout our community.Apply Today: If you're organized, comfortable working with families and staff, and enjoy solving problems while keeping programs on track, we'd love to hear from you. This is a client and program support position within our Respite department, not an IT Analyst position.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.