Scheduling and Outreach Specialist

Scheduling and Outreach Specialist

Ready to Make an Impact Every Day?

Access Community Care is seeking a detail-oriented and motivated individual to join our team as a Scheduling and Outreach Specialist (ADL & DSA Support). In this vital role, you will support the coordination of services, scheduling operations, and outreach efforts that ensure individuals with Intellectual and Developmental Disabilities (IDD) receive consistent, high-quality, person-centered support.

In this position, you will play a key role in maintaining efficient schedules, supporting program coordination, and fostering strong communication between team members, customers, and community partners. Your work will directly contribute to helping individuals achieve their personal goals, build independence, and stay connected within their communities.

Why Choose ACC?

At ACC, we are committed to creating a supportive, inclusive, and team-oriented workplace. We value collaboration, open communication, and the unique strengths each team member brings to the organization.

Joining ACC means becoming part of a mission-driven team that works together to make a meaningful difference every day—both in the lives of the individuals we support and within our workplace culture.

We understand that strong support starts with strong teams. That’s why we offer:

• A comprehensive benefits package
• Ongoing professional development and growth opportunities
• A collaborative environment where your contributions and ideas are valued

Job Overview:

The Scheduling and Outreach Specialist is responsible for the day-to-day scheduling, staffing coordination, and outreach functions of the Community Services Department. The Scheduler and Outreach Specialist work closely with the Department Director to support efficient service delivery, employee accountability, participation satisfaction, and department growth while maintaining consistent communication with DSP's, participants, families, and case management. 

Outcome:

The primary objective of this role is to maintain consistent, accurate, and efficient staffing across Community Services by matching participant needs and authorized service hours with available DSP capacity. The Scheduler and Outreach Specialist proactively addresses staffing gaps, supports timely service starts, maintains effective communication with employees, participants, families, and case management, and helps ensure scheduled services are delivered consistently and in compliance with organizational requirements. 

Employment Requirements:

• College degree preferred or equivalent experience
• Must be 18 years of age or older
• Clear background checks as defined by state regulations and company policies
• Minimum 1 year of experience providing services in the field of developmental disability services or working in a similar capacity with individuals experiencing intellectual and developmental disabilities. 
• Minimum 1 year of leadership, scheduling, coordination, administrative, or related experience preferred
• Requires access to a car, valid driver’s license, proof of current auto insurance required, and clean driving record
• Demonstrated ability to provide culturally sensitive services to diverse participant populations and leads with authenticity and empathy, fostering sincere and constructive relationships
• Maintain a cooperative working relationship with others in a culturally diverse environment
• Problem-solving, and critical thinking skills
• Excellent verbal and written communication skills
• Ability to provide ADL and DSA services and compliance with confidentiality in accordance with individuals with different communication styles and ability levels
• Ability to prioritize competing needs, respond quickly to staffing changes, and remain organized in a fast-paced environment
• Proficiency in Microsoft Office, Google Workspace, and electronic record systems
• Strong organizational and follow-through skills, including the ability to manage multiple participants, employees, schedules, referrals, and staffing needs simultaneously. 
• Ability to communicate professionally and persistently when coordinating staffing, resolving scheduling barriers, and following up on outstanding needs. 
• Ability to lift up to 20 lbs., walk, bend, kneel and reach. Stand and/or sit for long periods of time. Ability to manipulate, handle, feel and control items or equipment. 
• Bilingual (English/Spanish) preferred

Responsibilities:

• Serve as a primary point of contact for DSPs, participants, families, and case managers regarding scheduling, staffing, service coordination, and routine departmental questions, escalating concerns to department leadership when appropriate. 
• Conduct routine timekeeping and schedule audits, identify missed punches, attendance concerns, discrepancies, and scheduling patterns, communicate concerns to appropriate leadership, and make approved scheduling corrections as needed. 
• Manage daily scheduling changes, including call-outs, cancellations, employee availability changes, participant schedule changes, new service starts, and other staffing needs while maintaining accurate scheduling and attendance records. 
• Maintain accurate and current schedules for Community Services DSPs and participants, ensuring open shifts, staffing gaps, and schedule changes are addressed promptly. 
• Proactively fill open shifts and participant staffing needs by matching DSP availability, location, skills, participant preferences and needs, authorized hours, and service requirements. 
• Regularly review DSP availability and scheduled hours to maximize staff utilization and identify employees who have additional capacity to support participant needs. 
• Maintain awareness of participants who are unstaffed or under-staffed and actively work to identify staffing solutions, documenting and escalating ongoing barriers to department leadership. 
• Coordinate with department leadership and onboarding staff to move newly cleared DSPs into active participant schedules as quickly as reasonably possible. 
• Monitor participant authorized hours and service utilization to help prevent unauthorized overages and identify significant underutilization, missed services, or unused authorized hours. Communicate concerns with DSPs, participants, families, and department leadership as appropriate. 
• Provide department leadership with accurate documentation regarding scheduling, attendance, communication, reliability, and other relevant observations that may support Employee Performance Reports (EPRs) or performance management.  
• Track incident reports and complete required administrative follow-up within established timelines, maintaining accurate records and escalating concerns to department leadership as required. 
• Support the referral and service-start process, including coordinating meet-and-greets, communicating with participants, families, and case managers, gathering necessary scheduling information, assisting with intake documentation, coordinating potential DSP matches, and supporting timely service start dates.  
• Follow up on pending referrals, meet-and-greets, staffing decisions, service start dates, and other outstanding items to help prevent unnecessary delays in beginning services. 
• Maintain professional outreach and communication with case managers, service coordinators, referral sources, participants, and families regarding available services, referral opportunities, staffing capacity, meet-and-greets, and service coordination. 
• Assist department leadership with maintaining a healthy referral pipeline by providing timely responses to referral inquiries and consistent follow-up on prospective participants. 
• Use a person-centered approach when matching DSP skills, experience, personality, availability, and abilities with participant preferences, needs, and service requirements.  
• Provide training and hands-on support to team members regarding agency policies, proper shift documentation, timekeeping, scheduling procedures, and everyday communication expectations. 
• Maintain timely and proactive communication with DSPs, participants, families, case managers, and department leadership regarding staffing needs, schedule changes, cancellations, service barriers, and other relevant departmental matters. 
• Assist with administrative job duties assigned by the Department Director 
• Participate in the weekend on-call rotation and respond to urgent staffing, scheduling, employee, and participant-related needs in accordance with ACC's on-call procedures and timekeeping requirements. 
• Maintain accurate scheduling, staffing, referral, participant-hour, and departmental tracking systems as assigned. 
• Identify and follow up on scheduling-related EVV and timekeeping concerns, including missed punches, incorrect scheduled times, service discrepancies, and other issues requiring correction or escalation. 
• Respond promptly to call-outs and unexpected schedule changes by identifying available coverage and communicating schedule updates to affected team members and participants. 
• Review available DSP capacity and participant staffing needs on an ongoing basis to support consistent field hours and maximize appropriate service delivery. 
• Identify recurring scheduling issues that may jeopardize continuity of services and work with department leadership to develop sustainable staffing solutions. 
• Complete 24 hours of Training per calendar year
•  Perform other duties as assigned