Program Support Coordinator

POSITION TITLE: Program Support Coordinator

LOCATION: VOA DD Community, Nashville, TN

STATUS: Full Time, Hourly, Non-Exempt

PROGRAM: Intellectual & Developmental Disability Services

REPORTS TO**: Director of Community

INTRODUCTION:

Volunteers of America Mid-States (VOA) is a non-profit organization spanning four states that creates positive change in the lives of individuals and communities through a ministry of service. We provide housing for families, veterans, and low-income seniors. We provide care and support for individuals with developmental disabilities, healing accountability that brings people together with restorative justice, and free HIV testing and education. When Volunteers of America was founded in 1896, "volunteer" referred to anyone who served others as a vocation through a commitment to a mission. Today, we are still staffed by paid, mission-driven professionals working to create positive change and build thriving communities. Flexibility, teamwork, and fun are some of the reasons our employees are proud to work at VOA! We offer a comprehensive benefits package to employees who meet eligibility requirements.

BENEFITS:

Volunteers of America Mid-States, offers a rich and robust benefits package the supports a healthy work life balance, which include the following:

Health and Wellness

Employee Assistance Plans (EAP)

Health and Wellness Program

Medical Coverage

Dental Coverage

Vision Coverage

Flexible Spending Account

Health Spending Account

Short Term Disability

MetLife Legal Plans

Financial Wellbeing

Competitive Compensation Packages

Life Insurance (company paid)

403b retirement plan with company fund matching

Employee discounts

*Loan forgiveness options through federal programs

(National Health Corp & Public Service Loan Forgiveness)

*All company paid benefits and paid time off effective day one

Work Culture

Integrity Committee

Compassion Committee

Retention Committee

Training & Development

VOA LEAD Program- Leadership Development Program

VOA University - Staff Development

VOA Academy - Clinical Training and Development

JOB SUMMARY AND QUALIFICATIONS:

The Program Support Coordinator serves as the in-house Quality Assurance (QA) and compliance support role for Developmental Disabilities Services. This position is responsible for coordinating, maintaining, and monitoring program and personnel records to ensure compliance with Kentucky Supports for Community Living (SCL) waiver requirements, Kentucky DIDD regulations, and Council on Accreditation (COA) Case Record Review (CRR) standards.

This role works closely with Vice President of Community, Executive Directors, Residential Services Coordinators, Home Managers, Human Resources, and Quality teams to ensure documentation is accurate, complete, current, and audit-ready always. The Program Quality & Compliance Assistant ensures staff are fully trained, credentialed, and approved prior to working independently.

WHAT YOU SHOULD HAVE FOR THIS ROLE:

• High school diploma or equivalent required

• Coursework in office administration, human services, health services administration, or compliance preferred

• Proficiency in Microsoft Word, Excel, databases, and electronic record systems

• Strong attention to detail, confidentiality, and regulatory compliance

• Ability to manage multiple priorities and deadlines

• Satisfactory criminal background check

• Valid driver’s license with satisfactory driving record

• Reliable transportation

RESPONSIBILITIES:

• Serve as the program level QA support responsible for file coordination, organization, and upkeep for programs operating under the Kentucky Supports for Community Living (SCL) waiver

• Ensure personnel and program records meet Kentucky DIDD documentation standards and COA Case Record Review (CRR) requirements

• Maintain records in an audit-ready manner, ensuring documentation is accurate, complete, current, and properly authorized

• Track missing, expired, or incomplete documentation and follow up with supervisors and staff to ensure timely correction

• Support Performance and Quality Improvement (PQI) activities, including documentation support, data tracking, and corrective action follow-up

• Ensure all staff complete required SCL, DIDD, and agency-mandated trainings prior to working independently or providing unsupervised services

• Schedule and track new hire orientation, mandatory trainings, refresher trainings, and annual requirements

• Maintain training compliance records and supporting documentation demonstrating staff readiness and competency

• Assist applicants with completing employment applications and ensure required documentation is submitted

• Coordinate onboarding documentation and support Human Resources in ensuring new employee files are complete and compliant

• Maintain employee personnel files in accordance with confidentiality and retention requirements

• Issue reminders to supervisory staff regarding required performance appraisals and follow up on missing evaluations

• Ensure the agency maintains current employee signatures, fingerprints, and required clearances.

• Tracks TB Skin Tests and drug screening for compliance with newly hired and tenured staff.

• Coordinate and oversee Cash on Hand (COH) records for individuals served, ensuring accuracy, completeness, and compliance with agency policy and DIDD requirements

• Reconcile Cash on Hand balances routinely and identify discrepancies for timely resolution

• Manage individual fund requests, ensuring proper authorization and alignment with person-centered plans

• Track and maintain receipts and supporting documentation for all individual fund expenditures in accordance with SCL and DIDD fiscal accountability standards

• Ensure individual financial records are audit-ready and available for review

• Serve as the first point of contact for employees, individuals served, families, and visitors

• Answer phones, route messages, and assist visitors appropriately

• Operate and coordinate maintenance of office equipment and supplies

• Coordinate scheduling of meeting spaces through Outlook

• Assist with employee recognition activities and general administrative duties as approved by leadership

• Manage administrative functions to enhance operational efficiency while maintaining regulatory compliance

• Model agency core values of integrity, compassion, diversity, commitment, and justice in all internal and external interactions

• Perform all other duties as assigned

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.